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 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 | Φ | Φ | Φ | Φ |
| free consumable replacement | Φ | |||
| free PHI software upgrades | Φ | |||
| on-site emergency visits | unlimited | 6 | 1 & 30% discount off labor rates | 30% discount off labor rates |
| preventive maintenance visit | Φ | Φ | Φ | 30% discount off labor rates |
| free phone support | Φ | Φ | Φ | Φ |
| free factory repair of electronics | Φ | Φ | Φ | Φ |
| free labor for optics repairs | Φ | Φ | Φ | |
| free exchange or loaner equip | Φ | Φ | Φ | Φ |
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
