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Keep your instrument up and running with a service plan
There’s no time for downtime in your lab. More than 1,400 trained Thermo Scientific Trained professionals make up the industry’s largest service and support network, ready to assist you when you need it. Built on more than 35 years of service expertise, our excellent warranties, service plans, qualification services, and customer education help keep your lab up and running.
Standard warranty
All Countess 3/3 FL Automated Cell Counters come with a standard 1-year warranty. During the 1-year system warranty period, all costs for shipping, labor, and parts for repairs are covered.
Service plans with warranty extension
Many customers also choose to purchase a service plan, which extends the standard warranty by two years for a total of three. This can also help reduce overall maintenance and repair costs, extend the life of your system, and maximize instrument uptime.
When problems occur, our trained services team can often diagnose and resolve them remotely via phone or email. If not, the plans include instrument exchange or repair at our service center, with parts, labor, and shipping included. Two levels of service are available as described in the table.
Service plan overview
Service aspect |
Rapid Exchange |
AB Repair Center (ABRC) Support |
|---|---|---|
Designed for |
Labs that operate under critical timelines |
Regulated labs that must maintain asset tagging consistency to comply with regulated protocols |
Response time |
Replacement shipped out in 1 business day |
Your instrument repaired and returned in ~3 weeks* |
Warranty extension period |
2 years (total 3 years) |
2 years (total 3 years) |
Shipping, parts, and labor |
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High-priority telephone and email access to our remote service center |
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Qualification service |
Available as add-on |
Available as add-on |
*For added convenience, upgrade to an ABRC Support Plus contract, which includes a loan instrument to be shipped within 1 business day.
Extended warranty packages
Service plans can be conveniently bundled with new instrument purchases in an extended warranty package. Catalog numbers for Rapid Exchange and Repair Center coverage are listed in the table. (Refer to the Models page for more options.) You can also add additional years of warranty coverage beyond the 3-year extended coverage.
New instrument/extended warranty packages
Type of extension |
Countess II Automated Cell Counter | Countess II FL Automated Cell Counter |
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2-year extended warranty packages (3 years total warranty) |
New instrument/warranty packages are no longer available for these discontinued instruments. Please visit our Instrument Service Coverage Lookup page to check your existing service coverage and renew. |
Rapid Exchange |
Rapid Exchange |
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Add more coverage in 1-year increments |
Rapid Exchange |
Rapid Exchange |
Rapid Exchange |
Rapid Exchange |
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*Extended warranty packages are not available in all regions. Please contact your local sales representative or contact us.
Qualification services
You can add qualification services to complement your service plan. Instrument hardware qualifications for Countess Automated Cell Counter systems document and verify that instruments are installed and operating according to manufacturer’s specifications.
Field Service Engineer (FSE) service
You can add qualification services to complement your service plan. Instrument hardware qualifications for Countess Automated Cell Counter systems document and verify that instruments are installed and operating according to manufacturer’s specifications.
Instrument qualification (IQ) provides documented evidence and verification that the instrument has been delivered and installed according to manufacturer’s specifications
Operational qualification (OQ) provides documented verification that the instrument subsystems are operating as designed. OQ also verifies that the functionality of an instrument meets the manufacturer’s operational specifications. In addition to OQ explanation, OQ can be performed on yearly basis to help ensure the instrument is working within specifications.
IQ and OQ are recommended at installation and when moving the instrument. Our qualification specialists can partner with you to help deliver timely, cost-effective, and trusted qualification services that include reliable, audit-style documentation that can help ensure your instruments meet regulatory requirements.
In addition to the instrument IQ/OQ, an add-on SAE IQ/OQ can be completed during the same visit. SAE is the software that supports 21 CFR Part 11 compliance. The SAE IQ/OQ can help ensure that the SAE Software is properly installed and that the connection to the instrument can be made. Further, it will include testing that verifies proper functionality of the SAE Software. The SAE IQ/OQ can only be completed in conjunction with an instrument IQ/OQ.
Self-service
Information about the self-service qualification can be found in the Countess 3 and Countess 3 FL User Guides in the maintenance section under Installation/Operational Qualification (OQ).
For Research Use Only. Not for use in diagnostic procedures.