BD provides complete service plans to protect your equipment and guarantee performance.
We offer comprehensive services that support our instruments used by researchers or clinicians to advance scientific discoveries and enhance patient care. Each plan is designed to provide excellent customer experience with some of the most experienced and responsive support teams in the industry. Additionally, enhanced services are available for flow cytometry laboratories that demand faster response and extended benefits such as instrument uptime guarantees and IQ/OQ compliance services.
Remote support
Our technical support specialists are here to listen to you, so they can rapidly diagnose issues that may arise. Our teams utilise a range of remote diagnostics and monitoring tools via state-of-the-art secure connections. Many issues are resolved without needing on-site interventions. This minimises laboratory disruptions while maximising system availability.
Field support
Field service technical representatives go on site to intervene directly in your laboratory. They perform preventative and corrective maintenance by identifying potential failures and replacing spare parts that are defective or worn out. Regular hardware and software upgrades improve system reliability, data security and productivity. Preventative maintenance ensures your system is consistently operating at optimal performance. It also limits downtime while extending equipment lifetime, giving you peace of mind.
Regional and global support
Local remote and field service representatives are supported by regional and global customer care and research and development teams. This integrated approach means your inquiries are handled by a multi-tiered network of technical specialists.
Our services include:
- Omni-channels and multilingual Technical Support Center
- BD Assurity Linc TM advanced remote service solution
- Preventative maintenance visits
- Unlimited repair visits
- Covered labor and travel
- Instrument spare parts
- Guaranteed field service engineer on-site response time for emergency
- Enhanced services (instrument uptime guarantee, loan modules, software updates and upgrades, IQ/OQ compliance services, Alliance service partnership)
BD Care Level 3 Plan
Maximize equipment utilization and achieve ultimate uptime
Our comprehensive next day response BD Care Level 3 service plan assures instrument performance and safeguards the availability of essential systems. A market-leading package that includes preventative maintenance visit(s) and kits, spare parts and laser coverage, routine software updates and upgrades, and the provision of a loan workstation if required. This high-level service plan is suited to all systems including heavily utilised critical equipment in clinical laboratories, pharma, CROs, research core facilities and other laboratories involved in time-sensitive work. Consider to take advantage of our BD Care Level 3 + with 95% instrument uptime guaranteed.