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