Both hardware and software maintenance is integral to successful laboratory operations. A mass spectrometer system that is regularly serviced will perform with up to 18% more productivity compared to a system without a service plan.
SCIEX offers a variety of service plans and packages to assist you throughout the lifetime of your SCIEX LC-MS/MS systems, including the genuine parts, software and skilled expertise you need to meet your workflow demands. Regardless of your instrument, whether it’s a legacy system or the latest, SCIEX service plans offer the same level of service, support and satisfaction.
Maintenance plans for hardware and software
The table below outlines the plan options and features available for your SCIEX mass spectrometers and software.
If you are purchasing a new SCIEX instrument, consider the Protect Plus plan, which offers a seamless way to continue maintenance and repair coverage at the end of your system warranty. Note that this plan is only available at the time of your system purchase.
| Feature | Assurance | Maintenance | Remote | Software Plus | Software Legacy |
|---|---|---|---|---|---|
| On-site workflow support and troubleshooting | ✔ | ||||
| Instant workflow phone and online support (during normal business hours) | ✔ | ✔ | ✔ | ||
| Guaranteed onsite response time for repairs | 48 hrs | 72 hrs | Prioritized | ||
| Planned maintenance | ✔ | ✔ | |||
| OEM parts used for repair | Full coverage | 10% discount | 10% discount | ||
| Labor | Full coverage | 10% discount | |||
| Travel | Full coverage | 10% discount | |||
| Data acquisition workstation | ✔ | ||||
| StatusScope remote monitoring service | ✔ | ✔ | ✔ | ||
| Software phone and online support | Prioritized for Starter Pack only | Prioritized for Starter Pack only | |||
| Software upgrades | Starter Pack only | ||||
| Software updates | Starter Pack only | ✔ | |||
| Discounted fixed-price services | ✔ | Validation service only | Validation service only | ||
| Learning Hub online | Premium content | Basic access | Basic access | Premium content | Premium content |
| Knowledge base content online | Premium content | Basic access | Basic access | Premium content | Premium content |
| Discounted rates on selected software licenses and related software services | ✔ | ✔ |
The Assurance plan is the most comprehensive package available for your LC-MS/MS system. It offers full service and maintenance coverage that provides security and reassurance that your system will operate to its full capability. This plan includes:
Other service and support plans are available, along with fixed-price, pay-as-you-go services for preventative maintenance, repair and workflow support. Please contact your SCIEX service representative for details.
Our fixed-price maintenance services are designed according to OEM specifications to maximize LC-MS system uptime and maintain peak performance.
| Fixed-price service | Description |
|---|---|
Fixed-price planned maintenance | System review, cleaning and testing for optimal performance |
Fixed-price rail clean | Quadrupole rail cleaning to troubleshoot ion optic contamination |
Fixed-price clean | Instrument front-end cleaning, enhancing overall performance |
Fixed-price optimization | Full instrument parameter optimization to improve system performance |
You can save with additional discounts by bundling products together with fixed-price services.
It can take several days to receive an urgent consumable part. Reduce any administrative delays by ordering essentials kits, which contain all the necessary components for your workflow. Essentials kits contain recommended primary LC-MS service consumable parts for routine maintenance of SCIEX-supported instrumentation.
