Instrument Warranty Plans

Assisting you is our first priority! Azure offers a variety of service plans to best fit your needs for warranty and service. We have a dedicated team of experts who are fully committed to guaranteeing flawless performance of your  equipment. 

Service Plans

We offer on-site assistance to our customers in the United States or virtual troubleshooting that is customized to your specific needs for our international customers. Our world-class instruments are guaranteed to meet your unique needs. Each instrument undergoes an extensive check-list prior to shipment and includes a standard one‑year warranty. During this warranty period, you have the choice to extend the length of your service agreement through the addition of optional services.

If you need to check the warranty on your instrument, schedule a PM, or add additional warranty, please use this form.

Compare Service and Warranty Options

Warranty
Contract
Service
Contract
Premium
Contract
Direct telephone supportUnlimitedUnlimitedUnlimited
Email supportUnlimitedUnlimitedUnlimited
Remote access troubleshootingUnlimitedUnlimitedUnlimited
Software updates
Firmware updates
ON-SITE SERVICE
Technician travel costs
Labor
Shipping costs
Cost of certified parts
DEPOT SERVICE
Labor
Shipping costs
Cost of certified parts
PREVENTATIVE MAINTENANCE VISIT
Diagnostic of system functions
Inspection of imaging components
Training session on proper use of equipment and applications

Warranty Contract

All new equipment from Azure Biosystems comes with a standard 1-year warranty, unless upgraded at time of purchase. A warranty contract can also be added on during the original purchase time or later on.

Warranty contracts include:

  • Direct telephone and email access to our technical support department during standard business hours for expedited troubleshooting of hardware and software issues (includes troubleshooting directly on the customer’s networked system using remote access software)
  • Includes certified Azure Biosystems parts (excluding consumables)
  • Software updates for product and parts under contract
  • Depot service – labor cost for repairs at Azure Biosystems are covered.
  • Shipment costs related to the repair

Service Contract

A Service Contract can be added on during the original purchase time or later on.

Service contracts include:

  • Direct telephone and email access to our technical support department during standard business hours for expedited troubleshooting of hardware and software issues (includes troubleshooting directly on the customer’s networked system using remote access software)
  • Includes certified Azure Biosystems parts (excluding consumables)
  • Software updates for product and parts under contract
  • Field service
  • Depot service – labor cost for repairs at Azure Biosystems are covered.
  • Shipment costs related to the repair

Premium Service contract

A Premium Service Contract can be added on during the original purchase time or later on.

Premium Service contracts include:

  • Direct telephone and email access to our technical support department during standard business hours for expedited troubleshooting of hardware and software issues (includes troubleshooting directly on the customer’s networked system using remote access software)
  • Includes certified Azure Biosystems parts (excluding consumables)
  • Software updates for product and parts under contract
  • Field service
  • Depot service – labor cost for repairs at Azure Biosystems are covered.
  • Shipment costs related to the repair
  • One preventative maintenance visit over the lifetime of the contract scheduled at your convenience

Preventive Maintenance (PM)

PM visits can prolong instrument life, prevent various issues, and keep your instrument running at peak performance.

Preventative maintenance includes:

  • Inspection of system imaging components (cabinet, UV Transilluminator, camera, and light sources)
  • Diagnostics performed on basic system functions
  • System specifications verified and adjusted if needed
  • Any needed software, firmware, or driver updates will be performed
  • Repairs and replacements will be brought up to the customer
  • Repair work required on the system that is preapproved by the support team and then approved by the customer onsite will be performed during the same appointment, time permitting or options for repairs will be discussed
  • System will have all working surfaces cleaned.
Note: A Premium Service Contract includes a PM visit; however, you can always request a PM visit on an ad hoc basis.

Repair Service

If you need repair on an instrument, contact our Technical Support team with more details so they can evaluate the functionality of your instrument. After evaluation, a service quotation will be provided with current repair rates.

Loaner System

If the your system is in need of serious repair and you would like a system to fill the void of being without a system, you can request the use of a loaner system to offset the downtime. The use of a loaner system is dependent on system availability. If a loaner unit is available, the customer must agree to the model that is being offered. The loaner system will be sent out in a reusable crate, the damaged system will be place into the same crate and sent back to Azure Biosystems. Once the system is repaired, the same reusable crate shall be used to ship back the fixed system and the loaner system will be placed inside the crate and shipped back upon completion.

Installation

For instruments that require installation, installation options are available for on-site assistance, assembly, set-up, testing and training to ensure proper installation.

Installation Qualification/Operational Qualification (IQ OQ)

The IQ OQ validation package includes everything necessary to satisfy your validation requirements. An Azure Biosystems-trained representative will perform the IQ OQ using factory-designed protocols.

Equipment Relocation

Most of our instruments are easy to relocate and can easily be be done by yourself. If you have any questions about relocating, please email support@azurebiosystems.com with more details.

We bought the C600 a few years ago and use it mostly for imaging of Westerns. We are very happy with the capabilities of the system and the recommended reagents, although other reagents also work. I am most impressed with their service. We had some water damage in the lab and the instrument got soaked. Azure sales rep and technicians responded the same day and guided us through diagnostic procedures but in the end we had to ship the instrument back to Azure for service. They organized the shipping and provided a loaner, so we never were without instrument. Excellent service.

Ernst Reichenberger
Ernst Reichenberger
Professor, Department of Reconstructive Sciences, UConn Health

FAQs

Our world-class instruments are guaranteed to meet your unique needs. Each instrument undergoes an extensive check-list prior to shipment and includes a standard one‑year warranty. During this warranty period, you have the choice to extend the length of your service agreement through the addition of optional services. Use this form to check the warranty on your instrument, schedule a PM, or add additional warranty.

Use this form to check the warranty on your instrument.

Use this form to schedule a PM.

Use this form to add additional warranty to your system.

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