AVENIO Edge System

Service Support

AVENIO Edge System

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.