Service and Support
What reliance offers our customers
Ensure consistent access to our expertise to enable innovation
Through reliance service contracts customers gain preferential access to the collective expertise of the reliance team to jointly address research challenges and further innovation.
Optimize research processes
Our dedicated application scientists will help you to advance your research with technical expertise, assay development and technology transfer services.
Maximize productivity and minimize downtime
Field service engineers ensure the optimal performance of your instrument throughout its life. Working with research teams remotely and on-site, we provide continuity and seamless service; typically, one field service engineer will take care of an incident from start to finish to streamline communication.
Empower your team with vital knowledge
reliance instrument training empowers your team and equips them with the right knowledge to maximize the potential of your investment.
complete is our fully comprehensive service contract with cover for all parts and labor with any site visit, priority response times, initial response time within 4 hours.
You benefit from unlimited telephone, email and remote access support, along with the security of your annual preventative maintenance on-site visit. We help advance your research efforts by providing application software updates and remote application support to meet the evolving requirements of today’s fast-paced research environment. Further, you benefit from training for up to 4 users with your preventative maintenance visit – ensuring that as your team changes and grows, you grow your knowledge base of working with your SPT Labtech instrument.
*benefits may differ for some apricot and BioMicroLab products. Please contact reliance for details
With our reliance maintain service contract, you can expect an initial response to any incident within an 8 hour turnaround time.
You benefit from the same unlimited telephone, email and remote access support as our remote service, with the added benefit of an annual preventative maintenance on-site visit to keep your instrument in optimal condition. Your research team can ensure value from your instrument and access additional flexibility with application software updates, remote application support and discounted parts and labor as required.
*benefits may differ for some apricot and BioMicroLab products. Please contact reliance for details
With our remote service contract, you benefit from the reassurance of a 12 hour initial response time for any incidents and unlimited telephone and email support.
Our field service engineers are on-hand for unlimited remote access support via TeamViewer. We know that your scientific research doesn’t stop and neither does reliance
*for apricot® S1, S2 and S3
With our core essentials service contract, you can expect an initial response to any incident within an 12-hour turnaround time.
You benefit from the same unlimited telephone, email and remote access support as our reliance remote contracts, with the added benefit of an annual core refurbishment exchange for your apricot S series instrument to keep your instrument in optimal condition. Your research team can ensure value from your instrument with access to advice on its maintenance and discounted parts and labor as required.
Every SPT Labtech instrument comes with a warranty agreement to safeguard your instrument and ensure optimal performance. A reliance standard warranty provides fast incident response time, on-site attendance for corrective actions, as well as unlimited telephone, email assistance and remote access support.
Our field service engineers and application scientists will be on hand to help you with any remote application support needed during those critical first 12 months, as well as software updates.
Training is essential for optimal performance, and we will get your team up and running efficiently to ensure you start getting full value from your investment right away. During the standard warranty period, replacement parts, labor, and call out are provided free of charge.
We help you retain that peace of mind through an extended warranty purchased at the same time as your new instrument ensuring the same cast-iron reliability for a further 12 months.
What our customers say about reliance
“The mosquito has been running smoothly ever since! We are so grateful for your help. Because of your awesome support, we were able to wrap up a major project related to COVID19 sequencing support for County Departments of Public Health on time, according to our commitments. This was fantastic!”
Group Leader, Infectious Diseases
Chan Zuckerberg Biohub
“I would just like to say a big thank you to the SPT team for all your hard work on this project. You have been a great supplier to work with.”
Bioscience Project Manager
AI Digital - NHS Megalab install
"Your Field Service Engineer did a great job on the installation. It’s clear that the reliance® team have understood our goals and needs, which really makes a difference. They have been a pleasure to work with and are excellent at what they do, providing a very thorough and knowledgeable service.”
Operations Manager
Transnetyx
“As a daily user of the Lab2Lab system, I appreciate that SPT Labtech has established a local service and support office. This has accelerated the on-site response time for service calls. Additionally, I want to highlight the efficiency of SPT Labtech’s phone support and remote troubleshooting, which have proven to be effective on numerous occasions."
Senior Manager
Novartis