Life science instruments service and support options from Thermo Fisher Scientific

Whether you are purchasing a new system, or need services for an existing system, we have options to fit your needs.


Services for new electron microscope systems

By anticipating the needs of your team and physical facility, you can quickly get up to speed and start getting the most value from your Thermo Scientific electron microscope. Best practices include:

  • Prepare your facility for installation, including the mitigation of vibration and other environmental interferences
  • Train users to safely and confidently prepare samples and gather data so you can jump-start valuable research
  • Validate every step of your workflow to ensure it is optimally tuned to achieve high-quality data

Our team of applications scientists, service technicians, and customer success experts is here to make sure you have everything in place the moment your instrument is installed.

Service for Life Sciences Webpage-2

Service during the warranty period

We offer a variety of support options during the critical period after your system is installed. Our market-leading warranty provides a committed response time and includes maintenance and spare parts.

To help you attain a further competitive advantage, our Accelerate professional service helps you:

  • Ensure all users are properly trained
  • Expedite the capture of usable data in weeks not months
  • Optimally tune your system and workflow to achieve leading-edge results
  • Plan your maintenance in advance, around key samples or activities

Service-for-Life-Sciences-Webpage_426


Service options for the warranty period

Service Offering*Warranty (12 months)Accelerate Contract
Remote Support 
Preventive and Corrective Maintenance
Software Updates
Spare Parts
RAPID Support
On-Site Response Time48 hrs24–48 Hrs
Customer Success Manager 
Connected Care Portal 
System Remote Monitoring 
Applications Support 
Scientific Workflow App 
Workflow Validation 
Quarterly Performance Reviews 


Key elements of Accelerate service

  • Workflow Validation to confirm that each step of your workflow meets our specifications
  • On-site and Remote Applications training and support from our technical experts
  • Access to a dedicated Customer Success Manager who will support you step-by-step as you get up to speed on your Thermo Scientific instrument

We offer Accelerate services for Single Particle Analysis, Cryo-tomography, and Pharma services.


Services to support your existing electron microscope systems

Experienced microscopists achieve ongoing benefits from system health monitoring and proactive service. Visibility into system utilization and productivity will also help you maximize the value of your Thermo Scientific instrument.

Service Options After the Warranty PeriodClassic ContractsAdvance Contract
Phone Support
Preventive Maintenance
Software Updates
Parts
RAPID Connection
On-Site Response Time Target24-96 Hrs24–48 Hrs
Customer Success Manager 
Connected Care Portal 
System Remote Monitoring 
Applications Support 
Scientific Workflow App 
Quarterly Performance Reviews 

 

Service options after the warranty period

With a Classic service contract, you get a targeted response time and coverage for spare parts. No matter what, you will have peace of mind that you have a predictable service budget and the attentive care your instrument deserves. We offer Classic services for all budgets.

For researchers who have high requirements for system productivity and are pushing the boundaries of science, our Advance offerings deliver increased insights and proactive care.

  • More planned downtime/less unplanned downtime vs. Classic service
  • Plan your maintenance in advance, around key samples or activities
  • Ongoing support to train new users, so you can focus on critical research activities
  • Visibility into system utilization and performance

Key elements of Advance service include:

  • System Remote Monitoring, where engineers monitor key system parameters and proactively plan maintenance activities
  • The Connected Care Portal, which delivers an overview of system health, utilization, and service activities
  • Ongoing access to Applications experts and a Customer Support Manager, to ensure you are getting the most out of your Thermo Scientific instrument every single day

We offer Advance services for Single Particle Analysis, Cryo-tomography, and Pharma services.


Style Sheet to change H2 style to p with em-h2-header class
Style Sheet for Instrument Cards Original
Style Sheet to remove ellipsis on Media gallery text
Style Sheet for Komodo Tabs


Connected Care services

Blending the best of digital and hands-on care.

To best support your success now and into the future, we have integrated more digital and data-driven elements into our service packages.

With our Connected Care service, you will:

  • Receive proactive service and better coordinated support activities at your facility
  • More quickly and successfully launch new techniques and technologies
  • Obtain visibility into your systems’ productivity and performance

We offer a variety of Connected Care services targeted to your unique needs. Whether we are delivering support on-site or through a digital channel, our unique relationship with you remains at the forefront.


Accelerate and Advance solutions for your unique needs

Accelerate and Advance for Drug Discovery

Accelerate and Advance for Drug Discovery

Accelerate Rx and Advance Rx, together with the Thermo Scientific Krios Rx Cryo-TEM, deliver a highly reliable solution to drive operational excellence and accelerate structure-based drug discovery in your lab. From the moment you purchase your Krios Rx instrument, our team delivers intensive support to validate your iSPA workflow as well as to train and empower your users.

Accelerate and Advance for Single Particle Analysis

Accelerate and Advance for Single Particle Analysis

For researchers in the life sciences using the Cryo-EM Single Particle Analysis workflow, our Accelerate and Advance portfolios offer intensive on-site and remote support throughout the lifetime of your workflow. During the warranty period, our Accelerate service includes workflow validation and the support of our Customer Success Manager, who will help plan your installation, coordinate resources, and ensure you are set up for success.

Accelerate and Advance for Cryo Electron Tomography

Accelerate and Advance for Cryo Electron Tomography

For researchers in the life sciences, our Accelerate and Advance portfolios deliver step-by-step support as you implement cryo-tomography into your lab. Whether you are integrating a Thermo Scientific Aquilos 2 Cryo-FIB instrument to complement your cryo-TEM or you are implementing an entire workflow, our team of experts will set you up for success. During the warranty period, our Accelerate service includes workflow validation and the support of our Customer Success Manager, who will help plan your installation and coordinate resources.


Classic services

Life Science Service and Support

Life Science Service and Support

  • Preventive and corrective maintenance to keep your system in optimal condition
  • Service packages to fit all budgets and requirements
  • Comprehensive service, including spare parts and a targeted response time

Resources

Yale – Life Sciences

Oregon State University – Life Sciences

Accelerate and Advance for Life Science SPA.

SUSTC – Accelerate Life Science.

Accelerate and Advance for cryo-tomography.

Yale – Life Sciences

Oregon State University – Life Sciences

Accelerate and Advance for Life Science SPA.

SUSTC – Accelerate Life Science.

Accelerate and Advance for cryo-tomography.


Contact us

Style Sheet for Support and Service footer
Style Sheet for Fonts
Style Sheet for Cards