Telephone and Email Factory Support

Our Service Care Plan provides direct access to our team of factory-trained engineers for expert assistance with instrument faults or sample analysis issues.
Where remote support is not sufficient, an engineer visit to your laboratory may be arranged to ensure issues are resolved quickly and effectively.

 

Telephone Support

• Available Monday to Friday, 08:00–16:00

• Support provided outside these hours (including weekends or bank holidays) may incur an additional charge, at the discretion of XWAME Group Ltd

 

Email Support

• Available Monday to Friday, 08:00–16:00

• Support provided outside these hours (including weekends or bank holidays) may incur an additional charge, at the discretion of XWAME Group Ltd

 

Preventative Maintenance

To keep your instruments operating at their best, your plan includes annual preventative maintenance visits.

• Visits last 1–3 days, depending on the instrument type and quotation.

• Visits are arranged at a mutually convenient time within the contract period.

• Instruments requiring one annual visit will be serviced within that contract term.

 

Corrective Maintenance

Should a fault occur, Corrective Maintenance visits will be provided as needed.

• All engineer time, travel, and expenses are included in your contract.

• Visits will be scheduled for the earliest possible date, subject to engineer availability in your area.

 

Customer IT Responsibilities

If a service visit is required due to software changes made by the customer or their IT department (resulting in instrument malfunction), the visit will be chargeable.
To avoid this, please contact XWAME Group Ltd before making any software updates or modifications.

 

Response Times and Service Levels

As a valued Service Care customer, you can expect a prompt and professional response:

• We aim to respond to support requests within two working days (maximum).

• In most cases, responses are provided within 24 hours.

SERVICE CARE PLUS PLAN includes:

The Service Care Plus plan includes all aspects of 'SERVICE CARE' with the addition of 'replacement parts'.

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.