Technical Support
Boreal Laser provides telephone and e-mail support on basic system operability and troubleshooting assistance within the operational specifications of Boreal Laser supplied Analyzers, Measurement Heads, Cables, Retro-Reflectors and accessories.
To help expedite the support process, we ask you to pull the Logfiles before you reach out to our team, as this will be the first thing we ask for.
Downloading Logfiles
GasFinder3 Analyzers:
Instruction: For quick instruction, on how to Download Logfiles onto a USB Stick, see below. For full instructions, please: Click Here
GasFinder2 Analyzers:
Instruction: For quick instruction, on how to Download Logfiles onto a USB Stick, see below. For full instructions, please: Click Here
How to Reach Us
There are a few of different ways of getting ahold our support team:
Over the telephone: 780.488.5173 (press 2 for support)
Through email: support@boreal-laser.com
Stop-in and see us at the factory: we always enjoy to have visitors!
We pride ourselves on our ability to provide world-class technical support. Most of the time, our technical support team is available to pick-up the phone or promptly respond to an email but in some situations it may take up-to-day for us to respond.
OTHER SERVICES PROVIDED BY BOREAL LASER
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Calibration Certificate Extension with the Quarterly Data Review Package
While there is no Boreal Laser requirement for any inherent re-calibration, the “recommended” service interval is every two (2) years. If the GasFinder unit continues to operate without fault codes, the system is still within calibration and will continue to provide accurate and reliable data. In some applications, customers’ preventative maintenance and/or regulatory reporting obligations may require that proof-of-calibration and/or re-certification documentation have a “current date” and not just the date provided at calibration.
With the Quarterly Data Review Package, it is possible to get a Calibration Certificate Extension with a “current date” without sending the GasFinder unit to the factory by providing certain diagnostic data to Boreal Laser’s Technical Support Team to perform a health-check that uses key diagnostic data to ensure operability.
The Quarterly Data Review Package requires the following diagnostic data from the customer: Boreal Laser provided Preventative Maintenance Sheet, 3-7 Daily Logfiles, and at least 1 Array Transfer. This information is to be sent to support@boreal-laser.com every three (3) months. At all four (4) quarterly data reviews, Boreal Laser’s Technical Support Team will provide email confirmation of GasFinder units performance.
While there is no limit to the number of Calibration Extensions available per GasFinder unit, it is “recommended” that the equipment is to be returned to the factory every five (5) years. Boreal Laser’s Technical Support Team’s determination on the frequency of returning the GasFinder unit to the factory depends on and will be dictated by the individual GasFinder unit performance and not by the “recommended” factory service interval. In addition to check-up and calibrations there may be hardware, software, firmware, or analysis algorithms updates available to improve the performance of the analyzer that can only be performed at the factory or with a re-calibration.
There are a few of different ways of getting ahold our support team:
Over the telephone: 780.488.5173 (press 2 for support)
Through email: support@boreal-laser.com
Stop-in and see us at the factory: we always enjoy to have visitors!
We look forward to hearing from you!
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Remote Service Contract
Boreal Laser personnel is available to remotely monitor the performance of individual GasFinder units daily. If Boreal Laser is not able to login remotely via ethernet or LAN connection then a Remote Monitoring + Control Centre can be utilized for remote communication (Cellular + Radio) and intervention to many different components. The Remote Monitoring + Control Centre can collect and store data from many different inputs that include: the GasFinder unit, weather data (3D Sonic Anemometer and meteorological station), and collect images and videos from a webcam. If the system requires intervention then Boreal can remotely interact with system (depending on level of intervention depends on the accessories installed). With the use of a Tilt-Pan Scanner (auto/manual alignment) and relays (cycle power to installation) Boreal Laser personnel can remotely intervene with the installation. If the system requires on-site intervention then Boreal Laser can notify the customers on-site personnel and travel to site as per Boreal Laser’s Technical Service Rate Sheet.
There are a few of different ways of getting ahold our support team:
Over the telephone: 780.488.5173 (press 2 for support)
Through email: support@boreal-laser.com
Stop-in and see us at the factory: we always enjoy to have visitors!
We look forward to hearing from you!
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On-Site or Factory Training
Has it been awhile since anyone at your facility had to work on your Boreal equipment? Do you know how maintain the system? Do you and your team need a refresher course? We offer certified training courses at our factory and at your facility. Pick whichever one is more convenient for you:
Training On-site: in conjunction with the system installation and commissioning (or at any point) Boreal Laser’s personnel will provide training to customer technical personnel on-site on basic system maintenance, operation and troubleshooting after system installation is completed. A training certificate can be issued upon request for professional development purposes. Normally this training program takes one-man day, charged at standard rates, plus travel expenses.
Training at our Edmonton Facility: Boreal Laser will train customer technical personnel at our Edmonton facility, on system theory, operation and maintenance. The training includes hands-on experience and typically takes one day. Boreal Laser suggests that such training is carried out on the customer’s system and in conjunction with a Factory Acceptance Test (if requested). A training certificate can be issued upon request for professional development purposes. Customer is responsible for the salary, travel and subsistence expenses of their personnel during the training.
Interested in learning more about our training courses? Contact us:
Over the telephone: 780.488.5173 (press 2)
Through email: support@boreal-laser.com
We look forward to hearing from you!
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RMA's: Check-Ups, Calibrations, and Upgrades
Has it been awhile since anyone has looked at your GasFinder’s?
It isn’t a bad idea to get one of our factory trained technicians to give your system a check-up to make sure it is performing as best as it can.
Our “recommended” service interval for our analyzers is every two years and the “recommended” calibration cycle is every 5 years. Are you hesitating to send your equipment back because you cannot operate without your analyzer? Well, we have the solution for you. We have “hot-spare” analyzers that can be rented to keep you going while your system is back for service or calibration.
Did you know that there are often upgrades available for the analyzers? Ask your Boreal contact person if any upgrades are available for your system.
There are a few of different ways of getting ahold our support team:
Over the telephone: 780.488.5173 (press 2 for support)
Through email: support@boreal-laser.com
Stop-in and see us at the factory: we always enjoy to have visitors!
We look forward to hearing from you!
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Design and Consulting Services
Do you need some assistance with the design and integration of your installation?
It doesn’t hurt to get advice from the experts. There are a couple tricks-of-the-trade that we’ll learnt over the years that ensure your equipment is installed, commissioned, operated, and maintained as best as possible.
There are a few of different ways of getting ahold our support team:
Over the telephone: 780.488.5173 (press 2)
Through email: support@boreal-laser.com
Stop-in and see us at the factory: we always enjoy to have visitors!
We look forward to hearing from you!
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Site Visit
Would you like a Boreal Laser employee or authorized distributor to come out and visit your facility? We perform preventative maintenance on your existing equipment we can hold an applications engineering review meeting for the next project or we can offer training.
Interested in learning more about having a site visit? Contact us:
Over the telephone: 780.488.5173 (press 2)
Through email: support@boreal-laser.com
We look forward to hearing from you!