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USA phone for analytical instruments: 800-532-4752
USA phone for laboratory equipment: 1 888-860-5227, Option 3, then 1
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Experience enhanced digital response to get you up and running faster with the Tech Direct instrument service plan
Let's face it: waiting around because an instrument is down halts progress. Priority response and the ability to resolve 35% of issues remotely help remove barriers to progress. Take advantage of our latest digital tools for remote support with the Unity™ Lab Services Tech Direct Instrument Service Plan to get your lab up and running faster.
The Tech Direct service plan features:
- Remote resolution of more than 35% of issues with our remote repair services
- Unlimited Enhanced Technical Support, with targeted immediate response, featuring Enhanced Digital Remote Support tools and experts for faster troubleshooting and diagnosis
- Proactive annual preventive instrument maintenance that increases uptime
- Service delivered by highly experienced and certified engineers and support staff
- 10% discount for on-site corrective maintenance with 5-business-day priority response target
A service plan that raises the bar for remote and preventive care
The Tech Direct service plan is available for mass spectrometry, chromatography, trace elemental, molecular spectroscopy, sample preparation, and discrete industrial analyzer instruments.
| Specifications |
Tech Direct service plan |
|---|---|
| Remote diagnostic and remote repair services | |
| Priority remote diagnosis and remote repair (when possible) | • |
| Unlimited access to remote support engineers through our latest digital and augmented reality tools |
• |
| Preventive maintenance services | |
| Pre-scheduled, on-site preventive maintenance (PM) and PM parts kit (1/system/year) | • |
| Software and firmware updates during preventive and corrective maintenance and repair visits upon request * | • |
| On-site corrective services | |
| Priority on-site response time target ** | 5 business days |
| On-site corrective maintenance (Includes factory-certified parts, labor, and travel) | 10% discount |
| Instrument Requalification (RQ) during corrective maintenance visit if OQ was added to service plan |
10% discount |
| Value-added services | |
| Priority status technical support with targeted immediate phone response *** | • |
| 10% training discount (where available, upon request) | • |
| Optional services available for purchase | |
| Operational qualification (OQ) | Discounted requalification (RQ) |
| Additional preventive maintenance (PM) | Discounted |
* Upgrades to new versions of software not included.
** Targeted response time for on-site corrective maintenance visits is 5 business days (provided PO has been received)
*** Monday through Friday during standard business hours
| Compare to support without a service plan |
| Not available |
| Not available |
| Full charges apply |
| Full charges apply |
| No priority response |
| Full charges apply, 2- to 6-hour minimum |
| Full charges apply |
| Not available |
| Not available |
| Full charges apply |
| Full charges apply |