What is a Service Level Agreement (SLA)?

We know that nothing makes a laboratory more productive than well-maintained equipment and a staff that is well-trained in its use.  Take advantage of our service options to safeguard the investment you have made in our products.

Support above-and-beyond warranty related issues is offered in the form of Service Level Agreements.  If there are no specific problems with the product, then the type of support you are looking for would be covered under a Service Level Agreement (SLA).

As implied by the name, differing “levels” of service are offered, and you can choose the level of support that best suits you.  SLAs offer technical support coverage over-and-above the basic product warranty, and they are priced accordingly.

SLAs are offered on most products, so this is an important option to consider at the point of purchase.  Although it is usually better to purchase the SLA up-front, if you realize after you have received a product that you will need a higher level of support, it is possible to purchase an SLA after-the-fact.

Two SLA options are available:

• Level 1 / Distance Support – This SLA offers support for up to 10 incidents with a specific product by telephone, fax or e-mail.  An incident is classified as a question concerning a specific function of a given product.  We expect most of these incidents to be of the “how do I use this product to achieve the following” ilk.  A Level 1 SLA also includes parts, labor and one-way shipping for repairs on covered products.
• Level 2 / On-Site Support – This SLA offers unlimited distance support incidents plus on-site support for up to 2 incidents.  A Level 2 SLA also includes parts, labor and one-way shipping for repairs on covered products.  As a further safeguard, a Level 2 SLA also includes an annual on-site preventative maintenance visit.