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Confidence. Convenience
flexibility Essential Support Plans: Priority Response Preventative Maintenance • Continuous Support
Essential Support Plans Our Essential Support Plans give you confidence that your instruments will continually operate at optimum efficiency. You will appreciate having the priority attention of our expert engineers, whose main goal is to prevent disruptions and keep your laboratory operating efficiently. Eliminate the uncontrollable costs of unplanned maintenance and repairs.
Why choose us? Confidence Our factory trained technical service team is equipped with the global knowledge and tools to support your organisation when instruments require repair, service and calibration.
Convenience Dedicated service teams located in Melbourne, Sydney, Queensland & Western Australia
Flexibility Our plans remove the guesswork and needless expense often encountered when attempting to forecast for maintenance and breakdown. Our support plans have been geared to keep your instruments operating at an optimal level.
Essential support plans Our Essential Support Plans are designed to benefit our customers with priority response, preventative maintenance & continuous support. Our plans provide flexibility to include or exclude costs to meet your operational or financial needs (e.g. travel expenses, labour and replacement parts can be included or excluded from any agreement). We take the guesswork and needless expense out of your service budget by making sure your instrumentation is always functioning efficiently, is up to date with software updates and replacement parts are available when they are needed. Thermo Fisher offer two specific levels of support within our Essential Support Plan Range: • Comprehensive Support Plan • Proactive Support Plan – Scheduled preventative maintenance. Services may be provided under a prepaid support plan or alternatively on a billable time and materials basis.
Comprehensive Support Plan Comprehensive all inclusive support plan Our Comprehensive Support Plan is designed for customers with continuous operations, providing an essential blend of hardware and software support to optimise productivity. Your organisation will benefit from the technical expertise across our service team in a tailored, straightforward, fixed price agreement for the maintenance and calibration of your equipment.
Features & Benefits: • Includes scheduled preventative maintenance during business hours. Actual number of visits and services performed depend on instrument type and configuration. • Includes unlimited breakdown maintenance calls and all charges for labour, travel, accommodation and other expenses during business hours. • Includes all parts (excluding specified components) required for breakdown service. • Includes telephone technical support. • Remote diagnostics is included to assist with rapid identification of any issues and software support. (For applicable instruments) • Discounted labour rates for any additional work not covered by this support plan
Proactive Support Plan Scheduled preventative maintenance This plan is ideal for customers that utilise internal maintenance resources and are seeking to incorporate predictive and proactive measures to avoid instrument downtime and eliminate issues before they arise. Your needs will be met with service and advice from factory trained industry experts, the convenience of priority telephone support as often as you need it and the latest software advancements for your instrument.
Features & Benefits: • Provides periodic scheduled maintenance services during business hours. Actual number of visits and services performed depend on instrument type and configuration. • Includes labour, travel, accommodation and other expenses for the scheduled maintenance. • Includes telephone technical support. • Basic consumables required for routine Preventative Maintenance • Discounted labour rates for any additional work not covered by the maintenance agreement
Essential Support Plans Comprehensive Support Plan
Proactive Support Plan
Priority Technical Phone support
X
X
Remote diagnostics (subject to internet access at site)
X
-
Firmware/software Updates
X
X
On site Preventative Maintenance (PM)
X
X
PM Parts
X
X
Labour / Travel
X
X
X
-
Unlimited
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Parts required corrective services (see exclusion)
X
-
Discounted Service Products
X
X
Resources
Preventative maintenance services
On-site corrective services Priority On-site Support On-site Visits – Labour & Travel
Exclusions List of consumables/parts NOT included under this agreement Consumable items and parts such as: • Columns • Frits • Peristaltic pump tubing • Guard cartridges • Data media • Gases • Power conditioners • Isolation transformers
• All mains power items • Operator training • UPS (uninterruptible power supply) • Consumable glassware • Bottles • Calibration solutions • Caps • Solvents
Service Support Scheduling Thermo Fisher Scientific is committed to delivering a level of service that is truly a benefit to you and your business. For this reason, we are committed to achieving the following performance standards; Breakdown response times performance guarantee • First level technical phone support within 24 hours of a fault logged directly with our service department • On-site attendance by a qualified Field Service Engineer for an equipment fault Spare Parts • Thermo Fisher Scientific has invested over $4 million dollars in service spares and we constantly review our stock levels based on usage rates and contract obligations. • We commit to stock spares for the equipment covered within this agreement based on supplier/manufacturer recommendations and further commit to air-freight any spares that are not stocked in the event of an equipment breakdown
Service Support Scheduling Technical skills management Thermo Fisher Scientific is committed to maintaining the highest levels of technical expertise within our ever changing markets. This is to ensure that we can offer our valued customers the latest and most advanced solutions to their needs. To support this, all of our Field Service Engineers are constantly undertaking official, certified, factory training on all new and existing products. Proactive Maintenance visits A schedule of Proactive Maintenance visits will be determined upon installation. The scheduled intervals will be based on customer usage and instrument access. All preventative maintenance activities are scheduled in advance and our service team will contact the customer a month prior to determine the most appropriate date and time for the pending visit. Additional visits can be requested by contacting our Service Team. Preventative maintenance visits outside the agreed contract may be considered chargeable. General support requests All requests can be arranged by contacting our Thermo Fisher Scientific service administration team on: 1300-736-767 between 8:00am to 5:30pm Monday to Friday (except public holidays)
Calibration Services The inaccuracy of a measurement could have a severe negative impact on an organisation. These can be economic due to excess production causing waste, to life-threatening by indirectly taking inaccurate critical measurements. Thermo Fisher Scientific recognises your instruments are valuable assets that are an integral part of your daily operations, our NATA accredited laboratories can ensure that these instruments are working in accordance with manufacturers’ specifications. To minimise your downtime, we can add your instruments to a calibration agreement so that a reminder is sent to you advising of when your assets are due for calibration via our online database. In addition to our inhouse capabilities, we have an on-site traceable calibration service to minimise downtime and eliminate risks in transit of your sensitive equipment.
Thermo Fisher Scientific (NATA Accreditation 2145) is certified in the following fields; • Chemical (gas analysers) • Weighing Devices • Volumetric • Pressure and vacuum • Electrical • Temperature We can accommodate any request for traceable calibration either through our own laboratory, or through a supplier partner. Features & Benefits: • Certified NATA Signatories within each field • Onsite calibration capabilities • Asset management • Consultation of your needs • Calibration agreements tailored to your business (NATA/Traceable)
For more information visit: www.thermofisher.com.au/service ©2013 Thermo Fisher Scientific Inc. All rights reserved. All trademarks are the property of Thermo Fisher Scientific Inc. and its subsidiaries. Specifications, terms and pricing are subject to change. Not all products are available in all countries. Please consult your local sales representative for details.
Australia www.thermofisher.com.au For Customer Service, call 1300-735-292 For Service & Calibration, call 1300-736-767
