POC

Automotive Test

Equipment Services



Customer Support

Our engineers and technicians bring unmatched expertise and enthusiasm to every project—earning us exceptional customer satisfaction for over 25 years.

We provide 24/7 global support, ensuring you’re never alone when challenges arise. Thanks to our worldwide partner network, we can deliver full on-site assistance within 24–48 hours, wherever you are.

Ready for reliable, round-the-clock support? Contact us today to learn more.

More Info



Equipment Service

Equipment support is comprised of on-site services and parts, as well as web-based interaction technologies (e.g. spare part identification and procurement or customer communication).

With Prime ONE Contracting and AIP’s team of maintenance professionals, combined with our repair and calibration center, we’re able to provide high-quality service with dedicated infrastructure to meet 1066 and ISO 17025 testing requirements.

More Info



Software Service

IT and software domains are in constant change (software ageing) due to IT security & data safety, hardware capabilities, interface management, amount of data, etc. Thus, we provide software support to make sure you always keep up with the demands on your testing software and maintain its productivity.

More Info



Service Contracts

Your success is our priority. That’s why we offer more than just products—we deliver exceptional support. Our helpdesk is always available to every customer, and for those who want extra assurance, we provide Service Level Agreements with three flexible options: Basic, Plus, and Premium.

Backed by over 25 years of technical expertise, our service contracts give you faster response times, priority support, and peace of mind.

Discover the right support package for your business—click below to learn more.

More Info

Technical Service Request

Name

Company Name

Email Address

Product

Description of problem

Service Level

Serial Number

Test Stand Customer Label

Privacy Policy Privacy Policy I agree to the Privacy Policy

9 + 1 =

Service Level Agreements FAQ

What types of support programs are available?

Prime BASIC L1 (Free to all customers)

Help from an agent with basic knowledge of POC & AIP equipment
Responses are within 36 hours

Prime PLUS L2 (contract required)

Senior agent with technical expertise will assist you
Basic access to our specialized Customer Portal
Up to 28-hours of support

Prime PREMIUM L3 (contract required)

Direct contact with our skilled engineers
Premium access to our specialized Customer Portal
Up to 64-hours of support

How to contact the support team?

Prime BASIC L1: Support can be reached via help desk email or phone (616-327-2534) with 36-hour response.
Prime PLUS & PREMIUM L2 & L3: You’ll contact the same E-Mail but be connected to a dedicated POC-Engineer with detailed knowledge of our equipment and technical expertise. You’ll receive a custom solution with an SLA monitor.

When is help available?

Prime BASIC L1: 8:00AM – 5:00PM EST
Prime PLUS & PREMIUM: Committed availability according to your chosen level of service. 24/7 access the Customer Portal.

What is the cost?

Prime BASIC L1: FREE to all our customers.
Prime PLUS & PREMIUM L2 & L3: Contact our Service Team for options and pricing.

Our Service Persona

The goal of our Customer Support Team is to be skilled and reliable for solving all your potential issues. To the right, service activities are listed which received a tech boost through our digital transformation process. Our engineers solve your problems either remotely, onsite (e.g. service interventions or start-up support) or fully digital via our customer portal.