Service Plans

Peak Performance, Maximizing Productivity

Biosero’s service team is committed to providing fast, reliable, quality service to maximize system uptime and minimize unplanned downtime.  Field personnel are trained to address both software and hardware issues so problems are handled quickly and efficiently.  Engineers are factory certified by several manufacturers so you can trust that repairs are done right and your system is performing at its best.  Field personnel are strategically located to provide customers with rapid response times to minimize the disruption that an unplanned service event can have to your laboratory.  Our two support plans allow you to control your maintenance costs and ensure you get the most out of your system.  For our non-contract customers, we offer on-demand service in the event their system requires support.

For more information about Biosero’s service and support solutions for your laboratory, please contact us at service@biosero.com or 858-880-7376.

Biosero instruments and WorkCells come with a one-year warranty from the date of installation for defects in materials and workmanship.  After the initial warranty period, Biosero has a variety of service solutions available to meet your technical and financial needs.  All our service solutions include unlimited remote sessions for troubleshooting software and hardware issues, phone and email support, no per diem rates and all service requests are responded to within 8 hours.

Premium Contract:  Our all-inclusive service plan covers maintenance and on-site repairs for your instruments and WorkCells.  This plan includes labor, travel, parts and one preventative maintenance visit annually with no hidden charges allowing you to manage your budget effectively and optimize the cost of system ownership.  Since software updates and bug fixes are included, you are assured your instruments and WorkCells are always operating with the most current version of software.  With an on-site response time of less than 48 hours from initial support ticket submission, this plan ensures you receive priority service and minimizes the cost of downtime to your laboratory.

Basic Contract:  Our cost effective solution for instrument maintenance and trouble-free service includes labor and travel, provides a 10% discount on parts and has one preventative maintenance visit annually.  Software updates and bug fixes are included so your instruments and WorkCells are always operating with the current version of software.  With an on-site response time of less than 72 hours from initial support ticket submission, you’ll receive priority service over time and material customers allowing you to maximize your instrument performance on a limited budget.

Time and Materials:  Instrument and WorkCell service is provided on a time and material basis.  Charges for labor and travel accrue per call with a minimum labor charge of 4 hours with no discount on parts.  Software updates and bug fixes are included. On-site service response time can be expected to be within 72 hours after receipt of purchase order.

For more information about Biosero’s service and support solutions for your laboratory, please contact us at service@biosero.com or 858-880-7376.

Premium

Basic

Time & Materials

Term

Annual Renewal Annual Renewal N/A

Preventative Maintenance

1 Per Contract Year 1 Per Contract Year N/A

Warranty on Service Parts

Included 90 Days 90 Days

Phone Response*

8 Hours 8 Hours 8 Hours

On-Site Response Time*

24-48 Hours 48-72 Hours 72 Hours Upon Receipt of PO

Parts and Materials

Included 10% Discount on Parts Billable

Labor Rate for Service Visits

Included Included Hourly

Per Diem Charge

None None None

Phone and Email Support**

Unlimited Unlimited Unlimited

Remote Support Sessions

Unlimited Unlimited Unlimited

User Interface/Applications Software

Updates, Maintenance, and Bug Fixes Updates, Maintenance, and Bug Fixes Requires Site Visit

* Excluding Evenings, Weekends, and Holidays

** Charges for GBG support apply after 60 minutes

Biosero service personnel are trained and certified by the manufacturers below to install, service, and repair your instruments and WorkCells.  Whether you purchased your instruments from Biosero or not, we’re able to provide factory service for the companies listed.  As a single source solution, we are able to service your entire system so you don’t have to contact multiple manufacturers to get support.  Our engineers use factory approved troubleshooting and repair methods to ensure your instruments and WorkCells are operating at their best.

Robotics and Automation

Laboratory Equipment and Instrumentation

Enclosures

Our team has been trained through the Eagleson Institute for all safety requirements and proper maintenance procedures and classification of biological safety enclosures.

For more information about Biosero’s service and support solutions for your laboratory, please contact us at service@biosero.com or 858-880-7376.

For more information about our service solutions, contact us:

Email: service@biosero.com
Phone: 858-880-7376

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