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Accessories & Spare partsAre you in need of a product support, repair, or technical documents? Would you like to know more about our service options? Our dedicated1-Point-Support™ team is here for you!
Offering a broad variety of support options, our 1-Point-Support™ team is here to help you.
We provide technical documents for each system to ensure the successful handover of your instrument after installation.
Value
The cost of a service agreement can be significantly less than that of a single repair.
Control
A fixed annual maintenance cost with no surprises.
Faster response
Contact 1-Point Support for prioritized service or repair.
No hassle
Additional purchase order requests and approvals are eliminated.
Biotage offers a variety of service agreements to choose from, with the option to customize service for multiple instruments. Systems covered by our premium service, the Priority Service Agreement, are repaired on average twice as fast as units scheduled for on-demand service.
In case of breakdown or repair, you will receive a 3-day preferential target response time. This plan includes free Labor, Travel, and Service Parts, as well as an annual Preventative Maintenance (PM) visit. Consumables are not included.
| 100% Coverage | Labor and Travel |
| Parts included | Yes |
| Terms | 1 year |
| Repair Response Time | 3 working days |
| PM | Yes |
| PM Kit | Yes |
| Function Testing | Yes |
| SW Support | Yes |
| Compliance/Qualification (IQOQ) | Available for selected systems. |
In case of breakdown or repair, you will receive a 5-day preferential target response time. Includes Labor and Travel as well as an annual Preventive Maintenance (PM) visit. Service Parts and Consumables are not included.
| 100% Coverage | Labor and Travel |
| Parts included | No |
| Terms | 1 year |
| Repair Response Time | 5 working days |
| PM | Yes |
| PM Kit | Yes |
| Function Testing | Yes |
| SW Support | Yes |
| Compliance/Qualification (IQOQ) | No |
In case of breakdown or repair, the system will be returned to a Biotage repair depot for service.
| 100% Coverage | Return shipping and Labour |
| Parts included | Yes |
| Terms | 1 year |
| Repair Response Time | 5 working days |
| PM | No |
| PM Kit | No |
| Function Testing | Yes |
| SW Support | Yes |
| Compliance/Qualification (IQOQ) | No |
System specific maintenance will be carried out to verify that system performance complies with Biotage standards
| 100% Coverage | One annual visit, labor and Travel |
| Parts included | No |
| Terms | 1 year |
| Repair Response Time | 6 working days |
| PM | Yes |
| PM Kit | Yes |
| Function Testing | Yes |
| SW Support | Yes |
| Compliance/Qualification (IQOQ) | No |
Biotage installation services comes a variety of different options to fit all needs. We offer combinations and bundle products, please contact your biotage representative for more information.
A trained Biotage service engineer will perform a full installation, system testing with documentation and post preventive maintenance.
| 100% Coverage | Labor and Travel |
| Parts included | Yes |
| Terms | 1 year |
| Repair Response Time | 3 working days |
| PM | Yes |
| PM Kit | Yes |
| Function Testing | Yes |
| SW Support | Yes |
| Compliance/Qualification (IQOQ) | Available for selected systems. |
The installation product and process will ensure that all installation steps and tasks have been performed in accordance with the system specifications and factory tests.
After the installation is completed the service engineer will provide familiarize up to three users on basic operation and daily maintenance of the system and software, including hand-on practices and useful guidelines.
The preventive maintenance visit, normally scheduled to take place 12 month after installation, is a proactive service provided to keep the system up and running and avoid unplanned downtime.
Included in the package is preferential target response time of 3 business days to the standard warranty.
With the installation package these are the conditions that apply in accordance with the warranty period.
| 100% Coverage | Labor and Travel |
| Parts included | Yes |
| Terms | 1 year |
| Repair Response Time | Unspecified |
| PM | No |
| PM Kit | No |
| Function Testing | Yes |
| SW Support | Yes |
| Compliance/Qualification (IQOQ) | Available for selected systems. |
The installation product and process will ensure that all installation steps and tasks have been performed in accordance with the system specifications and factory tests. It also includes hand-on practices, useful guidelines and familiarization of the system by trained Biotage staff.
The familiarization is intended to give the system operators a basic overview of the operation and maintenance of the new instrument, system, and software.
System warranty is defined in the Biotage Terms and Conditions of Sale (T&C’s).
| 100% Coverage | Labor and Travel |
| Parts included | Yes |
| Terms | 1 year |
| Repair Response Time | 5 working days |
| PM | No |
| PM Kit | No |
| Function Testing | Yes |
| SW Support | Yes |
The option to extend warranty varies from the product to product. Contact your local biotage office and representative or talk to our specialist below to find out more.
We offer qualification services to a selected range of products. Contact your local biotage office and representative or talk to our specialist below to find out more.
IQ – Installation Qualification
A certified Biotage service engineer will carry out and perform the installation and documentation required and defined in the IQ documentation.
OQ – Operational Qualification
A certified Biotage service engineer will carry out and perform the qualification and documentation required and defined in the OQ documentation.
RQ – Repair Qualification
A certified Biotage service engineer will carry out and perform a repair qualification after an onsite repair. The repair qualification is
parts-specific and does not include a complete OQ.
FYMP-Q – Qualification FYMP includes the standard FYMP with an annual Operational Qualification (OQ) in connection with the annual PM visit and Repair Qualification
(RQ) in connection with a repair visit.
SAP-Q – Qualification Priority Service Agreement Includes the standard Priority Service Agreement with an annual Operational Qualification (OQ) in connection with the annual PM visit and Repair Qualification (RQ) in connection with a repair visit.
service agreements
Biotage is a Global Impact Tech Company committed to solving society’s problems. We offer workflow solutions and products to customers in Drug Discovery and Development, Analytical Testing and Water and Environmental Testing.
Biotage is contributing to sustainable science with the goal to make the world healthier, greener and cleaner – HumanKind Unlimited.
Our customers span a broad range of market segments including Pharmaceutical, Biotech, Contract Research and Contract Manufacturers as well as Clinical, Forensic and Academic laboratories in addition to organizations focused on Food safety, Clean water and Environmental sustainability.
Biotage is headquartered in Uppsala in Sweden and employs approx. 500 people worldwide. The Group had sales of SEK 1,101 million in 2019 and our products are sold in more than 70 countries. Biotage share (BIOT) is listed in the Mid Cap segment on the NASDAQ Stockholm.
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