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AVENIO Edge System
Service Support
Comprehensive Service Plan Options
AVENIO Edge System comes with industry-leading service support from Roche, helping you to maximize your uptime and stay compliant with regulations. Our experienced service engineers are trained to keep your AVENIO Edge System calibrated and optimized.
- Pipetting calibration is included in every installation, as well as preventive maintenance
- With a service plan, all emergency repairs are prioritized and have a 48-hour response time guarantee*
- Remote access connectivity allows our engineers to diagnose and resolve issues quickly in real-time
When commercially available in the US, the following service options and NGS support will be available.
NGS application support and training
Our expert field and in-house support application scientists will collaborate with you to optimize your user-defined AVENIO Edge System workflows to meet your specific needs.
- On-site user training by our field application scientists makes user experience even more effortless
- We will help you adopt new applications that become available on the AVENIO Edge System and fine-tune the parameters for your individual workflows
You choose from two simple service plan options
| Service Features | Classic Plan | Premium Plan |
|---|---|---|
| Annual preventive maintenance, including pipetting verification and quantification module calibration | Yes | Yes |
| Remote email and phone technical support | Yes | Yes |
| 48-hour Field Service Response Time | Yes | Yes |
| Unlimited emergency field service (M-F 8 - 5 ET Local) | Yes | Yes |
| Unlimited emergency field service (weekend and holidays*) | Yes | |
| Certified service parts | Yes | Yes |
| Remote access connectivity for troubleshooting | Yes | Yes |
| On-site application support and troubleshooting | Yes | Yes |
| On-site operator training (1 per year, 2 trainees) | Yes | Yes |
| *48-hour response time guarantee, including weekends and Roche holidays require a Premium Service Plan. | ||
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