FlexCHOICE mySystem Coverage

Importance of Service Coverage for Automated Lab Instruments

In highly automated analytical laboratories, maintaining continuous instrument uptime is essential for reliable data generation, operational efficiency, and cost management. Tailored service agreements help laboratories mitigate unexpected downtime, control maintenance expenses, and preserve analytical performance over the instrument’s lifecycle.

Objectives and Overview of FlexCHOICE Service Plans

FlexCHOICE mySystem Coverage offers modular service options for the Andrew+ automated liquid handling platform. The main goals are to:

• Extend support beyond the standard warranty period.
• Provide flexible combinations of repair coverage and preventive performance visits.
• Offer priority remote assistance, on-site repairs, and loaner units to minimize downtime.

Instrumentation Used

• Andrew+ Automated Liquid Handling Instrument.
• OneLab Software for instrument control and cycle monitoring.

Methodology and Instrumentation

Service offerings are structured in three categories:

• Service & Support Only: Covers on-site or depot repairs, parts, labor, travel, remote technical support, and priority call handling.
• Performance Maintenance Only: Provides one scheduled annual maintenance visit, genuine parts, labor, travel, software updates, and priority remote support.
• Combined Service & Support with Performance Maintenance: Integrates both repair coverage and yearly preventive maintenance from the second year onward.

Plans can be purchased within 90 days of instrument delivery or later, up to the sustaining support phase, with coverage durations from one to a total of five years when combined with the standard warranty.

Key Outcomes and Discussion

Comparison of plan features:

• Repair Response: Priority on-site service or depot repair with loaner units and genuine Waters parts.
• Performance Maintenance: Annual visits after year two to calibrate, update OneLab software, and inspect critical components.
• Cost Control: Discounts on hardware upgrades (20%) and educational courses (15%) under service plans.
• Operational Cycle Threshold: Robot arm failures covered up to one million cycles; thereafter specific components require separate billing.

Coverage timelines ensure continuous support; customers can elect additional years whenever the instrument remains in supported status.

Benefits and Practical Applications

Key advantages for analytical and QA/QC laboratories include:

• Reduced unplanned downtime through priority repairs and preventive maintenance.
• Budget predictability via fixed-price service contracts and parts discounts.
• Access to certified field engineers and specialized technical support.
• Extended instrument lifespan by replacing wear items before failure.

Future Trends and Potential Applications

As lab automation evolves, service models are expected to incorporate:

• Remote condition monitoring and predictive maintenance using IoT sensors and data analytics.
• Cloud-based software updates and performance reporting dashboards.
• Integration of additional peripheral devices into unified coverage plans.
• Customized service tiers aligned with throughput demands and regulatory requirements.

Conclusion

Waters FlexCHOICE enables laboratories to tailor maintenance and support strategies for the Andrew+ instrument, balancing cost and uptime demands. By selecting the optimal combination of repair coverage and preventive maintenance, organizations can safeguard analytical workflows, extend instrument life, and achieve predictable operating expenses.