My Clinic is in the United States
My Clinic is in Canada
Helping you to Focus on your Core Business
In today’s busy laboratories, downtime due to equipment failure is not an option.
In fact, ensuring your equipment is fully functional at all times is essential to the success of your laboratory.
We want to help you maintain your focus on your core business and our Service Plans will give you the confidence that your equipment will not let you down.
We offer a range of contract options to suit your needs. In fact, we cover it all: contracts providing preventative maintenance and service, reliable access to spare parts, product training and online handling of service requests. We think of ourselves as a partner to your lab, helping to improve its efficiency and effectiveness.
The Service Plan offers you the highest professional standards.
As a CooperSurgical Fertility Companies Service Plan holder you have 100% confidence in the level of service and parts that you will receive.
Only CooperSurgical Fertility Service Engineers are authorized to maintain and repair our products and supply approved parts.
In addition, our Service team are able to provide full and up-to-date instrument maintenance records, on request.
This includes IQ, OQ level to support your PQ activities, and we can help you meet ISO15189 requirements and other mandatory requirements for equipment and materials (as laid out by such regulators as the Human Fertilisation and Embryology Authority (HFEA) in the UK and the American Society for Reproductive Medicine (ASRM) in the USA).
We provide support at the highest level out on the open road
Through annual preventative maintenance and servicing, our Service Engineers will keep your equipment in good working order.
To cover you on the rare occasion of an unexpected breakdown, our dedicated Service Engineer is available at the end of the phone, backed up by a team of mobile CooperSurgical Fertility Service Engineers, fully equipped with all the special tools, spare parts and documentation needed to come to the rescue.
We ensure a high degree of product knowledge
This means CooperSurgical Service Engineers undertake training and follow up testing in everything from product features and technicalities to administrative tools and customer relationship training.
We ensure CooperSurgical Service Engineers have access to the correct stock of spare parts and the latest software patches
For you this means that in the case of an emergency, we can ship an over night delivery – putting you back to work in no time.
We deliver quality customer care
Every action taken, from scheduling a service or an emergency service visit, to spare part delivery status, is tracked and managed by our online customer care system. This way all of our team can respond professionally, efficiently and to the highest standards.
Service Options Specifications
| Service Options Specifications | Bronze | Silver | Gold |
|---|---|---|---|
| Service visits | 1 | 1 | 1 |
| Length of contract | One Year | One Year | One Year |
| Emergency callout | – | 1 | 2 |
| Additional callout discount rate | 10% | 20% | 30% |
| Discount off parts required | 10% | 20% | 30% |
| Email support within one working day | |||
| One telephone number for all aftersales calls |
Gold
The extended service coverage for those who want further peace of mind.
In addition to the Silver Plan you will benefit from one additional emergency callout and a 30% discount on additional callouts and necessary spare parts.
Silver
Ideal for the busy IVF laboratory who require on-site support reassurance.
The Silver Plan offers one emergency callout in addition to the Bronze Plan. You will also benefit from a 20% discount on additional callouts and necessary spare parts.
Bronze
This contract is designed for those customers who wish to keep their equipment in optimum condition.
During an annual visit, our CooperSurgical Fertility Service Engineer not only services your equipment, but addresses any minor problems you may not have noticed before they escalate – helping to ensure your equipment has a long and trouble free life. Bronze contract holders are also able to take advantage of a 10% discount on the cost of additional callouts and necessary spare parts.
Additional annual service visit
Under the Silver and Gold coverage, it is possible to arrange an additional on-site service visit, using one of your emergency call-out credits. This would be
suitable if you prefer to service only some of the equipment at a time, to facilitate activity planning and to minimize disruption.
Overview of our Integra Micromanipulator Servicing
Clean and lubricate of the device and components
• Replacement of consumable parts, ie bearings, springs, o-rings
• Complete set up of system to eliminate freeplay and ensure all controls are centralized
• Full pipette set up to ensure rapid pipette set up for end users
• Full calibration of heated plates
• Full test of air syringes and replacement of seals if necessary
• Full system test to ensure correct operation
• Temperature validation and certification for all measuring devices used to test the system
• Full documentation to include service report and data
• 12 months unlimited email and telephone support
Overview of our Saturn Laser Servicing
Microscopic inspection and cleaning of the fibre optic patch cable ends
• Laser alignment to eliminate the possibility of drilling into live cells
• Clean objectives, mirror module and control box
• Laser target calibration to ensure accuracy to <1 micron
• Objective calibration to ensure accuracy of software measuring tools
• Hole size calibration
• Software update, where applicable
• Full system test
• Full documentation to include service report and data
• 12 months unlimited telephone and email support
Overview of our RI Witness Servicing
• Check all cabling, tightening, replacing and tidying where necessary
• Check hardware functionality
• Check antenna tuning and adjusting where necessary to correct specification
• Check heated antennas for temperature calibration and adjusting where necessary
• Touchscreen calibration
• Check Work Area configuration software and amend where necessary
• Update WorkArea Software and Lab Manager Software to most current version where
possible. Some collaberation with lab IT personnel to ensure IT software updates meet
clinic IT Guidelines.
