Welcome to bioMérieux’ online Service Agreement catalogue. Our service offerings provide a variety of options designed to ensure your system’s peak operating performance.
Service Offerings
Service Options information
Full Service Agreement (FSA):
The Full Service Agreement covers all telephone support, labor, travel, expenses, and parts for an unlimited number of telephone support calls and on-demand service visits. The plan includes the recommended preventive maintenance visits per year (see Service Matrix) and all repair or replacement of part and module failures. This plan also includes our remote telediagnostics feature for troubleshooting instrumentation with modem access; 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 bioMerieux and does not include 2nd level support, such as intensive data mining, levels of training, or when a dispatch is required. The term of this agreement is one year and includes contract renewal notification. NOTE: The basic software configuration and the system-supplied terminal & printer are covered under the base price of the plan
COVERAGE: On Site between 7AM – 7PM, 7 Days a week. Technical Call Center Support 24 X 7.
Full Service Business Hours Agreement (BFS):
Same description as the Full Service Agreement above EXCEPT TRAVELTIME, REPAIR TIME AND TRAVEL EXPENSES ARE COVERED DURING NORMAL BUSINESS HOURS ONLY, BETWEEN 7:00 A.M. - 5:00 P.M., MONDAY THROUGH FRIDAY (excluding holidays) AND THE TECHNICAL CALL CENTER SUPPORT BETWEEN 7:00 A.M. - 7:00 P.M., MONDAY THROUGH FRIDAY . For service during non-business hours the prevailing Per-Call Basis (POR) rates apply for travel time, labor time and travel expenses (see POR below).
**Please note this agreement type should only be quoted to customers that ONLY operate their instrument Monday through Friday between the hours of 7:00AM – 5:00 PM.
Call Center Contract (PM2):
The Call Center Contract covers all telephone support and the recommended preventive maintenance visits per year (see Service Matrix). 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 bioMerieux and does not include 2nd level support, such as intensive data mining, levels of training, or when a dispatch is required. All workmanship is warranted for 30 days. The term of this agreement is one year and includes contract renewal notification. For on-demand service the prevailing POR rates apply for travel time, labor time, travel expenses (see POR below) and any additional parts needed.
Basic Agreement (PMO):
This plan covers all labor, travel, expenses, and PM parts (parts identified as PM parts in the FSE’s parts list) for the recommended preventative maintenance visits per year (see Price Matrix). All workmanship is warranted for 30 days. The term of this agreement is one year. For on-demand service the prevailing Per-Call Basis (POR) rates apply for travel time, labor time and travel expenses (see POR below).
Repair Center Coverage (RCC):
The Repair Center Contract covers telephone support and the repair of the covered instrument either by replacement or repair. The extent of the level of the technical call center support is at the discretion of bioMerieux and does not include 2nd level support, such as intensive data mining, levels of training, or when a repair is required. This plan allows return of the covered instrument up to three times per year. With each return bioMerieux validates the instrument to complete manufacturers specifications. In addition, upon notification and authorization, bioMérieux will pay for all transportation charges on the serviced equipment. The term of this agreement is one year and includes contract renewal notification. All workmanship is warranted for 30 days.
On Demand Service – Purchase Order Required (POR):
On demand service is a Per-Call Basis and a purchase order is required prior to each service event requiring telephone technical support or onsite service visit. All telephone support, parts, labor, travel, and expenses are invoiced at the prevailing rates. Partial credit is available for returned parts that are repairable. Telephone Support rate is currently $200.00 per half hour and charged in increments of half hours. If the billable technical call center support call results in a dispatch of an FSE, the call center support will not be charged, only the dispatched charges will apply. Hourly travel time and labor rates for on-site visits are currently $475.00 per hour (7:00 a.m. - 5:00 p.m., Monday through Friday). There is a minimum charge of 4 hours, at the prevailing hourly rates, plus actual travel expenses for on-site visits. After hours, weekends, and holidays the hourly rates are $725.00 per hour.
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. All workmanship is warranted for 30 days.