Support
Get the expert service and support you need — before and after you invest in an SPR system. At Reichert, our experienced team of scientists is here to help you every step of the way. With easy access to our in-depth SPR expertise, you can advance your research faster, and work toward breakthrough discoveries.
Contact Customer Service and Technical Support
Before You Purchase or Lease an SPR System
Feasibility Study
If you’re deciding whether to purchase or lease a Reichert SPR system, we can perform a feasibility study to determine:
- If SPR is the right fit
- The likelihood of success with SPR
- The time it may require to complete the experiment
Contact us to request a feasibility study
After You Purchase or Lease an SPR System
Services
On-Site Installation
Reichert performs on-site installation for new SPR systems.
Training: On-Site or at Reichert Headquarters
Choose from one day of on-site training in your lab, or a session at our facility in Buffalo-Niagara, New York. Sessions at our facility can range from a half-day to three full days, and can include:
- An in-depth experience with the SPR technique
- Practical, hands-on applications
- Lectures that show you how to confidently execute SPR experiments
Contact us to learn more about training
Contract Consulting
We offer a variety of consulting services, both remotely and on-site in your lab. These services include:
- Developing SPR experimental methods
- Running initial samples
- Method development
- Troubleshooting
Contact us to learn more about consulting
Contract Sample Analysis
If you have limited funding, need expertise on initial data, or if you’re capacity constrained, we can analyze samples for you. Here’s how it works:
- You provide samples and proven methods, or we can develop new methods for you
- We run the experiment in our lab
- Our scientists report the findings to you, and provide in-depth analysis
Contact us to learn more about contract sample analysis
GxP Services
Make sure your system is performing to standard, and is maintained in a validated state.
- Instrument Qualification – IQ/OQ/PQ
Includes thorough on-site testing and complete documentation package required to qualify the instrument for meeting all requirements - Re-qualification (RQ)
Annual re-qualification to maintain the system in a validated state and support the ongoing qualification process throughout the lifetime of the instrument - 21CFR Compliance
Assessment and process recommendations
Contact us to learn more about GxP services
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.
Preventative 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 |
Contact us to learn more about support plans
Preventative Maintenance Kits
Perform regular maintenance to keep your instrument running properly.
Learn more about Preventative Maintenance Kits