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Explore our service and support solutions
Keep your instruments up and running, let our service experts support you
We take the guesswork and needless expense out of the service’s budget by making sure that your instrumentation is always functioning efficiently, is up to date with software updates, and replacement parts are available when they are needed. Our service plans are designed to benefit our customers with priority support and scheduled preventative maintenance.
A full range of service plan options are available to quickly get your lab back in business
See the offer below or speak to one of our support staff to find the right choice for you.
On-site services and plans
Find your ideal service plan – let us come to you
Explore our range of service plans and warranties to improve your lab productivity, increase instrument uptime, and lower the total cost of ownership.
| What is included: | Tech Direct |
Essential |
Premier |
|---|---|---|---|
| On-site corrective services | |||
| Priority response time† | 4 business days | 2 business days | Next business day |
| Parts, labour, and travel | 10% discount | Y | Y |
| Corrective maintenance repair & spare part guarantee | 1 year | 1 year | 1 year |
| Computer repair and replacement included* | 10% discount | Y | Y |
| Annual preventive maintenance services | Y | Y | Y |
| Digital remote support, diagnostic, and corrective services | |||
| Priority phone support§ | Y | Y | Highest priority |
| Priority remote diagnosis and repair | Charges apply | Y | Highest priority |
| Digital remote support** | Charges apply | Charges apply | Y |
| Value-added services | |||
| Semi-annual service history and site management reviews | Charges apply | Charges apply | Y |
| 10% discount on educational services (where available, upon request) | Y | Y | Y |
| 10% discount on critical spare parts | Charges apply | Y | Y |
| Access to Thermo Fisher online knowledge base | Charges apply | Y | Y |
| Corrective maintenance during qualification services visit | 10% discount | Y | Y |
| Compliance services | Charges apply | 10% discount | 12.5% discount |
| Additional preventive maintenance (PM) | Charges apply | Charges apply | Charges apply |
† Priority on-site response times apply to corrective maintenance repairs. Preventive maintenance events are pre-scheduled in advance and upon request
*Replacement of malfunctioning computers purchased from Thermo Fisher Scientific and required for the operations of the instrument. For Analytical Instrumentation, computer replacement is not included. 10% discount applies
§ Monday through Friday during standard business hours
**Unlimited access to remote support engineers through secure remote desktop control and AR tools
***Additional travel costs may apply to non-metro customers as the additional term
Off-site/depot services
Off-site service option – you send your instrument to us
| Depot services | |
|---|---|
| Depot preventive maintenance (PM); includes factory-certified parts and labour | Y |
| Priority depot technical support | Y |
| Return to depot; includes labour and return shipping charges | Y |
Frequently asked questions
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