One of the most common sources of confusion and project risk in heat exchanger installations is the assumption that on-site support or commissioning is automatically included in the purchase. In reality, this service varies widely between manufacturers and contracts—and not having proper technical supervision during start-up can lead to costly errors, safety hazards, and warranty voidance. Customers often find themselves unprepared when problems arise during startup, only to discover that their equipment supplier does not provide field assistance unless it was pre-arranged. To avoid this scenario, it’s essential to clarify and plan for on-site technical support and commissioning services well in advance of delivery.
On-site technical support and commissioning services are not always included by default in a heat exchanger purchase—they are typically offered as optional, billable services. Inclusion depends on the supplier, contract terms, and complexity of the system. While basic units may not require on-site help, custom or critical systems often benefit from expert supervision during installation, inspection, and start-up to ensure correct assembly, prevent operational errors, and secure warranty coverage.
Do not wait until the day of commissioning to confirm whether a technician is arriving. The decision to include or exclude field support must be addressed during the procurement phase and clearly stated in your purchase order or service-level agreement. Let’s explore what on-site services involve, when they’re needed, and how to ensure you get the right level of support.
On-site commissioning services are always included with heat exchanger purchases.False
Most manufacturers offer commissioning and field support as optional services, not default inclusions. It depends on the purchase agreement and exchanger type.
What Does On-Site Support and Commissioning Typically Include?
Commissioning is more than just turning on the heat exchanger. It’s a structured process to ensure the unit is installed correctly, operates within design conditions, and is fully integrated into the system.
Typical Activities During On-Site Technical Support and Commissioning
| Commissioning Task | Description |
|---|---|
| Visual inspection of installation | Ensure proper orientation, support, nozzle alignment |
| Piping and valve configuration check | Confirm bypass, vent, and drain lines are installed correctly |
| Flange torque/gasket review | Check sealing surfaces and torque settings |
| Instrumentation verification | Ensure temperature, pressure, and flow meters are functioning |
| Leak and pressure testing supervision | Observe or guide hydrostatic and air leak tests |
| First-time start-up supervision | Ensure proper temperature ramp-up and avoid thermal shock |
| Operator training and safety tips | Instruct local staff on safe operation and daily checks |
| Troubleshooting on-site issues | Identify vibration, noise, or temperature imbalances |
| Documentation and sign-off | Provide final checklists, warranties, and performance records |
These services reduce the risk of costly errors, such as:
- Starting up without flushing contaminants
- Overheating sensitive materials
- Misconfiguring flow directions
- Failing to seal gaskets properly
When Is On-Site Commissioning Strongly Recommended?
Not all heat exchangers require field support, but certain projects should always include it:
Situations Where On-Site Support Is Advisable
| Scenario | Reason |
|---|---|
| Custom-built or large shell-and-tube units | Complex piping and alignment |
| High-pressure or hazardous fluid systems | Safety-critical setup |
| New plant or greenfield site | No experienced staff familiar with system |
| Skid-mounted multi-equipment assemblies | Integration with other systems |
| Regulated industries (pharma, food, nuclear) | Documentation and validation requirements |
| Systems with automated control integration | Instrument testing and calibration needed |
| Projects with performance guarantees | Baseline measurements and sign-off needed |
In these cases, the cost of field service is negligible compared to the risk of improper start-up.
How to Know If Field Support Is Included
Manufacturers usually offer three options:
- Included in Base Price: Rare, usually for turnkey systems or bundled service packages.
- Optional Add-On: Field service offered at an hourly/day rate or as part of a commissioning package.
- Not Offered Directly: Some OEMs work through third-party local partners.
To confirm what’s included:
- Review the quotation or proposal document
- Look for terms like: “supervision of installation,” “site support,” or “commissioning services”
- Ask for Itemized pricing or “optional service modules”
- Confirm who covers travel, lodging, and per diem for service technicians
- Include field service expectations in the purchase order terms
If it’s not documented, assume it’s not included.
Case Study: Field Support Prevents Catastrophic Failure
A petrochemical facility installed a high-pressure plate heat exchanger for cooling ammonia. The unit was started without expert oversight. Due to incorrect gasket positioning and reverse flow, pressure built up unevenly, leading to a gasket blowout and ammonia leak—requiring an emergency shutdown.
After replacing the damaged plates and bringing in field technicians, the second commissioning was successful, and plant safety protocols were revised. The plant management later mandated on-site support for all critical units, recognizing that the upfront cost was insignificant compared to production losses and safety risks.
What Does On-Site Support Typically Cost?
Field service rates vary by region and vendor. Typical cost components include:
| Item | Cost Range (USD) |
|---|---|
| Day Rate for Engineer | $800 – $2,000 per day |
| Travel (flights, transport) | $300 – $2,000 depending on location |
| Lodging and Per Diem | $150 – $300 per day |
| Standby or Delay Charges | $500 – $1,000 per idle day |
| Commissioning Report Package | Often included or $500 extra |
For small heat exchangers, this cost may exceed equipment value—but for large or mission-critical systems, it’s a justifiable insurance policy.
Remote Commissioning Options (Post-COVID Practice)
With the rise of digital tools, many suppliers now offer remote commissioning support via:
- Video conferencing during installation
- Remote data monitoring (if IoT-enabled)
- Virtual inspection checklists
- Live troubleshooting sessions
These can reduce cost and response time, though they’re best suited for:
- Low-pressure systems
- Experienced local teams
- Repeat customers familiar with the design
Final Checklist: What to Confirm With Your Supplier
Before finalizing your purchase:
- Is on-site commissioning included in the quote?
- Are travel and lodging costs included or separate?
- What are the service technician’s availability windows?
- Is remote support an option if field travel is delayed?
- Does field service include documentation, operator training, and inspection?
- Will warranty be voided if commissioning is not supervised?
Conclusion
On-site technical support and commissioning services are not automatically included with heat exchanger purchases. Whether or not they’re needed depends on the complexity, risk profile, and internal capabilities of your team. Including professional support ensures the equipment is installed correctly, functions reliably, and meets safety and warranty standards. Clarifying this early in the procurement process can prevent startup issues, operational delays, and hidden costs.
Want Expert On-Site Support or Remote Commissioning for Your Heat Exchanger?
We offer customized technical field support packages for all heat exchanger types—both in-person and remote. Our certified engineers ensure your installation, testing, and start-up go smoothly. Contact us today to add commissioning support to your heat exchanger package or request a tailored service quote.
