Metrohm Process Analytics Quality Service We are there for you Metrohm Process Analytics service benefits 02 Metrohm Quality Service encompasses more than just Metrohm Quality Service stands for service that simplifies analyzer service. Metrohm Quality Service is primarily your daily work in a 24/7 process environment, makes it about trust. Trust that someone will be there for you safer, and, above all, more predictable. when you need advice, service or support. Trust that you can rely on the service and maintenance work performed on your analyzers. Trust in the application support offered by experts who take their time to address your requirements. Metrohm Repair Service (page 9) • Original Metrohm Process Analytics spare parts • Local Metrohm offices in more than 50 countries. • On-site repairs • Maximum uptime, maximum process analyzer lifetime • Unique Metrohm guarantee Metrohm maintenance and support (page 8) • Scheduled service and maintenance • Services tailored to your needs • Cost assurance • Documented performance check (depends on local availability) Metrohm Consulting (pages 4) • Support with system selection and/or expansion • Design Qualification • Feasibility studies 03 • Requalification and decommissioning Metrohm Application development (page 5) • More than 2100 Application Notes • Application Advice • Method Development and Optimization • Metrohm Application Guarantee Metrohm Installation Services (page 6) • Installation Record • Certified Installation • Analytical Instrument Qualification Metrohm Training Programs (page 7) • Tailored training content • Training courses in the local language • Instruction by trained and certified specialists 04 Metrohm Consulting – expert advice to make the right decision You make investment decisions that come with a sense You simply provide us with a few typical samples of responsibility. Nobody understands the requirements which we will analyze in our application laboratory with of the desired solution better than you do. Be assured the proposed system. In other words, we offer you an that we listen to your needs before we make any system application guarantee. recommendations. We’re there to help – for the Naturally, our recommendation will not be a default solu-entire lifetime of your process analyzer tion, but rather one that is precisely tailored to your Of course, our support continues with your decision to needs. Our entire organization is focused on solutions. At implement a Metrohm solution. We are available, with all each of our, more than 50, subsidiaries you will find our expertise, to address any issue that may arise over project en gi neers and product and application specialists the course of your Metrohm system lifetime. Issues we to help you find the best possible solution for your proj-address include: ect – in your native language. • Modifications or extension of current methods We keep our promises – guaranteed • Integration of new system components Consulting has a very precise meaning to us: we sit • Transfer of a system and requalification down together, you tell us about your application, and at a different location based on your specifications, we recommend the system • Decommissioning obsolete systems in solution best-suited for your requirements. conformity with applicable regulations Upon request, we can also provide you with proof that Whatever the challenge, we’ll offer you a safe and the proposed system meets your requirements. efficient solution. 05 Application Support – take advantage of our experts’ know-how Decades of experience have given Metrohm Process requirements. We can also offer you web-based Remote Analytics unique applications experience. We’re ready to Support anytime, directly at your workplace. share this know ledge with you – through application lit-erature, support from our application chemists, or even Custom development of methods the development of complete methods. Constant pressure to increase efficiency has turned me thod development into a continuous process. Here, Our global presence gives you competent support from also, you can count on competent support from our application chemists and technicians in your native lan-experts. guage in any country in the world. All of our subsidiaries and representatives have their own application laborato-For new applications, we are happy to develop a basic ries and workshops equipped with our state-of-the-art method for you and to make sure that the method works technology. on your analyzers. In our application laboratories, we can also test whether the method may be further optimized Online access to thousands through the use of additional components. of Metrohm Application Notes Most applications conducted with Metrohm analysis At your request, we can also handle the complete systems have already been documented in numerous development and optimization of a method. In most Metrohm Application Notes. We offer you unlimited cases we can even promise guaranteed success – for access to this rich collection of knowledge, gathered example regarding the transfer of your existing ion over decades. chromatography method to your Metrohm Process IC. Telephone and Remote Support Of course you can also receive support by phone; one of our specialists will contact you to discuss your application 06 Installation – correct measurements right from the start Proper installation and commissioning of a new process The Certified Installation is concluded with a Functional analyzer is critical for ensuring the quality of analytical Test. In accordance with detailed instructions, the Func-re sults. Only when installation and commissioning are tional Test involves the performance of measurements pro fessionally done in accordance with the manufactur-with the newly installed system and an evaluation of er’s specifications by trained personnel can you be sure the re sults based on a comparison with pre-determined that the system will perform properly from day one. re quire ments. The documentation required in connection with installa-Analytical Instrument Qualification (AIQ) tion and commissioning can be highly detailed or very Metrohm’s Analytical Instrument Qualification meets all general, depending on the environment you work in. requirements mandated by many regulators. AIQ is more Taking these requirements into account, Metrohm com monly known as «IQ/OQ». Process Analytics can offer you a custom solution. In the regulated environment of the pharmaceutical and Installation Record food in dustries, commissioning and use of analytical Offered as a basic service included in every installation, process analyzers in accordance with applicable regula-the installation is documented and inspected using a tions is mandatory. However, meeting these require-predefined checklist. Furthermore, the newly installed ments syste ma tically can be challenging. system is tested for error-free operation. Metrohm can assist you with this process. We have Certified Installation de ve loped a modular system for the installation and This installation option is geared toward customers who, qualifi cation of your Metrohm process analyzers in strict although they work in a regulated environment, are not accordance with the current regulations and can provide required to meet the strict requirements of the pharma-do cu men tation as required. ceutical or food industry. This type of installation is more comprehensive and every detail is documented. 