Service Contract Options

PHI offers a variety of contract types depending on your needs and budget. Options range from a Standard Elite Service Contract with a 48-hour response time and unlimited on-site emergency visits, to a Shared Service Contract with telephone support and loaner unit exchanges.

Described below are contract options available to customers throughout North America. Contact your local PHI service provider to learn about service contract options in your area.

Susan Wright
Contract Specialist, Customer Service
swright@phi.com
952-828-6442

Contracts at a Glance

	std elite	standard	university*	shared
*Available for University and Government customers only.
on-site response time	48-hours average	within 5 days	within 5 days	5 days upon receipt of PO
free defective part replacement	•	•	•	•
free consumable replacement	•
free PHI software upgrades	•
on-site emergency visits	unlimited	6	1	30% discount off labor rates
preventive maintenance visits	•	•	•	30% discount off labor rates
free phone support	•	•	•	•
free factory repair of electronics	•	•	•	•
free labor for optics repairs	•	•		•
free exchange for loaner equip	•	•	•	•

standard elite service contract

For customers who rely heavily on their PHI instrument for routine analysis, the Standard Elite Service Contract is for you. With consumable parts coverage, an unlimited amount of on-site emergency visits, and escalation protocol, you can be assured that your instrument will experience less downtime.

Average on-site response time within 48-hours
Scheduled preventive maintenance services
Unlimited on-site emergency service and troubleshooting visits
All defective parts coverage (including consumables)
No-cost exchange and loaner equipment (if available)
Escalation protocol
No-cost PHI software upgrades
Use of remote diagnostics

standard service contract

When system performance is critical, the Standard Service Contract is our most popular service offering. It includes one preventive maintenance visit, to ensure the instrument performs at its optimal level, and six on-site emergency visits. With this contract option, our trained Field Engineers will be able to assess the problem on location in order to return the system to optimal condition.

Annual preventative maintenance visit
Up to six on-site emergency visits by a qualified Service Engineer
Coverage on all defective parts (excluding consumables)
Labor for the repair of optics covered (excluding consumables)
Free use of loaner equipment
On-site response time within five working days
Use of remote diagnostics

university service contract

The University Service Contract provides a cost effective service solution for our University and Government customers. Combining features from our Standard Service Contract and from our Shared Service Contract, this option offers one preventative maintenance and one on-site emergency visit. Additional on-site emergency visits can be purchased at a 30% discount from our standard labor rates.

On-site response time within 5 working days
Scheduled preventive maintenance service
One on-site emergency visit
Defective parts coverage (excluding consumables)
Labor for the repair of optics covered (excludes consumables)
No-cost exchange and loaner equipment (if available)
30% discount on labor for additional FSE visits
Use of remote diagnostics

shared service contract

With the Shared Service Contract, the customer and PHI partner in the maintenance of the instrument. PHI provides knowledgeable technical specialists to assist you with system maintenance. Should the need for an on-site emergency visit arise, Shared Service Contract customers are given a discount on PHI’s paid service labor rates.

Free factory repair of electronics
Coverage on all defective parts, excluding consumables (optics not included)
30% discount off the standard labor rate for on-site emergency and preventative maintenance visits
No-cost exchange and loaner equipment, if available.
Use of remote diagnostics
Optics exchanges or repairs not included