Service & Support
Support Throughout the Equipment Lifecycle
NineScrolls helps customers plan delivery, installation, training, and ongoing support throughout the lifecycle of their equipment. The scope for each system is set out in its quotation, warranty, and any service agreement.
The Equipment Lifecycle
- Factory Acceptance
- Delivery & Installation
- Training
- Operation & Technical Support
- Parts & Maintenance
- Extended Service
On-site service is currently available in the continental United States and is arranged by scope, location, and parts availability.
Installation & Commissioning
Plan the handoff from factory preparation to operation at your facility. Each quotation defines the installation, commissioning, and training scope for the system, including any remote guidance or on-site work.
Discuss Installation Requirements
Factory acceptance
Review the factory acceptance scope and records specified for your system before shipment. For ICP-RIE systems, standard FAT covers vacuum, RF, gas control, and etch performance on standard silicon test wafers. Customer-specific materials and process results are outside that standard FAT scope.
Site readiness
Use the facility requirements for your system to plan the delivery route, equipment footprint, electrical supply, gases, cooling, and exhaust connections, as applicable to the configuration.
Installation
Confirm the delivered configuration and agree the startup responsibilities. Remote commissioning guidance or on-site installation is provided according to the quotation; on-site work can be quoted where it is not included.
Commissioning & acceptance
Review the startup checks and acceptance conditions agreed for the system. Customer-specific process development and verification beyond the agreed scope are quoted separately.
Technical Training
NineScrolls helps customers plan operator training, installation training, and safety guidance for their equipment. The training scope depends on the system, configuration, and quotation or service agreement.
Operator training
Discuss operator training for your system's operating sequence and routine use. Training included with delivery or arranged separately is defined in the quotation or service agreement.
Installation training
Discuss installation training for configuration checks, site preparation, utility connections, and commissioning handover. The scope depends on the equipment and agreed delivery responsibilities.
Safety guidance
Review the Academy safety notes alongside the instructions for your system and your facility's operating procedures.
Academy provides courses and reference resources for supported systems. See Academy for currently available resources and their applicability. New resources do not change the training included in your quotation or service agreement.
If you cannot find a suitable resource or need help with access, contact support to discuss your training needs.
Technical Support
Contact NineScrolls for help with equipment faults, control software questions, or process troubleshooting for your NineScrolls system. Diagnosis starts remotely using the information you provide. If on-site work is needed, the scope, labor, travel, and any parts requirements are agreed separately unless covered by a service agreement.
Recipe development for new materials or structures is scoped separately. The next service step depends on the system, issue, and agreed coverage.
Request Technical SupportWhat to Include in Your Request
- Equipment model and serial number
- A description of the issue, when it started, and any recent changes
- Alarm messages and relevant logs
- Photos or video showing the issue, where safe to capture
- For process questions: material, recipe conditions, expected result, and observed result
Email the available information to support@ninescrolls.com. Include only information you are authorized to share; confidential process discussions can be arranged with an NDA.
Parts & Maintenance
Plan replacement parts and maintenance around your system configuration, operating history, and usage. NineScrolls helps customers identify replacement parts, plan recommended spares, and review preventive maintenance needs.
Warranty replacement parts
Replacement parts covered by the limited warranty are supplied by NineScrolls under the applicable warranty terms.
Recommended spares
Ask about a spare-parts package for your system. Recommendations and quotations depend on the installed configuration and support needs.
Consumables
Send the equipment model, serial number, and the part description or photo so we can review your consumables request and confirm the available options.
Preventive maintenance
Discuss maintenance requirements based on equipment usage and condition. Scheduled PM visits can be included in an optional annual maintenance contract.
Warranty & Service Plans
2-Year Limited Warranty
Every NineScrolls system includes a two-year limited warranty covering replacement parts and remote technical support. On-site labor and travel are quoted separately unless covered by a service agreement. The applicable warranty and quotation define the coverage for your system.
Optional Service Plans
An annual maintenance contract can add scheduled preventive maintenance, priority technical support, parts discounts, and service planning according to the selected package. Discuss a plan during the warranty period or when planning support beyond it.
Basic AMC
Starting from $12,000/year
Best for benchtop systems and lower-utilization research tools.
2 preventive maintenance visits
Priority technical support
15% parts discount
Remote diagnosis from logs and alarm records
Premium AMC
Starting from $25,000/year
Recommended for production-scale systems or facilities with tighter uptime expectations.
4 preventive maintenance visits
On-site service scheduled by issue, location and parts availability
25% parts discount
Software updates included
Custom AMC
Quoted by scope
Designed for multi-site deployments, unusual configurations, or specialized support requirements.
Dedicated support planning
Flexible service terms
Optional parts coverage
Custom training programs
Get Support
Choose the next step for your equipment or training needs.
Share an equipment, software, or process issue with our support team.
Opens an email request.
Ask about replacement parts, recommended spares, or consumables for your system.
Opens an email request.
Review preventive maintenance and optional AMC coverage.
Open NineScrolls Academy for your supported system.
If you prefer the contact form, describe whether you need technical support or parts assistance.
Use the Contact Form