Service Agreement Options

Enhanced Service Plan

The Enhanced Service Plan covers all telephone support, labor, travel, expenses, and parts for an unlimited number of telephone support calls and on-demand service visits. This plan includes the recommended preventive maintenance visits per year (see Service Matrix for recommendations) and all repair or replacement of part and module failures. This plan also includes bioMérieux’s remote telediagnostics feature for troubleshooting instrumentation with modem access (NOTE: modem access denial may result in additional service charges for unnecessary dispatches).

The extent of the level of the technical call center support is at the discretion of bioMérieux and does not include second level support, such as, but not limited to, intensive data mining, levels of training, LIS Support, or situations where dispatch is required. A contract uplift option to include 2nd level LIS Support may be added to the Enhanced Service Plan for a fee.

COVERAGE

  • On Site between 7:00AM – 7:00PM local time in the 48 contiguous states, 7 Days a week.
  • Technical Call Center Support 24 X 7.

Business Service Plan

The Business Service Plan covers all telephone support, labor, travel, expenses, and parts for an unlimited number of telephone support calls and on-demand service visits during Business Hours Only (defined as 8:00AM - 5:00PM local time in the 48 contiguous states, Monday through Friday). Technical Call Center Support is available between 8:00AM-5:00PM, Monday through Friday local time in the 48 contiguous states. This plan includes the recommended preventive maintenance visits per year (see Service Matrix for recommendations) and all repair or replacement of part and module failures. This plan also includes bioMérieux’s remote telediagnostics feature for troubleshooting instrumentation with modem access (NOTE: modem access denial may result in additional service charges for unnecessary dispatches).

The extent of the level of the technical call center support is at the discretion of bioMérieux and does not include second level support, such as, but not limited to, intensive data mining, levels of training, LIS Support, or situations where dispatch is required. A contract uplift option to include 2nd level LIS Support may be added to the Business Service Plan for a fee.

Service during Non-Business Hours will be charged the prevailing Per-Call Basis (POR) rates for travel time, labor time and travel expenses.

COVERAGE

  • On Site between 8:00AM – 5:00PM, Monday through Friday (excluding locally observed holidays)
  • Technical Call Center Support 8:00AM – 5:00PM local time in the 48 contiguous states, Monday through Friday (excluding locally observed holidays). Holidays are defined as: New Year’s Day, Martin Luther King Day, Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving and following day, Christmas Eve, and Christmas Day.
  • This service level can only be purchased by Customers operating during standard Business Hours (defined as 8:00AM - 5:00PM, Monday through Friday).

PM Plus Plan

The Call Center Contract covers all telephone support and the recommended preventive maintenance visits per year (see Service Matrix for recommendations). The contract includes the labor, travel, expenses, and PM parts (parts identified as PM parts in the FSE’s parts list) associated to the PM visit. This plan also includes our remote telediagnostics feature for troubleshooting instrumentation with modem access. The extent of the level of the technical call center support is at the discretion of bioMérieux and does not include second level support, such as intensive data mining, levels of training, LIS Support, or situations where dispatch is required. A contract uplift option to include 2nd level LIS Support may be added to the PM Plus Plan for a fee. Any on-demand service requests will be charged the prevailing Per-Call Basis (POR) rates for travel time, labor time and travel expenses and any additional parts needed.

COVERAGE

  • Technical Call Center Support 24*7.

PM Only Plan

The PM Only Plan covers all labor, travel, expenses, and parts (parts identified as PM parts in the FSE’s parts list) associated with the recommended preventative maintenance visits per year (see Service Matrix for recommendations). Any on-demand (on-site or telephone) service requests will be billed at the prevailing Per-Call Basis (POR) rates for travel time, labor time and travel expenses.

COVERAGE

  • Preventive Maintenance Only

Repair Center Coverage

The Repair Center Contract covers telephone support and the repair of the covered instrument either by replacement or repair up to three (3) times per year. The extent of the level of the technical call center support is at the discretion of bioMérieux and does not include second level support, such as intensive data mining, levels of training, or when a repair is required. With each instrument return bioMérieux validates the instrument to complete manufacturers’ specifications. The determination to replace or repair the instrument shall be in ioMérieux’s sole discretion. Replacement instrument shall be new standard or equivalent refurbished. Upon notification and authorization, bioMérieux will pay for all transportation charges on the serviced instrument.

Pioneering diagnostics