Enjoy true peace of mind with our expert support!
Your Malvern Panalytical instrument is designed to last. You’ve chosen a Malvern Panalytical instrument – which means you've opted for one of the most robust and reliable analytical instruments to deliver the insights you need to make the invisible visible.
So, to keep your instrument running its best for years to come, it’s important to take good care of it. Wear and tear on even the most advanced technologies are inevitable over time – but malfunctions, costly repairs, and associated downtime don’t have to be. The best way to avoid them? Let us support you!
Our service agreements are founded on the principle of preventative maintenance – avoiding problems before they occur. But if something does go wrong, our certified customer support engineers are only a call away. With a Service Agreement, you’ll get priority support to fix any issues and get your system back up and running as fast as possible, with minimal administration workload and maximum budget control for all Malvern Panalytical systems.
Say goodbye to:
- Risk of downtime
- Waiting periods
- Unexpected costs
- Endless PO admin
- Ruined samples
- Performance decay
Instead, enjoy:
- Maximum uptime
- Rapid, expert support
- Consistent data and peak instrument performance
- Minimum admin
- Budget control
- Peace of mind
Features and benefits
| Maximized uptime Maximizing your instrument’s availability starts with our preventive maintenance services, which help you avoid issues before they occur – for example, breakdowns resulting from wear and tear, or data issues from performance decay. Regular certified care significantly increases instruments’ overall lifetime. With instant warning notifications triggered by system performance data, our optional Smart Manager goes even further and takes proactive action.
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![[PN13701_ICON_PRIORITY_SUPPORT_RESPONSE_TIMES_FAST_REPAIRS_REMOTE_AND_ONSITE.png] PN13701_ICON_PRIORITY_SUPPORT_RESPONSE_TIMES_FAST_REPAIRS_REMOTE_AND_ONSITE.png](https://p3.aprimocdn.net/malvernpanalytical/8cd98ffd-cabe-4143-9397-affd00f2cf72/PN13701_ICON_PRIORITY_SUPPORT_RESPONSE_TIMES_FAST_REPAIRS_REMOTE_AND_ONSITE_Original%20file.png){kind=icon}
| Priority support response times and fast repairs, remote and on-site If issues do occur, our priority support helps you to minimize downtime risks with pre-agreed response times and up to 24/7 support availability. Our remote support solutions offer the fastest and most convenient way to resolve your issue, but if on-site repairs are needed, our certified engineers and spare parts are ready to get you back up and running as fast as possible.
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![[PN13701_ICON_CERTIFIED GLOBAL_LOCAL_REMOTE_SERVICE_NETWORK.png] PN13701_ICON_CERTIFIED GLOBAL_LOCAL_REMOTE_SERVICE_NETWORK.png](https://p3.aprimocdn.net/malvernpanalytical/35f460f3-a283-4cdc-a86c-affd00f2d0b6/PN13701_ICON_CERTIFIED%20GLOBAL_LOCAL_REMOTE_SERVICE_NETWORK_Original%20file.png){kind=icon}
| Global, local, and remote expert support service We’re here to support you – wherever you are! From a quick fix to the most complex breakdown, you can count on our experts from our professional service team for quick, comprehensive assistance with hardware and software - all in your local language. All our service engineers are Malvern Panalytical-trained and certified. You’re in the best hands!
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![[PN13701_ICON_ENSURING_RELIABLE_ACCURATE_DATA_INSTRUMENT_AT_PEAK_PERFORMANCE.png] PN13701_ICON_ENSURING_RELIABLE_ACCURATE_DATA_INSTRUMENT_AT_PEAK_PERFORMANCE.png](https://p3.aprimocdn.net/malvernpanalytical/fb4b6362-7b28-4076-8787-affd00f2d132/PN13701_ICON_ENSURING_RELIABLE_ACCURATE_DATA_INSTRUMENT_AT_PEAK_PERFORMANCE_Original%20file.png){kind=icon}
| Ensure reliable, accurate data and peak system performance By keeping your system working at its best, you can be confident that your data and analysis is high-quality, accurate and reliable. Our regular preventative maintenance/performance verification (PM/PV) will validate, check, and correct your instrument’s performance, advise on part replacement, support audit procedures, and enable you to achieve insights with confidence.
