Find the services coverage that fits your analytical needs
When you buy a new car, you know it’s an investment you can trust for years. But that doesn’t mean you can forget about maintenance. When you take good care of any machine, you extend the amount of time you can rely on it to function at its best. The same goes for any analytical technology and Malvern Panalytical instrument: it’s an investment you can count on to give you accurate and reliable data. So how can you best take care of it?
Malvern Panalytical offers a range of support services to help you get the best results for years to come and also granting peace of mind should any issue arise. Our flexible service agreements combine important technical support elements and can be tailored to your exact needs, ranging from our proactive Smart Manager Service Agreement and our 1-Star Maintenance Plus agreement up to our 4-Star ‘all-inclusive’ option.
NEW: Our service agreements are now harmonized across our full product portfolio and developed based on the experiences and voices of you, our customers. That’s why our new service agreements are designed for greater flexibility, with more support services to choose from, and easier management across our products and different sites around the world!
(Note: If you already have a service agreement, all will stay the same for now, your service contact will discuss all options with you when it’s time to renew.)
Our support philosophy
Our service agreements are founded on the principle of preventative maintenance – avoiding problems before they occur. That’s because when an issue arises, it incurs more costs and longer downtimes than regular, preventative maintenance. Such issues can cause analytical instruments to affect some of its precision, for instance. Especially when an instrument plays a crucial role in a laboratory’s workflow or a factory’s process line, instrument downtime can mean workflows are interrupted, and process control can no longer be performed optimally.
Here are the benefits:
• Maximized uptime
• Fast response times and repairs
• Global, local, and remote expert support
• Ensured reliability and accurate data
• Simplified admin and budget control
So, what are the options?
1-Star: Maintenance Plus
This is our starter service to help maximize the lifetime and performance of your instruments. Our first level of support services includes phone, e-mail, and remote support, discounts on parts and repairs, and planned preventative maintenance. With the 1-Star service agreement you can start relying on experienced technical support.
2-Star: Maintenance Plus Repair
Guaranteed fast response times are especially important when instrument downtime can interrupt your workflow. With the 2-Star service, you benefit from preventative maintenance, discounts on repairs and parts, even faster phone, e-mail, and remote support response times, and an on-site repair visit if the unfortunate happens.
3-Star: Full Service Plus
For instruments that see high usage, uptime and availability are essential. A 3-Star service agreement is particularly beneficial in these cases. This agreement includes preventative maintenance, priority phone, e-mail, and remote support, higher discounts on repairs and parts, and unlimited on-site repair visits. This allows our team to support you in a variety of ways. For instance, helping you maintain your complex setup, improving instrument integration into your high-throughput environment, or supporting you with budget and resource management.
4-Star: Full Service Plus Parts
In a breakdown scenario, you don’t want to wait for support or deal with emergency purchase orders. So, when the uptime, availability, and reliability of your instruments is business-critical, this is the service agreement for your needs. With all the benefits of the 3-Star service agreement, plus pre-agreed premium support response times and spare parts included, it provides the highest level of maintenance while minimizing admin time and costs.
Smart Manager: Proactive support
Currently available to Mastersizer and Zetium users, Smart Manager provides the ultimate peace of mind in terms of analytical instrument maintenance. With a Smart Manager Service Agreement, an instrument specialist from our global support center will monitor your instrument health and performance, alerting and guiding you through any anomaly. In some cases, they can even detect potential issues before they become a problem – and guide operators through maintenance, without getting in the way of your workflow. In addition, you can access helpful status and utilization insights through the Smart Manager portal.
Find out more with our Services Guide
If you’d like to find the perfect service agreement for your needs and also want to learn, identify and look holistically at your services needs, contact our experts and we’ll take you through a few questions that easily configures a service bundle exactly tailored to your needs, environment, and industry.
Take me through the Malvern Panalytical Services Guide
Learn more about Malvern Panalytical Service Agreement Options
Learn more about Malvern Panalytical Smart Manager for Mastersizer and Zetium