Always available expert support when you need it most.
Emergency Support Hotline: 1300 CHEM HELP
Available 24 hours, 7 days a week for critical instrument downtime. Our emergency hotline provides immediate access to senior technical specialists who can guide you through initial troubleshooting and dispatch field engineers if needed.
Remote Support & Diagnostics
- Secure, encrypted remote connections for rapid diagnosis:
- Real-time instrument data monitoring and analysis
- Software configuration and troubleshooting
- Method review and optimization guidance
- Data interpretation and reporting assistance
- Preventive health checks and performance audits
- Software updates and patch management
On-site Support
Field service engineers strategically located across SADC:
- Metro Areas: 4-hour response time commitment
- Regional Centers: Next business day response
- Remote Locations: 48-hour maximum response time
- All engineers carry common spare parts for rapid repair
- Factory-trained on specific instrument platforms
- Continuous training on new technologies and updates
Preventive Monitoring
Proactive support to prevent issues before they affect operations:
- Automated performance trend analysis and alerting
- Predictive maintenance based on usage patterns and performance data
- Consumable usage monitoring and automatic reorder triggers
- Software update management and compatibility testing
- Environmental condition monitoring (temperature, humidity, power quality)
- Usage pattern analysis for optimal maintenance scheduling
Multi-channel Support
Connect with us through your preferred channel:
- Phone: Priority routing for contract customers with dedicated support lines
- Email: support@chemplanet.co.za (guaranteed 2-hour response during business hours)
- Customer Portal: Online dashboard with ticket tracking, documentation access, and service history
- Live Chat: Real-time chat support during business hours with technical specialists
- Mobile App: Push notifications for service updates, quick access to manuals, and remote diagnostics
- Video Support: Screen sharing and visual troubleshooting sessions
Our Support Performance Metrics (Last Quarter):
- First Contact Resolution Rate: 98.7%
- Average Response Time: 23 minutes
- SLA Compliance Rate: 99.2%
- Customer Satisfaction Score: 4.8/5.0
- Mean Time to Repair (MTTR): 3.2 hours
- Preventive Issue Identification: 87% of issues identified before affecting operations
Support Tiers:
Level 1: Basic troubleshooting and information gathering
Level 2: Technical specialist support and remote diagnostics
Level 3: Senior technical specialists and engineering support
Level 4: Manufacturer escalation and specialized expertise
Request a Free Consultation
Whether you require equipment, technical support, or strategic scientific consultancy, our team is ready to assist.