Service
Installation & commissioning
Unpacking, siting, utility checks, assembly and first run on your bench. We confirm the instrument performs to specification before we leave it with you.
Home/Services
Services
An instrument is only useful once it is installed, qualified, calibrated and understood by the people running it. That work is ours, not yours.
Service desk
Report a fault
- +92 340 2750207
- info@arraygroup.tech
- Include
- Model & serial number
What is included
Eight things we do besides sell you the box.
Some are covered by the supply contract. Others are quoted separately. Either way, the engineer who comes is the one we trained on that instrument.
Service
IQ, OQ and PQ documentation
Installation, operational and performance qualification protocols executed and signed, in a format your quality unit can file and an inspector can follow.
Service
Calibration & requalification
Scheduled calibration against traceable standards, with certificates issued each time. Requalification ahead of an audit or after a move or major repair.
Service
Preventive maintenance
Planned visits that replace wearing parts before they fail: seals, filters, lamps, tubing, drive belts. The visit is logged and the next one is booked before we go.
Service
Breakdown response
Fault diagnosis over WhatsApp or phone first, because a good number of stoppages clear without a visit. An engineer is dispatched when it does not.
Service
Spares & consumables
Genuine parts ordered against your serial number, with fast-moving items held locally for the models we have installed in Pakistan.
Service
Operator & analyst training
Hands-on training in your lab, on your instrument, against your own SOPs. Refresher sessions when your team changes, so competence does not walk out the door.
Service
Annual maintenance contract
One agreement covering the calibration calendar, preventive visits, priority breakdown response and agreed spares. You stop tracking due dates; we do it.
Service
Relocation & re-siting
Moving an instrument between rooms, floors or plants: decommissioning, transport, reinstallation and the requalification that has to follow it.
Documentation
What an inspector asks for, ready before they ask.
The instrument is half the purchase. The other half is the paperwork that proves it does what the method says it does — and that it still did so last quarter.
- Installation qualification, signed and dated on site
- Operational qualification against the manufacturer’s acceptance criteria
- Performance qualification run on your own product where the method allows
- Calibration certificates with traceability to national standards
- Service history for the life of the instrument, retrievable on request
- Training records naming who was trained, on what, and when
Coverage
Where our engineers travel
Service is dispatched from Karachi to the pharmaceutical clusters across the country.
- Sindh
- Karachi, Hyderabad, Sukkur
- Punjab
- Lahore, Faisalabad, Multan
- Federal & KP
- Islamabad, Rawalpindi, Peshawar
- Balochistan
- Quetta and surrounds
Travel and lodging quoted per visit
When something stops working
How a service call actually runs.
Four stages, in this order. Most calls close at stage two without anyone travelling.
-
You report it with the serial number
WhatsApp or email, with the model, the serial number, the error shown and a photograph if there is something to see. That is enough to start.
-
We diagnose remotely first
An engineer works through it with your operator the same working day. Settings, consumables and calibration drift account for a large share of reported faults.
-
Site visit, with the likely part in hand
If it needs an engineer, we send one carrying the parts the diagnosis pointed at — rather than visiting once to look and again to fix.
-
Verification and a service report
The instrument is re-verified against its acceptance criteria and you receive a written report for the equipment file, including anything we recommend watching.
Support agreements
Three ways to be covered.
Pick the level that matches how critical the instrument is to your release schedule. All three are quoted against your specific installed base.
Agreement
Warranty support
Included with every instrument we supply, for the manufacturer’s warranty period.
- Remote diagnosis
- Included
- Warranty repairs
- Included
- Preventive visits
- On request
- Calibration
- Quoted separately
Agreement
Preventive maintenance contract
A fixed schedule of visits and calibrations, so nothing falls due unnoticed.
- Remote diagnosis
- Included
- Preventive visits
- Scheduled
- Calibration
- Included
- Parts
- Quoted as used
Agreement
Comprehensive annual contract
Everything above plus priority response and agreed spares, on one annual figure.
- Remote diagnosis
- Priority
- Preventive visits
- Scheduled
- Calibration
- Included
- Parts
- Agreed list included
Already own the instrument
We service what we supply, and we will look at what we did not.
Send the model and serial number. We will tell you honestly whether we can support it.