Service Provided within the Original Instrument Warranty Period:

●  Remote Support Services: Labor &Materials are provided at no additional charge under the Original Warranty.

ITM-LAB’s Technical Support/Service Technicians can provide customers with the following: technical consultation, product application and operation instructions, malfunction analysis and elimination, spare parts replacement and consumable items, software upgrade and customization, product operation and application documents and web-based self-service. Such services may be provided in the form of written materials, pictures and diagrams through telephone, fax, email, and online instant communication tools.

ITM-LAB’s Technical Support/Service Technicians can also provide customers with online operation and application training; online malfunction analysis and elimination; and internet video-conference utilizing various instant communication tools. ITM-LAB has a professional videoconference system that can assist with visualized service and supports imultaneously for multiple users.

●  Door-to-Door Onsite Service: Labor and materials are provided at no charge during the Original Instrument Warranty Period. If a Technical Support/Service Technician must travel to a customer site and ITM-LAB incurs travel costs and expenses, customer will be responsible for reimbursing ITM-LAB for travel expenses, including airfare, mileage, car rental, lodging and meals. ITM-LAB will attempt to procure airfare and other travel costs at reasonable rates. ITM-LAB can arrange for a service technician to visit your workplace for on-site instrument installation, debugging, operation, application training, malfunction elimination, repairing, maintenance, testing and calibration.

●  Return Product for Repair by ITM-LAB International:

During the Original Instrument Warranty Period, if customer wishes to return the instrument to ITM-LAB’s offices for repair, ITM-LAB will repair the unit at no charge.  However, the customer will be responsible for preparing the instrument for shipping and will also be responsible for all expenses including, but not limited to, shipping/freight charges (both to and from ITM-LAB’s offices), insurance and any applicable duty fees.  

Our highly trained Factory Service Technicians are able to perform all-around malfunction elimination, repairing, maintenance, testing and calibration of the returned instrument.

Service Outside of Original Instrument Warranty Period (Post-Warranty):

1.    Remote Support Services: Customer is responsible for material fees and labor rates incurred for service. However, there is no labor fee charged for services incurred within five (5) years from the date of initial shipment of the product.

2.    Door-to-Door On-Site Service: Customer is responsible for all materials, labor and travel expenses incurred.

3.    Return Product for Repair to ITM-LAB: Once the Original Instrument Warranty Period has expired, if customer wishes to return the instrument to ITM-LAB’s offices for repair, customer is responsible for preparing the instrument for shipping and will also be responsible for expenses including, but not limited to, shipping/freight charges (both to and from ITM-LAB’s offices), insurance and any applicable duty fees.  Customer is also responsible for all materials and labor rates. However, there is no charge for labor if the repair services occur within three (3) years from the date of initial shipment of the product.