Service Capability and Customer Support

We are committed to providing high quality after-sales service to our customers for all of our products. We pride ourselves in knowing that when supplying you with one of our wide range of products we will provide you, the customer, with an unrivalled level of reliability, quality and first-class Service & Support.

Lab Impex Systems (LIS) has a dedicated team of engineers with the expertise to ensure that you fully benefit from our service, calibration and repair facilities. We also apply those skills to a wide range of products outside the LIS standard instrument and bespoke system range. With offices geographically located to minimise response time, LIS are able to provide fast, effective response regardless of your location.

Our Service & Support activities include installation, commissioning and maintenance/user training. We offer tailored service and maintenance contracts, extended warranties and are currently developing a Technical Support website which will be available in the future. Our engineers may be called up 24 hours a day to ensure fast efficient response and minimum downtime for our customers. Overseas customers are supported via our distributor network of fully trained, knowledgeable engineering staff. LIS aim to ensure that you gain and retain maximum performance from our products throughout their lifetime, as a direct result of our comprehensive range of Services. Our Quality Management System applicable to all these activities is approved to the BS EN ISO 9001- 2000.

Support Agreement

All standard components in systems manufactured or supplied by LIS (including the computer, memory and disk drives) can be maintained by LIS Ltd. Elimination of any third party responsibility allows LIS to deal directly with our customers. This relationship has historically allowed LIS to be better informed and to respond quickly to customer requirements associated with either equipment capability or system reliability.

LIS can tailor support to your needs with a variety of contract levels, the main options are outlined below. The contracts can be designed around your own specific needs.

Basic Contract

• 48hr On-site Response Time Monday – Friday
• Preventative Maintenance Visits (normally 2 p.a.)
• 24hr unlimited Telephone Support
• Unlimited Replacement Parts (exceptions may be listed)
• Unlimited Emergency Visits

Enhancement options

• Improved response Time, 24hr, 12hrs, 8hrs
• (special case 4hrs)
• Weekend and Bank Holidays
• Out of Hours . 5.pm . 9.am

Comprehensive Support Contract

In order to meet the increasing needs of organisations such as yours, LIS would like to propose an advanced concept in the services we can provide for you. LIS not only leads the field in technological development, but also, in our department support capabilities and service. We are offering an entirely new concept to replace the older traditional maintenance contracts. Instead of limiting the services we provide for a fixed price to a limited amount of equipment, we propose to offer:

• A field Service Engineer at your site Monday - Friday (normal working hours)
• One day to one week a month for an entire year
• Comprehensive service on all your LIS equipment.
• All parts (exceptions may be listed) and labour covered for every piece of LIS equipment at your facility.
• System management, software loading of your software updates.
• System integration, calibration, network and diagnostic service.
• Single source responsibility for all your system needs.
• Unlimited user assistance.

With pressures on operators to make budgetary savings we believe a package like this leads the industry and do not believe will you find any other service organisation offering such comprehensive services at such competitive prices. It may your answer to insufficient technical personnel, loss of trained system operators, repeated expensive training and retraining, and expensive as well as redundant multiple service contracts.

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