Labcyte
SERVICE & MAINTENANCE
Maximize Your Instrument Performance
Timely service and planned maintenance are essential for optimal instrument performance and data quality. Labcyte provides global field service support with local personnel in the United States, United Kingdom, Europe, and Asia. In addition to field support, Labcyte maintains support and instrument maintenance facilities in the United States, Europe, and Asia that offer a breadth of services.
Service Agreements
Labcyte offers a variety of service agreement types to address a range of budget and service response time requirements. The table below provides a comparison of the service agreements available from Labcyte.
Term
Terms of payment
Renewal period
Planned maintenance visits
Warranty on service parts
Service response time
On-site response time
Parts and materials
Labor rate for service visits
Zone charge
Per diem charge after 1st day of service visit
Phone support
Email support
Remote support sessions
System software
Applications software
OEM devices
COMPLETE
The COMPLETE service agreement is for customers who want worry-free operation, minimal downtime, and the best option to keep software applications up-to-date. This agreement offers a guaranteed initial response time of 8 business hours or less and an on-site response within 3 business days.
Term
1 year
Terms of payment
Pre-paid
Renewal period
Annual
Preventative maintenance visits
1 per year
Warranty on service parts
90 days
Service response time
Not to exceed 8 business hrs
On-site response time
Not to exceed 3 business days
Parts and materials
Included
Zone charge
Included
Per diem charge after 1st day of service visit
Included
Phone support
Included
Email support
Unlimited
Remote support sessions
Unlimited
User interface software
Unlimited
System software
Includes major upgrades*, maintenance, and bug fixes
Applications software
Includes major upgrades*, maintenance, and bug fixes
OEM devices
Not covered
MAINTENANCE PLUS
The MAINTENANCE PLUS service agreement is for laboratories who want peace of mind of having labor and travel cost covered with faster response time compared to the Maintenance option. This agreement offers a guaranteed initial response time of 12 business hours or less and an on-site response within 4 business days
Term
1 year
Terms of payment
Pre-paid
Renewal period
Annual
Preventative maintenance visits
1 per year
Warranty on service parts
90 days
Service response time
Not to exceed 12 business hrs
On-site response time
Not to exceed 4 business days
Parts and materials
Billable with 10% discount
Labor rate for service visits
Included
Zone charge
Included
Per diem charge after 1st day of service visit
Included
Phone support
Unlimited
Email support
Unlimited
Remote support sessions
Unlimited
System software
Includes maintenance and bug fixes
Applications software
Includes maintenance and bug fixes
OEM devices
Not covered
MAINTENANCE
The MAINTENANCE service agreement is for laboratories on a strict budget that still want the benefits of having their instruments on a service contract. Yearly planned maintenance ensures optimal instrument performance. This agreement offers a guaranteed initial response time of 12 business hours or less and an on-site response within 5 business days.
Term
1 year
Terms of payment
Pre-paid
Renewal period
Annual
Preventative maintenance visits
1 year
Warranty on service parts
90 days
Service response time
Not to exceed 12 business hours
On-site response time
Not to exceed 5 business days
Parts and materials
Billable with 10% discount
Labor rate for service visits
Billable with 10% discount
Zone charge
Billable with 10% discount
Per diem charge after 1st day of service visit
Billable with 10% discount
Phone support
Unlimited
Email support
Unlimited
Remote support sessions
Unlimited
System software
Includes maintenance and bug fixes
Applications software
Includes maintenance and bug fixes
OEM devices
Not covered
TIME and MATERIALS
Laboratories that do not want the coverage of a service agreement can schedule a visit from Labcyte support personnel on an as-needed basis. All costs associated with the service visit are billed at the time service is rendered. For these service visits, Labcyte does not commit to an on-site response time.
Term
N/A
Terms of payment
Net 30
Renewal period
N/A
Preventative maintenance visits
N/A
Warranty on service parts
90 days
Service response time
Variable
On-site response time
Determined after evaluation and receipt of PO
Parts and materials
Billable
Labor rate for service visits
Hourly
Zone charge
Varies by region
Per diem charge after 1st day of service visit
Daily
Phone support
Limited
Email support
Limited
Remote support sessions
Charge after 1st hour
System software
Not covered
Applications software
Not covered
OEM devices
Not covered
*Upgrades across major releases of software (1.0 to 2.0) and any hardware required to support an upgrade is not included.
Access Systems and Workstations
Service Agreement terms for Access™ Systems and Workstations apply only to Labcyte manufactured hardware components and accessories. Covered items include the system utility hub and connections, robot arm, computer, lid removal and barcode stations, integration kits and enclosure components. All integrated devices supplied by third-party manufacturers must be covered separately by the device manufacturer.
Regulated Laboratories
Labcyte offers a line of regulatory-ready Echo® Liquid Handlers along with specialized service agreements to meet the documentation requirements associated with instrument operation in regulated laboratories, such as those required to be FDA 21CFR Part 11 compliant. While the Compliance service agreement is best suited for customers that work in regulated laboratory environments, any customer sensitive to instrument down time can also benefit from an on-site response time not exceeding 2 days.
COMPLIANCE
The Compliance service agreement is for laboratories working within regulatory guidelines, requiring a stricter approach to documentation and/or requiring the fastest guaranteed response time. Compliance contracts have a guaranteed initial response time of 8 business hours or less and an on-site response within 2 business days.
Term
1 year
Terms of payment
Pre-paid
Renewal period
Annual
Planned maintenance visits
1 per year
Warranty on service parts
90 days
Service response time
Not to exceed 8 business hours
On-site response time
Not to exceed 2 business days
Parts and materials
Included
Labor rate for service visits
Included
1 year
Pre-Paid
Annual
1 per year
90 days
Not to exceed 8 business hrs
Not to exceed 2 business days
Included
Included
Zone Charge
Included
Per diem charge after 1st day of service visit
Included
Phone support
Unlimited
Email support
Unlimited
Remote support sessions
Unlimited
Application software
Major upgrades across major releases, maintenance & bug fixes
Software updates
Major upgrades across major releases, maintenance & bug fixes
Included
Included
Unlimited
Unlimited
Unlimited
Major upgrades across major releases, maintenance & bug fixes
Major upgrades across major releases, maintenance & bug fixes
Availability by Product
Use the table below to identify options available for your instrumentation.
| INSTRUMENT | Compliance | Complete | Maintenance Plus | Maintenance | Time and Materials |
|---|---|---|---|---|---|
| Echo 525R | |||||
| Echo 550R | |||||
| Echo 555R | |||||
| Echo 525 | |||||
| Echo 550 | |||||
| Echo 555 | |||||
| Echo 650 / 650T | |||||
| Echo 655 / 655T | |||||
| Access Systems and Workstations* |
*Coverage of integrated devices supplied by third-party manufacturers not included.
Expand the Possibilities of Your Applications
Labcyte Field Application Scientists
Labcyte provides applications support with every instrument purchased from local applications support personnel based in the United States, United Kingdom, Europe, and Asia. Labcyte field application scientists provide training for all new instruments and ongoing application support over the instrument life to enable maximum utilization of Labcyte products.
