Customer Support

At A Glance

  • Flexible Support Packages
  • Training Services
  • Technical Documentation
  • System Upgrades

Building Relationships that Stand the Test of Time MDS believes superior client support is paramount in establishing and maintaining a committed and enduring relationship with its clients. MDS takes great pride in ensuring client satisfaction is sustained beyond the conclusion of a given project.

Flexible Support Packages

Testament to the value MDS places upon long-term client relationships, MDS offers complete client support packages that include:

  • A worldwide 24-hour telephone hotline
  • Field service representatives
  • Software and hardware upgrades
  • Management of critical spares
  • Preventive maintenance and calibration services
  • Client training
  • Industry leading online documentation.

8 a.m. – 5 p.m. EST Client Help-Line

  • To answer any client inquiries, and to provide system troubleshooting assistance and engineering solutions assistance

Worldwide Client Hotline

  • Designed to assist our clients 24 hours a day, 7 days a week

Field Service Representatives (FSR)

  • To help increase our client efficiencies, MDS FSRs reside at our clients’ site for the duration of a given project, and will serve as your primary MDS contact for all technical matters related to the facility and data acquisition system

Software Upgrade Support

  • MDS software is continually being enhanced, as we respond and flex to individual client requirements and recommendations. Software upgrades can be included in the Support Package or purchased separately

Hardware Upgrade Support:

  • Recognizing the constant and rapid evolution of technology, MDS provides hardware upgrade migration paths for all of its systems

Management of Critical Spares

  • MDS offers management of strategic spare parts for its clients. This support component provides our clients with reduced cell down-time without the need to invest in a large spares holding

Maintenance Support / Calibration Services:

  • MDS offers its clients with scheduled preventive maintenance and calibration services (to National Standards) for all facility and test systems
  • MDS also maintains a complete technical support capability in the UK and Germany from which it extends its support and calibration services to its European clients

Warranties

  • MDS offers a standard warranty support program to all of its clients to ensure client satisfaction and peace of mind

Client Training

  • MDS delivers a focused learning experience to its clients
  • The MDS curriculum blends classroom instruction via electronic media delivery coupled with the hands-on experience needed to provide the most effective learning experience for our clients.
  • MDS instructional methodology includes the provision of comprehensive training programs for onsite or in-house training typically provided by instructors who are members of the MDS design, construction, and (or) testing teams

Technical Publications

  • A MDS developed computer based online documentation system provides the user with immediate access to operations and maintenance information with the click of a button
  • MDS transcends traditional concepts by integrating advanced features and stylized layouts
  • The MDS online system is fully navigable, and supplemented with high-resolution images that depict actual system screens and hardware
  • MDS provides a recommended spare parts list that is generated based upon probability- impact analysis to ensure minimal facility down time
  • MDS provides a series of viewable and printable forms called Maintenance Cards to assist, instruct, and document the maintenance and troubleshooting tasks

Related Publications

  • Operations and maintenance manuals
  • Installation manuals
  • Maintenance cards
  • Recommended spare parts lists
  • Training manuals