SUPPORT YOU CAN RELY ON

We provide on-going support for all of our instrumentation and systems, from the day they leave the factory, throughout their lifetime. 

We produce quick start guides as well as detailed product manuals for our instrumentation - just use the links below to find the publication you are looking for.

We also publicise firmware and software releases on this page with links to the latest releases and instructions on how to upgrade.

If you have any questions about the operation of your Güralp instrumentation, it's worth checking our 'Common Questions' section as you may find the answer there.

If you still can't find what you are looking for, you can request complimentary support from our Customer Support Team who will be able to assist you. Please complete the Support Request form at the base of this page.

ACCESS SUPPORT MATERIAL AND FIRMWARE UPDATES

Quick Start Guides

Our short quick start guides show you how to get your new equipment up and running as soon as it arrives.

Product Manuals

Detailed manuals and user information for all of our equipment.
Stay up to date with our manuals and datasheets RSS Feed

Firmware

Upgradable firmware for Güralp equipment.
Stay up to date and subscribe to firmware updates by RSS feed

Common Questions

Find answers to common questions from our customers for the quickest solution to your technical support requirement.

REQUEST CALIBRATION DOCUMENTS

All Güralp instruments and digitisers are provided with calibration documentation. Should you require a copy of calibration information for any product, email caldoc@guralp.com with the serial number of the product in the subject field. The requested calibration information will be sent to you in an email.

  • If you have multiple serial numbers, separate them with spaces, like T31234 T35678.
  • If a serial number has multiple parts, such as a 3TD with serial number T31234/A5678, separate the parts with spaces, like T31234 A5678.
  • If a multipart serial number has an EAM part, such as a 5TDE with serial number T51234/A5678/9012, omit the EAM part (which does not have a leading letter) and use only the instrument and digitiser parts, separated by spaces, like T51234 A5678.  (This is because EAMs have no analogue components so they do not have any associated calibration data).

Contact support if you do not receive calibration information within 24 hours, or if you would like further information about our calibration and quality processes.

MEET OUR CUSTOMER SUPPORT TEAM

Lee Foster
Lee FosterCustomer Services Manager
Fish
FishCustomer Support Manager/Technical Author
Lewis Simonowski
Lewis SimonowskiCustomer Support Technician
Sofia Filippi
Sofia FilippiSales Engineer
Santo Neglia
Santo NegliaSales Engineer

GOT A QUESTION FOR THE SUPPORT TEAM?

To help you get the quickest outcome to your support enquiry, we recommend you take a moment to read our short guide to how the support and repairs process works.

When you are ready, please submit your enquiry, either by email to support@guralp.com or by completing the form at the bottom of this page.

Once you have submitted your enquiry you will be issued with a unique reference number and an initial response, usually within one working day.

GUIDE TO THE SUPPORT PROCESS

1. SUBMIT YOUR ENQUIRY
Submit your query using our online form or via email to support@guralp.com. Please give as much information about your query as possible - it will save time in getting to the route of the problem. Examples of useful information include:
  • The serial number of the Güralp instrument/s relating to the query
  • A description of the network set-up with screenshots of configuration settings
  • Photographs of any damage to the equipment
  • Examples of raw data files - please attach these to your enquiry
2. INITIAL TECHNICAL RESPONSE
We will provide you with an initial technical response within two working days of the enquiry. This may include instructions to help you resolve the issue on-site or a request for remote monitoring.

Remote monitoring can help us to speed up the diagnosis and in some cases, resolve the issue. Our aim is to minimise the down time of the instrument and eliminate unnecessary instrument returns.

3. PROBLEM SOLVED?

In many cases, your query will have been addressed by this stage. 

If it hasn't been resolved, we will send you an email assessment of what we find and our recommended next steps including the different options available to you. You can then make an informed decision about the best option for your situation. This may include arranging a quotation for a repair.

To understand our repairs process more fully, please see the Repairs Process steps below.

GUIDE TO THE REPAIRS PROCESS

4. RETURN MATERIAL AUTHORISATION
If following your support enquiry we agree with you that the instrument needs to be returned for inspection, we will issue you with a Return Material Authorisation document (RMA). We will also advise you on how best to pack and ship the item to our dedicated test facility.

If the item is outside of warranty, we will also inform you of any costs associated with inspecting the instrument at our facility.
5. INSPECTION AND ASSESSMENT
As soon as we receive the item, we will issue you with a receipt and the inspection will be undertaken within 15 working days.

Following the inspection, we will send you a detailed report including our assessment of the instrument, the inspection findings, the repair estimation with lead times, a replacement cost and shipping charges.

You can then decide how you want to proceed.
6. UNDERTAKING THE REPAIR
If you proceed with the repair and, during the repair process, it becomes apparent that the repair will take longer than we have estimated, we will update you accordingly before incurring any further costs.

Above all, our aim is to communicate effectively with you to ensure all issues are resolved as quickly as possible.

Our repairs process is fully reflected in our Warranty and Repairs policy which is regularly updated to reflect all improvements we make.

SUBMIT A SUPPORT ENQUIRY


Name:
E-mail:*
Organisation:
Subject:
Enquiry details:
Instrument serial numbers:

It will help our support team to assist you if you provide as much information as possible. You can upload files to support your enquiry here. Examples include:

  • A description of the network set-up with screenshots of configuration settings
  • Photographs of any damage to the equipment
  • Examples of raw data files

Acceptable file formats are: jpg, jpeg, png, gif, doc, docx, xls, xlsx, gcf, pdf, 

Upload a File:

Support Email Alerts

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Support email alerts:

Marketing Preferences
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Marketing emails:

Please note that by submitting your details you are indicating consent to our processing your personal data as explained in our Privacy Notice which you can view here.

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Address:
Güralp Systems Ltd.
3 Midas House, Calleva Park
Aldermaston, Reading
RG7 8EA
United Kingdom

Tel: 01189 819056
Email: sales@guralp.com
Copyright © 2019 Güralp Systems Ltd. All Rights Reserved.
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