Mass Spec Repair & Service Care

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.