1. What are the key differences between Basic Cover, Premium Care, and Premium Care+?
Basic Care
Offers limited coverage with no preventative maintenance visits, unlimited visits, or multi-system discounts.
Premium Care
Includes annual performance maintenance visit, unlimited visits, discounts on consumables, and more.
Premium Care+
All the benefits of Premium Care, with added virtual tailored training or method development with our dedicated Applications team.
2. What is OQ/PQ, and why is it important?
OQ/PQ stands for Operational Qualification/Performance Qualification, which are validation processes ensuring the instrument's operational efficiency and performance, crucial for compliance and reliability.
3. What is the Sorption Hub Portal, and what features does it offer?
The Sorption Hub Portal is a purpose-built customer built, providing SMS instrument users with a simple way to access service reports, quotations, and instrument-related information, offering convenience and transparency for instrument management. In addition, the portal provides several useful tools for seeking scientific or technical support, upskilling your staff, and restocking experiment consumables.
The Sorption Academy
Upskill your staff with key instrument tutorials and a range of scientific application resources.
The Sorption
Store
Restock key instrument consumables and accessories with our simple online store.
The Sorption Helpdesk
Submit your Helpdesk support queries directly to our technical team and track the ticket progress at any time.
4. How does Multi-System Discounts work?
Multi-System Discounts offer cost savings for covering multiple instruments under the Premium Care plans, allowing for comprehensive coverage at a reduced rate available on request.
5. Can you explain the transition process to Premium or Premium+ levels?
Transitioning to Premium or Premium+ levels offers enhanced features and benefits such as annual maintenance visits, unlimited visits, training discounts, and more, ensuring optimal performance and reliability for your instruments parts are also included to ensure there are no unexpected costs giving peace of mind.
6. Why is Premium Care+ cheaper than Premium Care with the added benefits?
The discount for upgrading to Premium+ provides a significant price incentive when renewed annually, demonstrating appreciation for our continued partnership. SMS believe that with regular maintenance your instrument will provide excellent results and remain fault free ensuring maximum efficiency.
7. Can I have a second OQ/PQ should I require one?
Yes, if you have a Premium or Premium care + you will be able to have a discounted second visit.
8. Can I join the Premium Care + program if I have not had a contract before?
Yes, if you decide to join the plan before Monday 30th September 2024
9. Can I upgrade to Premium Care+ at a later date?
Once you are on Premium Care +, you will be able to renew your plan annually and indefinitely. However, if you don't sign up to Premium Care + before 30th September 2024 or at the end of your current maintenance contract period, or if you fail to renew your Premium Care+ Plan on an annual basis, you will be limited to Basic and Premium Care in future.
10. If my instrument is currently not working can I join the Premium or Premium Care + ?
Yes, however you must have a pre-offer inspection, and the Instrument must be fully working before joining the plan. Should you decide to join, a 30% discount will be applied to the first year of the plan. A PO would be required within 14 days of the service visit to be eligible for enrolment to the plan.
Would you like to benefit from a Premium Care+ Plan?
All our
customers can upgrade until 30th September 2024. After this date, Premium Care
+ will be reserved for new instruments (after one-year
warranty has expired), & for upgrades for instruments at renewal of an existing
maintenance contract. Get in touch today to avoid missing out.