| Enterprise Solutions | Instrument Services | Parts & Consumables | Support | Training | About Us | Contact Us |
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 | |
| Smart Connected Services‡ | |||
| Real-time 24/7 digital remote monitoring | • | Not available | |
| Intelligent health reports with advanced control charting | • | Not available | |
| Auto-notification to technical support experts to quickly identify and resolve issues | • | Not available | |
| 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 | |||
| Qualification and calibration services | 10% discount | Full charges apply | |
*Guaranteed response time from receipt of PO. Available in select locations: Atlanta, Austin, Baltimore, Boston, Buffalo, Chicago, Cincinnati, Cleveland, Columbus, Dallas, Denver, Des Moines, El Paso, Houston, Indianapolis, Jacksonville, Kansas City, Los Angeles, Memphis, Miami, Milwaukee, Minneapolis/Saint Paul, Nashville, New York, Philadelphia, Phoenix, Pittsburgh, Portland, Raleigh, Richmond, Sacramento, Saint Louis, Salt Lake City, San Antonio, San Diego, San Francisco, Seattle, Tampa, Washington D.C.
†Upgrades to new versions of software not included
‡Only available with device link enabled products
§Loaner product subject to availability
||May not be available in all locations