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Technical Services You Invested in Sysmex for Quality, Accuracy, Reliability and Functionality

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Technical Services You Invested in Sysmex for Quality, Accuracy, Reliability and Functionality Technical Services You Invested in Sysmex for Quality, Accuracy, Reliability and Functionality. Safeguard Your Investment With Sysmex Technical Service That Exceeds Your Expectations. Achieve your operational goals and objectives with responsive, comprehensive technical support for Sysmex instrument systems and software. Depend on Sysmex Just as you rely on Sysmex hardware and software for reliability, innovation and automation, you can depend on Sysmex Technical Support for leading edge, flexible service solutions to meet your requirements. H E O How Are We Different? T T O l M In E R E Consistently ranked #1 in service by our customers through independent surveys,* Sysmex’s unique and comprehensive service expands your peace of mind through: • On site response – prompt, highly qualified • Hotline – quick, experienced phone support E • Field upgrades – hardware and software F S I E n • Remote, secure internet access between l O D P U S P E your lab and our 24/7 staff for proactive G R R TE A SI instrument monitoring, automated DE n S O peer-comparison and easy calibration verification Our Qualifications Our skilled field service representatives are committed to keeping your laboratory operating at peak performance levels. Every member of this team has participated in more than 100 hours of hands-on, professional classroom training and has extensive experience in servicing Sysmex instruments. They continuously update their skills and product knowledge by participating in our mandatory training programs. Independent data shows that we have the best first-time repair rate and service response time in the industry.* *Ranked #1 by IMV ServiceTrak™ 2009. Details available upon request Depend on our Telephone Assistance Center (TAC) Your first line of support is our Technical Assistance Center, staffed by skilled in-house and field-based technicians who have an in-depth knowledge of Sysmex instruments, reagents, controls, software interfaces and information technology. We take the time needed to answer your questions and accurately solve your problem on the phone, keeping your operation running with optimal efficiency. If your request is more complicated — and requires an on-site visit — a certified Sysmex TechServices Representative will respond promptly. System Upgrades As performance-enhancing upgrades become available, Sysmex service can install the upgrade and verify system performance. Upgrades are completed based on your schedule to minimize disruption in your lab. Connectivity and Monitoring We monitor and track key data, sent from your instrument 24/7, driving proactive support of your Sysmex products. We automate and streamline your manual steps to access relevant peer comparison data with our Insight™ IQAP Program. Calibration verification can be scheduled to meet your timing and convenience requirements. The security of your IT system and your data is critical. We ensure this by the use of encryption, SSL authentication and access privileges. Your instruments are firewall-protected with the same privileges as your other desktops. The SNCS™ (Sysmex Network Communication System) connection is always initiated by the instrument and is only valid to the remote service server for use by Sysmex applications. SNCS continuously and securely manages these important communications, so you don’t have to. Your Program Choices With Sysmex, you have a range of choices to meet your hours of operation and level of services** needed. Each is matched to the features you want. On-site Service SNCS™ Program**** Coverage Proactive Service Insight™ e-Verify TAC Cost Business Hours Mon-Fri/8-5 • • • • Fixed Extended Business Sun-Sat/8-5 • • • • Fixed Hours Preventative Main- Mon-Fri/8-5 • • • Variable tenance Only Hourly Billed Mon-Fri/8-5 • Variable Depot Service (pocH-100i only) Program Exchange Compliance TAC Cost Shipping Warranty or Repair Documentation Arrangement Depot Repair Repair • • Fixed Pre-paid round trip 30-Day and Return Depot Exchange Exchange • • Fixed Pre-paid round trip 30-Day Program Hourly Billed Repair • • Variable Billed based on cost 30-Day ** Available programs vary with product and location. *** For