Life Science Instruments | Electron Microscopes | Thermo Fisher Scientific

Life science instruments service and support options from Thermo Fisher Scientific

Whether you are purchasing a new system, or need services for an existing system, we have options to fit your needs.

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. Best practices include:

Prepare your facility for installation, including the mitigation of vibration and other environmental interferences
Train users to safely and confidently prepare samples and gather data so you can jump-start valuable research
Validate every step of your workflow to ensure it is optimally tuned to achieve high-quality data

Our team of applications scientists, service technicians, and customer success experts is here to make sure you have everything in place the moment your instrument is installed.

Learn about Site Preparation Service

Service during the warranty period

We offer a variety of support options during the critical period after your system is installed. Our market-leading warranty provides a committed response time and includes maintenance and spare parts.

To help you attain a further competitive advantage, our Accelerate professional service helps you:

Ensure all users are properly trained
Expedite the capture of usable data in weeks not months
Optimally tune your system and workflow to achieve leading-edge results
Plan your maintenance in advance, around key samples or activities

Service options for the warranty period

Service Offering*	Warranty (12 months)	Accelerate Contract
Remote Support	•	•
Preventive and Corrective Maintenance	•	•
Software Updates	•	•
Spare Parts	•	•
RAPID Support	•	•
On-Site Response Time	48 hrs	24–48 Hrs
Customer Success Manager		•
Connected Care Portal		•
System Remote Monitoring		•
Applications Support		•
Scientific Workflow App		•
Workflow Validation		•
Quarterly Performance Reviews		•

Key elements of Accelerate service

Workflow Validation to confirm that each step of your workflow meets our specifications
On-site and Remote Applications training and support from our technical experts
Access to a dedicated Customer Success Manager who will support you step-by-step as you get up to speed on your Thermo Scientific instrument

We offer Accelerate services for Single Particle Analysis, Cryo-tomography, and Pharma services.

Services to support your existing electron microscope systems

Experienced microscopists achieve ongoing benefits from system health monitoring and proactive service. Visibility into system utilization and productivity will also help you maximize the value of your Thermo Scientific instrument.

Service Options After the Warranty Period	Classic Contracts	Advance Contract
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		•
Quarterly Performance Reviews		•

Service options after the warranty period

With a Classic service contract, you get a targeted response time and coverage for spare parts. No matter what, you will have peace of mind that you have a predictable service budget and the attentive care your instrument deserves. We offer Classic services for all budgets.

For researchers who have high requirements for system productivity and are pushing the boundaries of science, our Advance offerings deliver increased insights and proactive care.

More planned downtime/less unplanned downtime vs. Classic service
Plan your maintenance in advance, around key samples or activities
Ongoing support to train new users, so you can focus on critical research activities
Visibility into system utilization and performance

Key elements of Advance service include:

System Remote Monitoring, where engineers monitor key system parameters and proactively plan maintenance activities
The Connected Care Portal, which delivers an overview of system health, utilization, and service activities
Ongoing access to Applications experts and a Customer Support Manager, to ensure you are getting the most out of your Thermo Scientific instrument every single day

We offer Advance services for Single Particle Analysis, Cryo-tomography, and Pharma services.

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Connected Care services

Blending the best of digital and hands-on care.

To best support your success now and into the future, we have integrated more digital and data-driven elements into our service packages.

With our Connected Care service, you will:

Receive proactive service and better coordinated support activities at your facility
More quickly and successfully launch new techniques and technologies
Obtain visibility into your systems’ productivity and performance

We offer a variety of Connected Care services targeted to your unique needs. Whether we are delivering support on-site or through a digital channel, our unique relationship with you remains at the forefront.

Accelerate and Advance solutions for your unique needs

Accelerate and Advance for Drug Discovery

Accelerate and Advance drives operational excellence and streamlines your drug discovery workflows.

Performance commitment to keep you productive
Technical expertise on-site and remote for training and support
Access instrument performance and data through the Connected Care Portal

Accelerate and Advance for Single Particle Analysis

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 with the Connected Care Portal.
Remote support and service to maximize system uptime.