LunaCare
Instrument
Support Plans

Engage Luna’s extensive technical expertise with the click of a button. Upon logging into the customer portal, you will find a plethora of knowledge articles, demonstration videos, software tutorials and frequently asked questions. When you register your instrument serial number in the portal, your inquiries will automatically be directed to the appropriate Luna staff for support. Response times vary, however, with Priority Service (as described below), you can expect a response within one business day. Technical support services include general training on instrument use and care, how-to topics, and basic diagnostics.

Engineers with hands-on experience are available to perform tests in the lab and in the field. Whether you need help with Instrument training, setting up your test, evaluating test results, analyzing data, or even utilizing Luna engineers to perform testing services, our applications consulting team is here to help. Business Priority and Business Critical support plans include one business day per year of Application Consulting services. Services may be offered at your location for an additional fee. Travel fees for in-person are not included in this plan and will be quoted at the time of service. The scope of services must be reviewed and agreed upon prior to engaging in work.

Luna’s global support team stands ready to assist all of our customers! Great service is our promise and as part of our Business Priority and Business Critical support plans, Priority Service is guaranteed. Luna technical experts will respond to your inquiry within 1 business day.

Providing firmware updates or helping to diagnose possible instrument damage, Remote Diagnostic support can be an efficient way to address updates and answer questions.

In the event that your instrument requires a factory repair, LunaCare support plan customers can expect priority treatment from our team of dedicated customer support technicians. Repairs will be subject to the warranty terms and conditions. For instruments beyond the factory warranty, the evaluation fee will be waived for LunaCare Support Plan customers and repairs will be quoted based on necessary parts and labor.

LunaCare Support Plan customers will benefit from an annual inspection. Luna technicians will inspect each connector and provide a laser inspection and retuning as necessary. While Luna’s instruments do not inherently require calibration, the annual inspection ensures your instrument is running at peak performance.

Proper care and maintenance will ensure your instrument is operating at its best. Many of the challenges with instrument performance can be prevented with proper cleaning and handling of fiber optic connections. In addition to annual inspection, LunaCare Support Plan customers will benefit from an annual cleaning, and updating service. Furthermore, Luna techs will install any software or firmware updates.

Whether it’s a production line, a test lab, or a field monitoring application, Luna knows how important it is to keep your processes going. Business Critical Support Plan customers will enjoy the added benefit of utilizing a loaner instrument while theirs is in for maintenance or repair.