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Unmatched service and support for your vibrational spectroscopy needs
Thermo Fisher Scientific has been manufacturing and maintaining vibrational spectrometers and microscopes—Raman, near-, mid-, far-infrared, and microscopy–to the highest standards for over 50 years. As the undisputed leader in serving science, we continue to invest in not only technology and infrastructure, but also in people and logistics, so we can serve you better when you need us the most. Thermo Fisher Scientific’s unrivaled global network is always at the ready to ensure on-time parts delivery. We can even eliminate geographical barriers with our Digital Remote Support (DRS) services, which have been shown to improve first-time fix rates and shorten time-to-resolution (TTR) by excising delays associated with on-site visits.
More than 50 years in service
Over 28,000 installations since 2000 in North America and Europe
2,300+ preventive maintenance actions (PMs) annually
1,000+ other support visits every year, including qualifications, instrument relocations, and corrective maintenance
Providing you the service and support when you need it most
Our professional service engineers are never far from where you are. With access to the latest in Digital Remote Support (DRS) including Augmented Reality (AR), you can count on us to be there when you need us.
In addition, we have state-of-the-art demo/training facilities conveniently located in Houston, TX; San Jose, CA; Bannockburn, IL; and Wilmington, DE, that house an array of the most up-to-date spectrometers and microspectroscopy instruments. The facilities host both in-person and remote customer training classes.
Your trusted partner across the globe in serving science
For the 120,000+ employees at Thermo Fisher Scientific, our success depends on your success. Put our experience and expertise to work for you so you can maintain your focus on R&D, improving productivity, meeting tighter deadlines, keeping up with the latest technologies, and educating the scientists of the future.
Service and support plans
The following service plans are available for FTIR, NIR, and Raman spectrometers/microscopes, and vary by instrument model. Please request a quote for the type of service plan you are seeking for your specific instrument model.
| Specifications | Premier service plan* | Essential service plan & extended warranty | Tech Direct service plan | Compared to no service plan |
| On-site corrective services | ||||
| Priority on-site response time target† | 2 business days | 3 business days | 5 business days | No priority response |
| On-site corrective maintenance (includes factory-certified parts, labor, and travel) |  | | 10% discount | Full charges apply |
| Corrective maintenance during qualification visit | | | 10% discount | Full charges apply |
| Industry-exclusive requalification (RQ) included during corrective maintenance if OQ was added to service plan | Free of charge | Free of charge | 10% discount | Full charges apply |
| Preventive maintenance services | ||||
| Pre-scheduled, on-site preventive maintenance (PM) and PM parts kit (1/system/year) | | | | Full charges apply |
| Software and firmware updates during preventative maintenance and repair visits, upon request‡ | | | | Full charges apply |
| Digital Remote Support, diagnostic, and corrective services | ||||
| Priority remote diagnosis and repair |
(Highest priority) | | | Not available |
| Unlimited access to remote support engineers through secure remote desktop control and augmented reality (AR) tools | | | | Not available |
| Value-added services | ||||
| Priority status technical support with targeted immediate phone response§ |
(Highest priority) | | | Not available |
| Semi-annual service history and site management reviews | | Not available | ||
| 10% discount on training courses (where available, upon request) | | | | Not available |
| 10% discount on other parts, accessories, and consumables unrelated to corrective maintenance (upon request) | | | Not available | |
| Optional services available for purchase | ||||
| Operational qualification (OQ) |
(Includes RQ) |
(Includes RQ) |
(Discounted RQ) | Full charges apply |
| Additional preventive maintenance (PM) |
(Discounted) |
(Discounted) |
(Discounted) | Full charges apply |
*The Premier service plan may not be available in all locations. Please contact your Unity Lab Services sales representative for availability and more details.
†Priority on-site response times apply to corrective maintenance repairs. Preventive maintenance events are pre-scheduled in advance and upon request.
‡Upgrades to new versions of software not included
§Monday through Friday during standard business hours
Immersive, real-time collaboration tools with Digital Remote Support (DRS)
Secure, remote desktop support helps identify and resolve instrument issues remotely up to 30% of the time, reducing the need for some on-site repairs.* Should your instrument require an on-site visit, these digital repair tools allow our engineers to diagnose the issue, identify necessary parts, and prepare for repairs prior to their visit, thus increasing first-time fix rates.
*Based on internal records.
Complete the form below to learn more about the available service plans for you.
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