Service and support
Every instrument ships with an installation and qualification visit. After that, four contract tiers cover the life of the system.
Installation and qualification
Site survey, installation, and IQ/OQ/PQ documentation packaged for audit. Included with every new system.
Preventive maintenance
Scheduled visits with wear-part replacement, full performance verification and a signed report against your acceptance criteria.
Method development
Application specialists build and validate the method on your matrix, then hand over the parameters and the validation data.
Training
Operator and maintenance-level courses, on site or at our applications laboratory, sized for the people who will run the instrument daily.
Parts and consumables
Columns, lamps, suppressors, seals, graphite tubes and source components, supplied with the same documentation as the instrument.
Relocation and requalification
Decommissioning, transport preparation and full requalification when a laboratory moves or a system changes hands.
Contract tiers
| Tier | Response | Preventive visits | Includes |
|---|---|---|---|
| Essential | 5 business days | 1 per year | Labour, remote diagnostics |
| Standard | 48 hours | 2 per year | Labour, travel, wear parts |
| Comprehensive | 24 hours | 2 per year | All parts, priority dispatch, training seat |
| Compliance | 24 hours | 2 per year + requalification | Comprehensive plus annual OQ/PQ documentation |