Field Service
BioTek’s Field Service program is available throughout the U.S. for responsive onsite service. For availability in your country, contact your Local Service Center.
Our Microplate Specialists are technical experts who focus solely on BioTek equipment. We offer a variety of field services to meet your needs, including:
Warranty Coverage:
BioTek's standard warranty includes return to depot repair. Alternatively, you can upgrade your standard warranty to an on-site field warranty by purchasing a Field Warranty Support Agreement with your instrument. The field warranty upgrade provides on-site service instead of depot service through the warranty period. Among other benefits, this option eliminates the need to package and ship the instrument to the factory for service.
Installation Qualification:
Installation Qualification (IQ) establishes that the instrument is delivered as designed and specified, and properly installed in the selected environment. BioTek's IQ procedure confirms the set-up of the device including computer and printer communication. We test to ensure that the software and hardware are installed properly and that electrical and fluidic connections are correct. The process is fully documented, data is reviewed, and a documentation package is provided to assist with regulatory needs. A combined IQ & T (Training) package is also available.
Operational Qualification:
The Operational Qualification (OQ) process demonstrates that an instrument functions to its operational specification in the selected environment. BioTek's OQ procedure confirms that the device meets all of its relevant published specifications in the environment in which it will be used. The process is fully documented. Data is reviewed, and a documentation package is provided to assist with regulatory needs.
Training:
BioTek's Microplate Specialists train users on proper product operation and user maintenance. We can train a single operator or the entire staff at your facility. Various levels of training are available to meet your needs.
Planned Maintenance:
Planned Maintenance (PM) ensures each product meets factory performance specifications. Any necessary product updates will be performed, including updating the assay and base codes. A certificate provides evidence traceability to appropriate standards and complies with the ANSI/NCSL requirements for calibration laboratories, Z540-1, ISO 9001 and ISO 13485.
Repair Services:
We encourage our customers to consider service agreements whenever possible. However, if you prefer not to have one, on-site per call repair services are available. There are fees associated with travel, hourly on-site labor and the cost of replacement parts if your instrument is not covered under an existing warranty or service agreement.
Contact the Global Technical Support Center for details and pricing on any of the above field services.
Field Service Agreements
A BioTek U.S. Field Service Agreement extends your standard instrument warranty. We offer agreements with or without Planned Maintenance visits. Both include parts and labor and are designed to ensure optimal performance throughout the agreement period.
Contact us today to request a Service Agreement Quote.
