Level 1 · first call
Service desk
Support line
(555) 010-0100, press 1
support@apexinstruments.exampleResponse within 2 business hours
Every service line, its standard and priority turnaround, the daily cutoff, and the moment the clock starts. Northlight sites hold Atlas Care Plus, so the priority column applies by default.
| Service | Standard | Priority | Cutoff | What starts the clock |
|---|---|---|---|---|
| CalibrationAny Meridian unit, certificate to portal | 3 business days | 2 business days | 2:00 pm ET | Unit received and checked in at the Tampa service center, Dock B |
| Repair, tier 1Probe, cable, dial, or cover swap | 5 business days | 2 business days | 2:00 pm ET | Unit received and ticket confirmed by the service desk |
| Repair, tier 2Column, stage, or panel swap | 8 business days | 4 business days | 2:00 pm ET | Unit received and diagnostic approved in the portal |
| Repair, tier 3Full rebuild and recalibration | 15 business days | 8 business days | 12:00 pm ET | Written quote approved by the partner |
| Replacement partsStocked accessories and spares | Same day | Same day | 1:00 pm ET | Order confirmed in the portal. Non-stock parts ship in 3 business days |
| Custom configurationCustom probes, plates, or logging | 10 business days | 5 business days | 12:00 pm ET | Configuration sheet signed by the partner and Apex operations |
| On-site training$650 per day, yearly on Care Plus | Within 10 business days | Within 5 business days | 5:00 pm ET | Training request logged with a preferred date and site |
Priority turnaround is included for Atlas Care Plus sites on every service line. Atlas Care and pay-as-you-go accounts can add priority to any single job for 35% on the service line, quoted before work starts.
Business days exclude weekends and the Apex holiday schedule on this sheet. A job checked in after the cutoff starts the next business day.
Northlight sites hold Atlas Care Plus, so a loaner ships the day a repair ticket is confirmed.
Turnaround ends when the unit leaves Dock B. Ground transit adds 1 to 4 business days depending on the site.
| Date (2026) | Observance | Service center | Effect on turnaround |
|---|---|---|---|
| Mon, Oct 12 | Columbus Day | Open | None. Some carriers run reduced pickups. |
| Wed, Nov 11 | Veterans Day | Open | None. Ground carriers may add one transit day. |
| Thu, Nov 26 | Thanksgiving | Closed | Not a business day. Clocks pause. |
| Fri, Nov 27 | Day after Thanksgiving | Closed | Not a business day. Clocks pause. |
| Thu, Dec 24 | Christmas Eve | Closes 12:00 pm | Cutoffs move to 11:00 am ET. Counts as a business day. |
| Fri, Dec 25 | Christmas Day | Closed | Not a business day. Clocks pause. |
| Thu, Dec 31 | New Year's Eve | Closes 12:00 pm | Cutoffs move to 11:00 am ET. Counts as a business day. |
| Fri, Jan 1, 2027 | New Year's Day | Closed | Not a business day. Clocks pause. |
| Method | Cutoff (ET) | Typical transit |
|---|---|---|
| Ground | 3:00 pm | 1 to 4 business days |
| Two-day | 2:00 pm | 2 business days |
| Next-day | 1:00 pm | Next business day |
| Saturday delivery | Fri, 11:00 am | By request, next-day rate plus carrier fee |
| Loaner dispatch | 2:00 pm | Next-day, prepaid both ways |
Cutoffs apply to units and parts checked in and labeled by the time shown. On half days the cutoff moves to 11:00 am ET for every method.
(555) 010-0100, press 1
support@apexinstruments.exampleResponse within 2 business hours
(555) 010-0102
avery.kellen@apexinstruments.exampleAny ticket past its cutoff by one day
(555) 010-0103
morgan.reyes@apexinstruments.exampleMulti-unit delays or parts holds
(555) 010-0104
dana.whitfield@apexinstruments.exampleSite-wide outages or repeat misses