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!
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!
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 | 10 working days |
| PM | Yes |
| PM Kit | Yes |
| Function Testing | Yes |
| SW Support | Yes |
| Compliance/Qualification (IQOQ) | No |
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