The Business Full Service Agreement should cover all: • Telephone support • Labor on machines • Travel expenses of service technician • All parts needed to repair machine • Unlimited number of telephone support calls and on-site service visits, if necessary to resolve the issue during business hours only. • Service must be provided by a trained technician or field service engineer. • One annual Preventative Maintenance on each machine. • Annual Service Agreement from May 2025 to May 2026 Coverage Hours: • Onsite Support: Available between 8:00AM – 5:00PM local time in the Continental U.S., Monday through Friday (excluding locally observed holidays). • Technical Support: Provided 8:00AM – 5:00PM local time in the Continental U.S., Monday through Friday (excluding locally observed holidays). • Preventive Maintenance: All Instruments with the Service Agreement receive 1 Preventative Maintenance visit (“PM”) per year during business hours. • Remote Support by a trained technician via remote program access to troubleshoot on instrument during Business hours. • Service Level: Supplier shall use reasonable efforts to provide Customer on-site remedial maintenance during the stated coverage hours (8:00AM – 5:00PM) within twenty-four (24) hours of determination that an on-site visit is necessary.
