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Support Plans

At Oxford Instruments NanoScience, our customers’ success is what matters most. That’s why we offer a care guarantee for our world-leading products, allowing you to unlock your greatest potential with optimal service performance around the clock. 

To discuss adding one of our customer care packages to your product, speak to a member of our friendly team using the contact form below: 

Contact Support

OiService® Support Plans for your Oxford Instruments system

LiveAssist Self-sufficiency SupportSelf-sufficiency Support PlanService Support Agreements: Proactive Support PlanService Support Agreements: Priority Support Plan
Duration12 months or 1 hour PAYG1 year1 or 3 years1 or 3 years
Key Account EngineerYes
LiveAssistYesYesOptionalYes
Dedicated Support Plan Help Desk YesYesYes
Help Desk Opening HoursNormal office hoursNormal office hoursNormal office hoursNormal office hours
Technical Help Desk min. response time24 hours24 hours8 hours
Annual Engineer Site Visit IncludesTraining, Preventative Maintenance, Full System Health Check and Health Check CertificateTraining, Preventative Maintenance, Full System Health Check and Health Check CertificateTraining, Preventative Maintenance, Full System Health Check and Health Check Certificate
Parts (not including consumables)YesYes
Inclusive of Shipping YesYes
Discount on All Spares10% discount
Remote Operation of SystemYesYesYes
Analysis of Logfiles YesYes, Priority
Software and Firmware UpdatesYes, for the duration of the Support PlanYes, for the duration of the Support Plan
Access to Critical Spares InventoryYesYesYes, Priority
Extended WarrantyOptionalOptionalOptionalOptional