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| Budget control and simplified administration
Our Service Agreements help you plan and limit your operating expenses to avoid unexpected costs such as maintenance bills, obsolescence costs, and excess parts stock. Meanwhile, pre-agreed supply conditions prevent critical time being wasted on purchase orders during an emergency. From 'Maintenance Plus' to 'Full Service Plus Parts' agreements, from single-year coverage to a multi-year term – our flexible plans are designed to suit your needs. |
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Having the whole service package covered really helps with our financial planning, and the quality and speed of Malvern Panalytical’s support is excellent – both by telephone and on-site.
Genaro R.Y. - Quality Engineer, Lexmark Mexicana - Sept. 2021
Service Agreement Levels
![[BRONZE_STAR_SMART_MANAGER_center_aligned_CAPS_ANGLE_as_OUTLINE.png] BRONZE_STAR_SMART_MANAGER_center_aligned_CAPS_ANGLE_as_OUTLINE.png](https://p3.aprimocdn.net/malvernpanalytical/354632b4-0f76-4ce6-844d-b15000c00917/BRONZE_STAR_SMART_MANAGER_center_aligned_CAPS_ANGLE_as_OUTLINE_Original%20file.png)
| Smart Manager: Proactive Support
You want to enjoy a trusted guardian for instrument health and utilization management combined with our experienced technical support that will alert and guide you through, or even prevent corrective maintenance. Gain even greater peace of mind by adding the next level of our Service Agreement options. Available for selected products only. |
![[BRONZE_1_STAR.png] BRONZE_1_STAR.png](https://p3.aprimocdn.net/malvernpanalytical/5df59664-b305-442d-9c65-afff00cd644f/BRONZE_1_STAR_Original%20file.png)
| 1-Star: Maintenance Plus
You understand the importance of preventive maintenance to maximize the lifetime and performance of your instruments. You can rely on our experienced technical support if the unfortunate happens, and you’ll pay less for repairs and spare parts.
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![[BRONZE_2_STAR.png] BRONZE_2_STAR.png](https://p3.aprimocdn.net/malvernpanalytical/407fa2b2-ebf8-4304-a307-afff00cd6292/BRONZE_2_STAR_Original%20file.png)
| 2-Star: Maintenance Plus Repair
You want to enhance your productivity by maximizing the lifetime and performance of your instruments through maintenance and a faster response from our expert technical support team. To minimize interruptions to your workflow, a repair visit to your site is included, and parts are discounted.
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![[BRONZE_3_STAR.png] BRONZE_3_STAR.png](https://p3.aprimocdn.net/malvernpanalytical/42f5dab3-45d9-4967-a72d-afff00cd634b/BRONZE_3_STAR_Original%20file.png)
| 3-Star: Full Service Plus
High instrument use and a demanding environment make uptime and availability very important to you. So, you need priority support from our team and repair visits to your site as often as needed – either to maintain your more complex setup or high-throughput environment, or to manage your budget more easily. Spare parts are also included at a higher discount.
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![[BRONZE_4_STAR.png] BRONZE_4_STAR.png](https://p3.aprimocdn.net/malvernpanalytical/7142e012-51e7-4e58-9c71-afff00cd63dc/BRONZE_4_STAR_Original%20file.png)
| 4-Star: Full Service Plus Parts
Strict uptime, availability, and reliability are business-critical for you. You need to be able to rely on our highest level of maintenance and support while minimizing admin time and costs. For complete peace of mind, any issues you have will be our top priority thanks to our pre-agreed premium support response times and unlimited visits to your site. In a breakdown scenario, you’ll need to be up and running as soon as possible without waiting for emergency POs or admin time – so your spare parts and repairs are all included.
