Support Plans
All Reichert customers receive software updates, telephone support and “Quick Call” applications support at no cost.
In addition, you can choose from three support plans to maximize your uptime and keep your research on track.Preventive Maintenance Plan
- Annual preventative maintenance
Full Service Plan – Factory Service
- Remote support
- Repair labor included
Preventative maintenance performed at Reichert - Genuine Reichert parts
- Guaranteed fast turnaround for any repairs performed at Reichert
Full Service Plan –On-Site
- Preventative maintenance performed at your location
- Repair labor included
- Genuine Reichert parts
- Fast turnaround
| Preventative Maintenance | Full Factory Service | Full On-Site Service | Description and fine print | |
|---|---|---|---|---|
| Factory Certified Service Personnel | ✔ | ✔ | ✔ | All personnel servicing Reichert SPR are trained and certified by the team that designs band builds the instruments |
| Annual Preventative Maintenance | ✔ | ✔ | ✔ | Autosampler and syringe pump wear items are replaced as well as the system tubing. |
| "Quick Call" Applications Support | ✔ | ✔ | ✔ | Access to our scientists for quick questions regarding the software instrument and experiment design. Response within 48 hours. Typical interaction (phone or e-mail) is < 1/2 hour. Up to 6 calls per year. Professional services are available for customers requiring in depth training or method development. |
| Software Updates | ✔ | ✔ | ✔ | Software updates including bug fixes and minor changes to keep your system running at peak performances are included. |
| Phone Support | ✔ | ✔ | ✔ | Service reps are available M-F 8-5PM EST. |
| Remote Support | ✔ | ✔ | If enabled, remote log-in sessions are utilized to troubleshoot issues. | |
| Repair Labor | ✔ | ✔ | Includes repair of failures - parts and labor included. Excludes abuse, misuse. | |
| @ Reichert | ✔ | n/a | Repair at the factory - 1 week turn around (including shipping). | |
| Loaner Unit | Option | n/a | Loaner unit shipped overnight the day a call is placed. (Note: Only the module that has failed is shipped.) | |
| On-Site Repair - Standard | ✔ | Standard lead time for on-site repair will be 3 weeks. One = one on-site visit. After that visit, option to ship back to Reichert or pay for a additional visit. | ||
| On-Site Repair - Expedited | Option | Expedited = on-site within one week |
Preventative Maintenance Kits
Perform regular maintenance to keep your instrument running properly.Learn more about Preventative Maintenance Kits.