Service Level Agreements (SLA) allow you to have the peace of mind knowing that your JEOL instrument will be operating at peak performance. SLA’s make it easy to budget for the future since there will be no unexpected costs. In addition, SLA customers receive top priority for service requests. JEOL offers many different SLA types to balance cost and risk for our customers.
The following options are available for SLA's. Please contact us for further information by either reaching out to a local district manager or by using the inquiry form below.
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Contract Types |
| Contract Features |
Premier Electron Optics |
Standard Electron Optics |
Limited Electron Optics |
Neoscope Standard |
Neoscope PM Only |
Standard MS, NMR |
Limited NMR Only |
NMR module repair |
| Service Quality Guarantee |
✓ |
✓ |
|
|
|
|
|
|
| Labor and travel time included |
✓ |
✓ |
Limited |
✓ |
PM Only |
✓ |
Limited |
|
| Travel expenses |
✓ |
✓ |
✓ |
✓ |
PM Only |
✓ |
✓ |
|
| Accelerated emergency visits |
Unlimited |
Unlimited |
Limited |
Unlimited |
|
Unlimited |
Limited |
|
| Priority on-site response |
Within 1 Working Day |
Within 1 Working Day |
Within 5 Working Days |
Within 3 Working Days |
Within 5 Working Days |
Within 1 Working Day |
Within 5 Working Days |
Within 5 Working Days |
| Replacement parts included |
✓ |
✓ |
Limited |
✓ |
|
✓ |
Limited |
✓ |
| Priority technical support response |
✓ |
✓ |
✓ |
✓ |
✓ |
✓ |
✓ |
✓ |
| Consumable items |
✓ |
|
|
✓ |
✓ |
|
|
|
| Emergency repair parts |
✓ |
✓ |
Limited |
✓ |
|
✓ |
✓ |
✓ |
| Preventative maintenance visit(s) |
2 visits/per year |
2 visits/per year |
1 visit/per year |
1 visit/per year |
1 visit/per year |
1 visit/per year |
1 visit/per year |
|
| Factory certified engineers |
✓ |
✓ |
✓ |
✓ |
✓ |
✓ |
✓ |
✓ |
| Software updates (bug fixes & patches) |
✓ |
✓ |
✓ |
✓ |
✓ |
✓ |
✓ |
✓ |
| Call history tracking |
✓ |
✓ |
✓ |
✓ |
✓ |
✓ |
✓ |
✓ |
| Relocation Services |
20% off Standard Hourly Rate |
20% off Standard Hourly Rate |
20% off Standard Hourly Rate |
20% off Standard Hourly Rate |
20% off Standard Hourly Rate |
20% off Standard Hourly Rate |
20% off Standard Hourly Rate |
20% off Standard Hourly Rate |
| Dedicated Account Manager |
✓ |
✓ |
✓ |
✓ |
✓ |
✓ |
✓ |
✓ |
| Guaranteed to meet spec after Preventive Maintenance |
✓ |
✓ |
✓ |
✓ |
✓ |
✓ |
✓ |
✓ |
| OEM parts availability |
✓ |
✓ |
✓ |
✓ |
✓ |
✓ |
✓ |
✓ |
| 3rd party accessory coverage |
✓ |
✓ |
|
|
|
|
|
|
PM = Preventive Maintenance