Service & Service Plans

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Service

Pay As You Go

For customers whose needs are met by paying for service travel and labor as they need it, we offer “Pay As You Go” service. In this type of service, the customer simply calls us when they have a problem and pay for the service they need at the time they need it. The travel costs are charged according to the travel zone.

Preventive Maintenance (No Service Plan)

We offer standalone Preventative Maintenance on the instruments we service. The preventative Maintenance is designed to check all functional aspects of the instrument so that when the PM is complete the instrument will meet factory specifications for functional operation. In addition to testing, cleaning, calibrating and adjusting the functional aspects of the instrument we change things like seals, filters, tubing that regularly needs changing and any other parts that normally need maintenance. The exact items that are checked, cleaned, adjusted, calibrated and changed vary with the instrument model. As the instrument is checked we may find other non-maintenance parts that need changing to bring the instrument into factory specs. The PM includes the labor necessary to change any non-maintenance parts that need changing up to 2 hours. Labor beyond 2 hours and the non-maintenance part(s) must be paid for by the customer in addition to the PM. If non maintenance parts are determined to need changing to meet factory specs and the customer does not want them changed, the instrument will not meet the factory specs that are related to the defective part at the completion of the PM.

Service Plans

Full Service Plan

This service plan covers all Parts, Labor and Travel required to maintain your instrument to factory functional specifications for the 12 month term of the plan. This plan also includes unlimited technical support which may be used to correct minor problem that may arise or to get answers to technical questions. This is our top of the line service plan. This plan also includes access to our online service information system. Some restrictions and limitations apply; see the Biolytic Service Information System in this document for restrictions and limitations. PMs (Preventative Maintenance) may be purchased as desired.

Co-Pay Service Plan

The coverage under this plan is the same as it is under the Full Service Plan. All parts, labor and travel needed to maintain the instrument to factory specifications are covered. This plan is priced lower than the Full Service because it requires a Co-Payment per service call. A service call is when a technician visits the instrument site to perform service on one specific instrument. If more than one instrument needs service at the same location, the second, third etc. instruments each require an additional co-payment. This additional co-payment per additional instrument serviced is required if more than 30 minutes is required to service the instrument. This plan does not include Preventative Maintenance however preventative maintenance may be added to this plan as desired. Preventative Maintenance service that has been added to this service plan does not require a co-payment.

Unlimited web, phone and email technical support is included. This service plan excludes all user maintainable items, consumables, reagents and issues related to applications.

Low Use Service Plan

This service plan includes parts, labor and travel but is limited in the number of service visits, labor hours and parts. The way this service plan works is when it is purchased it starts with 3 service calls per year per instrument (one of which can be a PM) or up to 18 hours of labor in a year whichever comes first.

Therefore if a particular instrument has 3 service visits and each visit was 2 hours, the plan will have expired because the 3 visits were made even though it was only 6 hours. On the other hand, one may have 2 visits of 9 hours each which would also finish the service plan.

If there are multiple instruments covered under this plan that reside in the same location visits and hours may be shared across instruments. For example if there were 4 instruments covered and all are located in the same lab you would have a total of 4 instruments x 3 visits = 12 visits available. Or you would have 4 instruments x 18 hours = 54 hours. You would have a total of 12 visits or 54 hours whichever comes first however these could be used disproportionately across the 4 instruments. If one instrument had a lot of problems and another one did not, hours / visits can be transferred from the less broken instrument to the instrument that breaks more. This service plan excludes all user maintainable items, consumables, reagents and issues related to applications.

Preventative Maintenance may be purchased as desired. If this service plan becomes used (finished) prior to the completion the 12 month term, it can be renewed without a pre-inspection if the renewal is purchased within 30 days of the plan being used up. Service visits and / or hours that are not used at the end of the 12 month service plan term cannot be carried forward beyond the 12 month service plan term.

Preventive Maintenance (Service Plan)

Some service plans include one or more PMs. In some cases one or more PMs may be added to the basic service plan. In these cases the following guide lines apply. The Preventative Maintenance is designed to check all functional aspects of the instrument so that when the PM is complete the instrument will meet factory specifications for functional operation. In addition to testing, cleaning, calibrating and adjusting the functional aspects of the instrument we change things like seals, filters, tubing that regularly needs changing and any other parts that normally need maintenance. The exact items that are checked, cleaned, adjusted, calibrated and changed vary with the instrument model. As the instrument is checked we may find other non-maintenance parts that need changing to bring the instrument into factory specs. If these non-maintenance parts are not covered under the service plan, the PM includes the labor necessary to change any non-maintenance parts that need changing up to 2 hours. Labor beyond 2 hours and the non-maintenance part(s) must be paid for by the customer in addition to the PM. If non maintenance parts are determined to need changing to meet factory specs and the customer does not want them changed, the instrument will not meet the factory specs that are related to the defective part at the competition of the PM. If the defective non maintenance parts are covered under the service plan they will be changed and adjusted and billed according to the service plan. This means that for a complete service agreement that covers all parts, labor and travel there would be no additional charges.

All Service Plans exclude all user maintainable items, consumables, reagents and issues related to applications.

Request a Quote

Our sales and technical team will work with you to provide you with an accurate quote to meet your needs. When requesting a quote, please specify your instrument model, type, service options and any custom requests. Please request a , quote online, by email, phone or fax.