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Near-infrared instrument service plans to meet your unique needs
Unity Lab Services instrument service plans get you up and running faster, with 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 exclusive access to Enhanced Technical Support, which uses Digital Remote Support tools that enable more than 35% remote resolution of issues to get you up and running faster. For repairs requiring on-site corrective services, we offer varied response targets to meet your needs as well as an industry-exclusive requalification (RQ) benefit for service plan customers. Finally, ensuring you receive annual preventive maintenance for all plans helps increase instrument uptime and gives you confidence your instrument is running according to specifications.
Local service. Global reach.
When you partner with Unity Lab Services through a service plan, you get a trusted advisor who consistently delivers the support you need to keep your lab running smoothly. When you have questions about your instruments, we get you answers quickly because we know the instruments better than anyone. We know your science and we know that every minute you’re delayed is precious time wasted. The Unity Lab Services Advantage is the superior quality service to get you up and running faster with service professionals located worldwide to assist you and here is how:
- Service and support excellence – NIR spectrometer issues are resolved remotely 35% of the time and digital remote support capabilities help diagnose, repair, and increase first-time fixes.
- OEM technical expertise – Direct access to more than 2,000 highly experienced and OEM-certified service professionals with an average of 18 years of experience maintaining scientific instruments.
- Proven tracker record – We have over 50 years serving science, delivering seamless service commitments, and improving overall service experiences. One of the broadest and most comprehensive sets of service solutions in the industry.
- Global reach – Our service professionals located in 23 countries are committed to providing the most rapid response possible to keep your instruments running and to increase your lab productivity and uptime.
NIR spectroscopy instrument service and support plans
The following service plans are available for NIR spectrometers and vary by instrument model. Please request a quote for the type of service plan you are looking for with specific instrument model.
Specifications |
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 | ||||
• |
• |
• |
Full charges apply | |
Additional preventive maintenance (PM) |
• |
• |
• |
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