FlexCHOICE Instrument Service Coverage
Productivity up. Costs? Way down.
Unexpected downtime can drastically impact your organization’s ability to help customers and forward innovation. 82% of organizations experienced at least one unplanned outage involving critical assets over the past three years — resulting in lost production costs of an average $260,000 an hour.1
With Waters FlexCHOICE: mySystem Coverage2, you can safeguard against lost productivity and unexpected downtime with our three coverage options designed for your unique lab requirements.
1Vanson Bourne and ServiceMax, 2021.
2Soon available in all regions.
Overview
Reduce expensive downtime and optimize lab productivity and uptime
Maintain system peak performance
Address stringent compliance requirements
Manage and control costs
Customize your contract
Waters Service and Support Coverage helps you optimize your lab’s productivity while addressing your budget priorities. Customize the level of support and length of your contract based on your lab’s needs with the simplified FlexCHOICE ordering process, which provides easy-to-understand coverage descriptions, streamlined quotations, contracts, and invoices.
Which FlexCHOICE Plan Suits Your Lab’s Needs?
FlexCHOICE
Performance Maintenance
Superior maintenance care to ensure consistently peak performance
- Waters Labor Parts and Travel Coverage for One Scheduled Performance Maintenance (PM) per year
- Annual coverage which can be purchased post-warranty period
Additional Privileges
- Priority Waters Remote Support
- Access to Waters Knowledge Base
- Firmware Updates at time of PM
Best If
Your Instrument usage is low to medium or sporadic, and you can accommodate some downtime, but you do not have internal resources available to perform preventative maintenance
Available Discounts
On Parts/Labor/Travel for all repairs outside the performance maintenance visit4
Available Additional Services
Additional Performance Maintenance Events for challenging samples and harsh solvents
FlexCHOICE
Service and Support
Predictable service repair costs to minimize downtime
- Waters Labor Parts and Travel Coverage for All Major Repairs3
- Coverage for 2-5 years if purchased with instrument and 1-4 years if purchased post-warranty period
Additional Privileges
- Priority Waters Remote Support
- Access to Waters Knowledge Base
Best If
Your instrument usage is medium to high, uptime is important, but you have internal resources available to perform preventative maintenance activities
FlexCHOICE Service and Support with Performance Maintenance
Comprehensive repair and maintenance to ensure peak performance and productivity
- Waters Labor Parts and Travel Coverage for All Major and Minor Repairs and One Performance Maintenance per year5
- Coverage for 2-5 years if purchased with instrument and 1-4 years if purchased post-warranty period
Additional Privileges
- Priority Waters Remote Support
- Access to Waters Knowledge Base
- Firmware Updates at time of PM
Best If
Your instrument usage is high, uptime is critical, and you prefer a Waters trained service engineer to perform repair and preventative maintenance and/or you need additional services
Available Discounts
- 20% on Hardware Upgrades
- 15% on Educational Services
Available Additional Services
- Additional Performance Maintenance
- Instrument Qualification Services
- Ion Source Cleaning for Mass Spectrometer
- HPLC/Optical Detector Calibration
Additional Service Plan Options
Clinical level response time for remote support and repair visits to ensure uninterrupted operation
- Waters Labor Parts and Travel Coverage for All Major and Minor Repairs and One Performance Maintenance per year with 48 hour on-site response guarantee6 and 2 hour remote response guarantee of escalated events6
- Coverage for 2-5 years if purchased with instrument and 1-4 years if purchased post-warranty period
Additional Privileges
- Confirmation of System Performance After Every Field Service Engineer/Specialist Intervention
- Priority Waters Remote Support
- Access to Waters Knowledge Base
- Firmware Updates at time of PM
Best If
Your clinical LC-MS system is routinely used to obtain results which factor into decisions regarding patient health, instrument uptime is critical to your operations, and you prefer a trained Waters service engineer to perform system maintenance and all repairs
Available Discounts
- 20% on Hardware Upgrades
- 15% on Educational Services
Available Additional Services
- Additional Performance Maintenance Instrument Qualification Services
- Ion Source Cleaning for Mass Spectrometer
- HPLC/Optical Detector Calibration
Premier Assurance Plan
Our most comprehensive service plan, Waters Premier Assurance Plan* is designed for the laboratory that wants the highest level of service.
The Premier Assurance Plan provides a personalized web portal to track service and Performance Maintenance history and the highest-priority on-site repairs, typically within 48 hours.
*Where available.
Total Assurance Plan and Warranty
Waters Total Assurance Plan and Total Assurance Warranty incorporate our most commonly requested support features. They are designed for a laboratory looking for performance maintenance and the reassurance that they can get on-site support if an issue should arise.
Available during the first 90 days of system ownership, the Total Assurance Warranty plan extends your limited product warranty to give you full support coverage for a total of two years at significant savings.
Performance Maintenance Plan
The Waters Performance Maintenance Plan is designed for the laboratory with a limited budget that wants to ensure dependable operation and minimize unscheduled downtime. The plan includes an annual Performance Maintenance visit and a discount for other on-site repair calls.
During the visit, your Waters Field Service Engineer replaces normal wear-and-tear maintenance parts based upon a protocol developed specifically for your instrument. The engineer also looks for signs of wear, corrosion, and damage to key parts in order to correct problems before they impact your productivity.
Basic Assurance Plan and Warranty
Waters Basic Assurance Plan and Basic Assurance Warranty are designed for the laboratory that wants to leverage in-house resources and be protected against major repairs.
The Basic Assurance Plan includes on-site repairs and telephone support, with labor and travel for repair calls and Genuine Waters Quality Parts for repairs. The Basic Assurance Warranty is available at the time of instrument purchase and provides cost-effective protection for unscheduled repairs and peace of mind should a problem occur.
3Excludes normal wear and tear, maintenance parts, and the labor to install them
4Discounts vary by geographic region
5Only during a Performance Maintenance or inspection visit will Waters Field Service Engineer/Specialist install customer- installable normal wear and maintenance parts. Normal wear and maintenance parts are defined as parts and components in PM kits
6For clinical systems only over a standard five-day working week during normal business hours. Customer will receive a contract extension on the affected system for each day Waters is delayed
