Service Agreement
A service agreement is a long-term solution for maintenance and optimal performance of laboratory equipment. It is the most effective way to ensure your equipment operates continuously and to maintain control over service costs.
A service agreement minimizes unexpected downtime and guarantees regular maintenance, keeping the equipment running longer and more reliably. Service visits are planned in consultation with you and executed according to flexible, agreed schedules. We work continuously with our CRM system, where we receive notifications about scheduled maintenance. This allows us to pre-book service visits with our customers to ensure smooth and efficient planning.
Benefits of a Service Agreement
- Predictable costs – Plan your service expenses and avoid unexpected repair costs. You also receive discounts on repairs and spare parts.
- Priority troubleshooting – Shorter response times and higher priority for service issues.
- Flexible service visits – Plan service visits according to your needs.
- Annual/preventive service inspections – Regular service inspections are planned in advance in consultation with you to ensure optimal equipment functionality.
- Telephone and remote support – Fast and efficient troubleshooting without waiting for an on-site visit – reduces downtime and saves costs.
- Training – We offer free extra user training in connection with each visit – provided it can be smoothly integrated into the rest of the work.
Types of Service Agreements
- Maintenance Agreement (PM Agreement)
A PM agreement (preventive maintenance) means the instrument is regularly checked and calibrated as needed according to a predefined PM protocol. The purpose is to ensure optimal equipment performance, reduce downtime risk, and extend the instrument’s lifespan. Service is planned in consultation with you and documented thoroughly after each inspection. - Maintenance Agreement (PM Agreement) + OQ
This agreement combines preventive maintenance according to our PM agreement (see description above) with an Operational Qualification (OQ), where the instrument’s function is validated against a defined OQ protocol. The OQ protocol includes several detailed tests to ensure the equipment meets defined requirements and functions according to specifications. - Full Service Agreement
The full service agreement includes a fixed price covering PM service, repairs, travel, and spare parts as per agreement. It provides greater cost control and reduces the risk of unexpected expenses. The agreement can be signed up to three years after new installation. Thereafter, an individual assessment is made if an extension is needed. Customers with a full service agreement also receive priority and shorter response times for service cases.
Contact us for more information about service agreements and to see which terms and conditions apply specifically to you.
Request Service and Contact Information
Need service for your equipment? Contact us!
Our service team is ready to assist you quickly and efficiently so your equipment returns to operation as soon as possible. Whether it’s an urgent repair, annual maintenance, or a preventive inspection, Berner Lab’s service team is here to help. The response time applies during regular business hours (08:00–16:00) on weekdays.
Log your service case
Service requests are made directly through our case management system on our website. There, you can log, track, update, and communicate with service technicians throughout the process using the customer case number and link associated with the request.
Equipment Information
Describe your needs in detail so we can restore your equipment as quickly as possible.
- Instrument – Name and model.
- Serial number – Equipment’s unique serial number
- Error description – Describe the error in as much detail as possible.
- Error codes (if available) – Any error codes displayed by the equipment.
If your equipment shows error codes, please include them in your request. This helps us diagnose the problem more quickly and accurately. After you submit a service request, we will review the service details, billing, and contract terms together.