Mass Spec Repair & Service Care
XWAME Group Ltd offer Repair, Refurbishment and Service Care plans on a range of Mass Spectrometry instrumentation through the MS Tech Solutions division
Telephone and Email Based Factory Support
The Service Care plan will provide access to factory engineers to assist in the diagnosis of instruments faults or issues associated with sample analysis. Progressing of fault diagnosis may necessitate an engineer visiting your laboratory, as occasionally it is not possible or appropriate to resolve the situation by telephone or email support.
Telephone support will be available from Monday to Friday during the hours of 08:00 to 16:00. Support on weekends or bank holidays may incur a charge at the discretion of XWAME Group Ltd.
Email support will be available from Monday to Friday during the hours of 08:00 to 16:00. Support on weekends or bank holidays may incur a charge at the discretion of XWAME Group Ltd.
Preventative Maintenance Servicing
Annual preventative maintenance service visit(s). The visit duration will be between 1 & 3 days, either once or twice a year depending on the instrument type and individual quotation. To be carried out at a mutually convenient time within the contract term for instruments requiring only one annual visit.
Corrective Maintenance Visits
Corrective Maintenance service visits will be provided as required at the discretion of XWAME Group Ltd should . The contract fee will include all engineer, travelling time & expenses.
Should a Corrective Maintenance Visit be required, this will be subject to the availability of a service engineer in your area and will be scheduled for the earliest possible date.
Customer IT intervention
A Job becomes chargeable when the cause of the visit is found to be due to the customer or there IT department changing the software on the PC, which causes the instrument not to function in the correct manner.
No additions or changes should be made to the software without XWAME GROUP LTD being informed first.
Response Times and Service Level Agreement
As a Service Care customer we aim to respond to Service Care support requests within a maximum of two working days, where necessary. This is the highest level of guaranteed response available, but in many cases it may be possible to respond to Service Care support requests within 24 hours.
Service Care Plus
SERVICE CARE PLUS PLAN includes:
The Service Care Plus plan includes all aspects of 'SERVICE CARE' with the addition of 'replacement parts'.
There is no charge for any repairs to existing parts, replacement parts or carriage costs. Consumable parts are not included. A list of consumable parts can be found in our terms and conditions.
Supported Mass Spectrometers
Plus all legacy instrumentation