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Product support & training.

SurveyLab has an office in Mclean, VA that serves its US clients.

A full year of product support from SurveyLab comes with the initial purchase of the ike "kitset". Users can purchase a second year of additional product support per unit. Support for software development and Post processing GPS data can also be purchased. Users can also purchase a daylong training session on the use of the ike and a 2-day "train-the-trainer" course. (See: ike - US Federal Rate Card.)

Personal experience.

My personal experience in getting prompt support from the SurveyLab folks - either in Virginia or New Zealand - has always been very positive. (Also see "My experiences" at Beta Test by FS Personnel.)