Service and Repair
Programs
Programs
The modular design of VTI products coupled with diagnostic software
eliminates the need for costly on-site service programs that are limited to a 100-mile
radius of local support centers. Instead, technical support engineers located at
our authorized local sales and support centers have several tools (including diagnostic
software) available to quickly identify the problem and determine an expedient action
for repair.
VTI Instruments offers a three-year warranty on the VXIbus instruments and switches that we manufacture. VME, LXI and OEM products carry a one-year warranty. This warranty can usually be extended by purchasing a yearly, cost-effective extended warranty. For customers who do not spare products themselves and require minimal system downtime, a 24/48-hour exchange program is available.
Diagnostics Software Program
Remote Fault Isolation Examination (Remote FIX)
Remote FIX is for use on systems that have previously been operational. It will determine what is operational within the system and how it is configured. This is a low-level configuration query that checks general VXI characteristics such as Logical Addresses (LAs), address space assignment, address space offset location, amount of space assigned, etc. Additional test parameters check for data transfers to validate the data bus to and from each device. A data file will be generated with the system test results, which can then be e-mailed or faxed to the factory. This information, combined with system information obtained from the customer, will allow VTI to determine the customer-reported fault condition. It is assumed that the fault being investigated is due to a component fault, not a configuration error. Configuration errors are resolved by our technical applications engineers or “Endorsed Solution Provider.”
Standard Diagnostics and Repair
The standard diagnostics and repair process consists of contacting a local authorized support center, discussing the problem with a technical support engineer, running Remote FIX if required, obtaining an RMA (return material authorization) number, and returning the product to the appropriate support center. VTI will service and return products, typically within 5 working days of receipt in the U.S. and 10 working days after receipt internationally. The standard diagnostics and repair is performed during warranty and extended warranty periods. Flat fee or out-of-warranty parts and labor repair options are available once the warranty has expired.
Express (24/48 hour) Diagnostics and Repair
The express (24/48 hour) diagnostics and repair option consists of contacting a local authorized support center, discussing the problem with a technical support engineer, running Remote FIX if required, and obtaining an RMA (return material authorization) number. A new or refurbished boxed replacement product is then dispatched within 48 hours by a courier service when the exchange order can be processed by 12 noon local time. This option is intended to provide minimum downtime.
Calibration Services
VTI offers both standard factory calibration and Zero-Downtime Calibration (ZDC). Although local calibration can be provided through the authorized sales and support centers, ZDC is intended to provide users with the confidence of factory calibration and zero system downtime. For ZDC, the user contacts the factory three weeks before calibration is due and a boxed and calibrated replacement instrument is provided during calibration.
RMA Request
Should your equipment require calibration or repair at a VTI facility, an RMA Request form can be completed and submitted to support@vtiinstruments.com. From here, a Customer Service Representative will process your request and respond to you promptly to complete the return authorization process.
VTI Instruments offers a three-year warranty on the VXIbus instruments and switches that we manufacture. VME, LXI and OEM products carry a one-year warranty. This warranty can usually be extended by purchasing a yearly, cost-effective extended warranty. For customers who do not spare products themselves and require minimal system downtime, a 24/48-hour exchange program is available.
Diagnostics Software Program
Remote Fault Isolation Examination (Remote FIX)
Remote FIX is for use on systems that have previously been operational. It will determine what is operational within the system and how it is configured. This is a low-level configuration query that checks general VXI characteristics such as Logical Addresses (LAs), address space assignment, address space offset location, amount of space assigned, etc. Additional test parameters check for data transfers to validate the data bus to and from each device. A data file will be generated with the system test results, which can then be e-mailed or faxed to the factory. This information, combined with system information obtained from the customer, will allow VTI to determine the customer-reported fault condition. It is assumed that the fault being investigated is due to a component fault, not a configuration error. Configuration errors are resolved by our technical applications engineers or “Endorsed Solution Provider.”
Standard Diagnostics and Repair
The standard diagnostics and repair process consists of contacting a local authorized support center, discussing the problem with a technical support engineer, running Remote FIX if required, obtaining an RMA (return material authorization) number, and returning the product to the appropriate support center. VTI will service and return products, typically within 5 working days of receipt in the U.S. and 10 working days after receipt internationally. The standard diagnostics and repair is performed during warranty and extended warranty periods. Flat fee or out-of-warranty parts and labor repair options are available once the warranty has expired.
Express (24/48 hour) Diagnostics and Repair
The express (24/48 hour) diagnostics and repair option consists of contacting a local authorized support center, discussing the problem with a technical support engineer, running Remote FIX if required, and obtaining an RMA (return material authorization) number. A new or refurbished boxed replacement product is then dispatched within 48 hours by a courier service when the exchange order can be processed by 12 noon local time. This option is intended to provide minimum downtime.
Calibration Services
VTI offers both standard factory calibration and Zero-Downtime Calibration (ZDC). Although local calibration can be provided through the authorized sales and support centers, ZDC is intended to provide users with the confidence of factory calibration and zero system downtime. For ZDC, the user contacts the factory three weeks before calibration is due and a boxed and calibrated replacement instrument is provided during calibration.
RMA Request
Should your equipment require calibration or repair at a VTI facility, an RMA Request form can be completed and submitted to support@vtiinstruments.com. From here, a Customer Service Representative will process your request and respond to you promptly to complete the return authorization process.