All users have access to phone, email, and online support for the lifetime of the system (this includes general questions, support guidance, and troubleshooting assistance). Support issues will be handled with a standard ticketing queue as determined by Montana Instruments. Resolution of support issues may incur additional service charges after customer approval. See the End-of-Life Policy for more information and a list of applicable systems.
Onsite technician fees, service charges, and replacement parts may be covered under warranty. Please refer to the Limited Warranty Agreement for details.
Replacement parts may be needed if a system component fails or degrades under normal use outside of warranty, experiences heavy or abnormal usage, or is otherwise damaged or lost. Replacement parts include any standard components shipped with the original configuration, such as temperature sensors, fasteners, windows, and cables. Replacement parts may be limited for legacy systems (refer to the End-of-Life Policy for more details).
Contact a service representative to order replacement hardware and for instructions on proper installation. If part installation must be completed by an authorized service representative, the general service labor rate and any onsite technician fees will be itemized separately.
Any new, custom, or upgraded options are not considered replacement hardware and must be purchased through a sales representative.