Service
Long-term customer support is part of the instrument, not an add-on.
What service covers
Four stages, one team: the people who select and qualify your instrument are the people who support it for its whole life on the line.
Product Selection & Technical Consultation
Tell us your process, container format and pharmacopeia requirements — we recommend the instrument, method set and acceptance criteria. We size the configuration rather than making you fit a standard one, and document the recommendation so the decision itself is part of the record.
Installation Coordination
Installation coordination and an extensive qualification documentation package, including guides for IQ / OQ / PQ, with 21 CFR Part 11 support. The documentation is part of the delivery, so the instrument goes live inside your validated environment from the first run.
Training & Troubleshooting
Operator training and responsive troubleshooting from our U.S. team. The instrument performs the measurement, the operator performs the connection — the same result from the morning shift and the night shift. When something is off at 2 a.m., someone who knows the machine answers.
After-Sales
Long-term after-sales service and spares for every MedIntegrity instrument we ship. Service is part of the instrument, not an add-on: the same team that selected and qualified it supports it through its life on the line.
What a service request looks like
Send us the question — the instrument, the application, what is happening — and we respond from the U.S. service team, not a ticket queue. Typical requests: confirming the right model for a new container format, sizing a multi-channel configuration for lot-scale work, extending a qualification package to a new site, or a method question your SOP does not answer. The answer is in writing, so it joins the record rather than living in a phone call.
Qualification documentation, by the numbers
Every instrument ships with the qualification documentation package — guides for installation qualification, operational qualification and performance qualification — and 21 CFR Part 11 support, with development in accordance with GAMP guidelines. Electronic records are sized for five years or more, with audit trails and quick retrieval by time. That is the package the auditor reads when the question comes.
Frequently Asked Questions
Do you provide IQ/OQ/PQ documentation with the instruments?
Yes. The qualification documentation package — guides for installation, operational and performance qualification — is included with every MedIntegrity instrument, with 21 CFR Part 11 support and GAMP-aligned development.
Do you support customers outside the United States?
Yes. MedIntegrity LLC is U.S.-based in Santa Clarita, California, and coordinates installation, training and after-sales across time zones. Referenced customers include Sunny Pharmaceutical in Egypt and BeiGene USA in the United States.
What training do you provide?
Operator training so the result is independent of who runs the test — the same measurement from the morning shift and the night shift — plus method-level support so your SOP reflects what the instrument actually does.
What if an instrument fails during production?
Responsive troubleshooting from our U.S. service team, with long-term after-sales service and spares for every model we ship. The service team is the same team that selected and qualified the instrument.
Need a quote or technical advice?
Tell us your application — our U.S. team responds with product selection, documentation and pricing.
Request a Quote