Our Per Incident Support service is designed to address specific equipment issues through a structured diagnostic and resolution approach. Backed by highly experienced engineering experts, we support wide range of life science & laboratory equipment’s with a focus on accuracy, reliability, and minimal downtime.
PIR services include any of following:
- Inspection visits
- In-depth instrument diagnosis and repair service
Per Incident Repair Service Scope
An incident is defined as a specific, reported issue related to system performance, malfunction, or error. The service cycle begins when a request is logged and concludes upon resolution of that issue. Each incident is handled independently to maintain traceability and ensure focused diagnosis. Any additional or unrelated faults identified during the process are treated as separate incidents.
Service Availability
Service support is available during standard business hours on all working days:
- KSA, Qatar, Oman: Sunday to Thursday, 08:00 AM – 05:00 PM
- UAE & India: Monday to Friday, 08:00 AM – 05:00 PM
- All calls to be logged via email at service@igbiosystems.com or using Toll free number UAE: 8004425433 / KSA: 8004400200 / Qatar: 8002026 / India: 18008907470.
Software & Hardware Upgrades
We provide upgrade support to maintain system compatibility and performance enhancement as per latest manufacturer guidelines
- Installation of updated software versions with respective updated operating system such as windows/Linux versions as applicable for multi-vendor instruments.
- Hardware upgrades for performance enhancement or feature addition
Remote Response & Diagnostics Service
Upon service request, our call qualifier initiate a structured response process:
- Initial assessment through remote diagnostics (where feasible)
- Identification of probable root cause
- Recommendation of corrective action or field visit
This approach helps faster response time, reduce resolution time and ensures efficient use of on-site service where required.
Remote Technical Support
Remote support is provided by qualified technical specialists to:
- Analyse system errors and performance issues
- Guide basic troubleshooting steps
- Support faster decision-making prior to site visits
