Metrohm Care Contracts Protect your investment the smart way Metrohm Care Contracts – service, certainty and so much more 02 No matter whether you work for a private company or A Metrohm Care Contract is your operational insurance for a public institution, as a laboratory manager you are card: safeguarding your instrument from failure and required to use your resources as efficiently as possible. giving you peace of mind – from day one and for as long Failing equipment is a risk you simply cannot afford. as you have it. √ Cost certainty With a Metrohm Care Contract costs for maintenance and servicing are fixed and, more importantly, known to you – so you can keep in line with your budget. √ Reliable measurement results A Metrohm Care Contract means instruments are installed, calibrated and adjusted by trained and authorized Metrohm service professionals to ensure their operational efficiency. √ Less risk of failure Instruments that are serviced regularly fail less frequently and have a longer lifetime than instruments that do not get this care. √ Fast repairs With a Metrohm Care Contract professional help is just a phone call away. Repairs are always performed by trained and authorized Metrohm service professionals at the first visit. √ Original Metrohm spare parts Original Metrohm spare parts, made in Switzerland, provide the best fit for your Metrohm instrument and en sure its long lifetime. √ Free and/or discounted spare parts and consumables With a Metrohm Care Contract you benefit from discounts on spare parts and consumables − or even com pletely free spare parts, as specified in your Contract. √ Maintain the value of your investment Regular maintenance increases the service life of your instruments, so you retain the value of your investment. Metrohm Care Contracts – service tailored to your needs The services offered by Metrohm are geared to your Preventive maintenance 03 requirements. You can choose from a clearly defined • is carried out at contractually agreed intervals range of three Metrohm Care Contracts, which build on • comprises an electrical and mechanical inspection each other in terms of scope and provision: as well as a complete diagnostic check • covers hardware and software (including firmware • Standard Care upgrades and software patches) • Extended Care • is carried out with certified test equipment • Total Care • includes calibration and adjustment of the instrument Preventive maintenance for a long service life • is documented in a service report and a certificate Regular maintenance is key to long-lasting, trouble-free operation of your analytical instruments and accurate measurement results. That is why all Metrohm Care Contracts include at least one preventive maintenance check every year. This is carried out by a trained and authorized Metrohm service specialist. He/she knows the hard- and software of your analyzer by heart and can advise you on best practices to get the most out of your Metrohm system. Guaranteed response time Original spare parts included All-inclusive Guaranteed repair protection response time Priority response Repair protection Fully certified preventive Preventive Preventive maintenance maintenance maintenance Standard Care Extended Care Total Care 04 Metrohm Care Contracts at a glance Standard Care Extended Care Total Care On-site preventive maintenance • • • • • • Certifi cation Calibration certifi cate Reduced hourly rates 2 repairs a year Unlimited On-site repair for contract customers free of charge and free of charge All spare parts free of Spare parts and Discount on Discount on charge and discount consumables* consumables all materials on consumables Response time** Support by telephone, Within 1 working day Within 1 working day Within 4 h e-mail, Internet Service technician on-site Priority Normally in 48 h In no more than 48 h * Refers to parts and materials acquired during an on-site visit. ** Monday-Friday, during normal working hours; not on weekends and on public holidays. Call us – we are there for you Your Metrohm Care Contract − Holding a Metrohm Care Contract ensures our ability to 05 the best insurance for a long operating life prioritize your service needs between maintenance visits. You can enter into a Metrohm Care Contract at any time With just a phone call expert assistance will be on its and then benefit from the many advantages it offers. The way. You can count on us responding within the agreed best time is, of course, the moment you decide to response times. The benefits to you are clear: minimum purchase a Metrohm instrument. Right from the start you downtime and long-term system reliability. Even if you do will enjoy peace of mind that your Metrohm system is not need us on-site, you can obtain help from a trained under the best care possible − and you can concentrate specialist by phone. fully on your work in the laboratory. Standard Care – good service can be affordable! Your Standard Care contract includes an annual pre-prices and a discount on consumables. 06 ventive maintenance as well as repair service at reduced Preventive maintenance: Included Optional1 Annual service carried out at your premises by a • Metrohm trained and authorized service specialist2 Function-related cleaning and lubrication • Replacement of wearing parts • Certified checking and, if necessary, adjustment of the various system components according to the • manufacturer’s instructions Firmware upgrades • Software patches and service releases • Calibration certificates3 • System test • Software upgrades • Documentation according to Good Laboratory Practice requirements4 • Extended warranty • Requalification according to Good Laboratory Practice • requirements 1 Availability dependent on country. Please contact your local Metrohm representative. 2 Depending on the type of application and the intensity of use in your laboratory, more than one maintenance visit per year may be necessary; your service specialist can advise you on this. 3 For Standard and Extended Care 4 Test plan, documentation and calibration certificates for all test equipment, service specialist’s certificate plus schedule coor dination and provision of documentation before the due date. Additional features of Standard Care Your benefits On-site repair carried out by a Metrohm trained and Cost certainty and authorized service specialist at reduced prices cost savings in the event of repair Discount on consumables Cost saving Priority on-site assistance in an emergency and remote Quick response times and rapid problem-solving support within one working day by telephone, e-mail ensures minimal downtime and/or Internet Extended Care – the «need more – get more» service package Extended Care is a better match if your analytical instru-With two free repair visits it more appropriately addresses 07 ments are subject to especially demanding use, e.g. these special conditions to better reduce any risk of continuous operation over multiple shifts. system failure. Enjoy all features of Standard Care plus the Your benefits following features of Extended Care Two free repair visits a year by a Metrohm trained Your repair risk is covered and authorized service specialist Discount on spare parts as well as on consumables Cost saving On-site assistance in an emergency usually within 48 h Quick response time and rapid problem-solving ensures and remote support within one working day minimal downtime by telephone, e-mail and/or Internet Maximum peace of mind for an all-inclusive Total Care – price! your peace of mind insurance card Metrohm Total Care means all-round peace of mind and service technician will be at your door within 48 hours. services at the highest level. After each maintenance visit Your inquiries − either by phone or by e-mail − will be by a Metrohm service specialist you will receive a detailed dealt with within 4 hours. All spare parts, which the ser-calibration certificate documenting the specifications and vice specialist typically carries with him/her, are free of measured values. Should repairs ever be needed, a charge. Enjoy all features of Extended Care Your benefits plus the following features of Total Care Ideal preparation for audits due to detailed docu-Calibration certificate mentation of specifications and measured values Unlimited free repair visits, by a Metrohm trained and Your repair risk is covered 100 % authorized service specialist 100% cost certainty All spare parts provided and replaced free of charge 100% cost certainty Discount on consumables Cost saving On-site assistance in an emergency in no more than Ultimate reliability of your operations due to on-site 48 h and remote support within 4 h by telephone, problem solving delivered at maximum speed e-mail and Internet www.metrohm.com G, CH-9101 Herisau ohm A witzerland by Metr , printed in S SW Subject to change Layout by Ecknauer+Schoch A 8.000.5047EN – 2010-09