Services & maintenance
Uptime is part of the product
From site survey to end-of-life decommissioning, our field engineering team keeps your platforms calibrated, documented and audit-ready.
What's included
Installation & Commissioning
Site survey, uncrating, calibration and verification runs before your first patient sample.
Operator Training
On-site and remote training for bench staff, with refresher sessions included for 12 months.
Preventive Maintenance
Scheduled PM visits with genuine spares, documented per ISO 15189 audit requirements.
48-Hour Breakdown Response
Nationwide field engineer coverage with loaner units for critical platforms.
Reagent Supply Contracts
Cold-chain logistics, lot traceability and auto-replenishment tuned to your test volumes.
Compliance Documentation
IQ/OQ/PQ packs, calibration certificates and service logs delivered with every engagement.
Maintenance contracts
Pick a tier per instrument, or let us build a blended plan across a mixed fleet.
Essential
$1,250
per instrument / year
- 1 preventive maintenance visit
- Business-hours phone support
- 5 business day response
- Genuine spares at list price
Professional
$2,900
per instrument / year
- 2 preventive maintenance visits
- 48-hour on-site response
- Spares & labour included
- Annual operator refresher training
- IQ/OQ/PQ documentation refresh
Critical Care
Custom
multi-instrument fleets
- 4 preventive maintenance visits
- 24-hour response, loaner guarantee
- Dedicated field engineer
- Consignment spares on site
- Quarterly performance review
Response commitments
Phone triage
Under 2 hours
Mon–Fri 08:00–18:00 PT
Remote diagnosis
Same business day
Where connectivity allows
On-site attendance
24–72 hours
Depending on contract tier
Loaner dispatch
Next business day
Critical Care contracts