ABER Core Support is a free support package included with the purchase of any hardware product from ABER Instruments. It is included as an integral part of the equipment purchase and features a range of benefits to support you and your business.
What’s included at a glance
Unlimited Virtual Data review
Unlimited Customer SOP Review
Unlimited Virtual Technical & Application Support
Unlimited Remote User training (Hardware & Software)
Access to Custmer Portal (Training materials, technical documentation, and access to example SOP)
For a full list of benefits download the PDF
Core support FAQs
Do you charge for the support under ABER Core Support?
No. All interactions with our support team under ABER Core Support, no matter long or how frequent, are free. We will never charge you before helping you.
Can I ask for help with any problem or question?
Yes. Whatever the nature of your question or problem, we will endeavour to help
What if my equipment is old?
It doesn’t matter. ABER Core Support is available to you for the entire lifetime of the Aber equipment you own. Whether it’s 1 month or 10 years since you purchased it, you will receive the same standard and scope of support.
What if Aber determines that my equipment needs repair or that an on-site visit is necessary to resolve an issue?
On-site visits and equipment repairs are outside the scope of ABER Core Support and are chargeable. We will only recommend on-site visits and repairs once we have either:
- Exhausted all virtual diagnostic avenues without success or resolving the problem
- The virtual support process has revealed a fault or issue that cannot be resolved virtually
I want my staff trained
- ABER Core Support entitles you to unlimited virtual training sessions with our technical experts. Just email us to start a discussion to organise an online training session.
- We also offer bespoke on-site training packages. These are chargeable and we do recommend them for practical training needs. To discover more please contact sales@aberinstruments.com
I want my equipment checked in-situ, is that included?
- No, all on-site services are outside the scope of ABER Core Support and are chargeable. We offer a comprehensive range of on-site Performance verification, IOQ, and training services. For more information please contact sales@aberinstruments.com
For regulatory compliance I need new staff trained and existing staff re-trained quite often, can I use ABER Core Support for this?
- Yes, this is a core function of the ABER Core Support. You can arrange virtual training for your staff with our experts.
Who provides ABER Core Support services?
- All ABER Core Support services are provided directly by Aber’s team of expert technicians based at our UK headquarters and our USA site.
What isn’t included in ABER Core Support?
- Any travel to the equipment location
- Any recommended repairs
- Any recommended new/replacement parts or items
- Any non-business hours virtual support
- Equipment warranties
