Service offerings that keep your lab up and running

There’s no time for downtime in your laboratory. Our trained professionals make up the industry's largest service and support network, ready to assist you when you need it. Our superior services and support solutions enable your laboratory to do its critical work with minimal downtime.


Standard warranty

All Sensititre instruments come with a standard 1-year warranty, commencing at time of instrument delivery. During the warranty period, all costs for shipping, labor, and parts for repairs are covered. Access to 24/7 technical support is also available.

 

For more information regarding our standard instrument warranties, please contact our service specialsts at Microbiology_ServiceContracts@thermofisher.com.

* Subject to applicable terms and conditions


Extended Service Agreements

Many customers choose to set up their laboratory for success by purchasing a Thermo Scientific Extended Service Agreement. From preventative maintenance and corrective services to continued technical assistance, get tailored solutions and exceptional support from the experts in microbiology.

Extended Service Agreements provide reliable, ongoing support for your Sensititre System, carried out by certified engineers. Whether your lab runs a fully automated, semi-automated, or manual Sensititre workflow, there is an Extended Service Agreement available to suit your laboratory’s requirements.

Service rep

Extended Service Agreements at a glance

Service category

Service aspect

Gold

Bronze

Preventive maintenance

Labor



Travel



Spare parts



Repairs

Labor


Not included

Travel


Not included

Spare parts


10% discount

Number of repairs covered

Unlimited

N/A

Response time

<2 working days

N/A

Support

Technical phone support

24 hr

8 am–5 pm, M–F

Remote Diagnostics Capability



 

The details. Breakdowns may be reported, and engineer site visits will be arranged, weekdays from 8 am to 5 pm except Thermo Fisher Scientific holidays. Response times are determined by the level of your service agreement.

 

Extended Service Agreements must be purchased at time of instrument order or during the 12-month manufacturer’s warranty period. Multi-year agreements are available.

 

Request details on alternative service agreements that may be purchased if the manufacturer’s warranty or Extended Service Agreement has lapsed. Conditions and additional costs will apply.

 

Additional options. Engineer visits may be arranged for instrument relocation or removal. Charges may apply and will be quoted on request.

 

For more information regarding the best Extended Service Agreement to suit your laboratory’s needs, please contact our service specialists at Microbiology_ServiceContracts@thermofisher.com.  Prepare a list of your equipment with applicable serial numbers for the most efficient response.


Customer education

Antimicrobial susceptibility testing curriculum

We are dedicated to ensuring that your laboratory is confident in their ability to use the Sensititre system portfolio of instrumentation and consumables to their full potential. Whether your laboratory has new staff, is onboarding a new panel, or has current staff who would benefit from a review of the platform, we offer a variety of virtual and in-person training modules.

 

Available training modules include SWIN software, panel setup, panel reading, and new instrument training as summarized in the table. New instrument purchases may come with associated training modules.

 

Sensititre training modules at a glance

Training module

No. of Trainees

Cat. No.

SWIN software (virtual)

5

526642

10

526643

SWIN software

5

526652

10

526656

Panel setup

5

526644

10

526654

Panel reading

5

526651

10

526655

Panel setup and panel reading

5

526658

10

526628

Panel setup, panel reading, and SWIN software

5

526630

10

526662

New instrument: Vizion, AIM, Nephelometer, or OptiRead

5

526657

10

526659

New instrument: ARIS HiQ

5

526659

10

526629

Full Sensititre suite

5

526661

10

526663

 

For details about these courses, download our Training Guide.  For more information about our training services or to receive a customized quote, please contact us at USCLE_ServiceSupport@thermofisher.com.

Online susceptibility testing resources

Educational resources for AST include an abundance of online materials and webinars on susceptibility testing and antimicrobial stewardship. Access the Microbiology Learning Center and Clinical Microbiology Webinar Library as described under Resources.