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Product Care

Powering systems. Accelerating advances.


Standard BioTools PRO Services / Product Care

Product Care   Product Care

 

We’ve got you covered with Standard BioTools™ PRO Services.
Our global network of trained experts provides timely support, compliance services, proactive maintenance and repair services to optimize productivity and performance of your systems. We have designed comprehensive service plans to minimize downtime and reduce unexpected maintenance costs.


Service Plans

 

Maximize your investment and system performance
Explore our comprehensive and flexible service coverage options to keep your system operating at peak productivity.

 
 

Optimize performance with proactive service and maintenance.
 
 

Maximize uptime with expedient technical support and prioritized response.
 
 

Maintain compliance with ongoing qualification services.
 
 

Lower total cost of ownership with additional built-in savings and value-added services.
 

Our comprehensive service plans offer flexible options during the warranty and post-warranty periods to meet your needs and budget. Select product below to read more about our service plans.

 
  Warranty Period Post-Warranty Period
  Warranty Power Up Protect Performance Complete
Labor, travel and repair parts ✓ ✓ ✓ ✓ ✓
Technical support ✓ Extended ✓ ✓ Extended
Remote diagnostics ✓ ✓ ✓ ✓ ✓
Preventive maintenance   ✓   ✓ ✓
Onsite response time Prioritized 2 business days 3–5 business days 3 business days 2 business days
Qualified consumable parts kit   Essentials Plus   Essentials Essentials Plus
Detector coverage ✓ ✓   Limited Unlimited
Laser coverage ✓ ✓   ✓ ✓
Compliance services
Initial IQ/OQ service   ✓      
Ongoing OQ service   ✓     ✓
Exclusive discounts
Free shipping on qualified consumable parts   ✓     ✓
Additional service offerings and qualified consumable parts   Discount Tier 3 Discount Tier 1 Discount Tier 2 Discount Tier 3
 

Please note service plans may vary by region. Contact your local service or sales representative for more details.

 
Download flyer
 
  Warranty Period Post-Warranty Period
  Warranty Power Up Protect* Performance Performance Plus Complete
Labor, travel and repair parts ✓ ✓ ✓ ✓ ✓ ✓
Technical support ✓ Extended ✓ ✓ Extended ✓
Remote diagnostics ✓ ✓ ✓ ✓ ✓ ✓
Preventive maintenance (PM)   ✓   ✓ ✓ ✓
Onsite response time Prioritized 2 business days 3–5 business days 3 business days 2 business days 2 business days
Qualified consumable parts kit   Essentials Plus   Essentials Essentials Plus Essentials Plus
Detector coverage ✓ ✓   Limited Unlimited Unlimited
Laser coverage ✓ ✓   ✓ ✓ ✓
Compliance services
Initial IQ/OQ service   ✓        
Ongoing OQ service   ✓       ✓
Exclusive discounts
Free shipping on qualified consumable parts   ✓     ✓ ✓
Additional service offerings and qualified consumable parts   Discount Tier 3 Discount Tier 1 Discount Tier 2 Discount Tier 3 Discount Tier 3
 

* Protect service plan not available for Hyperion Imaging System

Please note service plans may vary by region. Contact your local service or sales representative for more details.

 
Download flyer
 
  Warranty Period Post-Warranty Period*
  Warranty Power Up Protect Performance Complete
Labor, travel and repair parts ✓ ✓ ✓ ✓ ✓
Technical support ✓ Extended ✓ ✓ Extended
Preventive maintenance (PM)   ✓   ✓ ✓
Onsite response time Prioritized 2 business days 3–5 business days 3 business days 2 business days
Compliance services
Initial IQ/OQ service   ✓      
Ongoing OQ service   ✓     ✓
Exclusive discounts
Additional service products   Discount Tier 3 Discount Tier 1 Discount Tier 2 Discount Tier 3
 

Please note service plans may vary by region. Contact your local service or sales representative for more details.

 
Download flyer
 
  Basic Standard Premium Premium Plus
Parts, labor and travel ✓ ✓ ✓ ✓
Preventive maintenance Not included 1 per year 1 per year 2 per year
Onsite qualification Not included Not included 1 per year 2 per year
Phone and email support Standard Standard Priority First priority
Software updates ✓ ✓ ✓ ✓
Onsite response Tier 3 Tier 2 Tier 1 Tier 1
 

Please note service plans may vary by region. Contact your local service or sales representative for more details.


Premium
Receive an annual onsite certification and calibration of your instrument, as well as additional certifications following any repairs. Plus, you’ll enjoy priority access to loaner equipment, express shipment and full technical support over the phone or via email, with all parts and labor for any repairs included with your plan.

Standard
Enjoy priority access to loaner equipment, express shipment and full technical support over the phone or via email with our Standard repair center service plan. All parts and labor are included, and you’ll receive the highest level of support and communication as we repair your instrument.


Compliance Services

 

Supporting your quality management system
For laboratories, implementing and validating systems on their own can be costly, complicated and time-consuming. Establishing routine qualification services throughout the instrument life cycle supports a quality system and optimizes system performance.

Our certified field engineers can help to:

  • Provide audit-quality documentation that instruments are operating according to manufacturer specifications
  • Maintain ongoing instrument compliance requirements with comprehensive service plans
  • Optimize instrument performance and minimize unplanned downtime
 
  • Signed IQ validation report
  • Signed OQ performance verification document
  • Onsite, in-place calibration report
  • Pass/fail performance criteria testing results
 
  • Signed OQ performance verification document
  • Onsite, in-place calibration report
  • Pass/fail performance criteria testing results


Maintenance and Repair

 

Add-on services to meet your needs and budget
No matter which service plan you choose, all Standard BioTools customers may take advantage of our individual product care service offerings, including:

  • Preventive maintenance and inspections
  • Relocations
  • Time and materials repairs


Contact us

 

Contact our team of experts to learn more about product care services.