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Service offerings that keep your lab up and running
There’s no time for downtime in your laboratory. Our trained professionals make up the industry's largest service and support network, ready to assist you when you need it. Our superior services and support solutions enable your laboratory to do its critical work with minimal downtime.
Standard warranty
All Sensititre instruments come with a standard 1-year warranty, commencing at time of instrument delivery. During the warranty period, all costs for shipping, labor, and parts for repairs are covered. Access to 24/7 technical support is also available.
For more information regarding our standard instrument warranties, please contact our service specialsts at Microbiology_ServiceContracts@thermofisher.com.
* Subject to applicable terms and conditions
Extended Service Agreements
Extended Service Agreements at a glance
Service category |
Service aspect |
Gold |
Bronze |
Preventive maintenance |
Labor |
|
|
Travel |
|
|
|
Spare parts |
|
|
|
Repairs |
Labor |
|
Not included |
Travel |
|
Not included |
|
Spare parts |
|
10% discount |
|
Number of repairs covered |
Unlimited |
N/A |
|
Response time |
<2 working days |
N/A |
|
Support |
Technical phone support |
24 hr |
8 am–5 pm, M–F |
Remote Diagnostics Capability |
|
|
The details. Breakdowns may be reported, and engineer site visits will be arranged, weekdays from 8 am to 5 pm except Thermo Fisher Scientific holidays. Response times are determined by the level of your service agreement.
Extended Service Agreements must be purchased at time of instrument order or during the 12-month manufacturer’s warranty period. Multi-year agreements are available.
Request details on alternative service agreements that may be purchased if the manufacturer’s warranty or Extended Service Agreement has lapsed. Conditions and additional costs will apply.
Additional options. Engineer visits may be arranged for instrument relocation or removal. Charges may apply and will be quoted on request.
For more information regarding the best Extended Service Agreement to suit your laboratory’s needs, please contact our service specialists at Microbiology_ServiceContracts@thermofisher.com. Prepare a list of your equipment with applicable serial numbers for the most efficient response.
Customer education
Antimicrobial susceptibility testing curriculum
We are dedicated to ensuring that your laboratory is confident in their ability to use the Sensititre system portfolio of instrumentation and consumables to their full potential. Whether your laboratory has new staff, is onboarding a new panel, or has current staff who would benefit from a review of the platform, we offer a variety of virtual and in-person training modules.
Available training modules include SWIN software, panel setup, panel reading, and new instrument training as summarized in the table. New instrument purchases may come with associated training modules.
Sensititre training modules at a glance
Training module |
No. of Trainees |
Cat. No. |
SWIN software (virtual) |
5 |
526642 |
10 |
526643 |
|
SWIN software |
5 |
526652 |
10 |
526656 |
|
Panel setup |
5 |
526644 |
10 |
526654 |
|
Panel reading |
5 |
526651 |
10 |
526655 |
|
Panel setup and panel reading |
5 |
526658 |
10 |
526628 |
|
Panel setup, panel reading, and SWIN software |
5 |
526630 |
10 |
526662 |
|
New instrument: Vizion, AIM, Nephelometer, or OptiRead |
5 |
526657 |
10 |
526659 |
|
New instrument: ARIS HiQ |
5 |
526659 |
10 |
526629 |
|
Full Sensititre suite |
5 |
526661 |
10 |
526663 |
For details about these courses, download our Training Guide. For more information about our training services or to receive a customized quote, please contact us at USCLE_ServiceSupport@thermofisher.com.
Online susceptibility testing resources
Educational resources for AST include an abundance of online materials and webinars on susceptibility testing and antimicrobial stewardship. Access the Microbiology Learning Center and Clinical Microbiology Webinar Library as described under Resources.