Support
We build the highest quality instruments for the microXRF and SEM markets, but even the best instruments may have problems from time to time. Our dedicated service staff provides high quality service that ensures maximum performance from every instrument.
On Site and Remote Diagnostics
Our support experts are available to provide on-site and remote diagnostics and repairs. For specific questions, get in touch with support@ixrfsystems.com, or call +1 512.386.6100 to speak directly with someone in our technical support group.
Monday to Friday, 8am to 5pm CT
+1 512.386.6100info@ixrfsystems.comP: +1 512.386.6100For anything outside a technical issue, use the Contact Us form instead.
Customers can text IXRF Technical Support at +1 737-732-9595; by texting, they consent to receive support-related SMS messages from IXRF Systems; message frequency varies; message and data rates may apply; reply STOP to opt out or HELP for assistance.
IXRF does not sell or share SMS opt-in data or personal information with third parties for marketing purposes, plus links to our Privacy Policy and Terms & Conditions.
Frequently
Asked Questions
IXRF customers have access to direct technical and applications support for their instrumentation. Specific warranty coverage, onsite service, and included services depend on the system and service agreement, while IXRF provides both remote and onsite support options.
IXRF technical support is available Monday through Friday, 8:00 AM–5:00 PM Central Time. Customers can contact the technical support team at support@ixrfsystems.com or +1 512-386-6100.
Yes. IXRF uses remote diagnostics as a first step whenever practical, allowing many software, configuration, and instrument-performance issues to be evaluated before an onsite visit is required.
Remote troubleshooting can be used when appropriate and permitted by your organization’s IT and security policies. IXRF support personnel can work with your team to diagnose software, configuration, and instrument-performance issues without an immediate onsite visit.
Yes. IXRF provides onsite diagnostics, service, and repairs when an issue cannot be resolved remotely or requires hands-on instrument service.
IXRF offers instrument, software, and applications training at your laboratory or virtually. Applications specialists can also help users develop analytical workflows and make effective use of their IXRF instrumentation.
Yes. IXRF offers preventive maintenance and service options designed to help maintain instrument performance, reduce unplanned downtime, and support long-term ownership. Service coverage can be tailored to the instrument and customer requirements.
IXRF can continue supporting systems after the original warranty expires through billable technical service, repairs, preventive maintenance, upgrades, and available service agreements. Older SEM-EDS systems may also be eligible for detector, electronics, computer, or software upgrades.
Provide your name, organization, instrument type, system serial number if available, a description of the problem, and any relevant error messages, screenshots, spectra, or images. Clear details about when the issue occurs and any recent system changes can help accelerate diagnosis.
International customers have access to IXRF’s remote technical support, virtual training, applications assistance, and onsite service and training when required. Virtual training and support allow IXRF specialists to work directly with customers regardless of location.