After Sales Support Services
Isodaq Technology, as an operating Division of Hydro-Logic Ltd, has supplied thousands of data acquisition and management systems to hundreds of clients. These systems often comprise of a combination of equipment, field instrumentation, data capture systems and office-based data acquisition and management systems. Many of these systems (including those supplied under the Isodaq brand) although technically quite complex have been designed and manufactured in-house. Our systems always strive to balance the need for affordability with the clients demand for a high quality product and after-sales service to provide uninterrupted reliable operation in the long-term with minimum maintenance and support. We pride ourselves in the quality and reliability of our products and the level of after-sales supported provided as an integral part of any system supplied.
All Hydro-Logic manufactured products have been designed for long-term reliability due to the continual monitoring of the components used, the manufacturing processes employed, vigorous quality control and comprehensive environmental testing.
We have maintained statistics for all Isodaq-branded products manufactured in the last five years and can demonstrate their reliabliity and commitment to improving our levels of quality, reliability and service; Isodaq loggers / telemetry have a 1.92% board / component failure in the 12 months of supply since 1 January 2004.
The reliability of our products has enabled us to offer an enhanced warranty as standard (effective from 1 September 2008):
- Warranty on new Isodaq-branded units and accessories 24 months
- Warranty on repaired systems 12 months
Terms of the warranty exclude misuse and any other external factors (such as battery leakage). OEM supplier warranties apply to sensors and any other third party items.
Extended warranties are available on our own manufactured equipment for an additional period when purchased at the time of order. The cost of this optional extended warranty as a % of list purchase price (before discounts) is:
- Extending the warranty period by one year to three years (in total) 10%
- Extending the warranty period by two years to four years (in total) 20%
Using the service desk is free for all equipment and software under warranty or covered by a current support contract. Working hours are 9am - 5pm (UK London time) Monday to Friday (excluding Bank Holidays).
Your email or telephone call is initially recorded by a service desk operative who has specialist knowledge in one or more areas and a good general grounding in handling calls on all our products. Our policy is to transfer higher priority telephone calls to an appropriate expert (when possible).
We have provided cross-references to customers' internal call logging systems where issues are initially channeled via another service desk. We can discuss organisation specific Service Level Agreements on call response and resolution.
Whilst we will usually accept calls on equipment not under warranty or a support contract, the service is restricted to brief and basic advice. The call will not be logged or followed up unless a paid arrangement is made. We endeavor to be helpful under these circumstances and recommend the best way forward (such as a paid maintenance visit from our specialist staff, an estimate for non-warranty diagnosis and repair service at our offices or identification of the most suitable replacement for the particular application).
Our QA system, maintenance of a fault-reporting database system and excellent MTBF figures has given us a high level of confidence in our product range and our level of customer satisfaction via the support desk.
In the case of hardware, if a problem cannot be resolved on the phone and a repair deemed necessary, the unit should be returned to us or, where possible, an engineer can visit the site.
Return to base repairs are handled professionally by the dedicated Isodaq Division in Stirling.
Repairs are normally return-to-base if in warranty or regarded as out-of-warranty (due to damage in use or when repairs are requested beyond the warranty period). Charges associated with out-of-warranty repairs will either be detailed in your contract of sale or are available on request.
Repairs on-site may also be available; charges will either be detailed in your contract of sale or available on request (a standard hourly rate is offered that includes travel and subsistence expenses).