Service Level Agreements

At JEOL, we offer top rated services to ensure worry-free coverage of your instrument. Starting after we complete the installation of your instrument, our comprehensive one-year warranty is in place to bring you peace of mind. At no additional cost to you, you are granted access to a list of entitlements that help extend the lifetime of your instrument.

Prior to the end of your warranty, one of our Service Contract Administrators will contact you to discuss options for continued support. View our ‘Standard’ Contract Type to see which other benefits our Warranty includes!

Entitlements

JEOL believes all customers are entitled to key benefits. With any level of agreement, we grant you access to the following perks:

  • A Dedicated Account Manager
  • Telephone Support
  • Factory Certified Engineers
  • Software Assistance for “Bugs”
  • Personalized Payment Plans
  • Call History Tracking
  • 20% Discount on Relocation Services

Agreement Level Charts

JEOL offers leveled options for service that vary depending on the instrument purchased. To meet the varying needs of our partners, our range of benefits change depending on the level of coverage you choose. By offering a variety of solutions and services that cover preventative maintenance visits, instrument repairs, and consumable items, we can further extend the lifetime of your instrument.

  AVAILABLE CONTRACT TYPES
Total Solution Services Premier Standard Essential
Guaranteed Service Benefits  
Dedicated Account Manager ✓ ✓ ✓
Call History Tracking ✓ ✓ ✓
Priority Technical Support Response ✓ ✓ ✓
Software Updates ✓ ✓ ✓
Guaranteed to Meet Spec After PM ✓ ✓ ✓
OEM Part Availability ✓ ✓ ✓
20% Off Relocation Services ✓ ✓ ✓
Value Adding Benefits  
Service Labor Time Covered ✓ ✓ Limited
Travel Time and Costs Covered ✓ ✓ ✓
On-Site Response Within 1 Business Day ✓ ✓ 5 Days
Up to 2 Preventative Maintenance Visits ✓ ✓ 1 Visit
Unlimited Accelerated Emergency Visits ✓ ✓ Limited
Emergency & Replacement Parts Covered ✓ ✓ Limited
Instrument Uptime Guarantee ✓ ✓  
3rd Party Accessory Coverage ✓ ✓  
20% Off JEOL Parts ✓    
Consumable Items Covered* ✓    

* Select consumable items are covered depending on the model of your instrument.

  AVAILABLE CONTRACT TYPES
Total Solution Services NeoScope Standard NeoScope PM Only
Guaranteed Service Benefits  
Dedicated Account Manager ✓ ✓
Call History Tracking ✓ ✓
Priority Technical Support Response ✓ ✓
Software Updates ✓ ✓
Guaranteed to Meet Spec After PM ✓ ✓
OEM Part Availability ✓ ✓
20% Off Relocation Services ✓ ✓
Value Adding Benefits  
Service Labor Time Covered ✓ PM Only
Travel Time and Costs Covered ✓ PM Only
On-Site Response Within 1 Business Day 3 Days 5 Days
Preventative Maintenance Visit 1 Visit 1 Visit
Unlimited Accelerated Emergency Visits ✓  
Emergency & Replacement Parts Covered ✓  
Instrument Uptime Guarantee    
3rd Party Accessory Coverage    
Consumable Items Covered* ✓ ✓

* Select consumable items are covered depending on the model of your instrument.

  AVAILABLE CONTRACT TYPES
Total Solution Services Standard NMR Essential NMR NMR Module Repair
Guaranteed Service Benefits  
Dedicated Account Manager ✓ ✓ ✓
Call History Tracking ✓ ✓ ✓
Priority Technical Support Response ✓ ✓ ✓
Software Updates ✓ ✓ ✓
Guaranteed to Meet Spec After PM ✓ ✓ ✓
OEM Part Availability ✓ ✓ ✓
20% Off Relocation Services ✓ ✓ ✓
Value Adding Benefits  
Service Labor Time Covered ✓ Limited  
Travel Time and Costs Covered ✓ ✓  
On-Site Response Within 1 Business Day ✓ 5 Days 5 Days
Preventative Maintenance Visit 1 Visit 1 Visit  
Unlimited Accelerated Emergency Visits ✓ Limited  
Emergency & Replacement Parts Covered ✓ ✓ ✓
Quench Insurance Additional Cost ✓  
Cryogen (He) Fills Additional Cost Additional Cost  
  AVAILABLE CONTRACT TYPES
Total Solution Services Spot Beam & Dual Beam Cross Section Polishers Mass Spec Coaters / Other
Guaranteed Service Benefits  
Dedicated Account Manager ✓ ✓ ✓ ✓
Call History Tracking ✓ ✓ ✓ ✓
Priority Technical Support Response ✓ ✓ ✓ ✓
Software Updates ✓ ✓ ✓ ✓
Guaranteed to Meet Spec After PM ✓ ✓ ✓ ✓
OEM Part Availability ✓ ✓ ✓ ✓
20% Off Relocation Services ✓ ✓ ✓ ✓
Value Adding Benefits  
Service Labor Time Covered ✓ ✓ ✓ Limited
Travel Time and Costs Covered ✓ ✓ ✓ ✓
On-Site Response Within 1 Business Day ✓ 5 Days 3 Days 5 Days
Preventative Maintenance Visit 1 Visit 1 Visit 1 Visit 1 Visit
Unlimited Accelerated Emergency Visits ✓ ✓ ✓ Limited
Emergency & Replacement Parts Covered ✓ ✓ ✓ Limited
Instrument Uptime Guarantee ✓ ✓    
3rd Party Accessory Coverage ✓ ✓