Technical Support
Fast, Expert Support for Your Systems — No Service Contract Required
Over 45% of logged breakdowns are resolved remotely by phone or email — saving customers both time and service costs.
System Support Assessment
Sometimes the solution to your problem is just a quick call or email away.
Our technical support gives you direct access to knowledgeable engineers who can help diagnose issues and guide you through simple fixes.
Advanced Remote Support (TeamViewer / AR Assistance)
Real-time remote diagnostics from our engineers.
With advanced remote support, our engineers can connect directly to your system using secure remote assistance tools. This allows us to diagnose problems faster and guide your technician step-by-step through complex troubleshooting.
Available for:
In-House Technician Training & Support
Train your team to handle routine service and troubleshooting.
For facilities running multiple systems, training your own technicians can significantly reduce downtime and service costs. Our in-house support packages equip your staff with the knowledge and tools needed for preventative maintenance and first-line troubleshooting.
Technical Frequently Asked Questions
How do I know when to clean my mass spectrometer?
Build up of deposits and contamination can interfere with MS performance leading to loss in performance and sensitivity. Regular cleaning…
How often should I have my instrument serviced?
Providion recommend that the instrument calibration and resolution optimisation should be performed every 6 months especially if the instrument is…
How do I check if my MS is charging?
Start in Pos Ion mode and use compound such as PPG’s to monitor MI scans across the range of masses…
When should I use APCI over ESI?
First it is best to understand the differences in the techniques. ESI ionisation occurs in the mobile phase with the…
General Frequently Asked Questions
Knowlege Centre
How do I identify contamination in my LC-MS system and what should I do?
Maintaining the performance of your LC-MS system is highly important. The main features of success for your system, such as…
The do’s and don’ts: best practices to prolong the life of your equipment
Obtaining quality results with high throughput in your LC-MS operations is a priority at all laboratories. Even if the equipment…
The Importance of Preventative Maintenance
Prevention is better than… An expensive mass spec breakdown! When a mass spec instrument fails, the costs can be enormous….