biomedical engineering training, contact your Sysmex account manager. ****Consult your account manager for all program details. Our Technical Service Programs Offer You Many Options Business Hours Service provides on-site service by our TechServices Representatives Monday through Friday, from 8 a.m. to 5 p.m., local time. Preventive maintenance coverage for your instruments is included. Our Technical Assistance Center (TAC) is available to you 24/7. A knowledgeable TAC staff member can resolve your problem or suggest the most timely and effective solution. Key features: • Certified Sysmex TechServices Representatives • Two-hour telephone response • Genuine Sysmex replacement parts • Preferred time and materials rate for off-contract maintenance needs • Flexible invoicing options Extended Business Hours Service provides all of the above, plus coverage on Saturday and Sunday business hours. Preventive Maintenance (PM) Service provides all the scheduled maintenance services listed in the instrument’s technical manual for a flat fee and ensures that your equipment is calibrated properly. It also provides all the required regulatory documentation for your records. These programs are available for: • XS-Series • XT-Series • XE-Series • K-Series • HST-Series • Alpha-Series •CellaVision™ DM Series • UF-Series •Diesse Ves-Matic Cube Systems Our pocH-100i Service Programs Keep Your lab Productive and Efficient Repair and Return is dedicated to providing your staff with quick response and resolution of issues related to instrument problems. If your pocH-100i instrument requires service, we repair it in our Sysmex Depot Center and return it via express delivery to you, fully calibrated and ready to verify and run. Exchange Program is a convenient and simplified method for quickly responding and resolving an instrument problem. If it’s determined during a telephone call to Sysmex that a replacement instrument is needed, it’s shipped via express delivery. You return the down instrument to Sysmex, using the pre-paid shipping label, in the same shipping crate. All you need to do is verify the calibration of the replacement instrument before putting it into service. Key Features: • TAC telephone support Monday-Friday, 7 a.m.-7 p.m. Central Time Depend on Sysmex Technical Services to Keep Your laboratory • Factory trained, Sysmex-certified technical Running with Sysmex. and depot repair staff • ISO 9001 Certified Facility • On-site response • Exchange instrument to you within 24 hours* • Hotline (TAC) • Pre-paid, round-trip shipping for express instrument • Field upgrades return (Repair and Return Program) • Proactive instrument monitoring • 30-day warranty on recertified instrument • Automated peer-comparison *Where 24-hour express delivery is available • Easy calibration verification SYSMEX CORPORATION Sysmex DO BRASIL Industria` E Comercio` Ltda Sysmex UK, LTD. 1-5-1 Wakinohama-Kaigandori, Chuo-ku, Rua Joaquim Nabuco, 615 - Bairro Cidade Jardim Sysmex House, Garamond Drive, Wymbush Kobe 651-0073, Japan Sāo José dos Pinhais Milton Keynes, Buckinghamshire, Mk8 8DF, U.K. Tel. +81 (78) 265-0521 Paraná – Brasil – CEP 83040-210 Tel. +44 (870) 9029270 Fax +81 (78) 265-0530 Tel. +55 (41) 2104-1314 Fax +44 (870) 9029211 www.sysmex.co.jp Fax +55 (41) 2104-1300 www.sysmex.co.uk www.sysmex.com/br SYSMEX AMERICA, INC. Sysmex SINgAPORE PTE, LTD. One Nelson C. White Pkwy, Sysmex Europe gMBh 2 Woodlands Sector 1, #01-06 Woodlands Spectrum, Mundelein, IL 60060, U.S.A. Bornbarch 1, 22848, Singapore 738068, Singapore Tel. 1-847-996-4500 Norderstedt, Germany Tel. +65 (6221) 3629 Fax. 1-800-996-0957 Tel. +49 (40) 52726-0 Fax +65 (6221) 3687 www.sysmex.com/usa Fax +49 (40) 52726-100 www.sysmex.com.sg www.sysmex-europe.com SYSMEX CANADA, INC. Sysmex ShANghAI, LTD. 5045 Oribitor Drive, Building 9, Suite 401, Sysmex Canada, INC. 5th Floor, New Shanghai International Tower, Mississauga, ON L4W 4Y4, Canada Sysmex Deutschland GMBH 360 Pudong South Road, Shanghai, 200120 China Tel. +1 (905) 366-7900 Bornbarch 1, 22848, Tel. +21 (6886) 3300 Fax +1 (905) 366-7899 Norderstedt, Germany Fax +21 (6886) 3355 www.sysmex.ca Tel. +49 (40) 5341020 www.sysmex.com.cn Fax +49 (40) 5232302 www.sysmex.de Cert no. SW-COC-002987 Program availability varies by location. © 2009 Sysmex America Inc. Programs and specification subject to change Document Number MKT10-1108 09/2009 1M without notice..
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