Fit for purpose service solutions keep you up and running

Your laboratory refrigerator is designed to give you confidence with reliable operation, and our service team can extend that confidence by keeping you up and running. From installation to maintenance and service plans, our full range of service solutions deliver optimal performance and worry-free operation, help ensure regulatory compliance, reduce maintenance, and let you focus on your work.


World class expertise and global reach

As the world leader in serving science and part of the Thermo Fisher Scientific organization, we are ready to serve you with more than 2,000 highly trained Unity Lab Services technical professionals globally. Our organization has been serving our customers for more than 50 years and our engineers have an average of 18 years of experience operating and maintaining the equipment that we service.

 

All field engineers are original equipment manufacturer (OEM) factory trained and certified on your particular lab refrigerator model, so you can be confident that you’ll receive consistent, high-quality service and expertise from the Unity Lab Services team, wherever and whenever you need it.


Service plans

As you use your lab refrigerator, your specific needs and expectations deserve a tailored approach to services. Our comprehensive service portfolio was designed to provide you with the perfect fit. Unity Lab Services equipment service plans keep you up and running, providing on average 50% faster response times and 30% less downtime compared to customers without a service plan.

 

In addition to faster service and reduced downtime, service plan customers have unlimited priority access to our technical support team which uses Digital Remote Support tools that enable remote resolution of issues up to 50% of the time. For repairs requiring on-site corrective services, we offer fast response time commitments to meet your needs as well as an industry-exclusive requalification (RQ) benefit for customers on qualified service plans.

Preventive maintenance (PM)

All service plans include annual preventive maintenance to help maintain the health and performance of your equipment, increase uptime, ensure your equipment is performing according to specifications, and achieve the best audit outcome.

Typical PM procedures for lab refrigerators include:

  • Assurance of equipment performance to near the same level as it was installed
  • Inspection of hardware: exterior, chamber, electrical components
  • Inspection of software: door display, alarms
  • Inspection of parts: clean up, replacement of worn parts, and tuning
  • Update of firmware (as required for unit)
  • Review of maintenance procedures with recommendations for additional services or accessories as needed

Service plans to maximize uptime and minimize maintenance

We offer a range of service plans to fit your requirements and budget and help you get the most out of your lab refrigerator throughout the equipment lifetime. Choose the plan that best serves your specific needs.

 

  

Warranty period

Post-warranty period

 

BEST VALUE

 

BEST VALUE

Specifications 

Factory

Warranty

Total Care Warranty

No

service plan

Extended Warranty

Tech Direct Service Plan

Total Care

Service Plan

On-site corrective services

Priority on-site response commitment*

Standard response time

2 business days

Standard response time

Standard response time

3 business days

2 business days

On-site corrective maintenance

Full charges apply

15% discount on parts and labor

Corrective maintenance repair guarantee

Equipment warranty

1 year

90 days**

 

Extended warranty

1 year

1 year

Loaner equipment, based on availability†

Not available

Not available

Not available

Remote diagnostic and repair services

Unlimited priority access to technical support

Limited support

Priority remote diagnosis and remote repair, when possible

Limited support

Preventive maintenance services

Prescheduled, on-site preventive maintenance (PM) and PM parts kit
(1/system/year), if applicable

Full charges apply

Full charges apply

Full charges apply

Software and firmware updates during PM as required‡

Full charges apply

Full charges apply

Full charges apply

Compliance services

Qualifications, temperature mapping, and calibration services

No discount

10% discount

No discount

No discount

10% discount

10% discount

 

Service plans are currently available in the United States and Europe. Service coverage may vary in certain regions. Please contact your local sales representative for more information about services in your location.

 

*Guaranteed response time begins once a PO is received and is applicable in the U.S. and Europe. Access restrictions to geographical location, building, or room may invalidate on-site response time commitment. Availability in the U.S. is limited to select cities (subject to change): Ann Arbor; Atlanta; Austin; Baltimore; Boston; Chicago; Cincinnati; Cleveland; Columbus; Dallas; Denver; Des Moines; Detroit; East Bay; El Paso; Hartford; Houston; Indianapolis; Jacksonville; Kansas City; Los Angeles; Madison; Memphis; Miami; Minneapolis/St. Paul; Nashville; New Brunswick, NJ; New York; Orange County; Philadelphia; Phoenix; Pittsburgh; Portland; Raleigh; Richmond; Rochester; Salt Lake City; San Antonio; San Diego; San Francisco; Seattle; St. Louis; Tampa; Washington, D.C.. Please contact your local sales representative for more information about services in your location.

 

**When not under a service plan, corrective maintenance repair guarantee can vary by country

 

†Loaner equipment is subject to availability in an accessible service depot

 

‡Upgrades to new versions of software are not included

Minimize 


Compliance services

Maintaining compliance with documented verification that your lab refrigerator is installed and operating according to the manufacturer’s intended use in regulated environments takes significant time and resources. Let our factory-trained, highly skilled field service engineers manage these tasks for you.

 

Our comprehensive and cost-effective suite of qualification, temperature mapping, and calibration services* can increase your lab’s performance and save you time by documenting system functionality and mitigating the risk of regulatory non-compliance. Qualification documents are available in English, French, and German. Programs can be customized to your specific needs, so the right audit-quality data will be ready for you to share with the appropriate regulatory bodies. We provide ISO 9001 and 17205 accredited calibration and qualification (IQ/OQ) services to help meet all major regulatory guidelines, including cGxP (GLP/GMP).

In addition, Unity Lab Services is the only OEM service provider to offer an industry-exclusive, no-charge requalification guarantee. If a key component fails while under a qualifying service plan or warranty, we will requalify your equipment at no charge to ensure it maintains compliance.**

 

*Calibration services may not be available in all regions. Contact your local sales or service representative for more information.

 

**Terms and conditions apply. Our no-charge requalification guarantee applies only to instruments under a qualifying Unity Lab Services instrument service plan or warranty and includes requalification on covered corrective maintenance repairs at no additional charge.

 

Qualification Service

Description

Installation qualification (IQ)

Documents and verifies that equipment is installed to manufacturer’s recommendations and your lab’s requirements. The records we produce are traceable and ready for you to demonstrate compliance.

Operation qualification (OQ)

Documents and verifies that equipment (as installed) is operating as intended to manufacturer’s specifications. Our technical best practices help ensure that your equipment passes all qualification tests the first time, saving resources and maximizing uptime.

Temperature mapping (TM)

Documents and verifies that equipment is operating as intended to user specifications. Provides data measured at various locations, identifying temperature variations across the chamber space and at a single set-point. Additional tests include door opening recovery and power failure backup. All tests are performed with the chamber empty or full.

Calibration

Provides periodic verification that equipment is producing accurate results within specified limits compared to traceable standards of measurement. We offer ISO 9001 and ISO 17025 certified services to meet your organization’s quality requirements.


Replacement parts

Our eStore offers convenient online purchasing of replacement parts for your cryopreservation system. From the store you can search by model, SKU, or part number for the most frequently requested parts.*

 

*Replacement Parts eStore is not available for all regions. For more information on ordering spare parts in your location, contact Technical Support or reach out to your local Thermo Fisher Scientific sales representative.