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Service Agreements comparison
| Five Service Agreement levels to suit your needs* | Smart Manager | 1-Star | 2-Star | 3-Star | 4-Star |
|---|---|---|---|---|---|
| Preventive maintenance and/or performance verification Maintain the best possible instrument performance to prevent repairs and ensure reliable, accurate analysis. The annual instrument check by certified engineers includes labor, travel, PM/PV kit, safety and cleaning. Additional annual PM/PV optional. | - | ■ | ■ | ■ | ■ |
| Technical support via phone and e-mail Access unlimited hardware and software support from our certified service engineers via phone (office hours), e-mail, or our customer portal (request registration 24/7). | ■ | ■ | ■ | ■ | ■ |
| Remote tech support and corrective maintenance The most rapid and convenient way to have certified engineers addressing your issue. | ■
| ■ | ■ | ■ | ■ |
| Response times Our expert service engineers will quickly respond to your issue, either remotely or on-site. Options available from 4 days/best effort to next day response. | - | ■
| ■
| ■
| ■
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| On-site corrective maintenance Certified engineers on-site and at your side for repairs, including labor and travel costs. | - | ☐
| ◪
| ■
| ■
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| Spare-parts coverage for corrective maintenance Reduce spare parts costs and (PO) admin time. Tube and laser optional with a 4-star agreement. | - | ☐
| ◪
| ◪
| ■
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| Proactive system monitoring support (Smart Manager) | ■ | Optional | Optional | ◪ | ◪
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Optional additional services and solutions:
| Service | Inclusion |
|---|---|
| Operational Qualification (OQ) Ensure regulatory compliance | Optional |
| Smart Manager Daily, proactive instrument health check and advice from certified engineers | Optional |
| Certification | Optional |
| Training on instrument, application, and method development Ensure accurate analysis and data interpretation | Optional |
| Customized consultancy services Customized consultancy from the instrument and application experts | Optional |
*The exact details of our Service Agreement recommendation are determined by a variety of customer-specific factors, such as product type, product configuration, or location. While we’re harmonizing and enhancing our agreements across our full portfolio, please contact us for a customized proposal that meets your needs, as well as location and product recommendations.
Service Agreements guide
See how much you agree with the following 8 statements to find out:
Please note: The answers of this questionnaire won’t be saved – the answers are only visible to you while using this page, to help identify your needs.
Results
Answer all 8 statements in the table above to see your results.
If you tend to somewhat agree
We recommend
1- or 2-star Agreement
You understand the importance of maintenance and are looking for some extra services to make sure your system runs at its best – so a 1-star Agreement may serve your needs. To also reduce risk of unexpected interruptions we recommend requesting a quote for a 2-star Agreement that also covers an on-site repair and higher support priority.
Request a quoteIf you tend to agree or strongly agree
We recommend
3- or 4-star Agreement
Accuracy, availability, uptime, and/or compliance are critically important for you, so you need to be able to rely on a high level of maintenance and support. We recommend requesting a quote for a 4-star Agreement and considering options like Smart Manager (if applicable for your instrument) and/or an Operational Qualification. If a spare parts budget and guaranteed response times are not critical you can also compare a 3-star Agreement quote.
Request a quoteFrequently asked questions
- Which Malvern Panalytical products can I get a Service Agreement for?
Service Agreements are available for all our instruments, and we can serve and support customers around the world thanks to our great global service network. There might be rare exceptions for certain locations or end-of-life systems – please contact us to confirm your choice.
- How can I learn more about the Service Agreement details and prices?
We look forward to review all possible Service Agreement options with you and get you a best-fit quote that will be optimized for your system, budget and needs. Please contact us.
- What advantages does a Malvern Panalytical Service Agreement bring me?
With our Service Agreements, you can count on proactive maintenance and fast repairs from certified engineers across our local, global, and remote customer support networks. In turn, this will help you ensure maximum instrument uptime and data accuracy, while saving you valuable money and time.
- With my Malvern Panalytical instrument I chose a high-quality, robust and reliable instrument to perform my measurements – do I need a Service Agreement?
Our Service Agreements are designed to keep your high-quality, robust instrument running reliably at its best! All technical solutions will need maintenance over time. This becomes even more important in high-throughput or demanding environments. Lack of routine maintenance is a very common reason for performance decay and other preventable issues, which can affect the results of your instrument if left unaddressed. Maintenance is often overlooked in the workplace as it can be technically difficult or time-consuming for staff to perform alongside their other duties. The easy solution is to let us take care of it for you!
- What does the return on investment of a Service Agreement look like?
All our partners have different needs, which is why our Service Agreements aren’t one-size-fits-all. Your ROI on a Service Agreement will depend on your needs, the level you choose, and many other factors – such as the environment you work in and the way your processes are set up. For example, many customers with Service Agreements find that they save the built-in savings of avoiding downtime alongside internal costs on administration, maintaining high performance, and discounted repairs or spare parts. With the various levels and options of our Service Agreements, there’s a solution to fit your needs and manage ROI according to your goals. For more details to which aspects need to be considered, please check our list here.
- Do I have a separate Agreement for every Malvern Panalytical product/instrument?
Yes, you can decide which level of Service Agreement you need for each individual instrument.
- What is the difference between a manufacturer warranty and a Service Agreement?
