Support & Services

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ELGA Service

Global Coverage with Local Support

When you buy a water purification system from ELGA you will benefit from our comprehensive range of services to suit your needs and designed to support your system. Our highly trained service engineers will apply their expertise to the installation, validation, and maintenance of your water purification system. We aim to provide a first-time-fix-service.

The ELGA training academy has a robust training programme which ensures that your local engineer has the latest knowledge on our products and technologies. All engineers are trained to be able to manage service and installation of single-point-of-use water purification systems as well as multiple point-of-use purification systems.

ELGA provides a validation support service for all of its water purification systems. All of our validation engineers around the world are trained in the UK or locally by our dedicated validation training specialists. Before, during and after the installation our engineers will answer any questions you have regarding the process. Tailored user training can be provided. Our products have easy to use manuals and include quick consumable guides.

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Installation and Training

Before, during and after the installation our engineers will answer any questions you have regarding the process. Tailored user training can be provided. Our products have easy to use manuals and include quick consumable guides.

You will be able to choose from a wide range of services depending on your application, operation, and budget. Selecting the right level of service will: 

  • Maximize capacity and availability
  • Meet water quality and quantity requirements
  • Optimise operating costs
  • Extend equipment life
  • Prevent expensive lost production

Validation Support Service

ELGA provides a validation support service for all of its water purification systems. All of our validation engineers around the world are trained in the UK or locally by our dedicated validation training specialists.

ELGA offers customers a device-specific qualification service for performing and maintaining validation in accordance with the valid GLP and cGMP guidelines. 

Here, the customer can choose to have ELGA's internal qualification or complete validation of their ELGA product. The choice of the method depends on the customer applications and/or which accreditation and quality regulations must be followed. 

All qualifications are carried out by certified technicians, who are regularly trained by an external expert.

Validation Supporting Documentation

According to the GLP and cGMP guidelines

Successful qualification is guaranteed with our easy-to-use validation support manual. All documentation is integrated into the single manual which includes:

  • Factory acceptance test (FAT factory acceptance test)
  • Qualification of the design (DQ: design qualification)
  • Qualification of the installation (IQ: installation qualification)
  • Qualification of the function (OQ: operation qualification)
  • Qualification of the company (example templates; PQ performance qualification)
  • Standards and certificates

These documents are provided in English.

The following certificates are included in the scope of documentation:

  • Calibration protocols for the internal sensors
  • certificates of conformity
  • GAMP 5 certificate (SW conformity)
  • Qualified commissioning protocol
  • Training certificates of the service technician
  • Calibration certificates for the measuring equipment used

Operation Qualification

Extended documentation on the fulfillment of quality guidelines for audits and traceability of operating and functional parameters.

The documentation includes:

  • Qualification of the installation (IQ: installation qualification)
  • Qualification of the function (OQ: operation qualification)
  • These documents are provided in English.

The following certificates are included in the scope of documentation:

  • certificates of conformity
  • GAMP 5 certificate (SW conformity)
  • Qualified commissioning protocol
  • Training certificates of the service technician
  • Calibration certificates for the measuring equipment used

Requalification

A requalification of a product is necessary if:

  • functional components such as PCB or sensors are exchanged.
  • the device is rebuilt, modified or extended
  • the requirements in terms of application or water quality have changed.
  • the device is operated at a new location (IO, OQ).

The documentation includes:

  • Requalification IQ (installation qualification)
  • Requalification OQ (operation qualification)

The following certificates are included in the scope of documentation:

  • Qualified test report
  • Training certificates of the service technician
  • Calibration certificates for the measuring equipment used

Product Supported Lifetime

ELGA LabWater products will be supported for a period of five (5) years from the date of installation, or seven (7) years from the date of manufacture, whichever comes first. During this time, technical support, consumables and spare parts will be available. ELGA reserves the right to provide suitable equivalent components in the event that the original parts become unavailable or obsolete. Should market demand and supply conditions remain favorable beyond these timeframes, ELGA LabWater will endeavor to continue providing consumables and spare parts on a best-effort basis, as and when availability permits. Please note that pricing and lead times for such items may vary significantly outside the guaranteed support period.

ELGA remains committed to supporting our customers throughout the product lifecycle and will provide advance notification, via distribution partners, of any changes to product availability.

This policy aligns with Veolia’s strategic objective of promoting the circular economy and ensuring the longevity of critical assets, by committing to long term support and maintenance of ELGA Labwater products.

Should you require any additional information or clarification, please do not hesitate to contact us.

Please complete the form below to Get Support for:

  • Technical support
  • Maintenance of your system
  • Consumables
  • Spare parts 
  • Resin regeneration
  • Validation & Qualification

 

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