Service Contracts

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

Contracts at a Glance

Contract Type STD Elite Stand­ard Uni­versity* Shared
On-Site Response Time 48-hours average 5 days average 5 days average 5 days average
Free Defective Part Replacement ✓ ✓ ✓ ✓
Free Consumable Replacement ✓ 0 0 0
Free PHI Software Upgrades ✓ ✓ ✓ ✓
On-Site Emergency Visits unlimited 6 1 & 30% discount off labor rates 30% discount off labor rates
Preventive Maintenance Visit ✓ ✓ ✓ 30% discount off labor rates
Free Phone Support ✓ ✓ ✓ ✓
Free Factory Repair Of Electronics ✓ ✓ ✓ ✓
Free Labor For Optics Repairs ✓ ✓ ✓ 0
Free Exchange or Loaner Electronics ✓ ✓ ✓ ✓
Free Exchange or Loaner Optics ✓ ✓ ✓ 0
Use of Remote Diagnostics ReACH ✓ ✓ ✓ ✓
DETAILS DETAILS DETAILS DETAILS

*Available on current systems and for University and Government customers only.

Contract Details

Standard Elite Service Contract

  • 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 reach

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.

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Standard Service Contract

  • Annual preventive 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 five days average
  • Use of remote diagnostics reach

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.

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University Service Contract

  • On-site response time five days average
  • 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 Field Service Engineer (FSE) visits
  • Use of remote diagnostics reach

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 preventive maintenance and one on-site emergency visit.  Additional on-site emergency visits can be purchased at a 30% discount from our standard labor rates.

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Shared Service Contract

  • 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 preventive maintenance visits
  • No-cost exchange and loaner equipment, if available.
  • Use of remote diagnostics reach
  • Optics exchanges or repairs not included

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.

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