Service Contracts

SURE™ Services

At Alfa Wassermann, customer support is our cornerstone. So we strive not only to provide the highest quality ultracentrifugation products for your needs, we are also committed to comprehensively responding to your service and support needs long after a purchase. And that's where our System Uptime REassurance (SURE™) Services come in.

SURE Services are our customer support programs, and they help provide you with efficient, trouble-free operation of your system for many years. Available worldwide, our wide range of SURE Services include:

In-Field Service

Telephone Support

Factory Repair and Maintenance

Preventive Maintenance and Emergency Visits

Training

Rotor Management

In-Field Global Service Coverage

Our direct technical support and service team of Field Service Engineers (FSEs) are among the most service-oriented and knowledgeable technicians in the industry with, on average, over 20 years experience on our ultracentrifuge systems. Our FSEs provide global service coverage and are thoroughly familiar with customers' applications. When necessary, our FSEs can also call upon system and applications specialists at one of Alfa Wassermann's Global Centers of Excellence and Technologies to access further support and guidance.

Telephone Support

You may not always require an FSE to make a site visit. Sometimes, you may just have questions about maintenance, software, rotors, or other troubleshooting issues. KII and PKII ownership provides you with direct, toll-free, telephone access during business hours to Alfa Wassermann's own Technical Specialists who can help you find the answers to your questions. Telephone support is included for a one-year period with purchase of a KII or PKII. Additional support time is inclusive with any SURE™ Extended Protection Plan.

International +31 348 487 300

US & Canada 800-220-4488 X 139

Factory Repair and Maintenance

Alfa Wassermann maintains a global network of service facilities where repairs and maintenance can be performed on customer-owned systems on or off warranty. For those users who prefer to service their own units, Alfa Wassermann also offers a full range of components and spare parts.

Preventive Maintenance and Emergency Visits

Preventive Maintenance (PM) and emergency visits are offered exclusively as part of every SURE™ Extended Protection Plan. The number of included PM and emergency visits vary by SURE™ Program plan level. Service reports are always provided for all visits.

An Alfa Wassermann representative can provide more information on any of our SURE™ Service Programs.

Training

For all new system sales, a complete training course is conducted at your facility during installation. For current users in need of further training, our training programs will be performed on-site or at our facility by one of our experienced Field Service Engineers.

• Systems operations

• System maintenance

• Rotor handling

• Application development

Rotor Management

Full benefits of the Rotor Management Program contracts are explained on the website.