SIMPLE ANSWERS TO FREQUENTLY ASKED QUESTIONS

FAQs

Getting Started

I am not familiar with cryogenics. How much learning is required?

Having an instrument you can simply bolt to an optical table, insert a sample, push “cooldown” and not even think about vibrations, temperature stability, or liquid cryogens was the goal when developing the Montana Instruments Cryostation®. This makes it simple and efficient for the researcher or graduate student who is new to cryogenics, as well as the seasoned expert. There are a few basic techniques to learn, such as sample mounting and wiring best practices, but you're not on your own. The experts at Montana Instruments are here to help.

How do I select a platform configuration?

If you are looking for a multi-functional platform, we suggest starting with one of our Cryostation® platforms. System engineers will work with you to select or design a configuration (sample mounting, electrical & optical access, etc.) to fit your unique needs.

If you would like assistance evaluating the various platforms and configuration options, contact us to talk directly with a sales engineer.

Testing & Performance

What do you test before shipment?

We believe it is important for users to understand the baseline performance for their particular system, so we provide a Certificate of Performance on each system that is shipped. Every assembled system goes through multiple cooldown and warmup cycles at the factory to ensure all core functions are operating as expected.

Will I see the same performance in my lab that you got during your tests?

Performance should be within specification and close to factory results. If you are experiencing large deviations in performance, please contact our technical support team for assistance.

Shipping, Installation & Setup

When will my system arrive?

Delivery timelines can be influenced by a number of factors, including system complexity and options, production backlog, and installation scheduling. Upon receipt of a purchase order and customer approval of the customer review document, a sales representative will provide an estimated shipping date based on the current production queue. If you need the system by a specific date, please discuss this with your sales engineer prior to placing the order.

How big are the packages when it arrives?

Please refer to the Lab Requirements document for your particular system for estimated shipping weights and dimensions.

What utilities are required (power, water cooling, etc.) to run the system?

Please refer to the Lab Requirements document for your particular system for a detailed overview of utility and power requirements.

How much equipment space will I need?

Please refer to the Lab Requirements document for your particular system for a list of the main system components, dimensions, and layout considerations.

Will I be able to set up the system myself? Will you install it for me?

Refer to the System User Manual for detailed installation instructions. Depending on the options involved, most users can unpack and set up a system in approximately half a day. For systems with more than three options or custom design work, we strongly recommend the purchase of an installation. In the case of complex customizations, installation may be required. The installation will be a separate line item on the quote.

Service & Training

How do I get support during installation?

If you have questions during your installation, contact our service and support team for assistance.

How do I get service after we get it set up?

Contact our service and support team anytime with questions about your system performance or setup.

Can I get service after the warranty runs out?

Technical support and service is still available after your warranty expires. General troubleshooting and diagnostic assistance via email and phone are available for the lifetime of your system. After the warranty period, onsite service, parts, and labor are charged at standard rates.

How long is your warranty?

Our standard product is 24 months after shipment.

How much maintenance is required?

Refer to the maintenance section of the System User Manual for recommended routine maintenance and system care procedures.

Not finding your question?
Contact a Customer Service Engineer.
customer service engineer