During the warranty period, your system is fully covered for corrective maintenance, parts and on-site labor. To ensure your continued satisfaction with your Malvern Panalytical system we offer a choice of service agreements that maximize the performance of your system throughout its lifetime.
Protect your investment and you could be enjoying these benefits
- Priority response time
- Avoid billables like labor charges for corrective maintenance
- No pre-agreement inspection (which may be applicable for systems coming onto a service agreement after a 60 day no coverage period)
- Discounted labor rates
- On-site preventive maintenance & safety checks
Request a quote
Range of service agreements
The table documents items which are included as part of the respective agreements, and the level of response time you can expect.
Types of coverage | Comprehensive service agreement (Corrective and Preventive maintenance: A + B coverage) | Preventive maintenance (PM) service agreement (B coverage only) | No agreement |
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Priority 1 | Priority 2 | Priority 3 |
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A) Corrective maintenance |
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Priority 1 response time: - Phone support from qualified engineer within 4 hours
- Priority queuing of qualified engineer for on-site support regardless of location
| ✔ | | |
Technical phone support (8hrs /5days per wk) | ✔ | Free for first 15mins |
|
Service parts * | ✔ | | |
Labour for corrective maintenance | ✔ | | |
Discounts for on-site travel | ✔ | ✔ | |
B) Preventive maintenance |
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Labor for preventive maintenance | ✔ | ✔ | |
PM kit | ✔ | ✔ | |
On-site checks | ✔ | ✔ | |
Safety / radiation checks | ✔ | ✔ | |
Optional add-ons
Optional add-ons are available upon request:
- Online performance checks 4 x per year
- Technical phone support: 12hrs /7days per wk *
- Technical phone support 24hrs/7days per wk *
- Talk to us about a 1, 2 or 3-year service agreement
* Applicable to comprehensive service agreements only
Terms & Conditions
Benefits of getting a service agreement
- Comprehensive agreement benefits (priority 1 response time)
For comprehensive agreements, labor and parts are included
- Preventative Maintenance service agreement benefits (priority 2 response time)
For preventative maintenance (PM) service agreements in the event of any corrective maintenance required, PM agreement holders enjoy discounted labor and travel time
Number of Preventative Maintenance Checks Annually
- XRD systems
Cubix systems have 2 preventative maintenance checks annually
Empyrean, Aeris, X’Pert3 MRD, X’Pert3 MPD systems have 1 preventative maintenance check annually
- XRF systems
WDXRF have 2 preventative maintenance checks annually
- Benchtop XRF
Epsilon 1, Epsilon 3, Epsilon 4 range systems have 1 preventative maintenance check annually
Sample Preparation
- TheOx, TheOx Adv, LeNeo, LeDoser – B Coverage Only.
- Number of preventive maintenance checks carried out depends on instrument usage. Either quarterly or six monthly.
Non-Supported Parts
- XRD instrument
Collimators, fixed slits, sealed detectors, scintillation detectors, HT cables, monochromators, x-ray tubes, sample holders, sample loaders, sample magazines, software, chiller systems, computer systems, peripherals and their consumables. Various high, low temperature and reaction chamber attachments.
Exceptions: Aeris includes x-ray tubes for comprehensive agreement holders
- XRF instrument
Crystals, collimators, flow-counter wire and windows, sealed detectors, scintillation detectors, HT cables, x-ray tubes, sample holders, software, chiller systems, gas sealed detectors, monochromators, motor alternators, sample magazines, HTK temperature attachments, computer systems, peripherals and their consumables.
Exceptions: Epsilon 3 and Epsilon 4 includes x-ray tubes for comprehensive agreement holders
Phone Support
- Comprehensive service agreement
Phone support excludes public holidays unless the agreement is upgraded to 12/7 or 24/7 phone support
- Performance Checks
Performance checks using TeamViewer can be carried out for SuperQ software versions 5.3 and higher