Support and Services
Premium Customer Care
Great instruments deserve great support. At Zurich Instruments, you have access to a global network of Masters- and PhD-level engineers and scientists who know your field, understand your experiments, and are genuinely invested in helping you succeed.
Every Zurich Instruments product comes with Standard Support at no additional cost. Customers who want expert application guidance can upgrade to Application Support coverage: direct access to our Application Scientists, tailored training, and the confidence to push your experiments further. For organizations with more complex or evolving needs, we also offer Enterprise Support as a custom engagement.
Standard Support | Application Support | Enterprise Support | |
|---|---|---|---|
| Availability | Included with every instrument | Available as upgrade | Custom engagement – contact us |
| Response to requests within 1 working day | ✓ | ✓ | ✓ |
| Unlimited LabOne and LabOne Q software downloads & installations | ✓ | ✓ | ✓ |
| Free LabOne and LabOne Q software updates | ✓ | ✓ | ✓ |
| Standard warranty (1 year, incl. worldwide return shipping) | ✓ | ✓ | ✓ |
| Fault identification and diagnostics | ✓ | ✓ | ✓ |
| Online training for individuals and small groups | 0.5h onboarding call | 2h extended onboarding session | Custom programs |
| Direct contact with Application Scientists | — | ✓ | ✓ |
| Application-level guidance & experiment setup support | — | ✓ | ✓ |
| Programming support – methodology and best practices | — | ✓ | ✓ |
| Dedicated Application Scientist time | — | — | ✓ |
| Co-development of measurement workflows | — | — | ✓ |
| On-site support visits | — | — | ✓ |
| Service Level Agreement (SLA) | — | — | ✓ |
Software Downloads
Your Zurich Instruments purchase does not stand still. Free software updates, released regularly throughout the year, continuously extend your instrument's capabilities with new features, improved performance, and bug fixes. This means your investment grows in value with every release.
Support Requests
Let's communicate efficiently. Do you have a question or a request? Would you welcome a technical discussion? Send an email to support@zhinst.com indicating your issue and preferred means of communication: we will get back to you as soon as possible. You can also call us directly on +41 44 515 0410 during Zurich business hours.
Additional Services
In addition to our Standard and Application Support Coverage, we also offer more individually tailored services that can include:
- Online training of individuals and small groups.
- Programming support.
- Onsite visit by one of our Application Scientists to help with the installation, provide training and assist with setup tuning.
Do not hesitate to contact us for more information.
Return Shipments
All instrument returns for calibration or repair must be acknowledged before they are sent to Zurich Instruments. Please contact us first, and you will receive the required Return Material Authorization (RMA).
Instrument Calibration
Measurement accuracy is only meaningful when it is traceable. Zurich Instruments calibrates every instrument before shipment, and recommends recalibration every two years to ensure continued operation within specifications. This interval reflects the drift characteristics of precision electronic components over time, a standard practice in high-quality instrumentation. Our calibration package is instrument-specific and includes full documentation, so your measurements stay traceable and your setup audit-ready.
A calibration package includes:
- Instrument calibration valid for 2 additional years
- Extended calibration report
- 2 weeks of turnaround time at best effort
- Visual and mechanical inspection
- 6-month warranty extension (within 7 years)
- Worldwide return shipments