| Enterprise Solutions | Instrument Services | Parts & Consumables | Support | Training | About Us | Contact Us |
USA phone for analytical instruments: 800-532-4752
USA phone for laboratory equipment: 1 888-860-5227, Option 3, then 1
Need contact info for other countries? Click here.
Total Care service plan and warranty
Total service and support when you need it most
Protect your samples and your budget with Unity™ Lab Services Total Care service plan and Total Care warranty for Thermo Scientific™ products. You’ll experience faster on-site response times and proactive maintenance solutions to get your lab up and running faster. When you upgrade your factory warranty to the Total Care warranty, you’ll get a full support solution that includes repairs and an annual preventive maintenance visit to boost up time for your lab.
The Total Care service plan and warranty features:
- Two-business-day, on-site target for corrective maintenance and repairs*
- Annual preventive instrument maintenance for increased uptime
- Unlimited priority access to OEM-trained and certified lab equipment technicians
- Faster troubleshooting, diagnosis, and up to 50% remote resolution
- The most comprehensive remote monitoring to deliver real-time data and decisions
with auto notification to technical support experts for active resolution
Elevate your experience with the Total Care service plan
Ensure your work with a comprehensive service plan that allows for a faster response time
The Total Care service plan and warranty is available for laboratory equipment including biosafety cabinets, centrifuges, cold storage, CO2 incubators, and water purification equipment. The Total Care warranty is valid for the length of the equipment factory warranty. Choose from one-year or longer plan durations for the Total Care service plan.
Learn more about the different service options we have to fit your needs.
| Specifications | Total Care service plan/ Total Care warranty |
Compared to no service plan | |
|---|---|---|---|
| On-site corrective services | |||
| Priority on-site response commitment* | 2 business days | Standard response time | |
| On-site corrective maintenance | • | Full charges apply | |
| Corrective maintenance repair guarantee | 1 year | 90 days** | |
| Remote diagnostic and repair services | |||
| Unlimited priority access to technical support | • | Limited support | |
| Priority remote diagnosis and remote repair, when possible | • | Limited support | |
| Preventive maintenance services | |||
| Prescheduled, on-site preventive maintenance (PM) and PM parts kit (1/system/year), as applicable | • | Full charges apply | |
| Software and firmware updates during preventive maintenance visit as required† | • | Full charges apply | |
| Value-added services | |||
| Loaner equipment, based on availability§ | • | Not available | |
| Access to Unity Lab Services online Knowledge Bases | • | Not available | |
| Discount for on-site or institute-based training (where applicable)†† | 10% discount | Full charges apply | |
| Additional services available for purchase | |||
| Quantifications (IQ/OQ), temperature mapping, and calibration services | 10% discount | Full charges apply | |
Service plans are currently available in the United States and Europe. Service coverage may vary in certain regions. Please contact your local sales representative for more information about services in your location.
*Guaranteed response time begins once a PO is received and is applicable in the U.S. and Europe. Access restrictions to geographical location, building, or room may invalidate on-site response time commitment. Availability in the U.S. is limited to select cities (subject to change): Ann Arbor; Atlanta; Austin; Baltimore; Boston; Chicago; Cincinnati; Cleveland; Columbus; Dallas; Denver; Des Moines; Detroit; East Bay; El Paso; Hartford; Houston; Indianapolis; Jacksonville; Kansas City; Los Angeles; Madison; Memphis; Miami; Minneapolis/St. Paul; Nashville; New Brunswick, NJ; New York; Orange County; Philadelphia; Phoenix; Pittsburgh; Portland; Raleigh; Richmond; Rochester; Salt Lake City; San Antonio; San Diego; San Francisco; Seattle; St. Louis; Tampa; Washington, D.C. Please contact your local sales representative for more information about services in your location.
**When not under a service plan, corrective maintenance repair guarantee can vary by country
†Upgrades to new versions of software are not included
§Loaner equipment is subject to availability in an accessible service depot
††Discount for on-site or institute-based training where applicable