Waygate Technologies, the world's leader in non-destructive testing (NDT) solutions, offers remote technical service and troubleshooting. We can diagnose symptoms and determine a timely solution which helps to avoid service visits and increases uptime, getting you back online faster.
Our remote service team is here to answer your questions 5 days a week. From diagnosing problems to identifying spare and replacement part numbers we can help with all of your equipment questions. The best way to contact us is by emailing RemoteService@bakerhughes.com or contacting your regional advisor at the number below.
COUNTRY: PHONE # - LANGUAGE
Brazil: +55 11 3958 0098 - Spanish, Portuguese (within business hours), English
China: +86 400 818 1099 - Mandarin (within business hours), English
France: +33 2 72 249901 - English
Germany: +49 2233 601 333 - German (within business hours), English
India: +91 124 4667 667 - English
Ireland: +353 1 6530825 - English
Italy: +39 06 98350677 - English
Japan: +81 3 6864 1737 - Japanese
Mexico: +52 33 46241875 - Spanish (within business hours), English
Netherlands: +31 10 7988798 - English
Norway: +47 21 033720 - English
Spain: +34 917918445 - English
U.A.E.: +971 48173404 - English
United Kingdom: +44 845601 5771 - English
U.S.A.: +1 866 243 2638 - English
Global Remote Service Email: RemoteService@bakerhughes.com
When emailing us please include your contact information (your full name, your company name and location of the unit), a brief description of the equipment and serial number (if available) and the problem you are experiencing. Please include a phone number in case a call is required to solve your problem.
We strive to respond to all inquiries as quickly as possible. You should expect a response within 3 working days.
When your equipment is still under warranty or you have a Service agreement for the equipment, depending on the agreement there is a defined reaction time.
We want to ensure that you get a response as soon as possible from one of our experts. With our global case management system and our global call center we could ensure that all calls and emails to email@example.com are tracked by our team as well when one of the experts is not available.
Some of our product software updates are available to download online here: https://www.inspectionworks.com/dis-store/#/store/public/devicesoftwares
If you are unable to locate the software updates that you're after, please contact us at RemoteService@BakerHughes.com.
Waygate Technologies' Remote Service team is ready to help you with all your After-Sale support needs. For technical questions about the operation of your equipment, part numbers for spare parts, help with updates or help with diagnosing problems, contact our Remote Services team.
We offer Remote Service to our service agreements (RSA and SSA) and our Remote Service team is trained to support all products (IXS, UT, Visual). Our RSAs (Remote Service Agreement) include three different levels of service to you:
- Essential: Experts are available 8 am - 5 pm and will respond to your call or email within 12 working hours.
- Advanced: Experts are available 8 am - 5 pm and will respond to your call or email within 4 working hours.
- Premium: Experts are available 8 am - 5 pm and will respond to your call or email with 2 working hours.
All levels include 10 hours of support and are valid for 12 months.
Support Service Agreements (SSA) include an extended Remote Service package of 15 hours and additional services.
We can still help you, though, if you have no RSA or SSA and require reactive support. Your options are: order Basic Remote Service of 4 hours or on-site Field Service Support.
With remote troubleshooting, we can diagnose symptoms and determine a timely solution. This helps to avoid service visits and increases uptime, getting you back online faster.
- The majority of issues can be fixed remotely
- Having a pool of experts available to you (global coverage)
- Reduced downtime for you as we could avoid on-site intervention which also can reduce cost of fixing issue
- When on-site intervention is required we could expedite repair time as our field Service Engineer will get detailed information about issue and required parts upfront
- Remote evaluation of the issue and avoid inhouse repair