• Test all work and admin areas to ensure correct operation
• Full service report to include service report & data
• 12 months unlimited email and telephone support
Overview of our Class I Workstations Service
• Full air flow calibration
• Perform air quality down flow test
• Pre filter change
• Full heating system calibration
• Inspect all seals
• Change exterior humidifier tubing
• Inspecting and clean light source
• Cleaning and calibration of heated glass
• Update software as required
• Full documentation to include service report and data
• 12 months unlimited email and telephone support
Overview of our Class II Workstations Service
Full air flow calibration
• Perform air quality down flow test
• Pre filter change as required
• Full heating system calibration
• Inspection of all seals
• Verify alarm level settings
• Change exterior humidifier tubing
• Inspecting and clean light source
• Cleaning and calibration of heated glass
• Update software and save parameters as required
• Full documentation to include service report and data
• 12 months unlimited email and telephone support
• Window adjustment and strap inspection (Origio Mars)
Overview of our Work Chamber Service
Perform air quality test
• Pre filter change
• Full heating system calibration
• Inspect all seals
• Change CO² sensor as required
• Gas calibration CO² and O²
• Change of UV lamp
• Change of O² sensor
• Update software as required
• Full documentation to include service report and data
• 12 months unlimited email and telephone support
Overview of our Incubators Service G210 G185
Full system test
• Temperature calibration
• CO² and O² Gas calibration
• Change of inline HEPA and VOC filter
• Change of UV lamp
• Change of O² sensor
• Review and updating software status
• Change inlet filters
• Change CO² sensor as required
• Full documentation to include service report and data
• 12 months unlimited email and telephone support
Overview of our Planer Incubator Service
Full calibration of the incubator
• Perform safety tests
• Air filter inspection and replacement as required
• Full system test
• Full battery backup test
• Battery exchange to be performed every 3-4 years
• Full test of the chamber lid switches
• Inspect lid seals and replace as required
• Inspect the top heater plate ribbon cables
• Full documentation to include service report and data
• 12 months unlimited email and telephone support
Overview of our Small Products Service
G85 G95 R65 T47 T45 HT37 WP37
• Full calibration
• Full system test
• Full battery test as required
• Replacement of tubing as required
• Full documentation to include service report and data
• 12 months unlimited email and telephone support
Maintenance service for inverted, stereozoom or upright microscope
• Check for defects
• Cleaning of the frame and objectives
•Inspection of and cleaning of the eyepieces
• Full optical alignment of all adjustable optical components (Including Modulation Contrast, Phase Contrast & Differential Interference Contrast where fitted)
• Preventative maintenance replacement of the bulb (halogen only)
All Other Product Servicing
For all other items sold by CooperSurgical Companies, on-going support will be provided by our Service department on a product specific basis.
Fertility Equipment Customer Support
Additionally, all customers covered by service contract are entitled to unlimited first line support. All service enquires concerning ORIGIO, Research Instruments and K-Systems equipment can be directed to our Fertility Equipment Customer Support at:
EUROPE
For regional support in local languages please click here to contact the local technical team in your country.
E-mail: [email protected]
Lines open: 8am-4pm Monday to Friday (GMT)
NORTH AMERICA
Tel: 877-349-3239
Service Email: [email protected]
Lines open: 8am-6pm Monday to Friday (EST)
In case of emergency breakdown, front line support will assist the customer and/or schedule a service visit. If required, we aim to be able to get a Service engineer onsite within 48 hours*, however this cannot be guaranteed. For non-emergency breakdowns, the response time will normally be within 5 working days from receiving the request.
For more information, contact your Sales Representative.
*Applies to countries within Europe or other countries where CooperSurgical have direct support. Please check with your local CooperSurgical sales team for further details.
Product Warranty
Equipment sold by CooperSurgical Companies includes a warranty, as specified on the Product Warranty Card. Within that period, it is the buyer’s responsibility to follow the procedures of correct use, maintenance, and repairs, as outlined in the user manual.
NOTE: Product failure due to lack of product maintenance by a certified service technician will not be covered by equipment warranty. (Refer to the Product Warranty and User Manual for more information)
You can register your product online by clicking the button below.
