Customer support

Our team of highly trained engineers provides worldwide support, both remotely and on-site, for all Excillum products. We also offer a wide range of preventive maintenance and troubleshooting programs to ensure that every customer achieves the highest uptime and trouble-free operation.

Although our MetalJet and NanoTube X-ray sources operate with the highest performance and reliability, regular maintenance is required. Your service solution will depend on whether you’re a direct customer of Excillum or use a system from one of our partners which includes an Excillum X-ray source.

Partners

We work with a number of partners who integrate our X-ray sources into complete systems that they, in turn, sell to their customers. Typically, our partners provide support through their own service organizations. If you are a user of an Excillum X-ray source that is part of a complete system or instrument, we recommend that you first contact the supplier of the system for support.

For our partners, we offer the following services:

Training

Customized operation and maintenance training programs, both on-site and at Excillum. We train the service organization in how to install and service the X-ray source, replace consumables and perform preventive maintenance. We also offer various levels of in-depth troubleshooting trainings.

Installation and start-up support

To ensure smooth and easy start-up and integration of the X-ray source, a service engineer provides on-site training of the partner product organization when the X-ray source is being delivered.

2nd line support

Help desk: Call our help desk to get direct online support from a service engineer. The service engineer will remotely connect to the X-ray source to guide and assist you in finding a solution to the problem.

On-site visits from a service engineer: For troubleshooting, corrective maintenance or preventive maintenance.

Consumables and spare parts

Some parts of the X-ray source need replacing after a certain period of operation, and others may need replacement for other reasons. Replacement parts can either be purchased as needed or as specified under a service agreement.

Service agreements

We offer various service agreements, tailored to your needs. Agreements range from supply of consumables to full-service agreements where Excillum plans and performs all necessary service at a fixed annual cost.

Direct customers

Direct customers integrate our X-ray sources into systems that they design and develop themselves.

For direct customers, we offer the following services:

Training

Various levels of training programs from basic maintenance to troubleshooting of the X-ray source.

Installation and start-up support

To ensure smooth and easy start-up and integration into the system, a service engineer is present on site when the X-ray source is being installed.

Support

Help desk: Call our help desk to get direct online support from a service engineer. The service engineer will remotely connect to the X-ray source to guide and assist you in finding a solution to the problem.

On-site visits from a service engineer: For troubleshooting, corrective maintenance or preventive maintenance.

Consumables and spare parts

Some parts of the X-ray source need replacing after a certain period of operation, and others may need replacement for other reasons. Replacement parts can either be purchased as needed or as specified under a service agreement.

Service agreements

We offer various service agreements, tailored to your needs. Agreements range from supply of consumables to full-service agreements where Excillum plans and performs all necessary service at a fixed annual cost.

Our support team

Excillum Irene Cimatti image

Irene Cimatti, Ph.D.

Field Service Engineer

Mattias Areskog

Field Service Engineer

Mirdad Rabbinson, B.Sc.

Field Service Engineer

Sotirios Droulias, Ph.D.

Field Service Engineer

If you would like to know more, please get in touch

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