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.

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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

   

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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

Plans currently available in the United States and Europe.

*Guaranteed response time from receipt of PO. Available in 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, CA; Philadelphia; Phoenix; Pittsburgh; Portland; Raleigh; Richmond; Rochester; Salt Lake City; San Antonio; San Diego; San Francisco; Seattle; St. Louis; Tampa; Washington, D.C. European cities may vary by location.
†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

Resources

Total Care Service Plan Specification Sheet (PDF, 631KB)
Total Care Warranty Specification Sheet (PDF, 631KB)