Labcyte

SERVICE & MAINTENANCE

Maximize Your Instrument Performance

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.

Expand the Possibilities of Your Applications

Labcyte provides applications support with every 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

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.

Term

Terms of payment

Renewal period

Preventative 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

User interface software

Applications software

Software updates

GOLD

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.

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

User interface software

Maintenance and bug fixes

Applications software

Maintenance and bug fixes

Software updates

Maintenance and bug fixes

SILVER

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.

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 5 business days

Parts and materials

Billable with 10% discount

Labor rate for service visits

Hourly with 20% discount

Zone charge

Varies with 20% discount

Per diem charge after 1st day of service visit

Daily

Phone support

Unlimited

Email support

Unlimited

"Remote" support sessions

Unlimited

User interface software

Maintenance and bug fixes

Applications software

Maintenance and bug fixes

Software updates

Maintenance and bug fixes

Time and Materials

Time and Materials: Contracts customized for service visits on an as-needed basis.

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

N/A - requires pre-screening and creation 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

User interface software

Maintenance and bug fixes

Applications software

Maintenance and bug fixes

Software updates

Maintenance and bug fixes

Echo Liquid Handler Service Contracts

CATALOG NO.
GOLD SILVER
Echo 555 LSA-555-Gold LSA-555-Slvr
Echo 550 LSA-550-Gold LSA-550-Slvr
Echo 525 LSA-525-Gold LSA-525-Slvr
Echo 520 LSA-520-Gold LSA-520-Slvr

Access Laboratory Workstation Service Contracts

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.

CATALOG NO.
GOLD SILVER
Access Workstation LSA-ACCBase-Gold LSA-ACCBase-Silver