07 Training – we take you on a continuous journey Employees trained to a high standard of excellence are cation gives you the peace of mind that, wherever you the key to any company’s success. Continuous advanced are located in the world, you can depend on the same training ensures that your employees can make the most high-quality training. of the analytical technology in your process environment for the maximum benefit of your company. Advanced training at Metrohm Process Analytics Rotterdam, NL. Metrohm Process Analytics does not only provides the The Metrohm Process Analytics training center is a state-most modern analysis systems but also offers practical of-the-art training facility at our headquarters in training along with them – always tailored to the needs Rotterdam, Netherlands. Hands-on training is given in of your employees. Classes take place on the premises of our training laboratories, while the theories are taught in our subsidiaries and representatives in the native lan-our dedicated seminar room. guage of the respective country. On-site training is also provided on request. Standards to rely on Over the past few years, we’ve invested heavily in estab-lishing an infrastructure that is dedicated to train the users of our process analyzers. Each and every instructor who shares their knowledge in the name of Metrohm Process Analytics undergoes an intensive internal training program, in accordance with our strict requirements. Comprehensive tests and certifi- 08 Maintenance and Support – prevent problems before they arise Maintenance pays off Metrohm Care agreement – Service à la carte Regularly maintained analyzers experience less downtime, In addition to our basic preventive maintenance based provide more precise results and generally perform better. on pre-defined standards, you can choose between a A regularly maintained analyzer will have a longer lifespan variety of care agreements. The range of services are than one that does not receive the same level of care. custo mized according to your specific needs, giving you an ideal cost-benefit ratio. Our certified Service Engineers provide fast, efficient and guaranteed maintenance of your analyzers. You’ll benefit Depending on the model you prefer, your agreement from maximum uptime, resulting in in creased profitability. may include calibration or performance certificates, repairs, and original spare parts in addition to a regular Custom service maintenance schedule. Your benefit: customized mainte-Our maintenance and service are tailored to your needs, nance and service at predictable costs, as well as the not the other way around. You can choose exactly what assurance that your requirements are our top priority. you need – and when you need it. Guaranteed response time Guaranteed Original spare response time parts included Priority Repair All-inclusive response protection repair protection Fully certified Preventive Preventive preventive maintenance maintenance maintenance STANDARD CARE EXTENDED CARE TOTAL CARE 09 Repair Service – fast help whenever and wherever you need us Fast repair – worldwide Original Metrohm Process Analytics spare parts Regular maintenance prevents unpleasant surprises. We never compromise on quality. Keeping true to our Never theless, even the best analytical systems can fail. philosophy, we only use original spare parts. You can Should this ever occur, you can count on our global ser-always be sure that your device will continue to meet all vice organization. of the required specifications – even after a repair. More than 50 countries and exclusive distributors have Trust in longevity their own repair center, staffed by qualified service The Metrohm name stands for longevity of analyzers. professionals. This does not only guarantee that your We attest to this longevity by offering an additional war-Metrohm system will be back up and running quickly, but ranty that you would be hard-pressed to find anywhere also ensures the sustained success of the repair. else. We guarantee availability of original spare parts for your Metrohm device for ten years after the respective On-site repair, on the first visit analyzer series has been discontinued. Downtime negatively impacts the efficiency of your process and affects profitability. That’s why we strive to fix Enjoy absolute return on investment in regard to our any issue with your analyzer on-site during the first visit. software platform as well. In addition to backwards com-Every Metrohm agency or distributor has their own ware-patibility from release to release, and free patches for house with many spare parts in stock. minor releases, we provide comprehensive user support – for minimum five years after the respective software Because of this, emergency services and express repairs version has been discontinued. can be performed reliably and within a very short time; you’ll benefit from minimum downtime and maximum return on your investment. 10 Local offices worldwide – the Metrohm Service organization Metrohm Quality Service is available worldwide A high standard for us – and a promise to you Metrohm Process Analytics is present in more than 50 The high standards we maintain are also a promise to countries. Every subsidiary has its own service organiza-you: Regardless of when or where in the world you rely tion, spare parts warehouses and trained Service on our services, these services are performed to the same Engineers. Distributors are either equipped with the same exacting standards. The core elements of our global ser-infrastructure or re ceive service and repair support from vice promise are: our regional support centers (RSC) or directly at our headquarters in the Netherlands. • Clearly defined system maintenance • Implementation with specially developed Wherever you need us, we’re there to help. diagnostic instruments • Uniform maintenance agreement with clearly defined services tailored to customers’ needs • Training and courses with customized user-specific content • Uniform documentation of all services executed 11 For your security: Only candidates who successfully complete this demand-Service Engineers with certification ing training receive the Metrohm Service Pass authorizing Every Metrohm Service Engineer has to pass a clearly de - them to perform maintenance and repairs as a Certified fined training program. In addition to practical training in Engineer on behalf of Metrohm. With this peace of mind their home country, they go through a mandatory train-you know that your Metrohm Service Engineer has the ing course at our headquarters in Rotterdam. spe cialized knowledge necessary to perform maintenance and repairs to industry-specific standards or highly Along with the theoretical knowledge, the participants regula ted environments. learn all the necessary practical skills for the maintenance and repair of Metrohm process analyzers, as well as the In order to ensure the sustained quality of Metrohm use of modern, certified testing equipment and special maintenance and repair services, we require our service tools. specialists to undergo advanced training every other year. You can be confident that your Metrohm Service Engineer is always up-to-date on the latest technology and know-how. www.metrohm.com G ohm A Subject to change Layout by Merkelijkheid, printed by Metr 8.000.5315EN – 2019-08