Predictable budgeting with comprehensive coverage options.
Platinum Service Contract
Response Time: 4-hour maximum (metro areas)
Parts Coverage: 100% parts and labor (excluding consumables)
Support Availability: 24/7/365 emergency support
Maintenance Schedule: Quarterly preventive maintenance visits
Additional Benefits:
- Priority phone routing with dedicated support line
- Annual comprehensive performance review
- Loaner equipment guarantee during extended repairs
- Dedicated account manager
- Regulatory audit support included
- Data backup and recovery services
- Software updates and upgrades included
Monthly Cost: Starting from R 8,500 per month (instrument dependent)
Ideal For: Critical production environments, regulated laboratories, instruments with high utilization
Gold Service Contract
Response Time: 8-hour maximum (metro areas)
Parts Coverage: 90% parts and labor
Support Availability: Business hours + emergency after-hours
Maintenance Schedule: Semi-annual preventive maintenance visits
Additional Benefits:
- Standard phone support with technical specialists
- Bi-annual performance review
- Software updates included
- Remote monitoring and diagnostics
- Consumable usage reporting
Monthly Cost: Starting from R 5,000 per month (instrument dependent)
Ideal For: Research laboratories, quality control departments, medium-utilization instruments
Silver Service Contract
Response Time: Next business day
Parts Coverage: 70% parts and labor
Support Availability: Business hours support
Maintenance Schedule: Annual preventive maintenance visit
Additional Benefits:
- Email and portal support
- Annual performance review
- Basic remote diagnostics
- Software patches and security updates
Monthly Cost: Starting from R 3,000 per month (instrument dependent)
Ideal For: Teaching laboratories, occasional-use instruments, backup systems
Custom Contract Development
Tailor your service contract with optional add-ons and modifications:
- Extended hours coverage (+15% to base cost)
- Loaner equipment guarantee (+20% to base cost)
- Dedicated account manager (+10% to base cost)
- Data backup and recovery services (+5% to base cost)
- Regulatory audit support (+25% to base cost)
- Additional training sessions (priced per session)
- Extended warranty periods (custom pricing)
- Performance-based contracts with uptime guarantees
Emergency Support Hotline: 1300 CHEM HELP
Available 24 hours, 7 days a week for critical instrument downtime. Our emergency hotline provides immediate access to senior technical specialists who can guide you through initial troubleshooting and dispatch field engineers if needed.
Remote Support & Diagnostics
- Secure, encrypted remote connections for rapid diagnosis:
- Real-time instrument data monitoring and analysis
- Software configuration and troubleshooting
- Method review and optimization guidance
- Data interpretation and reporting assistance
- Preventive health checks and performance audits
- Software updates and patch management
Multi-instrument Discounts
Save significantly when covering multiple instruments:
- 2-4 instruments: 10% discount on total contract value
- 5-9 instruments: 15% discount on total contract value
- 10+ instruments: 20% discount + site license option available
- Full laboratory coverage: Custom enterprise agreement with volume-based pricing
- Multi-year contracts: Additional 5-15% discount for 2-3 year commitments
Contract Flexibility:
- Monthly, quarterly, or annual payment options
- Pro-rata adjustments for mid-year additions
- Transferable contracts for instrument upgrades
- Cancellation terms with 90-day notice period
- Performance review and adjustment clauses
- Escalation procedures for service issues
Value Proposition:
Our service contracts typically deliver 3-5 times return on investment through:
- Reduced unplanned downtime (average 85% reduction)
- Extended instrument lifespan (40-60% longer operational life)
- Consistent data quality and regulatory compliance
- Predictable budgeting with no surprise repair costs
- Priority access to technical expertise and spare parts
- Preventive maintenance that identifies issues before they cause failures
Request a Free Consultation
Whether you require equipment, technical support, or strategic scientific consultancy, our team is ready to assist.