Our care support packages bundle popular services to provide you superior, cost-effective customer service including post-warranty phone support, priority scheduling of RMA and calibration services, and free training programs. Call now and ask how to add Chroma care support for the highest customer care in the industry.

• Bronze Support Package
• Silver Support Package
• Gold Support Package

Bronze Support Package

Chroma’s Bronze Care Support Contract provides C8000 and CoolBurn® customers with an economical pre-paid support alternative for non-production test labs. Customers will receive a number of valuable services designed to provide a balance of priority handling and no charge support on a non-critical time basis. The Bronze Level Support Package is our entry level package and includes:

 

 

Extended Warranty Coverage

Included with this package is an extended warranty for all instruments and software with your test system. Any failed item once returned to the factory will be repaired at no charge. Service contract customers receive priority handling over non-contract repairs so repairs can usually be turned around in seven working days. This services does not include installation or de-installation of instruments, or shipping costs.

Advantages of the Extended Warranty Service are that you will receive continued support for your Chroma purchased products beyond the warranty period. Warranty period timing can slipaway and, when it is really needed, ad-hoc funds need to be obtained. The Extended Warranty Coverage solves this problem by providing for “post-warranty” service availability during your purchase budget cycle. You also will obtain priority call queue handling over the standard warranty during heavy call volume situations.

Real-time Remote Support

This product provides the support holder with technology that enables Chroma’s support team to easily and efficiently dial-in to your C8000 to assist in problem isolation including test program debug, software uploads/downloads, memory allocation issues, etc. This capability allows Chroma to see problems directly, thereby speeding up troubleshooting and significantly reducing the time that customer engineers need to be directly involved with the call.

Priority RMA Handling

Should any of your Chroma power instruments require repair or when you send them in for calibration, Chroma Care Support Package members receive priority handling and queuing for these services. This feature allows your critical business resources to be back in operation minimal interruption to your business.

Priority Call Handling

The Bronze Care support holder receives priority handling and treatment by Chroma Support staff. This means that all Bronze, Silver, and Gold care partners receive next-call priority queue handling so that a trained support engineer is working with you to resolve your problem as quickly and efficiently as possible. Additionally, all post-call work, investigations and troubleshooting are handled on a similar care-package priority basis.

Silver Support Package

Chroma’s Silver Care support package provides an increased level of support and customer care with the goal of providing an intermediate support package for high usage facilities. With Chroma’s Silver Care package, you receive all the benefits of our Bronze Care package described earlier plus:

Free annual on-site calibration*

The Silver Care Support package provides the customer with the same support services as the Bronze package but adds pre-scheduled on-site annual calibration of your C8000 or CoolBurn® system.

Annual On-Site Calibration

The Silver Care package means that we will pre-schedule a convenient time to have a Chroma service technician at your site to perform annual calibrations. Using Chroma for your calibration needs ensures that the makers of the equipment – those that know the products the best – are the ones providing you with the industry’s best calibration.

Advantages of having Chroma calibrate your equipment are that Chroma can install any new software, firmware, or engineering change orders which may have been introduced since the time your equipment was originally shipped. And if repairs are required these can be handled at the same time with referral to third parties, all this with the quality and competitive pricing you have come to expect from Chroma.

*Calibration services apply to Chroma instrumentation only.

Gold Support Package

The Gold Care support package provides Chroma’s highest level of support and customer care available. Blending technical support services, priority responsiveness, single point-of-contact communication into one prepaid service contract. With Chroma’s Gold Care package, you receive all the benefits of our Silver Care package plus:

Advanced warranty replacements

One free training course per year**

The Chroma Gold Care program provides the customer with all the features of both the Bronze Care Support program and the Silver Care program. In addition, the Gold Care program provides three very specialized features that are sure to help you run your business, extend your staffing, and provide unparalleled industry support to ensure your Chroma equipment is running optimally at all times.

Advanced Warranty Replacements

For Gold Care customers, Chroma holds dedicated spares and replacement parts which can be delivered anywhere in the world overnight in most cases. This avoids the delays associated with returning equipment for repair and/or evaluation since replacement parts are sent out while the failed item is in transit back to Chroma. It also means customers no longer need to hold a large amount of spare equipment and can dramatically reduce your cost-of-ownership of Chroma’s test systems while ensuring that equipment down-time is minimized.

Free Training Course

This course is offered at Chroma’s facility in Irvine, CA. Travel is not included. With staff rotation being a constant problem within the industry and new test requirements emerging continuously, it can be difficult to maintain trained staff on all products at all times. Chroma helps to solve these problems by ensuring that there is a preset training session for your staff to learn, or to expand their knowledge on an on-going basis.

** Training course is provided at Chroma’s facility in South Orange County, California. Travel is not included.