A full range of oligo and peptide synthesizer service plans are available in North America and Europe, as well
as multi-year rates, travel, parts, and hourly service, training, software validation and pre-inspection services.
Parts + telephone technical support are available worldwide.
Contact us @ 425.396.4441 or firstname.lastname@example.org to discuss
options or request a quote.
Instruments that have not been covered under one of our warranties or service plans for 30 days or longer require a
Pre-Inspection to verify the condition of the instrument before we will accept it under one of our service plans. Any
deficiencies found during the pre-inspection will need to be repaired prior to accepting the instrument for coverage
under one of our service plans. The cost of the pre-inspection and any additional required repairs will be paid
for by the instrument owner. Pre-inspection is $000.00 per instrument and includes local travel and the labor
necessary to perform the pre-inspection. In an effort to hold down the travel costs for instruments located in
travel zone 2 through 5, we need to schedule pre-inspections with at least 4 weeks advance notice. Travel for
pre-inspections will be billed by travel zone.
Full Service Plan
This service plan covers all Parts, Labor and Travel required to maintain your instrument to factory
functional specifications for the 12 month term of the plan. This plan also includes unlimited technical
support which may be used to correct minor problem that may arise or to get answers to technical questions.
This is our top of the line service plan. This plan also includes access to our online service
information system. Some restrictions and limitations apply, see the Service Information System
in this document for restrictions and limitations. PMs (Preventative Maintenance) may be purchased
Co-Pay Service Plan
The coverage under this plan is the same as it is under the Full Service Plan. All parts, labor and travel needed to
maintain the instrument to factory specifications are covered. This plan is priced lower than the Full Service because
it requires a Co-Payment of $500 per service call. A service call is when a technician visits the instrument site to
perform service on one specific instrument. If more than one instrument needs service at the same location, the
second, third etc instruments each require an additional co-payment of $300. This additional $300 co-payment per
additional instrument serviced is required if more than 30 minutes is required to service the instrument. This
plan does not include Preventative Maintenance however preventative maintenance may be added to this plan as desired.
Preventative Maintenance service that has been added to this service plan does not require a co-payment. Unlimited
phone and email technical support is included. This service plan excludes all user maintainable items, consumables,
reagents and issues related to applications.
Low Use Service Plan
This service plan includes parts, labor and travel but is limited in the number of service visits, labor hours and parts.
The way this service plan works is when it is purchased it starts with 3 service calls per year per instrument (one
of which can be a PM) or up to 18 hours of labor in a year which ever comes first. Therefore if a particular instrument
has 3 service visits and each visit was 2 hours, the plan will have expired because the 3 visits were made even
though it was only 6 hours. On the other hand, one may have 2 visits of 9 hours each which would also finish the
service plan. If there are multiple instruments covered under this plan that reside in the same location visits and
hours may be shared across instruments. For example if there were 4 instruments covered and all are located in the
same lab you would have a total of 4 instruments x 3 visits = 12 visits available. Or you would have 4 instruments
x 18 hours = 54 hours. You would have a total of 12 visits or 54 hours which ever comes first, however these could
be used disproportionately across the 4 instruments. If one instrument had a lot of problems and another one did not,
hours / visits can be transferred from the less broken instrument to the instrument that breaks more. This service
plan excludes all user maintainable items, consumables, reagents and issues related to applications. Preventative
Maintenance may be purchased as desired. If this service plan becomes used (finished) prior to the completion the
12 month term, it can be renewed without a pre-inspection if the renewal is purchased within 30 days of the plan
being used up. Service visits and / or hours that are not used at the end of the 12 month service plan term, can
not be carried forward beyond the 12 month service plan term.
Associated with all the service plans described above:
For customers located in our travel zones 2 through 5, we require that the customer be willing to perform
troubleshooting under the direction of our service engineer prior to us dispatching a service engineer to your
location to perform onsite service. This is so that if the problem is determined to be something that is easily
repairable by the user, the repair can be expedited by sending just the parts to the user and then directing the
user on how to make the repair via phone, e-mail and/or fax. If the repair turns out to be more complicated than
the customer wants to handle, this better prepares us with parts to make the repair as quickly as possible. This
approach reduces down time and minimizes the cost to the customer.