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Fit for purpose service solutions keep you up and running
Your cryopreservation system 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 cryopreservation system 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 cryopreservation system, 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 help ensure your equipment is operating at or near the same level as when it was installed and include inspection of the exterior, door display and alarms, chamber, and electrical components. Cleanup, replacement of worn parts, and tuning are also performed.
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 cryopreservation system throughout the equipment lifetime. Choose the plan that best serves your specific needs.
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Warranty period |
Post-warranty period |
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BEST VALUE |
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BEST VALUE |
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Specifications |
Factory Warranty |
No service plan |
Extended Warranty |
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On-site corrective services |
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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 |
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Full charges apply |
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15% discount on parts and labor |
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Corrective maintenance repair guarantee |
Equipment warranty |
1 year |
90 days**
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Extended warranty |
1 year |
1 year |
Loaner equipment, based on availability† |
Not available |
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Not available |
Not available |
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Unlimited priority access to technical support |
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Limited support |
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Priority remote diagnosis and remote repair, when possible |
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Limited support |
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Prescheduled, on-site preventive maintenance (PM) and PM parts kit |
Full charges apply |
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Full charges apply |
Full charges apply |
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Software and firmware updates during PM as required‡ |
Full charges apply |
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Full charges apply |
Full charges apply |
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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
Compliance services
Maintaining compliance with documented verification that your cryopreservation system 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.