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SUPPORT
WARRANTY OPTIONS

STANDARD, COMPREHENSIVE & TOTAL CARE WARRANTY

Oxford Instruments is committed to providing comprehensive, flexible and reliable global customer support. We offer 3 options of warranty for your peace of mind; Standard, Comprehensive and Total Care Warranty.

 

WARRANTY OPTIONS

STANDARD CARE COMPREHENSIVE CARE TOTAL CARE
12 months duration from acceptance of the tool at site or shipment date plus 90 days Yes Yes Yes
Helpdesk and Team Viewer support*** Normal office hours: 0800 to 1700 Mon-Fri Extended office hours: 0800 to 2200 Mon-Fri Available 24/7 – response time within 4 hours<sup>1</sup>
Replacement or repair of Oxford Instruments & Original Equipment Manufacturer (OEM) parts<sup>2</sup> Yes Yes Yes plus consumables**
Log Viewer software (only available on X20) Yes Yes
Yes
Engineer response to site (travel & expenses included) Based on availability Guaranteed within 5 working days Guaranteed within 2 working days
Spare parts supply<sup>3</sup> Based on availability Agreed critical spares within 5 working days Agreed critical spares within 2 working days
Annual planned preventative maintenance (PM) visit including PM kit, system(s) test and post-PM validation No No Yes
Plasma Help Lightning merged reality application No Yes Yes
Mean time to repair (MTTR) performance target and report No No Yes
Uptime performance target and report No No Yes

NOTES

* Contract-specific

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

*** Team Viewer support requires remote customer access and loaded software

1. Excludes national holidays, OIPT working days 

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

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

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