Support

When you need help, you can rely on our professional, comprehensive support. Whether you are configuring a setup, refining a measurement procedure, or troubleshooting an instrument connection, we work with you until everything runs smoothly. Support is provided via email, our support ticket system, and video meetings.

For quick questions, you can also reach us in our Forum or refer to our Wiki. For anything beyond that, our service terms are detailed below.

Support contract

• Flexible support whenever needed
• Annual access to at least 24 hours of support
• Billed in units of 15 minutes
• Typical response time of less than a day, often within a few hours
• Unused hours expire after the contract duration of 12 months
• Support contracts renew automatically
• Higher number of yearly support hours possible
• Price: Starting at 2,880 EUR per year for 24 hours, with discounts for academia

Typical support topics are:

• Help with the use of the sequencer
• Solving communication problems (hardware drivers, adapters)
• Creating or revising scripts for the Pro module CustomFunction
• Configuring modules
• Version migration
• Feedback to your own development of instrument drivers and CustomFunction scripts.
• SweepMe! driver creation, revision, and optimization
• Help with object oriented programming in Python
• Selecting new instruments and equipment