Technical Support for Installed Instrumentation
Remote and on-site technical support for instruments already in service — configuration, diagnostics, parameter changes and manufacturer software.
Most of what an instrument needs after commissioning is not a repair and not a visit. It is a parameter that has to change because the process changed, a diagnostic message nobody recognises, a firmware question, or a configuration that has to be restored after a device was replaced. SEMAC supports the instruments it supplies and the installed base it has worked on, and the majority of it is resolved remotely — usually the same working day.
- 1Engineering
2Commissioning 3Maintenance & repair 4Technical support
What it covers
Remote support
By phone and online, with your engineer at the device. For most configuration and diagnostic questions this resolves it without anyone travelling.
Configuration and parameter changes
Ranges, units, damping, alarms, outputs and protocol settings adjusted when the process or the control system changes.
Reading the diagnostics
Modern instruments say a great deal about their own health. Interpreting what a device is reporting is often the whole answer.
Manufacturer software and firmware
Configuration and asset-management software from the manufacturers we represent, plus firmware questions and version issues.
Replacement and restoration
Getting a replacement device configured the way the old one was, so a swap does not become a fortnight of chasing a changed reading.
On site when remote is not enough
Where the question cannot be answered down a phone line, an engineer comes out — from Thessaloniki or Athens.
How we work
- 1
Call or write, with the nameplate
The model and serial number, what the device is doing and what changed. A photograph of the display and the nameplate answers half the questions before they are asked.
- 2
We work it through with you at the device
Remote support works best when someone is standing at the instrument. Most questions end here.
- 3
If it needs the manufacturer, we ask them
Our relationship with the manufacturers we represent is the route to device-level support, and we use it on your behalf rather than sending you to a support portal.
- 4
If it needs an engineer, one comes
And if what it actually needs turns out to be a repair, it moves to maintenance and repair rather than staying a support call.
What you receive
An answer, and the reasoning behind it — not just a setting to type in A record of any parameter that was changed, and what it was before Configuration files where the device and the software support them Escalation to the manufacturer where a question needs device-level engineering A clear handover to repair or on-site work when support is not the right answer
When you need it
A message or alarm nobody recognises
A diagnostic code, a status message or an alarm that the manual explains in language that does not help.
The process changed and the settings have not
A new product, a new range, a new throughput — and an instrument still configured for the old one.
A device was replaced
The new one is in, and it does not read like the old one because it is not configured like the old one.
A software or firmware question
Configuration software, a version mismatch, or a tool that will not connect to the device.
Common questions
Keep your instrumentation performing at its best
Speak with SEMAC's service team to discuss your maintenance needs and plan your verification & calibration service.