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Service plans, planned maintenance, qualification services, and training
Reduce downtime during cell therapy production. More than 2,000 trained professionals make up one of the industry’s largest global service and support networks, ready to provide assistance when needed. Built on more than 35 years of service expertise, our exceptional services and support solutions help keep labs up and running.
AB Assurance on-site service plan for the Rotea system
All Gibco CTS Rotea Counterflow Centrifugation Systems come with a one-year standard warranty. In addition, many customers choose to purchase an AB Assurance on-site service plan, that offers these benefits:
- Maximize system uptime with fast repair turnaround time from manufacturer-trained and certified field service engineers.
- Reduce overall repair costs with remote instrument diagnosis and resolution.
- Extend the life of the system and keep it running at peak performance with annual maintenance services.
- Parts, labor, and travel or shipping included.
- Digital service innovations available for remote customer support.
AB Assurance on-site service plan details
For CTS Rotea Counterflow Centrifugation Systems purchased with an AB assurance service contract, system repair costs for travel, shipping, parts, and labor are included. This advanced service contract purchase allows the service contract to take effect at the expiration of the one-year warranty for a total of two years’ service and support coverage from purchase. Service contract renewal is available for each subsequent year.
| Field repair response time | Planned maintenance service | Access to remote technical support (Mon-Fri, standard business hours) |
Parts, labor, and travel |
Digital remote support |
Qualification service |
Protocol optimization consultation |
2 business days* |
 |
|
|
|
Available as add-on |
Available as add-on |
*Availability limited in some geographic areas.
Planned maintenance
During each year of service contract coverage, our Field Service Engineer (FSE) will visit the site to perform a scheduled planned maintenance (PM). Maintenance visits are intended to help prevent downtime, reduce strain on laboratory staff, and help ensure the life of the instrument. During a PM service visit, the field service engineer will perform the following:
- Inspection of the system
- Cleaning, lubricating, and calibration of relevant mechanical parts
- Software and firmware updates (if applicable)
- Functional testing on subsystem performance
- Documentation of maintenance tasks, results, and findings
Qualification services to complement the Rotea system service plan
Qualification services can be added to complement service plans. Instrument hardware qualifications include installation qualification (IQ) and operational qualification (OQ) to document and verify that instruments are installed and operating according to manufacturer’s specifications.
IQ: provides documented evidence and verification that the instrument has been delivered and installed according to manufacturer’s specifications.
OQ: provides documented verification that the instrument subsystems are operating as designed. Verifies that the functionality of an instrument meets the manufacturer’s operational specifications.
IQ and OQ are recommended at installation and when moving the instrument. Our qualification specialists partner with labs to deliver timely, cost-effective, and trusted qualification services that include reliable, audit-style documentation to support compliance documentation goals.
AB Qualification service
In addition to an annual planned maintenance service, the AB Qualification service plan provides an annual Operational Qualification service visit with an on-site field service engineer (FSE) for each year of service contract coverage. During qualification services, the FSE runs prescribed tests using service tools and compares subcomponent performance against technical specifications. The FSE evaluates and documents the test results and then determines pass/fail where failing tests trigger troubleshooting and repair services to address the performance gap. Upon receiving a pass result, the FSE verifies the instrument is operating within manufacturer’s design specifications. Qualification service documentation may be included by a customer in a device history file to be referenced during audits and inspections as part of risk mitigation strategies. Re-qualification of a system would be recommended after major planned maintenance services, major repair services, or an instrument move to update service documentation for compliance review; however, re-qualification is at customers’ discretion following risk assessment for the respective changes.
Purchase a CTS Rotea system with AB Assurance service plan and qualification services
Service plans may be purchased along with the CTS Rotea Counterflow Centrifugation System (see the instrument and service plan bundles below) or any time after system purchase. For optimal system performance and support, service contract coverage is recommended following warranty expiration.
Service aspect |
AB Assurance plan offers |
CTS Rotea Counterflow Centrifugation System + AB Assurance service extended warranty (for 2 years' total coverage) + IQ/OQ services |
A50757* A47695**
|
CTS Rotea Counterflow Centrifugation System + AB Assurance service extended warranty (for 2 years' total coverage) |
A50760* A47679** |
*North America, Europe
**Rest of World
Technical support to help ensure success using the Rotea system
Global Service and Support teams available through remote or local field support are fully committed to supporting customer success when using the CTS Rotea system. User guides are provided to proactively support customers’ questions and goals, and when new questions arise, our teams work together to provide an exceptional customer experience.
If your questions are not answered by our user documentation, our Global Service and Support team is available to assist you further. Refer to the link below to identify the appropriate phone number for your region and/ or submit an electronic support request:
SmartStart training program
A SmartStart on-site training course (virtual or on-site training) comes standard with each Rotea system purchase and is designed to provide an introduction for operation of the CTS Rotea system. The course is designed to provide primary Rotea system end users with a system familiarization and introduction to protocol building to jumpstart their Rotea experiences!
Led by professional field application scientists, this training provides interactive education that includes theoretical protocol writing and hands-on training. The training includes a line-by-line analysis of a test protocol, preparing users to modify their own protocols when needed.
For Research Use or Manufacturing of Cell, Gene, or Tissue-Based Products.