Support
Worldwide Support
Free first-line customer support & guaranteed long-term product support.
FREE first-line customer support
Connect with our experienced technical staff who can address any hardware or software problems you may encounter.
We have multiple offices worldwide and provide access to support engineers with many years of experience in functional testing who are committed to responding in a timely fashion.
Guaranteed long-term support
You expect your test systems to last at least as long as the products you are testing.
We understand this need and are proud that our critical components, software and cabling are designed and manufactured in-house. These capabilities enable us to provide our customers with guaranteed long-term support and low obsolescence.
We strive to support our customer’s needs long-term
- Support the products you purchase from us typically 15–20 years from date of delivery.
- Continually update our product line, so even if a product happens to become obsolete, we will strive to provide you a functional equivalent to replace it.
- Manufacturing older revision products to special order for compatibility purposes, on a best effort basis. If we can’t manufacture the identical product - we will strive to offer you a functionally equivalent alternative.
- Service and repair all of our products, even if discontinued, on a best effort basis.
Repairs
All repairs are on a return to factory basis. Repairs out of warranty are charged based on the parts and labour required, not on a standard or fixed fee or list price percentage basis.
Products serviced and repaired out of the warranty period are warranted for 90 days. Repairs are identified with an RMA number, which you can do online or with your local office.
Application support
Our application support team is based worldwide and has the required experience and training to address any hardware or software problems you may encounter.
Before contacting our support team, we recommend you check our Knowledgebase where you can find answers to common support questions.
Warranty support returns
Pickering stands behind all of our products with a standard three-year warranty.
If you need to return a product for warranty support, please request instructions and a RMA number online or through your local office.
Spare parts
We offer comprehensive spares support, from component parts to spare relay kits. To purchase spares, contact us here (please have your model number available).
Knowledgebase
Have questions or need some help? While we enjoy talking to you and helping you by email or phone, you may find your answers.
Partner program
We work with many partnering system integrators who are equipped to develop custom solutions for your application.
MTBF Figures for Switching Systems
We are able to provide MTBF figures for switching systems to MIL217F Notice 2 on request. To obtain a calculation, please contact support (please make sure that "MTBF request" is in the subject line before sending), and we will send you a simple form to complete, which you fill in for each request. Upon receipt of a completed form, we will send you a copy of your form with an MTBF figure.
Additional Services Offered
- Calibration/verification
- Hardware upgrades
- Refurbishment
Have questions or want to learn more about our support offerings, please feel free to contact us – one of our team members will get back to you right away.