We provide post-sales customer support for all customers worldwide and for all products.
The Global Service & Support team, based in Europe, Asia and USA, provides post-sales customer support for all customers worldwide and for all products in a proactive, professional, timely and cost-effective manner.
As outlined in our mission statement, the customer comes first. We strive to provide every customer with services and products – whether it be upgrades, service contracts, relocations, training, application support – of uncompromising quality and catered specifically to our customers’ needs.
Our customers buy SCIENION’s products because they are designed and built to the highest standards and our customer support is also designed to meet these high standards. By applying the extensive knowledge and experience we have gained over more than 15 years in ultra-low volume liquid handling and microarray technologies, we aim to provide flexible and transparent solutions which meet our customers’ expectations for quality, speed and budget.
We are committed to offering remote support via telephone and email. To help us provide a high quality and timely service, we use the i-net Helpdesk ticketing software to log all incoming issues via our [email protected] email address. Each issue is given a unique ticket number, under which all following correspondence is logged, allowing our engineers to gain a quick and complete overview of the current status.
Remote support within 6 hours and onsite response time of 5 working days if an onsite visit is required. Preventive Maintenance Inspection every 12 months covering all wear & tear parts, labor and travel expenses. Software upgrades included.
Remote support within 4 hours and onsite response time of 48 hours if an onsite visit is required. Preventive Maintenance Inspection every 12 months covering all wear & tear parts, labor and travel expenses and including up to 2 days application support. Software upgrades included.
Preventive Maintenance Inspection once a year
Our instruments require regular preventive maintenance performed by trained staff to reduce the risk of downtime and increase life expectancy. This is either offered as part of a service contract or charged separately. We recommend that a Preventive Maintenance Inspection (PMI) is carried out at least once a year. During the visit, wear & tear parts such as liquid-handing and wash tubing and fittings are exchanged, axes lubricated and critical parts such as pumps, PU and sensors are tested. Software upgrades for purchased software options are also included.