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Flow Cytometry Instrument Service Plans & Expert Support
Get the most out of your CellStream™ flow cytometry system. Choose one of our best-in-class service plans and be confident that your system is always in excellent condition and able to meet your needs.We offer a wide range of service agreements that are supported by highly-trained service professionals and technical support representatives.
As part of Merck’s complete flow cytometry solution, our service agreements are structured yet flexible, allowing you to select the level of hardware, software and application support that you prefer.
Instrument qualification is also available at installation upon request, as part of our IQ/OQ service offering. For more information on features included in IQ/OQ, please contact Technical Support.
Instrument Service Plan Options
| Service Plan Features* | One-Year Warranty | Service Total™ Plan | Service Advanced™ Plan | Service Essential™ Plan |
|---|---|---|---|---|
| Travel & Labor Expenses | • | • | ||
| Coverage of Parts | • | • | ||
| Preventative Maintenance Visit | • | • | • | |
| Factory Trained & Authorized Service Engineers | • | • | • | • |
| Technical Support Services | • | • | • | • |
| Priority Scheduling | • | • | ||
| One Visit for Instrument Diagnostics or Basic Repairs | • |
* No service contract is required for a one-time service request.
One Year Warranty
Our standard one-year warranty replaces any components that may be damaged through normal use and also provides full preventative maintenance following the first year after instrument installation.Qualified, trained personnel provide instrument installation. Customers should not attempt to install the instrument themselves. Following installation of a new instrument by trained personnel, training in instrument operation and software features will be provided. If applications assistance is needed after instrument installation and training, it can be scheduled at customer request for a small fee. A variety of Merck Kits or Reagents may be used during applications assistance to highlight simple methods for successful assay performance.
Service Total™ Plans – Complete Peace of Mind
Service Total™ Plans provide an enhanced level of service and support to further maximize your productivity and efficiency. Think of our Service Total™ Plans as a perpetual improvement process that far surpasses a simple maintenance visit.With the Service Total™ Plan you get:
- Peace of mind: Our comprehensive service programs include preventative maintenance visits, expert technical assistance, and any repair costs so you can focus on your work.
- Preferred status: Service Total™ Plan customers get priority scheduling for site visits and repairs, allowing you to get back to your important cellular analyses.
- Minimal downtime: Although our CellStream™ systems are highly robust and reliable, keep your research on track with unlimited, fast repairs when needed. We’ll even ship and install a loaner system for you in the event that a repair infringes on your work.
- Reduce hassle and costs of maintenance: Our Service Plans do not require any additional purchase orders. If your concern cannot be addressed by our technical support team over the phone, simply give us your Service Plan number and we will schedule an immediate visit from a service engineer.
- Application support: The combined expertise of Amnis®, Guava® and Merck enables our technical support team to answer questions beyond hardware and software and help with your challenging cellular analysis questions.
Service Essential™ Plans – Cost-Effective Coverage
Service Essential™ Plans are an excellent and cost-effective way to extend the life of your CellStream™ system. Highly trained field service engineers will perform a thorough, annual preventative maintenance inspection, carefully checking each component. Repairs and replacement of parts are not covered under the Service Essential™ Plan. Please refer to the Service Total™ Plan for all inclusive coverage. You’ll also enjoy unlimited access to our highly acclaimed technical support throughout the year.To find out which Service Plan is right for you, please contact Technical Support.
Instrument Technical Support
In addition to service support, our worldwide technical support team is available by email or telephone. Their combined expertise in our bioscience products enables these specialists to answer questions beyond hardware and software, to help address your challenging cellular analysis needs. If your concern cannot be addressed by our technical support team over the phone, simply give us your Service Plan number and we will schedule an immediate visit from a service engineer or applications specialist.The instrument user guides provides a wealth of information on correct instrument operation and troubleshooting, as well as system maintenance. The detailed guide also provides step-by-step instructions on how to use CellStream™ software, for sample acquisition and analysis.