At SCIEX, we are working diligently to best prepare for the effects of COVID-19. The health and well-being of our associates, customers and community remain our top priority.
We are closely following direction from various international health organizations and government agencies. SCIEX has a pandemic business continuity plan (“BCP”) in place and our network of external experts, suppliers and partner organizations are providing us with vital, real-time information to help us keep you informed.
Our commitment to you
While there is still uncertainty, we are doing everything possible to minimize the impact to you and your lab.
- Currently, we do not anticipate disruption in our ability to provide services or goods due to COVID-19.
- We are already working closely with a number of suppliers who have activated their own BCP processes and continue to monitor the situation closely.
- Informing us of your needs as soon as possible will help SCIEX plan to fulfill your requirements.
- Our service and support teams will continue the following essential activities, where we are still permitted to do so:
- Repairs upon customer request
- Mandatory preventative maintenance to ensure safety or results (e.g. test results)
- Installations with user training
- Delivery of mission critical supplies that require an associate
- Customer validation/qualification services
- If there are instances where preventative maintenance or user training could be postponed, we will work with you to rearrange those visits at a later date.
- Your SCIEX representative will check in advance before planning any visit to ensure our measures comply with your policies.
Enhanced remote support
In addition to continuing onsite activities where permitted, we are enhancing our remote customer support options to provide you with more tools, expertise and troubleshooting when you need it.
Free Software Licenses for Home Use
- Temporary software licenses are available for any of our software products here.
- Simply choose the software package you need and then “Request Trial”.
Remote technical support
- Get real-time technical assistance for hardware, software and application issues from SCIEX Now™.
- Knowledge base articles are available 24/7 to help you find answers to common questions.
- Properly prepare your lab for remote work by following our remote work checklist and instrument shutdown procedures.
Remote monitoring service
- StatusScope® Remote Monitoring Service keeps you and us informed of your instrument’s health and performance, allowing proactive support and remote resolution.
- StatusScope is included with all service contracts. During these challenging times, 3 months of complementary StatusScope Remote Monitoring Service and support will be made available to all customers.
Virtual service visits
- In some cases it may be possible to troubleshoot resolutions and repairs using online video tools and your SCIEX representative will assess this on an individual case basis
- In many cases, it is possible to conduct virtual site software validations services using online video tools
Virtual training
- Advance some of your LC-MS/MS and CE skills with Learning Hub online training channels.
- Take a Learning Hub Success Virtual course for personalized software training.
- Training purchased Jan - Jun 2020 will be valid for 18 months (instead of 12 months).
Keeping you and our associates safe
SCIEX has implemented measures recommended by international health organizations and government agencies to help keep you and our associates safe.
- SCIEX has implemented a pandemic business continuity plan to protect the health and well-being of our associates and customers.
- We have restricted cross-border travel for all SCIEX associates to help prevent the spread of the virus.
- All associates are required to follow local government public health directives in addition to following our own internal pandemic protocols.
- We have asked our associates to practice social distancing and work from home where possible.
- We have increased housekeeping schedules and disinfection procedures within our facilities.
- Hygiene stations and resources are made available throughout our sites.
- Currently, there is no evidence to support transmission of COVID-19 on products or packaging. Government agencies have confirmed that the likelihood of COVID-19 virus transmission through commercial product shipment is extremely low.
As always, it’s our goal to meet customer needs and to deliver without disruption. We will continue to monitor the COVID-19 situation closely and we appreciate your patience and collaboration.
All the best and stay safe,
Your SCIEX Team