Timely service and preventative 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, we have support and instrument maintenance facilities in the United States, Europe, and Asia.
Labcyte provides applications support with very instrument purchased. We have local applications support in the United States, United Kingdom, Europe, and Asia. Our application scientists provide applications support and training on all Labcyte products – helping you maximize the utility of the Echo Liquid Handler and Access Laboratory Workstations.
|SERVICE OPTIONS ❯||GOLD||SILVER||Time and Materials|
|Labcyte offers a range of service contract options for the Echo Liquid Handler and Access Laboratory Workstation to fit every lab’s needs and budget.||GOLD:
Gold contracts are for customers who want worry-free operation and for whom minimizing downtime is critical Gold contracts have a guaranteed phone response time of 8 business hours or less and an onsite response within 3 business days.
||SILVER: Silver contracts are for laboratories on a budget that still want the peace of mind of having their instruments on a service contract. Silver contracts have a guaranteed phone response time of 12 business hours or less and an onsite response within 5 business days.||Time and Materials: Contracts customized for service visits on an as-needed basis.|
|Term||1 year||1 year||N/A|
|Terms of payment||Pre-Paid||Pre-Paid||Net 30|
|Preventative maintenance visits||1 per year||1 per year||N/A|
|Warranty on service parts||90 days||90 days||90 days|
|Service response time||Not to exceed 8 business hrs||Not to exceed 12 business hrs||Variable|
|On-site response time||Not to exceed 3 business days||Not to exceed 5 business days||N/A - requires pre-screening
and creation of PO
|Parts and materials||Included||Billable with 10% discount||Billable|
|Labor rate for service visits||Included||Hourly with 20% discount||Hourly|
|Zone charge||Included||Varies with 20% discount||Varies by region|
|Per diem charge after 1st day of service visit||Included||Daily||Daily|
|"Remote" support sessions||Unlimited||Unlimited||Charge after 1st hour|
|User interface software||Maintenance and bug fixes||Maintenance and bug fixes||Maintenance and bug fixes|
|Applications software||Maintenance and bug fixes||Maintenance and bug fixes||Maintenance and bug fixes|
|Software updates||Maintenance and bug fixes||Maintenance and bug fixes||Maintenance and bug fixes|
All contracts include 1 year coverage on the Echo Liquid Handler.
All Access Workstation contracts include 1 year of coverage for all Labcyte manufactured components and accessories. This includes lid removal shelves, barcode reading shelves, tables, integration kits, shelves, enclosures, cables, and the utility hub. All third party devices and the Echo Liquid Handler must be covered separately.
In most cases, service contracts that provide warranty coverage for third party devices are available directly from Labcyte. In such cases, Labcyte will serve as a single point of contact for all services related to the entire Access Workstation.
Contact your sales representative for a list of service contracts available for third party devices.