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Support - Service Offerings

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Support . Service Offerings

Velocity11’s service offerings include our after-warranty Service Agreement, which provides comprehensive coverage of your instrument(s). Service Agreement are available for one, two, or three years of coverage, and includes:

Comprehensive Coverage 

The Service Agreement includes unlimited service calls, replacement parts, labor, shipping, and service-related travel expenses on repairs to instrument components that fail during normal use.

Preventative Maintenance

Velocity11 recommends one Preventative Maintenance each year to optimize your instrument’s performance. Under the Service Agreement, your instrument is entitled to one Preventative Maintenance visit for each year of service coverage.

Loaner Unit

Under the Service Agreement, Velocity11 will provide a loaner unit to use during machine repairs for certain instruments.

Upgrades

Velocity11 offers complimentary mechanical and software upgrades, as deemed necessary by Service Center personnel, while covered under Service Agreement.

Priority Service

While Velocity11 aims to provide all of our customers with the fastest possible service, customers covered under warranty and Service Agreement are given priority over customers without Service Agreement coverage.

Convenience

Since Velocity11’s Service Agreement covers most repairs, there is no need to submit a purchase order for service work, thus eliminating your lab’s downtime. Your Service Agreement can also be pro-rated so that the expiration date coincides with any other instruments at your site.

Customers not covered under warranty or Service Agreement will be required to submit a Purchase Order for service before Velocity11 can begin repairs. Unfortunately, this can delay resolution of your instrument’s issue.

Velocity11 strives to provide superior customer service! Please allow us to continue providing the flexibility and responsiveness you enjoyed during your warranty period by investing in a Service Agreement.

Click here to request a formal quotation >

Velocity11's Service Center is open Monday to Friday from 7 am to 5:30 pm PST.


Technical Support
(800) 979 4811 or
+1 (650) 846 6611

Customer Service
(866) 428 9811 or
+1 (650) 846 6601

Customer Service (Email)
service@velocity11.com

Europe Service (Email)
euroservice@velocity11.com

Support