Technical support with product-specific scope and safe escalation.

1Support scope

Support is available only for products, services and projects that ALC-Scientific has supplied, quoted, agreed to support or is technically able to assist with. Depending on the product and commercial scope, support may include product selection, pre-installation guidance, installation coordination, commissioning, operator orientation, troubleshooting, preventive maintenance, repair, spare-part quotation, calibration coordination, documentation, warranty handling, AMC or service-agreement work and OEM support.

No service is included unless verified in the approved quotation, invoice, warranty document or service agreement.

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2Verified support channels

Support requests may be submitted through the following verified channels:

Do not send passwords, highly sensitive personal information, patient data, confidential sample data or hazardous-material details beyond what is necessary for safe support.

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3Availability and support hours

Support requests may be submitted electronically at any time. Acknowledgement, troubleshooting and service scheduling depend on staff availability, holidays, location, product complexity and any applicable service agreement.

Any guaranteed coverage window or emergency availability must be stated in a signed SLA, AMC or product-specific agreement.

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4Response and resolution targets

No universal response-time or resolution-time guarantee is published. Where a quotation, AMC or service agreement contains targets, those targets apply.

For ordinary requests, ALC-Scientific aims to acknowledge the request, collect the necessary technical information, attempt safe remote diagnosis and communicate the next practical step. Acknowledgement, initial technical response, visit scheduling, parts quotation and final resolution are separate stages and can have different timelines.

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5Practical severity framework

Severity classification does not itself create an SLA or confirm warranty coverage.

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6Information required from the customer

Provide enough information to identify the equipment and reproduce the issue:

• Product name, model, serial number and ALC-Scientific invoice or order reference.
• Installation location, contact person and safe access details.
• Issue description, first occurrence, frequency, error code and affected function.
• Photographs, videos, readings, logs or screenshots where safe and relevant.
• Power, utilities, environmental conditions, sample or load type and recent changes.
• Recent cleaning, calibration, maintenance, movement, repair or consumable replacement.
• Whether the equipment is contaminated, hazardous or contains confidential data.

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7Remote support

Remote support may use phone, email, WhatsApp, video or exchanged logs. The customer controls whether to share a screen, image or file and should remove unrelated confidential information where practical.

Only competent personnel should perform directed checks. Customers must not bypass safety interlocks, open hazardous circuits, defeat guarding, modify software or dismantle pressure, radiation, refrigeration, high-voltage or biological-containment systems without written authorization and appropriate competence.

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8On-site support

On-site service depends on location, engineer availability, product type, site safety, decontamination, travel feasibility and commercial approval. Travel, accommodation, local transport, freight, labour and parts may be included, excluded or chargeable as stated in the governing document.

The customer must provide safe access, permits, utilities, a knowledgeable representative and a clean work area. A visit may be postponed or stopped if conditions are unsafe or the equipment is not properly decontaminated.

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General site readiness and equipment care

Before dispatch, confirm the approved model, electrical supply, earthing, access route, bench or floor loading, ventilation and any required water, drain, gas, vacuum or network connection. Product-specific values must come from the approved datasheet or quotation.

• Use the installation and operating manual supplied for the selected model.
• Keep service clearances and environmental conditions within the documented limits.
• Use cleaning agents compatible with the instrument materials, sensors and optical surfaces.
• Record calibration, verification and preventive maintenance according to the laboratory quality system.
• Decontaminate equipment before return, workshop service or engineer access where biological or chemical hazards may be present.

9Installation, commissioning and training

Installation scope may include placement checks, utility verification, assembly, startup, basic function checks and commissioning documentation. Qualification, validation, calibration, method development, application training and advanced operator training are separate unless expressly included.

The customer should complete the site-readiness checklist before scheduling. Additional visits caused by incomplete readiness, unavailable utilities or inaccessible equipment may be chargeable where agreed.

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10Maintenance and calibration

Users must follow the approved manual, cleaning instructions, laboratory SOP and risk-based maintenance schedule. Preventive maintenance, calibration, performance verification and replacement intervals depend on use, environment, criticality and regulatory requirements.

Maintenance records should be retained. Calibration coordination does not automatically mean that ALC-Scientific is an accredited calibration laboratory; accreditation and traceability apply only when expressly documented.

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11Spare parts and obsolescence

Spare-part availability is model-, manufacturer- and age-dependent. No lifetime availability is guaranteed. Lead times may depend on import, manufacturer stock, compatibility and minimum order quantities.

An equivalent or superseding part will be recommended only where technically appropriate and subject to customer approval when it changes cost, specification or validation impact.

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12Out-of-warranty and chargeable work

Out-of-warranty support may involve inspection, diagnosis, quotation, customer approval, parts, labour, travel, freight and testing. ALC-Scientific will normally seek approval before material chargeable repair work.

Any warranty on repaired work or replacement parts applies only if stated in the service quotation or invoice.

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13Support limitations and exclusions

Support may be declined, limited or made chargeable for unsupported third-party equipment, missing identification, unauthorized modification, unsafe utilities, contaminated equipment, unavailable parts, obsolete models, unlawful use, inaccessible sites or requests outside ALC-Scientific’s technical competence.

This does not remove mandatory rights or obligations relating to products actually supplied.

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14Escalation and complaints

If a support request is not progressing, reply to the existing email or message thread with the product serial number, request date, current impact and desired next step. Mark the subject “Support escalation”.

The general escalation channel is info@alcscientific.com. Include the product, serial number, invoice reference and previous support correspondence where available.

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15Customer responsibilities

Customers are responsible for safe operation, trained personnel, correct utilities, access control, cleaning, routine maintenance, records, backups, sample protection, decontamination, site access and compliance with the approved manual and applicable regulations.

Customers should stop using equipment where continued operation may create a safety risk, damage samples or worsen the fault.

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