Service & Support

Welcome to the Biotage® Service & Support hub!

Are 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!

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Biotage® 1-Point-Support™

When your equipment isn’t operating optimally or needs repair, your productivity is sacrificed. Let us show you how a service agreement with us can save you time and money!

Benefits of our service agreements

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.

Service Agreements

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.

PRIORITY
Comprehensive coverage with priority on-site service, no additional purchases to worry about
LIMITED
Labor and travel costs are covered, parts are purchased separately
FACTORY
All repairs performed at Biotage facilities
PREVENTIVE MAINTENANCE
Annual PM visit

Priority

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.

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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.

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Limited

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.

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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

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Factory

In case of breakdown or repair, the system will be returned to a Biotage repair depot for service.

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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

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Preventive Maintenance

System specific maintenance will be carried out to verify that system performance complies with Biotage standards

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100% Coverage	One annual visit, labor and Travel
Parts included	No
Terms	1 year
Repair Response Time	10 working days
PM	Yes
PM Kit	Yes
Function Testing	Yes
SW Support	Yes
Compliance/Qualification (IQOQ)	No

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Installation Services

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.

FIRST YEAR MAINTENANCE
System Installation, Familiarization and Annual Preventive Maintenance
INSTALLATION
System Installation and Familiarization
EXTENDED WARRANTY
An option to extend the system warranty by one year or more.
SYSTEM QUALIFICATION
Installation and Operational Qualification products and services (IQOQ).

First Year Maintenance Plan

A trained Biotage service engineer will perform a full installation, system testing with documentation and post preventive maintenance.

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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.

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Installation

With the installation package these are the conditions that apply in accordance with the warranty period.

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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.

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Extended Warranty

System warranty is defined in the Biotage Terms and Conditions of Sale (T&C’s).

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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.

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System Qualification

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.

Qualification Components

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.

Q-Products

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.

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Support Commitment

Biotage operates a simple support policy - we commit to fully support all new instruments from the date of installation to the System Support Commitment date (SSC), which is a period of up to 7 years.

System Support Commitment (SSC)

After an instrument has exceeded the SSC date, support will vary according to the product life cycle phase, as described below. For post-SSC support and for pre-owned instruments please contact your local Biotage office, who will be happy to discuss your options and provide further information.

Catalog Products and Parts

New products are fully supported with service, parts and service contracts during the period from system installation to the SSC date. After SSC date, systems are still offered full support, with the caveat that service part sourcing issues may exist. Contact your local Biotage office to receive more details.

Discontinued Products

Biotage can offer service agreements with full service and support where we have the possibility to source parts and materials. Our instrument support capability is reviewed annually and consideration is given to the availability of service parts, system upgrades, software and service documentation as well as field service expertise and certification levels.

Obsolete Products

A product is obsolete when Biotage can no longer provide consistent support. Biotage will continue to support obsolete products on a “best effort” basis. Contact your local Biotage office for more details.

Pre-owned Products

These are products that have either been used in a laboratory setting for demonstrations, have been refurbished (Demonstration/Refurbished) or have unknown installation dates. In these cases, the period of SSC is based on the original date of first shipment from Biotage.

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Service & Support

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Benefits of our service agreements

Value

Control

Faster response

No hassle

Service Agreements

Priority

Limited

Factory

Preventive Maintenance

Installation Services

First Year Maintenance Plan

Installation

Extended Warranty

System Qualification

Qualification Components

Q-Products

Support Commitment

System Support Commitment (SSC)

Catalog Products and Parts

Discontinued Products

Obsolete Products

Pre-owned Products

Literature

About Biotage

Ask a specialist

Service & Support

Contact Support

Rely on us

Biotage® 1-Point-Support™

Benefits of our service agreements

Value

Control

Faster response

No hassle

Service Agreements

Priority

Limited

Factory

Preventive Maintenance

Installation Services

First Year Maintenance Plan

Installation

Extended Warranty

System Qualification

Qualification Components

Q-Products

Support Commitment

System Support Commitment (SSC)

Catalog Products and Parts

Discontinued Products

Obsolete Products

Pre-owned Products

Literature

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About Biotage

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