Customer support and services

Commissioning, maintenance and repair worldwide

Our service team commissions your new Nanoscribe 3D printer on your premises. We provide a pre-consultation to check that the operating infrastructure and environment are appropriate for optimal printing results. During the commissioning process, the system is thoroughly calibrated, aligned and tested to ensure all specifications are met. Additionally, theoretical and hands-on training sessions help users familiarize with the hardware, software and workflows.

We offer worldwide maintenance services for your 3D printer, ensuring consistent printing results and a long instrument lifetime. Repair solutions bring your 3D printer back into operation should an issue arise.

General and solution set specific training sessions

Our aim is to bring new users up to the level of expert Nanoscribe users within a short time. Get general training sessions on the overall operational knowledge of the 3D printer or attend advanced training sessions specifically tailored to our 3D Microfabrication Solution Sets. The advanced training prepares for either printing structures with

• small features on the order of a few microns or smaller (Solution Set Small Features) or
• medium-sized features on the order of 10 μm or greater (Solution Set Medium Features) or
• large-sized features on the order of 20 μm or greater (Solution Set Large Features)

NanoGuide - extensive online knowledge base

As a Nanoscribe user, NanoGuide is your 24/7 support portal with the latest information on 3D microfabrication. It provides detailed information and guides on Nanoscribe hardware, software, photoresins and print processes.

If you have a question that NanoGuide cannot answer, submit a support request to our service team directly within NanoGuide or contact us via support@nanoscribe.com or +49 721 981 980 400.

Technical and application support

We will process your support request as efficiently as possible by understanding your problem and then developing suitable solutions. We use software tools to remotely inspect and configure your printer.

Our experts are ready to turn your design concepts into physical products. Application specialists assist you remotely or on-site and provide customized print recipes. Benefit from our application support and save precious time, especially when printing challenging structures.

Maintenance and guarantee contracts

Long-term maintenance contracts are a recommended addition to any crucial investment. Regular preventive maintenance ensures that your Nanoscribe 3D printer will perform optimally in the future and expedites diagnostics and service. On-site maintenance typically includes an optical alignment, hardware calibration, cleaning and software updates. Visits can be arranged on-demand or as part of long-term maintenance contracts.

Guarantee extensions cover all costs for spare parts, repair services and travel. Extended guarantees become effective after the standard guarantee of 12 months from commissioning is expired. An extended contract ensures that you are back up and running as quickly as possible. Futureproof your finances with a long-term and reliable guarantee contract and get the services that your printer needs on time.

Upgrade and relocation services

Older Photonic Professional systems can be upgraded to the latest hardware versions or expanded with a new solution set. After the installation, users will be trained to make use of the new features right away.

Our relocation services include disassembly, packing and preparation of your 3D printer for transport between laboratories, cities or even countries. A complete setup, full system check and realignment at the new location will be performed, along with optional training if required.