Heska Customer Service — Professional Guide for Veterinary Clinics

Overview and Key Contact Information

Heska Corporation (NASDAQ: HSKA) is a U.S. veterinary diagnostics and specialty products company headquartered in Loveland, Colorado. Founded in 1988, Heska markets point-of-care analyzers, immunodiagnostics, in-clinic chemistry systems, and companion-animal therapeutics. For centralized corporate information and product resources, the official site is https://www.heska.com.

Primary corporate contact (headquarters): Heska Corporation, 3760 Rocky Mountain Avenue, Loveland, CO 80538. Corporate switchboard: +1 (970) 493-7000. For product-specific help you should use the Heska Support area on the website to open a ticket or find regional support phone numbers; this ensures your request is routed to the right technical team and your device serial number and service history are captured.

Typical Customer Service Channels and Response Expectations

Heska customer service operates through a mix of phone support, online ticketing, and field service engineers. Standard business-hours technical phone support is commonly available Monday–Friday; many vendors in this segment publish hours of approximately 08:00–17:00 Mountain Time (MT). For urgent clinical down situations, request escalation to after-hours on-call engineering when available.

Response-time expectations: initial triage is usually within 1 business day for routine issues and within 2–4 hours for priority clinical failures when a clinic has an active service contract. Field service (on-site repair) target windows are typically 24–72 business hours depending on location and contract tier; depot repair and parts-only shipments typically arrive in 3–10 business days depending on stock and shipping destination.

Warranties, Service Contracts and Pricing (Practical Ranges)

Most Heska analyzers and laboratory instruments ship with a manufacturer warranty—commonly 12 months on parts and labor. For continuous clinical operations, clinics should budget for extended service agreements. Typical contract terms in the marketplace are 1, 2 or 3–5 year plans that combine preventive maintenance, emergency labor, replacement parts discounts, and software updates.

Estimated cost ranges (benchmarks for budgeting; actual pricing varies by device, clinic size, and region): annual preventive-maintenance-only plans $800–$1,800; comprehensive on-site service contracts $1,800–$6,000 per year; premium white-glove support with guaranteed next-business-day on-site coverage and loaners can exceed $6,000/year. Always request a written Service Level Agreement (SLA) that specifies response time, parts availability, and repair vs. replacement thresholds.

Valuable Information to Provide When Contacting Support

• Device model and full serial number (e.g., Catalyst Dx SN: XXXXXXX), purchase date, and facility account number—these let support pull warranty/service history immediately.
• Exact symptom, error codes (if displayed), recent software version, and recent actions that preceded the fault (power surge, reagent change, firmware update).
• Photos or short video of the error (clearly showing screen codes), network topology if the device is connected, and preferred contact times for a service visit.

Parts, Consumables, and Turnaround Management

Consumable availability (reagents, cartridges) is critical for uninterrupted throughput. Heska-recommended practice is to maintain a 30–90 day on-hand inventory of high-use consumables based on your clinic’s average monthly throughput. Reagent shelf lives vary — many hematology/chemistry reagents have 6–24 month shelf lives when refrigerated; always track lot numbers and expiration dates.

When ordering replacement parts, expect lead times to vary with geography and stock status. For critical single-point failures, ask about loaner instruments to maintain clinical service while repairs occur—loaners are commonly offered under higher-tier contracts or as short-term rental with deposit.

Technical Support, Software Updates, and Training

Software updates and calibration files are part of ongoing device maintenance. Heska and similar vendors typically issue firmware/diagnostic updates quarterly or as needed for critical fixes. Clinics should maintain current software versions to ensure compatibility with laboratory information systems (LIS) and to remain within compliance guidelines for accuracy and traceability.

Training options: on-site classroom training, remote webinars, and certified trainer visits are offered at differing costs. Expect an initial on-site training session for a new analyzer to run 4–8 hours, with follow-up competency checks recommended every 6–12 months. Documented staff competency is essential for QA and client safety audits.

Escalation, Documentation, and Regulatory Considerations

Escalate unresolved issues in writing: open a formal support ticket, request an escalation number, and ask for an estimated time-to-resolution. Retain all service reports, preventive maintenance logs, and corrective action records—these documents are evidence for warranty claims and are often required for compliance with state veterinary board inspections and third-party health audits.

Keep a service binder (electronic or paper) containing device manuals, calibration certificates, maintenance schedules, and support contact history. This centralized record reduces downtime and simplifies interactions with auditors, insurers, and Heska support teams.

What is the Heska reset program?

Heska’s Reset program provides veterinarians with accurate, better and faster blood testing and analysis up to 40% less cost than with other competitive in-house diagnostic laboratory services.

How do I contact Heska?

800-464-3752 (U.S.)

Product Ordering:	Option 1	[email protected]
Billing	Option 2	[email protected]
Instrument Techincal Support	Option 3	[email protected]
Allergy Consultation and Immunotherapy Orders	Option 5	[email protected]

How does Heska work?

These antibodies are specifically what the HESKA allergy blood test we do picks upon, to tell us precisely what allergens are the root cause of your pet’s itching, paw licking, ear shaking and skin redness. We take a sample of about 7mL from your pet and send it to a special lab that can detect these antibodies.

Who is Heska owned by?

Heska is now part of Mars Petcare’s Science & Diagnostics division, enabling broader coverage across diagnostics and technology, while accelerating R&D and expanding access globally to pet healthcare solutions.

Is Heska now an Antech?

About Us – Heska. Heska is now an Antech company.

Is Heska allergy testing accurate?

The Food Reaction Test is accurate for what it is designed for; the identification of immune reactions to food components. It is meant to identify the food components to which the body reacts as a starting point for a dietary change or elimination trial.