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As part of HBK’s service program, HBK offers onsite support on the installation and commissioning of equipment for larger projects, and regular onsite visits with calibrations and maintenance checks of equipment. Standard equipment that is easy to ship back and forth is typically sent to the local service center for repair.

Repair

Original Spare Parts by Original Manufacturer

Instruments, DAQ systems and other measurement equipment are repaired at HBK Service Centers. Products are repaired with original spare parts, and by skilled technicians with deep knowledge of the products.

Local Service for Shorter Downtime

To ensure the best turnaround times (TAT), HBK aims after having equipment repaired in the local centers. As another method to shorten TAT, HBK offers fixed repair prices for many of the repairable products. In this way products are repaired without extra time used on investigation, quoting and order approval from the customer. 

Faster Service with Extended Warranty and HBK Assured Service Contracts

New products are delivered with a standard warranty of 2 years. It is possible to buy an extension of the warranty beyond the standard warranty – see Extended Warranty contracts.

For products that are calibrated regularly, it is further possible to extend the warranty period by signing a calibration contract. Equipment calibrated under HBK Assured contracts are covered by warranty if they are less than 10 years old.

HBK maintains repair services for discontinued products for at least 5 years from the last order date.

Part of the HBK product range is, by nature, not repairable. For those products, HBK offers trade-in to new products at discounted prices.

Installation

HBK provides a full range of installation, both remote and on-site including maintenance and repair services designed to minimize downtime, maximize the life of your equipment, and avoid unplanned repair costs.

Installations carried out by our skilled project engineers and/or application specialists ensure your system is working to specifications.

These installation services include:

  • Ensuring all components and products are delivered – the solution is complete and ready for installation
  • Installation of the solution – starting from transduces, and DAQ systems including software with database management
  • SAT – Side Acceptance Test to ensure the system is up and running and working as expected
  • Training & Knowhow transfer.

It is also possible to combine the installation with product training to ensure you continue to get the best possible value for your equipment. This know-how transfer enables you to use your solutions and products in the most efficient way to support you in your daily job. Furthermore, our application specialists / or our HBK Academy offers a set of follow-up training for many different topics to ensure you are not only able to maintain but even expand your knowledge.

Troubleshooting

HBK also provides the possibility of troubleshooting to support you once you have special requirements, questions or even problems around your system/solution. This can be done both ways, either remotely or on-site depending on the situation. This troubleshooting is done by our application specialists with a strong understanding of the solution but also the surrounding components like IT or data management. The goal is to ensure all problems/challenges are discovered and suggestions are made on how to either solve the issue or gain efficiency by improving the process/workflow/use of the system.

Troubleshooting can include:

  • Remote access (MS Teams, TeamViewer) to your PC to understand and reproduce the potential problem
  • Answering your questions about the application/solution
  • Supporting you in implementing new working procedures fulfilling updated requirements (e.g. standards,…)
  • Additional training on special topics (theory or practice)
  • Consultancy Service – guiding you through the measurement including supporting analyzing and interpreting the collected data
  • Feasibility studies to prove your requirements can be covered with the concept/solution.

Service Agreement and Maintenance-Plan Advantages

  • Maximize your productivity by enabling you to use the system solution in the most efficient way on the one site and also avoid unplanned downtime on the other side
  • Improve test quality by keeping your test system well-maintained. This ensures consistency and quality for all your tests, data, and results including following the latest relevant standards
  • Ensuring your solution remains up to date according to the latest standards by having an annual Support- and Maintenance Agreement
  • Manage operational costs by establishing a known annual spend
  • Draw on factory-trained service personnel to provide the highest level of competence in the industry thanks to extensive training and many years of hands-on experience with HBK equipment
  • Remote maintenance and support – sharing your PC screen will lead to the solution faster – we therefore use tools like MS Teams or TeamViewer.
  • Access additional operator training to keep your staff updated and ensure your equipment is used properly and safely. A wide range of training around all our solutions and products, from a theoretical and practical perspective, is offered by our Application Specialists / HBK Academy.

Naturally, maintenance and servicing for your systems can also be purchased on an “as needed” basis. Please contact your local HBK representative for details.

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