During the proposal phase, the scientific and technical staff provides support as follows:

− Specific Project Engineer (PE) is identified to lead each project at this stage;
− Review customer requirements and proposed system architecture;
− Identify and address pertinent installation and operational issues;
− Provide project management plan, project timeline and identify milestones.

Once an order is received from the customer, the staff provides support as follows:

− The PE serves as the primary point of contact for the customer;
− The PE Implements and monitors project schedule;
− Assists with site preparation operations;
− Performs Factory Acceptance Testing (FAT);
− Arranges for shipping of the product;
− Installs and commissions the system at the customer site;
− Performs final Site Acceptance Testing (SAT).

After installation, training and acceptance, the PE maintains primary responsibility for system support, but the entire customer service department then provides the following additional services:

− Ongoing, Long-term technical support;
− Additional training;
− System and software upgrades;
− Annual and/or semi-annual maintenance.