Hardware Support Contracts Overview

• Support Desk staffed by experienced test engineers.
• Parts Repair/Exchange included in the contract fee.
• Support from 8:00 am to 5:00 pm MST included. 
• 4 Levels of service available.

Hardware Support Contract Benefits

• Parts availability guaranteed.
• Calibration due dates monitored
• Downtime minimized with technical supportand system information on file for service contract customers.
• Reduced administrative tasks—one yearly PO covered for all service events. 
• Parts R/X price and onsite visits locked in—no price increase during the contract. 

Service Contract Options

BASIC

• Parts Repair/Exchange service.
• 24 hour response time for phone or email request in most cases.

BASIC PLUS Same as BASIC- with these services added:

• Annual PM and Calibration visit.  
• Preventative Maintenenance (PM) tasks include:  vacuum fans and computer, check vacuum seal, check the pins, and run diagnostics.

PRO

• Same as BASIC Plus- with these services added:
• Bi-annual PM and Calibration visits, and Remedial Visits.

Partner’s Plan

• Same as PRO Service Contract—with these services added:
• 15% discount on hardware support contact, service and parts not included in contract.
• Customer keeps spares on hand.
• Customer receives training for hardware trouble-shooting and basic maintenance quoted      separately.
• Guaranteed next day on-site service for issues not resolvable by phone.

PLUS Services (can be added to any option)

• On-site Spares Kit.
• 24 and 48 hour on-site response.