Service Contracts
For Alpha Innotech Imaging Units (United States)
Service Contract Descriptions
Silver (Depot)
Offers cost-effective imaging system coverage. Instrument will be serviced at Cell Biosciences' service facility, with labor and repairs fully covered.
Gold (Field)
Provides field service for labs that want to minimize system down time. Includes all the features of Silver service, plus field labor and parts costs.
Platinum (Field)
Designed for labs that want to cover not only instruments, but also users. Includes all the features of Gold Service plus one imaging system training session and one preventative maintenance visit.
| Service Level |
Silver |
Gold |
Platinum |
| Technical Support |
| Telephone, fax or email during normal business hours |
Yes |
Yes |
Yes |
| Hot line telephone support |
Unlimited |
Unlimited |
Unlimited |
| Response time (telephone) |
2 hours |
2 hours |
2 hours |
| Software Updates & Upgrades |
| AlphaView Software service packs |
Yes |
Yes |
Yes |
| Software upgrades |
No |
No |
No |
| Diagnostics & Maintenance |
| Preventative maintenance visit |
No |
No |
Yes |
| Remote site diagnostic (when applicable) |
Yes |
Yes |
Yes |
| Depot Service & Repair |
| Depot repairs |
Yes |
Yes |
Yes |
| Labor costs |
Included |
Included |
Included |
| Parts costs* |
Included |
Included |
Included |
| On-site Service & Repair |
| Labor costs |
20% discount |
Included |
Included |
| Travel costs |
5% discount |
Included |
Included |
| Parts costs* |
5% discount |
Included |
Included |
Training |
| One on-site customer training session per year |
No |
No |
Yes |
|
*Excludes consumable parts.
Support Plan Features
- Software Updates
Provide bug fixes and minor software enhancements, made available by download. Software updates sometimes include new drivers to support the latest hardware.
- Depot Service Repairs
All components of system (excluding computer system and consumable parts) are covered for labor and repair at Cell Biosciences' service facility.
- On-site Service
Depending on the type of contract, all costs for a repair visit may be covered, or you will receive discounted labor, parts and travel rate. All parts that cannot be serviced in the field will be serviced at Cell Biosciences' service facility.
- Remote Site Diagnostics
Imaging systems connected to a network can be remotely accessed by technical support for troubleshooting.
- Preventive Maintenance
Protect your equipment with a scheduled service visit including labor, travel and any consumable items used during the maintenance visit.
- Technical Support
We will ensure telephone response by a technical specialist within two hours of your call to us. Technical support is available during factory working hours.
- On-site Training Session
A training package is developed based on your product and imaging needs. Each course is limited to a maximum of 20 attendees, and will be held at your site. The courses focuses on the operation and maintenance of the product and are selected by the users.
- Software Upgrades
Access to new releases of software for the instrument, including new features and newly supported
operating systems.
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