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SUPPORT
SUPPORT CONTRACTS

WORLDWIDE SUPPORT CONTRACTS

We offer three levels of support contract, available for 12, 24 or 36 months from the expiration of your warranty. Our support reaches across the world – with spares in strategic locations – and contracts are tailored to meet your requirements.

Support STANDARD CARE COMPREHENSIVE CARE TOTAL CARE
12, 24 or 36 month contract available from expiration of warranty Yes Yes Yes
Helpdesk and TeamViewer Support<sup>1</sup> Normal hours 0800-1700 Mon-Fri. Response time within 24h<sup>2</sup> Extended hours 0800-2200 Mon-Fri. Response time within 4h<sup>2</sup> Available 24/7. Response time within 4h<sup>2</sup>
Replacement or repair of Oxford Instruments (OI) and Original Equipment Manufacturer (OEM) parts<sup>3</sup> OI parts only plus 10% discount on OEM parts OI & OEM parts OI & OEM parts plus provision of consumables<sup>4</sup>
LogViewer software (only available on X20) Yes Yes Yes
Training, Upgrades and Spares 5% discount 10% discount 15% discount
Engineer response to site (travel & expenses included) Based on availability Guaranteed within 5 working days Guaranteed within 2 working days
Spare parts supply<sup>5</sup> Based on availability Agreed critical spares within 5 working days Agreed critical spares with 2 working days
Annual planned preventative maintenance (PM) visit including PM kit, system test and post-PM validation Yes Yes Customised PM & chamber cleaning plan according to tool type & usage
Plasma Help Lightning merged reality application No Yes Yes
Mean time to repair (MTTR) performance target and report<sup>6</sup> No No Yes
Uptime performance target and report<sup>7</sup> No No Yes

NOTES

1. TeamViewer support requires remote customer access and loaded software

2. Excludes national holidays. OIPT working days

3. Within standard operating conditions and agreed usage plan. Please refer to FIS. OEM parts include items such as pumps, generators, chillers, arms, elevators, non-OIPT handlers, MFCs, PCs, end-point detectors, gauges and VAT valves.

4. Consumables include items such as selected viewports, centering rings, gaskets, bearings, springs, thermal fluid, o-rings, filters & wafer clamping parts.

5. Subject to regional location, transport routes and export requirements. Delivery of parts into high-risk countries can not be guaranteed.

6. Contract-specific

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EXTRA SUPPORT

PREVENTATIVE MAINTENANCE

Preventative maintenance (PM) is recommended to be performed annually to retain the high standard of performance from your Oxford Instruments system. If you want a PM plan only, take advantage of having a customised plan designed for your tool and your usage.

  • Customised preventative maintenance (PM) plan according to tool type and usage, minimum 1 per annum (including travel & living expenses)
  • System test and post-PM validation
  • Discount on all spares on multi-year contract

 

FULLY CUSTOMISED CONTRACT

For your full piece of mind, a fully customised support contract is available. Customised contracts are designed to manage all your needs including provision of on-site service labour to run and manage your tools. For more details see below and contact us.

  • Plasma Help Lightning - merged reality application
  • Team Viewer support. Available within 4 hours
  • Customised Preventative Maintenance (PM) plan according to
    tool type and usage. Minimum 1 per annum incl system test,
    validation post PM and chamber cleaning
  • Replacement or repair of OI and OEM* parts plus provision of
    consumables**
  • Guaranteed on-site response within 2 working days (incl. travel
    & living expenses)
  • 12, 24 or 36-month contracts available from expiration of warranty or contract start
  • Log Viewer software
  • Agreed spares stock held on your site
  • Training 20% discount
  • Mean time to repair (MTTR) performance target and report***
  • Helpdesk support. Available 24/7. Response time within 4h
  • Up time performance target and report***

 

HELP DESK SUPPORT

If you already have engineering support on-site, you can always contact technical experts at Oxford Instruments for those issues that need further assistance. Make use of our remote connections and merged reality applications. If further support is necessary, help desk contracts give you the below benefits.

  • 12, 24 or 36-month warranty available from expiration of warranty
  • 10% discount on labour (including travel & living expenses)
  • 20% discount on spares
  • 20% discount on training
  • Helpdesk support – normal office hours 0800-1700 Mon-Fri. Response time within 24h
  • TeamViewer support. Available within 24h
  • Plasma Help Lightning – merged reality application

 

NOTES

PM visit date to be agreed for a mutually agreeable date, depending on lead time for PM kits. The PM time depends on the specific tool type. Please contact your service liaison to discuss further detail

System must be fully operational before a PM can take place. Should the system not be ready or the visit requires longer than the quoted time, then charges may apply. Subject to prior healthcheck

* OEM parts include items such as pumps, generators, chillers, arms, elevators, non-OIPT handlers, MFCs, PCs, end-point detectors, gauges and VAT valves

** Consumables include items such as selected viewports, centering rings gaskets, bearings, springs, thermal fluid, o-rings, filters & wafer clamping parts

*** Contract-specific

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EXCELLENT GLOBAL SERVICE CAPABILITIES

We're committed to providing comprehensive, flexible & reliable global customer support. We offer excellent quality service throughout the life of the tool.

  • Remote diagnostics software provides
    quick & easy fault diagnosis
  • Support contracts are available to suit
    the budget & situation
  • Global spares in strategic locations for
    quick response
  • Extended support hours available
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REMOTE AND ON-SITE TRAINING & SUPPORT

Get connected via Team Viewer. Using our remote diagnostic support, our engineers can access your tool remotely to provide quick analysis & fix of your tool & much more.

  • Reduced downtime, increasing tool
    utilisation & throughput
  • Cost-effective, saving you money
  • Environmentally friendly
    footprint – less travel
  • Secure, powerful software with real-time connectivity
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EXPERTISE & SPARE PARTS TO SUPPORT YOU

We have a global team of experienced & highly trained service engineers ready to offer rapid support to suit your needs. With critical spares held in strategic global locations, we can rapidly deploy spares to you.

  • Preventative maintenance
  • A fast-replace exchange service
  •  Wide range of upgrades &
    comprehensive refurbishment offers
  • Dedicated training facilities

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GLOBAL CUSTOMER SUPPORT

Oxford Instruments is committed to providing comprehensive, flexible and reliable global customer support. We offer excellent quality service throughout the life of the tool.

  • Remote diagnostics software provides quick & easy fault diagnosis & resolution
  • Support contracts are available to suit the budget and situation
  • Global spares in strategic locations for quick response
  • Global service engineers provide preventative maintenance service &
    support
  • A wide range of upgrades, for process improvements, greater productivity & reduced cost of ownership of your tool are available
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