SERVICE ADVANTAGE. Customer-Focused, Quality and Performance... TA Instruments leadership position results from the fact that we offer

Transcription

1 SERVICE ADVANTAGE Customer-Focused, Quality and Performance... TA Instruments leadership position results from the fact that we offer the best overall product in terms of technology, performance, quality, and customer support. While each is important, our demonstrated commitment to after-sales support is a primary reason for the continued loyalty of our customers. To provide this level of support, TA Instruments has assembled the largest worldwide team of field technical and service professionals in the industry. Others promise good service. Talk to our customers and learn how TA Instruments consistently delivers on our promise to provide exceptional service.

2 TOTAL ASSURANCE PLAN (TAP) A TA Instruments Total Assurance Plan (TAP) is a cost-effective way to protect your thermal analysis or rheometer investment. This agreement provides you peace of mind, knowing any problems that occur will be fixed rapidly at no additional charge. These agreements include the following features and benefits: ALL LABOR, TRAVEL EXPENSES AND REPAIR PARTS INCLUDED Should you have a problem, the entire cost to repair the problem is covered. Parts covered include DSC cells and furnaces. You only have one cost to consider when budgeting for maintenance on your system. INCLUDES ONE PERFORMANCE MAINTENANCE PLAN (PMP) VISIT Included in the cost of the agreement is a PMP visit during the covered period. A TA Instruments Field Service Representative will visit to insure the system is operating properly and calibrate using certified standards. DISCOUNT ON CELLS AND FURNACES Spare cells and furnaces can be purchased at a 10% discount, reducing operating expenses. GUARANTEED TRADE-IN DISCOUNTS For customers who maintain a TAP for multiple years, trade-in discounts of up to 40% for like-module replacements are guaranteed. These trade-in discounts significantly reduce the cost to upgrade, assuring access to the latest technology. GUARANTEED PRIORITY RESPONSE For those on a TAP, priority telephone support and 48-hour response time is guaranteed. This priority service insures that you receive the help needed to solve problems quickly.

3 INSTRUMENT RATE TAP Q10 1,975 Q100 2,250 Q1000 3,075 Q50 1,775 Q500 1,925 Q600 2,825 Q800 2,450 AR500/550 1,875 AR1000 2,100 AR2000 2,350 Accessories: RCS / LNCS / GCA / ETC / ETM / Autosamplers 400 TAP TRADE-IN DISCOUNTS The Total Assurance Plan provides for a guaranteed trade-in discount on like-modules based on the number of years that a system is maintained on the plan. The discount is calculated as follows: Years on TAP Discount 7 40% 8 30% 9 25% 10 20%

4 PERFORMANCE MAINTENANCE PLAN (PMP) A TA Instruments Performance Maintenance Plan (PMP) provides a cost-effective way to insure that your thermal analyzer or rheometer is always operating at peak performance. With a PMP, a qualified TA Instruments Field Service Representative will visit once a year to verify system operation. These agreements include the following features and benefits: ALL LABOR AND TRAVEL EXPENSES INCLUDED The plan covers all the labor and travel costs associated with a site visit by a highly qualified TA Instruments Field Service Representative who will verify system performance. In addition, up to one hour of additional labor is included to correct other minor problems that are identified. CALIBRATION USING CERTIFIED STANDARDS Many laboratories need periodic recalibration by qualified third-party personnel. With a PMP, a TA Instruments Field Service Representative will calibrate the system using certified calibration standards. For customers who wish to perform the calibration themselves, certified calibration kits are available for purchase. Contact your local office for a Parts & Accessories Price List. COMPLIANCE CERTIFICATE If the equipment passes all inspections during the PMP visit, the customer will be issued a TA Instruments certificate of compliance that can be used to satisfy external or internal quality documentation requirements. GUARANTEED PRIORITY RESPONSE For those on a PMP plan, priority telephone support and 48-hour response time is guaranteed. This priority service insures that you receive the help needed to solve problems quickly.

5 INSTRUMENT RATE PMP Q10 1,300 Q100 1,575 Q1000 1,850 Q50 1,300 Q500 1,575 Q600 1,950 Q800 1,575 AR500/550 1,300 AR1000 1,400 AR2000 1, DSC 1, / 2920 DSC 1, TGA 1, TGA 1, SDT 2, TMA 1, DMA 1,775 CSL2 100/500 1,300 Accessories: RCS / LNCS / GCA / ETC / ETM / Autosamplers 300

6 DEMAND SERVICES Demand service is available if you elect not to cover your instrument with a Total Assurance Plan (TAP). The service provided in either case is rapid and of equal quality. Demand services include the following features and benefits: THE COST DEPENDS ON THE SERVICE REQUIRED With demand services, you pay for the labor, travel, and parts associated with a specific problem. The cost will vary based on where you are located, so contact your local office for pricing. QUALIFIED FIELD SERVICE REPRESENTATIVES TA Instruments employs the most qualified, professional Field Service Representatives in the industry. Our technicians specialize in the instruments they service and possess the skills needed to evaluate and correct problems quickly. QUALITY TA PARTS Any parts required are quality TA parts and are charged at current prices in effect at the time of service. The use of quality TA parts insures that your system operates at peak performance. PERFORMANCE VERIFICATION Once a problem is corrected, the Field Service Representative will verify system operation. TA calibration materials will be used to verify operation if necessary.

