Search
Warranties, service plans, and other services to help ensure your success
There’s no time for downtime in your lab. Thousands of trained professionals make up one of the industry’s largest global service and support networks, ready to provide assistance when needed. Built on more than 40 years of service expertise, our exceptional services and support solutions help keep labs up and running.
Discover our full range of service solutions
Learn how our experienced professional support can extend instrument life and increase uptime.
CTS Compleo system standard warranty
All CTS Compleo systems come with a standard one-year warranty. During the one-year system warranty period, all costs for travel or shipping, labor, and parts for repairs are covered.
AB Assurance on-site service plan
Many customers choose to purchase an AB Assurance on-site service plan, which extends the standard one-year warranty for an additional year. A service plan can:
- Increase system uptime with fast repair turnaround time from manufacturer-trained and certified field service engineers
- Reduce overall repair costs with remote instrument diagnosis and resolution
- Extend the life of your system and keep it running at peak performance with annual service maintenance
AB Assurance is our most popular instrument service plan because it takes the guesswork out of ensuring instrument uptime, from issue prevention to quick resolution. With the AB Assurance plan, if something goes wrong that can’t be diagnosed and repaired remotely, we come to your site to correct it. The plan includes guaranteed response times in most regions, scheduled planned maintenance, and automatic software updates. Parts, labor, travel, and shipping are included.
AB Assurance plan overview
| Service aspect | AB Assurance plan |
|---|---|
| Field repair response time | 2 business days* |
| Planned maintenance service | ✓ |
| Access to remote technical support (Mon-Fri, standard business hours) | ✓ |
| Parts, labor, and travel | ✓ |
| Qualification services | Available as add-on |
| Field application scientist (FAS) consultation | Available as add-on |
*Response times vary by region.
Planned maintenance
During the second year of the AB Assurance plan, our field service engineer (FSE) will visit your site to perform a scheduled planned maintenance (PM). Maintenance visits are intended to help you prevent downtime, reduce strain on your laboratory staff, and help ensure the life of your instrument.
During a PM service visit, the FSE will inspect the system, update the software if required, and clean, lubricate, and calibrate relevant mechanical parts. The FSE will also complete functional tests and performance verification and document maintenance tasks, results, and findings.
Purchase CTS Compleo system service plans
Service plans may be purchased** along with your CTS Compleo Fill and Finish System as detailed in the instrument/service plan bundles below. For a system you’ve already purchased, extended warranties covering an extra year are also available. Contact your local sales representative regarding an extra year of service.
**Extended warranty packages are not available in all regions. Please contact your local sales representative or contact us.
Qualification services to complement the Compleo system service plan
You can add qualification services to complement your service plan. Instrument hardware qualifications for the CTS Compleo Fill and Finish System document and verify that the instrument is installed and operating properly.
Instrument qualification (IQ) provides documented evidence and verification that the instrument has been delivered and installed according to the manufacturer’s specifications.
Operational qualification (OQ) provides documented verification that the instrument subsystems are operating as designed and verifies that the functionality of an instrument meets the manufacturer’s operational specifications.
IQ and OQ are recommended at installation, after moving the instrument, after software or hardware upgrades, and after planned maintenance or critical repairs. Our qualification specialists will partner with you to help deliver timely, cost-effective, and trusted qualification services that include reliable, audit-style documentation that can help ensure your instruments meet regulatory requirements.
Technical support to help ensure success using the Compleo system
Global Service and Support teams available through remote or local field support are fully committed to supporting customer success when using the CTS Compleo system. User guides are provided to proactively support customers’ questions and goals, and when new questions arise, our teams work together to help provide an exceptional customer experience.
If your questions are not answered by our user documentation, our Global Service and Support team is available to assist you further. Refer to the link below to identify the appropriate phone number for your region and/or submit an electronic support request:
SmartStart training program
A SmartStart on-site training course (virtual or on-site training) comes standard with each Compleo system purchase and is designed to provide an introduction for operation of the CTS Compleo system. Led by professional field application scientists, the course is designed to provide Compleo system end users with a system familiarization and introduction to protocol building to jumpstart their Compleo experiences.
For Research Use or Manufacturing of Cell, Gene, or Tissue-Based Products.