Turnaround by service line, in business days.

Standard and priority turnaround, the daily cutoff, and what starts the clock. Priority is included for Atlas Care Plus sites.

Version 1.0
Effective October 1, 2026
Cutoffs in Eastern Time
Service center: Tampa, FL, Dock B

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

How to request priority

Three ways to move a job to the priority lane

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.

Portal: open the ticket, tick Priority, and add the reason. The service desk confirms within 2 business hours.
Phone: call (555) 010-0100, press 1, and say the ticket number. Ask for a priority confirmation by email.
Account manager: for multi-unit or multi-site jobs, your account manager can batch priority across tickets on one approval.

Escalation contacts

Level 1 · first call

Service desk

Support line

(555) 010-0100, press 1
support@apexinstruments.exampleResponse within 2 business hours

Level 2 · same day

Avery Kellen

Customer Success Lead

(555) 010-0102
avery.kellen@apexinstruments.exampleAny ticket past its cutoff by one day

Level 3 · next day

Morgan Reyes

Operations Lead

(555) 010-0103
morgan.reyes@apexinstruments.exampleMulti-unit delays or parts holds

Level 4 · executive

Dana Whitfield

COO

(555) 010-0104
dana.whitfield@apexinstruments.exampleSite-wide outages or repeat misses

Revision historyv1.0, effective October 1, 2026. First issue on the Evergreen template.

Prepared byMorgan Reyes, Operations Lead. Reviewed by Avery Kellen, Customer Success Lead.

Next reviewJanuary 4, 2027, or sooner if a service line or holiday changes. Current version always lives in the portal.

Apex Instruments · Service levels · v1.0 · Holiday schedule and shipping cutoffs in the portalPage 1 of 1