Service and support
Welcome to the Biotage service and support hub
Minimize downtime, maximize performance
When your equipment isn’t performing at its best, productivity suffers. A Biotage service agreement helps minimize downtime, reduce costs, and keep your systems running smoothly.
Benefits of our service agreements
Value
The cost of a service agreement can be significantly less than that of a single repair.
Control
A fixed annual maintenance cost with no surprises.
Faster responce
Contact 1-Point Support for prioritized service or repair.
No hassle
Additional purchase order requests and approvals are eliminated.
Service agreements
Biotage offers a variety of service agreements to choose from, with the option to customize service for multiple instruments. Systems covered by our premium service, the Priority Service Agreement, are repaired on average twice as fast as units scheduled for on-demand service.
In case of breakdown or repair, you will receive a 3-day preferential target response time. This plan includes free labor, travel, and service parts, as well as an annual preventative maintenance (PM) visit. Consumables are not included.
100% coverage
Labor and travel
Parts included
Yes
Terms
1 year
Targeted repair responce time
3 business days
PM
Yes
PM kit
Yes
Function testing
Yes
Software support
Yes
Compliance/Qualification (IQOQ)
Available for selected systems.
In case of breakdown or repair, you will receive a 5-day preferential target response time. Includes labor and travel. Service parts and consumables are not included.
100% coverage
Labor and travel
Parts included
No
Terms
1 year
Targeted repair responce time
5 business days
PM
No
PM kit
No
Function testing
Yes
Software support
Yes
Compliance/Qualification (IQOQ)
No
In case of breakdown or repair, you will receive a 5-day preferential target response time. Includes labor and travel as well as an annual preventive maintenance (PM) visit. Service parts and consumables are not included.
100% coverage
Labor and travel
Parts included
No
Terms
1 year
Targeted repair responce time
5 business days
PM
Yes
PM kit
Yes
Function testing
Yes
Software support
Yes
Compliance/Qualification (IQOQ)
No
In case of breakdown or repair, the system will be returned to a Biotage repair depot for service.
100% coverage
Return shipping and labor
Parts included
Yes
Terms
1 year
Targeted repair responce time
5 business days
PM
No
PM kit
No
Function testing
Yes
Software support
Yes
Compliance/Qualification (IQOQ)
No
System specific maintenance will be carried out to verify that system performance complies with Biotage standards
100% coverage
One annual visit, labor and travel
Parts included
No
Terms
1 year
Targeted repair responce time
10 business days
PM
Yes
PM kit
Yes
Function testing
Yes
Software support
Yes
Compliance/Qualification (IQOQ)
No
System warranty is defined in the Biotage Terms and Conditions of Sale (T&C’s).
100% coverage
Labor and travel
Parts included
Yes
Terms
1 year
Targeted repair responce time
5 business days
PM
No
PM kit
No
Function testing
Yes
Software support
Yes
Compliance/Qualification (IQOQ)
No
Installation services
Biotage installation services comes a variety of different options to fit all needs. We offer combinations and bundle products, please contact your Biotage representative for more information.
A trained Biotage service engineer will perform a full installation, system testing with documentation and post preventive maintenance.
100% coverage
Labor and travel
Parts included
Yes
Terms
1 year
Repair responce time
3 business days
PM
Yes
PM kit
Yes
Function testing
Yes
Software support
Yes
Compliance/Qualification (IQOQ)
Available for selected systems
With the installation package these are the conditions that apply in accordance with the warranty period.
100% coverage
Labor and travel
Parts included
Yes
Terms
1 year
Repair responce time
Unspecified
PM
No
PM kit
No
Function testing
Yes
Software support
Yes
Compliance/Qualification (IQOQ)
Available for selected systems
We offer qualification services to a selected range of products. Contact your local Biotage office and representative to find out more.
Qualification Components
IQ – Installation Qualification
A certified Biotage service engineer will carry out and perform the installation and documentation required and defined in the IQ documentation.
OQ – Operational Qualification
A certified Biotage service engineer will carry out and perform the qualification and documentation required and defined in the OQ documentation.
RQ – Repair Qualification
A certified Biotage service engineer will carry out and perform a repair qualification after an onsite repair. The repair qualification is
parts-specific and does not include a complete OQ.
Q-Products
FYMP-Q – Qualification FYMP includes the standard FYMP with an annual Operational Qualification (OQ) in connection with the annual PM visit and Repair Qualification
(RQ) in connection with a repair visit.
SAP-Q – Qualification Priority Service Agreement Includes the standard Priority Service Agreement with an annual Operational Qualification (OQ) in connection with the annual PM visit and Repair Qualification (RQ) in connection with a repair visit.
Plan comparison
Biotage offers a wide range of service plans and agreements, giving you the flexibility to choose what best fits your needs. The tables below outlines the options available both at purchase and afterward.
If you don’t see the right fit, our contract specialists can help with customized packages or region-specific options. Get in touch - we’re here to help.
|
Priority |
Limited |
PM |
Factory* |
|
|
PM |
x |
x |
x |
|
|
PM Kit |
x |
x |
x |
|
|
Travel |
x |
x |
||
|
Labor |
x |
x |
||
|
Parts |
x |
|||
|
Responce time (days) |
3 |
5 |
10 |
5 |
|
On-site service |
x |
x |
||
|
Mail-in service |
x |
*only applicable for selected instruments
|
Priority |
Limited |
Extended warranty |
Factory* |
|
|
PM |
x |
|
|
|
|
PM Kit |
x |
|
|
|
|
Travel |
x |
x |
x | |
|
Labor |
x |
x |
x | |
|
Parts |
x |
x | ||
|
Responce time (days) |
3 |
5 |
5 |
5 |
|
On-site service |
x |
x |
x | |
|
Mail-in service |
x |
*only applicable for selected instruments
|
First year maintenance plan |
Installation |
IQOQ |
|
|
PM visit |
x |
|
|
|
Installation |
x |
x |
|
|
Familiarization |
x |
x |
|
|
Parts |
x |
x |
|
|
Travel |
x |
x | |
|
Labor |
x |
x |
|
|
Responce time (days) |
3 |
Unspecified |
|
|
*Qualification |
x |
**only applicable for selected instruments