Malvern Panalytical offers a one-year warranty. Unlike many manufacturer‘s warranties, this is ‘all-inclusive’ that covers all the features of our 4-star Service Agreement. However, as soon as it ends, parts, services, and corrective and preventative maintenance all become billable services. So, if you’ve enjoyed the experience, ask for a 4-star Service Agreement quote!
- Where can I find the support contact details?
Please contact us here or here.
- What can I expect from e-mail and phone support?
Our experienced and regularly trained service colleagues will answer your questions and help with any technical incidents. If they can’t solve your issue straightaway, they’ll make sure a dedicated specialist follows up shortly. Especially in peak hours, this will be prioritized according to your service agreement level.
- What is included in preventative maintenance/performance verification, and how can I schedule an appointment?
Our PM/PV service is performed by certified service engineers at your site. It includes a PM/PV kit, cleaning, a (radiation/laser) safety check, and labor and travel costs. And your questions answered, of course! To schedule an appointment, reach out to your local service contact here.
- What is remote support and why do I need it?
- Remote diagnostics and services are sustainable solutions that are time- and cost-efficient. Malvern Panalytical uses the trusted solutions SightCall and TeamViewer. SightCall can be used with any Malvern Panalytical instrument. It connects to your mobile or laptop camera to check for issues such as mechanical operation. With TeamViewer, you can allow Malvern Panalytical service experts to connect temporarily to your PC/instrument via a secured data connection to look at your issue within minutes.
- What can I expect from priority support?
While we always try to serve all our customers as quickly as possible, we do prioritize requests according to your Service Agreement level, especially in peak times. Our Smart Manager services, in combination with our remote support, can often get you up and running again before you know it. If a corrective maintenance visit is needed, there are various options available with different agreed response times, depending on your location and product configuration. Next day? No problem!
- Are guaranteed response times available?
Agreed response times are an optional add-on to our 3- and 4-Star Service Agreements, with up to 24/7 support available in many regions.
- If my instrument breaks down, what is included in corrective maintenance? How fast will it be?
Corrective maintenance covers support from a certified engineer (remote or on site if needed), including labor and travel costs. It can also include parts and prioritized reaction times, depending on your Agreement level. Thanks to our great network of strategically located warehouses, we have optimized the availability of spare parts around the world to meet your agreed times.
- What spare parts are included?
Depending on the level of your agreement spare parts are included or discounted. Exclusions are dependent on the type of agreement, along with consumables/wear-and-tear items and third party items (e.g. PC). Tubes and lasers can be added optionally to a 4-Star Service Agreement.
- Is an Operational Qualification (OQ) included in my Service Agreement?
We know that regulatory compliance is critical in many of our customers’ industries. An OQ for your instrument can be added to your Service Agreement to help you achieve this.
- Can I upgrade my Service Agreement to a higher level?
Yes! You can upgrade your contract at any time – to do this, reach out to your local service contact here.
- How can I renew my Service Agreement?
You can renew your Service Agreement at any time – please send your request for an updated proposal to your Malvern Panalytical contact here.
- Can I cancel a Service Agreement?
A Service Agreement gives you several advantages: just a few include priority support, no need to create POs, preventive maintenance, and elimination of unexpected costs. In most cases, the Agreement only runs for one year. But if you need to cancel, you can do so as per the terms and conditions of your contract. If you have more detailed questions, please reach out to your local service contact here.
- Why does my actual Agreement look different from the levels mentioned in the table on this webpage?
We’ve recently updated and harmonized our Service Agreements across our product portfolio, which combines the former Malvern and Panalytical brands. In particular, we’ve merged the best features from the different former contracts to make them clearer and simpler for you, especially if you own products from both ranges. While we‘re in this transition stage, you might still be running on a former version – you’ll be updated at your next renewal!
- Is my instrument covered already?
All your instruments and service agreements are listed in our customer portal. If you haven't signed up yet, please do so and you'll also benefit from:
- Having all your Malvern Panalytical instrument details listed at a glance
- Fast track to record your support request directly in our ticketing system
- Speak to our experienced customer support engineers for feedback on your question
Sign up now for checking on your current instrument coverage.
Enjoy true peace of mind with our Malvern Panalytical Service Agreements and get the most out of your analytical instrument.
Our customer Service Agreements enable you to enjoy:
Maximized uptime
Priority response times and repairs
Global, local, and remote expert support
Ensure reliable, accurate data and system’s peak performance
