Service and Support for Single Particle Analysis Tools

For researchers using the cryo-electron microscopy (cryo-EM) single-particle analysis workflow, our Thermo Scientific Accelerate and Advance Service portfolios offer intensive on-site and remote service and training throughout the lifetime of your workflow.

Service at Thermo Fisher Scientific is a partnership. We will develop a training plan to ensure your users are empowered from the start. Throughout the warranty and post-warranty phases, our applications, field service, and customer success teams will focus on helping you optimize your experiments and ensure that all your questions and concerns are addressed.

We are committed to a new approach to service that blends innovative technological solutions with outstanding service support. Our integrated service solutions are designed to support your research and deliver the insights you need to achieve your most ambitious scientific goals.

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 is a standardized representative test using a vitrified sample to verify the correct functioning of the Vitrobot System, cryo-TEM, and camera systems while they are all under your on-site conditions.

Guaranteed resolution of instruments calibrated with Accelerate and Advance:

• Krios G4 Cryo-TEM: Guarantees 2.5 Å resolution
• Glacios Cryo-TEM: Guarantees 3.0 Å resolution
• Tundra Cryo-TEM: Guarantees 3.5 Å resolution

The Connected Care Portal delivers the insights you need to effectively manage your system and workflow. The secure, on-demand information in the Connected Care Portal will help you:

• Assess the performance of your instrument across multiple parameters
• Analyze system performance over time
• Track system health and support activities
• Quickly locate reports and other documents

Your dedicated Customer Success Manager helps you define and meet the goals that are critical for your success.

• Ensures smooth installation of your new system and optimization of your workflow
• Routinely reviews KPI status and adjusts plans when needed to enable you to meet your goals
• Reviews system performance regularly to identify opportunities for improvement
• Supports your needs by utilizing a broad network of other experts within Thermo Fisher Scientific