Service & Maintenance Options

Our service agreements offer prioritised support, fixed operational costs, and guaranteed performance standards to ensure you meet your throughput targets.

Support

Best for: Expert users who want a digital safety net

• 🖥️ Remote Support: Priority access to Nu specialists via email, phone, and remote desktop (<48hr response)
• 🩺 Diagnostics: Remote sessions to diagnose issues before incurring cost for a visit
• 💾 Software: Remote support for software errors and patch updates
• 🛠️ Spares, Consumables & Labour: Discount on all spare/consumable parts and on-demand engineer labour
• ⚠️ Note: This tier does not include consumable parts or preventative maintenance

Preventative

Best for: Ensuring instrument longevity and data validity

• 🖥️ Includes all Support benefits, plus:
• 👨‍🔧 Engineer-Led Maintenance: Annual visit by a qualified Nu engineer for factory-standard Preventative Maintenance (PM) and health check
• 🩺 Instrument Health Check: Performance verification and improvement recommendations
• 🧰 PM Consumables: Full manufacturer’s PM kit provided during annual visit
• ⚡ Faster Support: Priority email response time reduced to 24 hours
• 🏷️ Discounted Repairs: Discounted rates on labour and parts for breakdowns between PM visits

Assurance

Best for: Labs seeking a buffer against unexpected cost

• 🖥️ Includes all Preventative benefits, plus:
• 🚨 Unscheduled Intervention Cover: Labour and parts for one unexpected breakdown visit per year
• ⏩ Priority Status: Breakdown calls prioritized ahead of non-contract customers
• 📦 Automated Consumables: Annual kit shipped automatically to keep you fully stocked

Comprehensive

Best for: High-throughput labs requiring total cost predictability

• 🖥️ Includes all Assurance benefits, plus:
• ♾️ Unlimited Breakdown Coverage: All travel, labour, and parts covered for any number of unscheduled interventions (excluding 3rd party items)*
• ⏱️ Guaranteed Response: 5-day engineer on-site response time

Elite

Best for: Mission-critical environments requiring total ecosystem protection

• 🖥️ Includes all Comprehensive benefits, plus:
• 🧩 Ancillary Coverage: Full coverage for third-party items*
• ☢️ Contamination Protection: Coverage for non-returnable spare parts (due to radioactive/hazardous contamination)
• 🚀 Elite Response: Same-day remote response and 1st priority for on-site dispatch
• ⚠️ Note: This tier is not applicable for GDMS (Astrum)
• 🔬 Primary Lens Stack Replacement: A designated spare lens stack is provided to facilitate straightforward replacement procedures.
   

*Only a limited selection of parts, such as desolvators and autosamplers supplied by Nu Instruments are considered third-party items.

For customers who require occasional support, we offer dedicated on-site service visits to diagnose faults, carry out repairs, and restore instrument performance. Services are provided on a daily-rate basis, giving you the flexibility to access expert assistance whenever needed.

Please note that repair requirements can vary, and the full scope of work may not be known until the instrument has been assessed. As a result, total repair costs cannot always be confirmed in advance, and response priority is given to customers with active service agreements.

Turn an unexpected repair into long-term protection. In many cases, the cost of a repair can be combined with an Assurance Service Agreement, providing 12 months of ongoing coverage for a single fixed price. In addition to resolving your current issue, Assurance contracts include a preventative maintenance visit from an expert Nu engineer, helping to maximise instrument performance and reliability. 

Please note that this option is not available for every repair and depends on the nature and extent of the fault.

Available as a chargeable service, or included with every service contract package. We can remotely connect to your instrument PC and implement software fixes or perform initial diagnostics.