Tier 2: Hyphenated Application Support

 "Start-to-Finish" management of your entire microfluidic path.  Protasis/MRM specializes in managing your sample through multiple stages of hyphenated instrument connection, including CapLC-NMR, HT-NMR, and SPE-cLC. Particularly true with new technologies and new instrument combinations, it's sometimes difficult to track down the source of a problem.

Is it: 
  • Calibration?
  • A leaky connection?
  • A misconception on the part of the user?
  • A problematic sample?
  • A faulty pump?
  • A clog in the probe?
  • A column in need of replacement?

These and other time-consuming issues can lead to wasted hours and even days of valuable time by you or a member of your staff just to diagnose a problem, sometimes without a clear remedy to resolve it. In many ways, this kind of expense represents the most difficult to manage, since it is unexpected, and since attention to the problem by you or your staff member usually means that other responsibilities with potential deadlines are going unattended. 

What can be done? Through Tier 2: Hyphenated Applications Support, a trained Protasis/MRM staff member will listen to your dilemma. In many cases, simply being able to "talk through" an issue with someone who has experience with the equipment can result in solution of the problem. In cases that are less easily resolved, the Protasis/MRM staff member can essentially recreate your measurement scenario a similar instrument configuration and sample conditions test for similar modes of difficulty. This duplication has the powerful advantage of evaluating not only the instruments and instrument connections, but also the protocol and experimental methods utilized in carrying out the experiment. To the customer, this sensible approach to applications support means that support can be managed and budgeted annually, ensuring cooperation and assistance when troubles occur, and that minimal time will be required of you and your staff.

Key Benefits

Capabilities

Application Consultation
Pre-paid access to experienced chromatographers who can analyse your problem
Problem Reconstruction
Protasis/MRM will replicate your experimental method in its laboratories to aid in rapid diagnosis of specific problems.
Remote Diagnostics (future)
Protasis/MRM can capture your signals remotely to aid in rapid diagnosis of your problem.

Repair Procedures

Tier 2: Hyphenated Application Support is provided in the following manner:

1) Customer fills out web form for "Tier 2 Hyphenated Application Support," describing the problem or difficulty and completing the necessary contact information. Alternatively, customer can opt to call the Protasis/MRM service and repair line to describe the problem.

2) An appropriate Protasis/MRM staff member calls the customer to begin resolution of the difficulty.

3) The staff member takes appropriate action, based on the information received, to work toward resolution of the difficulty or area of question.

 

 

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