Technical Support and Service – An IDS Priority towards Customer Support

When you purchase an IDS system, you also buy into a committed support policy. IDS offers a variety of services to ensure that any issues you may have are resolved quickly, and that regular and unplanned maintenance needs are met professionally and promptly.

Some of the services we offer include:

• Technical support;
• Pre-field maintenance;
• Repairs under warranty;
• Non-warranty repairs;
• System upgrades;
• Internet control unit check up and acquisition software updates.

Technical Support - At Your Service via Email, Phone or Fax

Experience shows that almost half of geophysical instrument or procedural issues can be resolved via phone, email or fax contacts. IDS is proud to offer this service to all its clients both under warranty and not. When contacting us, please be aware that office hours are 9:00 am to 6:00 pm Australian Eastern Standard Time from Mondays to Fridays. Our technical support staff will provide “real time” response times and provide their best effort to have your system running again as quickly as possible.
Contact information is to be found at our Contact Us page.

Pre-Field Maintenance

Pre-field maintenance is a popular option for many of our users. Maintenance comprises a complete check of the control unit, antennas, hardware and firmware and upgrading to latest software versions to take advantage of new acquisition capabilities.Typically, we recommend pre-field maintenance as a good investment for those who have not used their instrument for a while or for aging instruments. A quick pre-field, preventive maintenance check can also translate into significant savings in the course of a field program when downtime is added into the equation.

Repairs under Warranty

With a one-year warranty on parts and labour (excluding shipping costs), IDS offers a comprehensive warranty. It also includes unlimited upgrades for our acquisition software. Any damage that may occur to parts under warranty will be replaced by IDS in a short time schedule.

Non-Warranty Repairs

As with any sophisticated scientific field instrument, accidental damage can occur at any time. IDS technicians are proud to offer a rapid response to all repair needs. Any damage that may occur to parts under warranty will be replaced by IDS in a short time schedule.

GPR System Upgrades

Another support option which you may be interested in are system upgrades, such as:

• Upgrading a DAD 1CH to DAD 2-4 MCH. This enables you to take advantage of multichannel – multi frequency improved performance, etc.

Contact us and we can provide more details.

 

Internet Check up and Acquisition Software Updates

The IDS graphical interface / data logger is a rugged laptop that can be remotely connected via modem to our Customer Care Office to check the acquisition software configuration and system performance. Registered users can download the latest acquisition software updates via Internet.

Processing Software Updates

A maintenance contract provides the IDS advanced software user with access to the most advanced version of a software that is continuously improved following our clients input.

Technical Manuals

Registered users can obtain manuals on request in PDF format. To request your copy, contact our office.