Software updates: If the software is still actively being supported, periodic updates to address known issues will be made available. See additional information here. 

Software upgrades: Periodic updates to the latest version of product software. Does not include features that are licensed for an additional fee.

Discount on consumable materials: Discount on materials that are consumed as part of the normal operation of equipment. Does not include third-party products or parts.

Support ticket response times: Per our Service Level Agreement (SLA), our support team’s commitment to a first response time from the date and time the ticket is logged.

Annual preventative maintenance (PM): Yearly servicing of equipment and/or replacement of ware parts to ensure proper operation.  This is performed during the annual on-site visit.

Calibration services: process of verifying and adjusting the equipment back to factory settings to ensure proper operation of the product.

GLP compliance: Formal process for ensuring that the operation and performance of the product under the customer’s use conditions, including reporting meet GLP requirements.

Annual IQ/OQ: “IQ”: Installation Qualification – the formal process for verifying the successful installation of the system. “OQ”: Operational Qualification – the formal process for verifying the operation of the system in the customer’s environment. This is performed either at initial installation, or if equipment is moved within the customer’s facility.

OQ: Operational Qualification – the formal process for verifying the operation of the system in the customer’s environment. Recommended annually.

Training at customer site: Service engineers will travel to the customer site and train the customer on proper use, operation, and maintenance of the hardware and software.  This is performed at the time of installation or during the annual on-site visit.

Scientific training/consulting: Working with the customer to identify best uses and methods to employ with the equipment to meet the customer’s study needs. Will be scheduled during the annual on-site visit or conducted virtually.

Virtual training: Scheduled virtually to train the customer on proper use, operation, and maintenance of the hardware and software (and appropriate installation of the system, when applicable). The customer is required to have camera capability for a virtual training session.

Training at Harvard Bioscience site: If the customer prefers, they may travel to a Harvard Bioscience site and work directly with service engineers to be trained on the proper use of hardware, software, and associated procedures required to operate the equipment. Please note that travel expenses to and from Harvard Bioscience are the responsibility of the customer.

Repair at Harvard Bioscience facility: Equipment may be shipped to one of our facilities for testing and repairs.

Loaner rental: If equipment is being serviced or repaired at one of our facilities, Harvard Bioscience can provide loaner equipment at an additional fee.

Repair depot discount: Discount applied to charges for repair services performed at factory depot. Discount on repair parts: Discount on parts required to perform repairs either at factory depot or at customer site.

Field repair: Process of a field technician going to customer site and performing repairs services.

Contract terms: Duration for which the above services are offered. Valid from date of payment received or equipment installation.