Get Support
Here end-users of HTA products will find all information that may be relevant in case any support need arises.
Supply of services and parts
HTA publishes standard times for the supply of services (SLA) and of spare parts and consumables: an HTA Store account is required to access the links.
Policy Customer of Customer
In its 30+-year history, HTA has manufactured many devices that have been commercialized under its own name (standard products) or under the brand of partner companies (OEM products). Depending on product types, different support paths have been defined: if unsure which category your product belongs to, contact us providing product serial number.
Standard products
Within the warranty period. As first step, you are requested to contact the company who has supplied you with the product.
Out of warranty period. Although HTA recommends obtaining support via a HTA reseller, we do have support packages available for customers who are unable to find a suitable reseller in their area. The HTA Support package is suitable for assisting internal lab technicians in making diagnosis, fix easy-to-medium issue themselves and, eventually, identify the required next steps to solve the problem.
Support is available via a ticketing system. It may be elevated to phone call, video call, remote desktop session by the case managing agent on his/her own discretion. For remote sessions, Anydesk or HTA’s own web conferencing platform will solely be used.
Each ticket will be charged – according to complexity – from EUR 80 to 320 (VAT excluded).
OEM products
A large number of products designed and manufactured by HTA are commercialized by OEM partners. In case of OEM products, our partner company has exclusively reserved the rights and duties of technical assistance as specified in the user manual or in the accompanying documentation at the time of supply.
So, the technical support and each kind of information must be asked to the company that has exclusively reserved the rights and duties of technical assistance on the product. Due to contractual obligations, HTA cannot deviate from this path unless it is authorized by the owner of the rights and duties of technical assistance on the product.
Contact us: Support
