Service & Support

Consultations

We recommend starting your cooperation with us with a consultation. It is free of charge for you and helps simplify your choice and avoid mistakes. The functionality of our devices is complex, so it's best to discuss the task first, so we can pick the solution that is optimal in price and specifications.

For consultations we don't bring in sales managers, but our own experts — the people who take part in developing and manufacturing our navigation and hydroacoustic systems: all so that you get comprehensive information before ordering and can make an informed decision.

Warranty

The standard warranty on all Laboratory devices is two years, though you will most likely never need it — our devices don't break down.

Why we're confident about that

• Most of our devices are built in a patented monobloc enclosure: this kind of enclosure is very difficult to damage mechanically, and it is virtually immune to water ingress;
• Our devices contain no parts that are prone to corrosion;
• The design is as simple as possible: wherever we can, we avoid mechanical switches, open contacts and similar components;
• In complex cases, we help our clients with integration, setup and commissioning of our devices directly at the client's site. This helps avoid serious mistakes;
• No planned obsolescence or other tricks that would force you to update our devices regularly.

Recommendations for contacting technical support

We have been manufacturing and selling our products since 2015. Over that time we have built up a lot of experience resolving all kinds of issues, and we want to share recommendations that, in our experience, will save you time and money.

We enjoy talking with our users, but we cannot always respond as quickly as we would like, which is why we put together these recommendations — following them will help resolve your question or issue much faster.

Recommendations that, in 95% of cases, let you avoid contacting the Laboratory's support service:

• Hydroacoustics, like radio communication, has physical limitations. Our devices also have their own specifications and limits — maximum range, installation rules, data rates, and so on. Please take these limitations into account when planning and carrying out your work;
• Most of these limitations, and the resulting recommendations for installing and using the devices, are described in the user manuals. They are not overloaded with text and illustrations, and we recommend reading them before installing the devices and starting work on the water.

If reading the documentation carefully doesn't solve the problem

To resolve your question as quickly as possible, please do the following:

• Check the devices' housings for damage;
• Prepare photos of how the devices are installed — how and where they are mounted, what is nearby, and if possible from several angles;
• Have the devices' serial numbers ready;
• Prepare a short description of what you expected, what specifically did not work, and where the work was carried out;
• If possible, prepare navigation system tracks, communication logs, and the like.

Please send all of the above to support@unavlab.com, and the engineer on duty will get back to you as soon as possible.

Response time and how we resolve issues.

• We start reviewing incoming requests as soon as possible, and no later than 12 hours after the request is submitted. By arrangement, we provide live online support for especially critical operations and projects;
• We will provide recommendations for resolving the situation if the information you provide is sufficient, or ask clarifying questions;
• If necessary, we will contact you by phone or video call;
• If the problem stems from a violation of the laws of physics, or of the laws of the Russian Federation or the jurisdiction where the work is carried out, there is nothing we can do. We also cannot help if you expect properties from the devices that they do not have (that do not match their rated specifications);
• If a device does break down (it has happened a couple of times) — we will carry out a warranty or out-of-warranty repair, and try to provide a replacement device for the duration of the repair, if one is available.

Happy diving, the Laboratory team.