Cryo TEM | Krios Cryo TEM Service and Support | Thermo Fisher Scientific

Service solutions to deliver successful adoption and incorporation of cryo-EM workflows

Going hand-in-hand with these innovative instruments are our innovative service solutions that offer ease of adoption, predictable cost of ownership, and operational and workflow support.

Service at Thermo Fisher Scientific is a partnership. We will develop a training plan to ensure your users are empowered from the start. Throughout the warranty and post-warranty phases, our applications, field service, and customer success teams will focus on helping you optimize your experiments and ensure that all your questions and concerns are addressed.

We are committed to a new approach to service that blends innovative technological solutions with outstanding service support. Our integrated service solutions are designed to support your research and deliver the insights you need to achieve your most ambitious scientific goals.

Below is a summary of our integrated service solutions to support your research and deliver the insights you need to achieve your most ambitious scientific goals.

Expert support to validate your workflow and train your lab on new applications
System health and insights inside the Connected Care Portal
Remote support and service to maximize system uptime

Key service features for cryo-electron instruments and workflows

When it comes to implementing a new workflow, you need a partner who offers next-level comprehensive instrument care so you can focus on your work. You need a partner who is not focused merely on fixing problems, but on preventative maintenance with our Connected Care digital infrastructure. We will support your instrument throughout its entire lifecycle, including installation, training, and data-driven proactive maintenance.

Workflow Validation Services	Scientific Workflows App	Connected Care Portal	Customer Success Managers
Be confident that your workflow will provide the results to achieve your goals. The Workflow Validation is a standardized representative test to verify the correct functioning of the Thermo Scientific Vitrobot, microscope, and camera systems under the conditions at your site.	The Scientific Workflows App delivers step-by-step workflow guidance for the cryo-tomography workflow, enabling users of all experience levels to optimize their results.	Assess the performance of your instrument across multiple parameters and enable continuous improvement to ensure you are capturing all the value from your instrument.	Dedicated Thermo Fisher Scientific experts who will support you for all technical, workflow, training or support-related challenges.
Remote & On-site Application Support	System Performance Reviews	On-site Maintenance Service	System Remote Monitoring
Provides training and support on all aspects of your sample and workflow, including instrument operation and lamella preparation, TEM operation, lamella transfer, and data acquisition.	System data will be summarized for you at regular performance reviews, where you can discuss any questions or pinpoint areas for improvement with your service, sales, and application support team.	Comprehensive service including preventive and corrective maintenance, a targeted response time, and certified spare parts.	Minimize disruption with a proactive maintenance approach. Critical system parameters are monitored by our technical experts and field service is proactively engaged if anomalies are detected.

Service options for Krios G4 Cryo-TEM

	Classic Contracts	Connected Care Contracts
Phone Support	•	•
Preventive Maintenance	•	•
Software Updates	•	•
Parts	•	•
RAPID Connection	•	•
On-Site Response Time Target	24-96 Hrs	24–48 Hrs
Customer Success Manager		•
Connected Care Portal		•
System Remote Monitoring		•
Applications Support		•
Scientific Workflow App		•
System Performance Reviews		•

Site Preparation services for new electron microscope systems

By anticipating the needs of your team and physical facility, you can quickly get up to speed and start getting the most value from your Thermo Scientific electron microscope. With the Thermo Scientific Site Preparation Service portfolio, you will gain a competitive advantage by optimizing your system’s surroundings. Whether you are debating the placement of one specific system in your lab or developing a brand-new facility from the ground up, our environmental engineering experts will provide analysis and recommendations to minimize environmental interference and maximize system performance.

Learn more out site preparation service options

Remote Service Support

Our team’s support capabilities go beyond our physical footprint. When you have a technical concern on your system, our global team of Remote Service Engineers can get you back up and running quickly.

Delivers a faster and more agile diagnostic and troubleshooting process
In 30% of cases, Remote Support can get you back up and running same-day
If on-site support is needed, a Field Service Engineer will respond with parts already in hand