• 24 X 7, 365 days, Technical Support with Max Response Time of 2 hours. (Time in which Thermo Fisher Scientific technical team responds to the initial request for service.).
• Prioritized Business Day Support (8:00 AM – 5:00 PM).
• Guaranteed on-site response with in 2 days once established  resolution cannot be achieved remotely.
• Complementary Maintenance Release Patches and Documentation.
• Complementary Maintenance Upgrades:  Does not include View Point Plug Ins. (Example of Complementary Upgrades; Customer is running ViewPoint 1.0.5, when 1.2 is released customer will be provided 1.2 at no cost.).
• Technical Consultative Assessment providing configuration and performance analysis, by phone and conference calls.  If on site is required days will count as part of Maintenance Support listed below.
• On site 2 day Performance Evaluation Service.  Scheduled 8 weeks in advance once per year with active service agreement.
• On site Maintenance Support @ daily charge.  Up to 35% discount of normal Maintenance Support.   Limited to 5 days per year with active service agreement.

Silver

• Prioritized Business Day Support (8:00 AM – 5:00 PM) 2hr response time. (Time in which Thermo Fisher Scientific technical team responds to the initial request for service.).
• Complementary Maintenance Release Patches and Documentation.
• Complementary Maintenance Upgrades Does not Include ViewPoint Plug Ins. (Example of Complementary Upgrades; Customer is running ViewPoint 1.0.5, when 1.2 is released customer will be provided 1.2 at no cost.).

Bronze

• Prioritized Business Day Support (8:00 AM – 5:00 PM) 1 business day response time.
• Complementary Maintenance Release Patches and Documentation.  Upon Request.
• Complementary Maintenance Upgrades Does not Include ViewPoint Plug Ins.  Upon Request.
  

Contact us with inquiries about Service Options.