|Enterprise Solutions||Instrument Services||Parts & Consumables||Support||Training||About Us||Contact Us|
The unique focus of each laboratory creates the need for a comprehensive portfolio to expertly address varied service needs. Unity™ Lab Services instrument service plans get you up and running faster, with 50% faster response times and 30% less downtime compared to customers without a service plan.
In addition to faster service and reduced downtime, service plan customers have exclusive access to Enhanced Technical Support, which uses Digital Remote Support tools that enable more than 35% remote resolution of issues to get you up and running faster. For repairs requiring on-site corrective services, we offer varied response targets to meet your needs as well as an industry-exclusive requalification (RQ) benefit for service plan customers. Finally, ensuring you receive annual preventive maintenance for all plans helps increase instrument uptime and gives you confidence your instrument is running according to specifications.
The following scientific instrument service plans are available for mass spectrometry, chromatography, trace elemental, molecular spectroscopy, sample preparation, and discrete industrial analyzer instruments.
|Essential service plan & extended warranty||Tech Direct
|Compared to no service plan|
|On-site corrective services|
|Priority on-site response time target†||2 business days||3 business days||5 business days||No priority response|
|On-site corrective maintenance (includes factory-certified parts, labor, and travel)||•||•||10% discount||Full charges apply|
|Corrective maintenance during qualification visit||•||•||10% discount||Full charges apply|
|Replacements of malfunctioning computers purchased from Thermo Fisher Scientific and required for operation of the instrument||•||•||10% discount||Full charges apply|
|Industry-exclusive requalification (RQ) included during corrective maintenance if OQ was added to service plan||Free of charge||Free of charge||10% discount||Full charges apply|
|Preventive maintenance services|
|Pre-scheduled, on-site preventive maintenance (PM) and PM parts kit (1/system/year)||•||•||•||Full charges apply|
|Software and firmware updates during preventative maintenance and repair visits, upon request‡||•||•||•||Full charges apply|
|Digital Remote Support, diagnostic, and corrective services|
|Priority remote diagnosis and repair||•
|Unlimited access to remote support engineers through secure remote desktop control and augmented reality (AR) tools||•||•||•||Not available|
|Priority status technical support with targeted immediate phone response§||•
|Semi-annual service history and site management reviews||•||Not available|
|10% discount on training courses (where available, upon request)||•||•||•||Not available|
|10% discount on other parts, accessories, and consumables unrelated to corrective maintenance (upon request)||•||•||Not available|
|Premium subscription to Unity Lab Services online knowledge bases||•||•||•||Not available|
|Optional services available for purchase|
|Operational qualification (OQ)||•
|Full charges apply|
|Additional preventive maintenance (PM)||•
|Full charges apply|
*The Premier service plan may not be available in all locations. Please contact your Unity Lab Services sales representative for availability and more details.
†Priority on-site response times apply to corrective maintenance repairs. Preventive maintenance events are pre-scheduled in advance and upon request.
‡Upgrades to new versions of software not included
§Monday through Friday during standard business hours