Service and Support for Single Particle Analysis Tools

Accelerate and Advance for Single Particle Analysis

For researchers in the life sciences using the cryo-electron microscopy (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. As you begin your research, our technologies make it easy for you to independently access resources while also facilitating a fast response from applications experts when needed.

Service at Thermo Fisher Scientific is a partnership, and we regularly deliver performance reviews to highlight areas where your system’s performance can be optimized. Additionally, you will receive access to both our Scientific Workflows App, which delivers step-by-step workflow guidance, as well as our Connected Care portal, which provides on-demand reporting and information on system health and performance.

During the post-warranty period, our Advance portfolio provides a continuation of our remote monitoring service, application support features, and access to the Scientific Workflows App and Connected Care Portal. It also includes preventive and corrective maintenance, spare parts coverage, and an on-site response with options ranging from 4 to 48 hours. The Advance portfolio supports the essential function of your instrument while also engaging you through technology-driven services.

Below is a summary of our integrated service solutions to support your research and deliver the insights you need to achieve your most ambitious scientific goals.

• Expert support to validate your workflow and train your lab on new applications
• System health and insights inside the Connected Care Portal
• Remote support and service to maximize system uptime

Workflow validation

Successful single-particle analysis requires seamless coordination across the Thermo Scientific Vitrobot Mark IV System, the cryo-EM microscope (i.e. Thermo Scientific Tundra, Glacios, or Krios Cryo-TEM), and the camera systems. Suppose one aspect of this workflow is not optimized. In that case, a high-resolution data set and reconstruction may not be successful, causing you to lose valuable time on your critical scientific pursuit.

Throughout the warranty and post-warranty phases, our applications, field service, and customer success teams will provide on-site service and training, help you optimize your experiment, and ensure that all your questions and concerns are addressed.

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