7 THE IQ/OQ PRODUCT OFFERING The FDA and GLP require companies to certify and validate instrumentation. TA Instruments Installation Qualification (IQ) and Operational Qualification (OQ) procedures are targeted to meet that need. If the IQ/OQ package is purchased with the original system, our Field Service Representative will complete the procedure at no additional cost when performed during the normal installation visit. For customers with a TAP, IQ/OQ or OQ can be purchased for the system at any time and the procedure will be completed by the TA Instruments Field Service Representative at no additional cost. Alternatively, the customer can purchase the IQ/OQ or OQ package and take responsibility for performing and certifying the validity of the procedure. To obtain the IQ/OQ or OQ package (Windows NT and 2000 only), order: IQ/OQ (Thermal Controller & 1 Module) 3,300 IQ/OQ (Thermal Controller & 2 Modules) 4,900 IQ/OQ (Thermal Controller & 3 Modules) 6,500 IQ/OQ (Rheology System) 3,100 IQ/OQ (21CFR11 Server) 4,900 OQ (Thermal Controller & 1 Module) 2,500 OQ (Thermal Controller & 2 Modules) 3,250 OQ (Thermal Controller & 3 Modules) 4,050

8 LEATHERHEAD, ENGLAND PARIS, FRANCE ALZENAU, GERMANY BRUSSELS, BELGIUM ETTEN -LEUR, NETHERLANDS MILANO, ITALY BARCELONA, SPAIN STOCKHOLM, SWEDEN TERMS AND CONDITIONS TOTAL ASSURANCE PLAN (TAP) TERMS AND CONDITIONS PERFORMANCE MAINTENANCE PLAN (PMP) Contract is for a single visit in a period of (12) twelve months on a fixed date and will be billed in advance for the entire period. The contract will be automatically extended at the end of the period. TA Instruments must be notified in writing of contract termination at least one month before the expiration of the contract. TA Instruments reserves the right to terminate the contract without indication or reason. Prices will be adjusted for inflation every year, but changes of more than 5% will be communicated in writing at least one month before expiration of contract. National law covers this contract in the event of any dispute. A PMP can be obtained separate from any other service plans offered. The PMP includes calibration with certified standards. Unless the customer instructs otherwise, we verify that the instrument functions within factory specifications. The customer will be consulted prior to replacing any parts. During the visit, any minor repairs that take less than one hour will be made at no extra charge, except for the cost of parts. A TA Instruments certificate of compliance will be issued if the instrument meets factory specifications. All work performed will have a 3-month guarantee. Items not covered by the contract include securing measurement results by the use of loaned equipment, interface problems between TA Instruments systems and third-party equipment, and normal maintenance typically performed by the customer (such as cleaning or replacing filters and cells, and maintenance and breakdown of computers and printers). Contract is for one year and will be billed in advance for the entire period. The contract will be automatically extended at the end of the period. TA Instruments must be notified in writing of contract termination at least one month before the expiration of the contract. TA Instruments reserves the right to terminate the contract without indication or reason. Prices will be adjusted for inflation every year, but changes of more than 5% will be communicated in writing at least one month before expiration of contract. National law covers this contract in the event of any dispute. A TAP can only be purchased for a specific instrument if all accessories for that instrument are also included as part of the plan. TA parts will be used for repair. All faulty parts automatically become the property of TA Instruments. TA Instruments reserves the right to modify and/or update the instrument or software at no charge in order to improve performance. DSC cells and furnaces are covered by the contract, but will be replaced only if the thermocouple is defective or furnace windings are open. DSC cells or furnaces which need replacing for other reasons are available at a 10% discount. Items not covered by the contract include consumables like DSC and TGA pans, TGA hang-down wires, SDT beams, and calibration materials. Also not covered are problems associated with environmental conditions, securing measurement results by the use of loaned equipment, interface problems between TA Instruments systems and third-party equipment, repairs necessary due to customer negligence, maintenance and breakdown of computers and printers, and damage caused by external sources. Routine maintenance is the responsibility of the customer.