revvity CELLOMETER ASCEND - Chapter 11. Revvity Support; Scope of Support Services; Contact Methods; Reporting an Issue to Support

8004708 Cellometer™ Ascend User Manual Rev A 49
Chapter 11. Revvity Support
This chapter presents the scope of Support services and provides contact methods. In addition, it contains
instructions on how to report issues to Support and generate diagnostic reports to assist with troubleshooting.
SCOPE OF SUPPORT SERVICES
Revvity provides customers with outstanding support including the following services:
• Online and in-lab customer training
• Creation of new cell types
• Optimization of counting parameters
• Creation of new report templates
• Troubleshooting via telephone
• Periodic safety checks and functional evaluations (offered as part of a separate maintenance contract)
To inquire about training, visit our website at https://www.revvity.com/contact-us/customer-training and choose
the Cell Counting and Image Cytometry service. Enter your contact details and any training comments/questions.
CONTACT METHODS
If there is a technical issue with your instrument, contact Support using the following methods:
• Visit https://www.revvity.com/contact-us/instrument-support-and-service and choose the Cell Counting and
Image Cytometry product for support. Enter instrument serial number, name and model, your contact details,
and a detailed description to report the issue to Support.
• Visit https://www.revvity.com/contact-us-by-phone to find the global phone number for your area.
• Send an email to CellC-support@revvity.com
Reporting an Issue to Support
If a technical issue encountered cannot be resolved using troubleshooting steps presented in this guide (see
Troubleshooting and Instrument Messages on page 47) or if the issue persists after rebooting the instrument,
perform the following steps before contacting Support to report the issue:
1. Record the error message.
2. Record the sequence of events leading up to the error, if possible.
3. If necessary, close the error message window.
4. Record the Serial Number located on the Device Label for your instrument.
See Device SN Label on page 11.
Gathering these details prior to contacting Support will be helpful as they troubleshoot the technical issue.