Service Plans
Ensure optimal performance and compliance for your instruments with our range of GMP-Ready and non-GMP Service Plans.
Learn more about our plans in the FAQ section below.
GMP-Ready Service Plans
NucleoCounter® NC-200™
NucleoCounter® NC-202™
Non-GMP Service Plans
NucleoCounter® NC-200™
NucleoCounter® NC-202™
NucleoCounter® NC-250™
NucleoCounter® NC-3000™
Frequently Asked Questions
What does the Annual Service Plan cover?
The Annual Service Plan is designed to ensure your instrument continues to operate at validated performance levels, with priority support and a reduced risk of unplanned downtime.
The plan includes:
- Annual on-site IQ/OQ/PQ, performed by our technical specialists using official kits and consumables, to verify that your instrument and software are fully validated and up to date.
- Priority access to technical and scientific specialists.
- Enhanced Warranty, covering all repairs on the instrument, including those resulting from user mishandling or external factors.
- Free shipping for any repairs covered under the plan.
What is a GMP Ready Service Plan?
The GMP Ready Service Plan is intended for laboratories operating under Good Manufacturing Practice (GMP) standards. It includes:
- Priority access to technical and scientific specialists (Field Application Scientists) for support and troubleshooting.
- An enhanced warranty covering instrument defects or breakdowns (including free repairs) for the duration of the plan.
- Annual on-site service and maintenance visit (typically scheduled 9–11 months after installation, then every 12 months thereafter) that includes IQ/OQ/PQ testing using official validation kits.
- Ensuring the instrument and associated software remain qualified, validated, compliant, and up to date.
- All repair and freight costs covered.
- On-site 21 CFR Part 11 Qualification, performed by a ChemoMetec specialist.
What is covered under the “Enhanced Warranty”?
The enhanced warranty covers all instrument defects or breakdowns, including those resulting from user mishandling, environmental factors, or power surges.
Are consumables included?
Yes. The Annual Service Plan includes all necessary consumables required to perform the service (e.g., IQ/OQ Kit, PQ Kit, and cassettes).
Will we receive documentation of the service visit for records?
Yes. An electronic service report is provided upon completion of each service visit, detailing all tests performed and results obtained.
Do you offer reinstallation or relocations services?
Yes. We offer reinstallation and relocation services. We can assist with reinstallations for computer or operating system upgrades or with relocations between sites. This includes:
- Close-out testing before reinstallation, relocation or decommissioning.
- Full IQ/OQ/PQ testing after reinstallation.
- 21 CFR Part 11 Qualification Testing
How far in advance should we schedule our service visit?
We reach out around 2 months in advance and recommend scheduling your annual service visit at least 4–6 weeks in advance to ensure availability and minimize downtime.
Can the service visit be performed outside of regular business hours?
Service visits are typically performed during standard business hours, Monday through Friday,8am-5pm. However, special arrangements may be possible upon request (additional charges may apply).
What happens if our instrument requires repairs outside of the annual visit?
Under the Enhanced Warranty, repairs are covered for the duration of your plan. Simply contact our support team to arrange a meeting and/or on-site repair visit.
Can we upgrade from an Annual Service Plan to a GMP Ready Service Plan?
Yes. You can upgrade at any time during your current plan period. Our team will provide a prorated quote and transition schedule to ensure continuous coverage.
Does the plan cover software updates?
Yes. Both the Annual Service and GMP Ready Service Plans include access to the latest validated software updates.