You decide the level of service for each element of the contract. Response to site can be from within 8 hours or up to next working day.
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Telephone support can be enhanced to 24/7 cover.
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Instrument warranties can be extended under the contract to provide fixed costs for maintenance.
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Configuration back-ups of equipment and PCs can be included to enhance up time.
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On site spares can be provided to ensure that instrument failure causes the least amount of plant disruption.
Elements of the contract may be passed onto the next year if they are unused. The contract will clearly show the levels of support being provided and the amount of time contracted to give complete transparency to the agreement.
