Support designed around your instrument, application and operating environment. What HT-Nova can do for a particular unit depends on the product, its configuration, where it is deployed and the condition it is in.
HT-Nova products range from sensor modules and handheld instruments to vehicle-mounted equipment, integrated systems and unmanned payloads, built on different detection technologies. What can be diagnosed remotely, what can be handled on site, what needs qualified technical personnel and what needs to come back to HT-Nova all depend on which product it is, how it is configured, where it is deployed and what has happened to it.
So the quickest route is rarely a general description of the fault. It is the model, the serial number and what the instrument is actually doing - from there the service team can say what applies to your unit.
Questions about operating an instrument, configuring it, interpreting how it is behaving, data and software communication where the product supports it, error messages and codes, hardware diagnosis, and performance that does not look right.
Most of this starts as a conversation. How far it can go without hands on the instrument depends on the product, which is why the model and serial number matter from the first message.
Instruments that work in the field accumulate wear, contamination and ageing components, and performance can change gradually enough that nobody notices until it matters. Planned maintenance is how that is found early rather than during a task, and it is also when physical damage tends to come to light.
What it involves, and how often it is sensible, depends on the product and on the environment it works in. HT-Nova publishes no single schedule for the portfolio; the product instructions are the reference for a given instrument. Scheduled inspection visits can also be arranged at cost; contact HT-Nova for scope and pricing.
Depending on the product, some components are intended to be replaced by the user, some require qualified technical personnel, and some faults need deeper inspection than is possible where the instrument is used.
The product instructions say which is which for your instrument. Where they do not, ask before opening anything - on several HT-Nova products the answer is not what the outside of the case suggests.
Some products use consumables, or parts that wear during normal use. How quickly depends on the detection technology, how often the instrument runs, the application, what it has been exposed to and the conditions it works in.
Replacement points and part specifications come from the product instructions rather than from a general rule, and a part intended for one product should not be assumed to fit another.
Where a product supports it, technical support can cover configuration, communications, software operation, diagnostics and approved firmware or software maintenance.
This is not offered for every product or every configuration, and it is not a commitment to indefinite updates. What is available for a particular unit is confirmed case by case.
Internal repair, specialised testing, component replacement, a fault that keeps returning, performance that stays abnormal after troubleshooting, or a functional verification that does not pass are the cases where deeper service is usually the right answer.
Where that work is carried out, and whether it can be done where the instrument is, is decided case by case rather than by a standing rule.
Extended warranty options are available for eligible equipment. Ask HT-Nova which options apply to your product and region.
Product and operator training can be arranged for customer teams, covering operation, maintenance and troubleshooting for the relevant product.
HT-Nova equipment is used where hazardous substances are present. Before returning or shipping any instrument that may have been exposed to hazardous chemicals, biological materials, radioactive contamination or other dangerous substances, contact HT-Nova first and describe the exposure.
This matters for the people who handle the equipment next, and it also decides what is possible. Depending on the substance, the product and the countries involved, additional handling, documentation, packaging, transport and acceptance requirements may apply, and some items may not be able to travel at all.
HT-Nova will confirm what is required for your situation. Do not send potentially contaminated equipment before that has been agreed, and do not treat this page as shipping guidance - the transport of dangerous goods is governed by the rules of the jurisdictions involved and by your carrier.
Have the product model, the serial number and a description of what the instrument is doing to hand. It is what turns a general question into a specific answer.
Technical Support Request