LSG-ServicesAndSupport-Advantages-Letter-2024.pdf

Subject: Thermo Fisher Scientific services and support advantages

Dear valued customer, Built on more than 35 years of service expertise, Thermo Fisher Scientific Global Services and Support provides the highest-quality support available for Applied Biosystems™, Invitrogen™, and Ion Torrent™ instruments and applications.

Thermo Fisher Scientific is the sole manufacturer of the instruments listed in the attached quotation and has not issued a letter of assurance nor provided a manufacturer’s training certification to any third party (or its employees, subcontractors, or agents) for the servicing of its manufactured instruments.

Thermo Fisher Scientific maintains intellectual property rights to its data collection software and service tools software. Third-party resellers and service providers are strictly prohibited and unauthorized to access, use, or sell this software. Doing so strictly violates our intellectual property rights.

Purchasing a service plan from us offers the following critical advantages:

• Our field service engineers (FSEs) go through a multi-step process in order to obtain factory certification to work on our instrumentation and software. This certification is renewed every two years to ensure that service engineers maintain this standard of excellence. In addition, they remain certified on Class 3B lasers.

• Our service engineers have full and exclusive access to our latest technical developments, repair processes, software application updates, and planned maintenance procedures. Additional support includes:

– Priority territory and regional specialist support.

– An escalation support network for broad-based support and solutions to any issue. The network’s sole purpose is to quickly bring together a team of qualified personnel across the organization to resolve situations that go beyond the support of our local teams. In addition to local personnel, our team members include service product managers, product managers, and R&D staff scientists.

– Instrument-specific knowledge databases with extensive information captured over the lifetime of the platforms.

– Annually calibrated tools to maintain optimal performance.

– Software updates (bug fixes and patches) on a complimentary basis during the term of any service plan.

• Only our service engineers have the required product knowledge and specialized training to provide qualification services. We offer the broadest range of audit-quality compliance and validation services, ranging from risk assessment and hardware/software qualification to full system and workflow validation. All qualification services include a comprehensive package that consists of rigorously executed protocol documentation as well as all data collected during the execution of the protocol to prepare your lab instruments for an audit.

• We use only replacement parts that have been certified to our original manufacturing specifications. In addition, major subassemblies such as circuit boards, polymer pumps, lasers, ovens, CCD cameras, autosamplers, motors, major wiring harnesses, and other certified replacement parts can only be ordered and obtained through an FSE from Thermo Fisher Scientific and are not available for purchase separately.

• All of our FSEs carry a range of service spares with them. This local inventory is managed according to the number of instruments and their usage, and provides engineers with the proper service spares to maintain a high percentage of first-visit call completions.

• We do not authorize any third-party service provider to perform any maintenance and repair on Applied Biosystems, Invitrogen, and Ion Torrent instruments.

Thermo Fisher Scientific

Life Sciences Group

5781 Van Allen Way

Carlsbad, CA 92008 USA

800-955-6288 opt 3,2

Fax 925-426-2051

Email: service.sales@thermofisher.com thermofisher.com

• We use only Dell™ business-class computers, built to our specifications. We specify the internal components to use and require Dell to supply us with spares. Spare parts are crucial since manufacturers are required to write and test imaging software with the appropriate software drivers for all peripherals. The spares provided by Dell are exclusive to our business-class computers. In addition, under the terms of a Thermo Fisher Scientific service contract, we are required to maintain the computer, which may mean repair or replacement.*

• Only our service contract customers have access to our global technical assistance center (TAC), staffed by senior service engineers to provide the highest level of expertise for troubleshooting Applied Biosystems, Invitrogen, and Ion Torrent instruments.

The TAC helps to streamline the repair process, increase instrument uptime, maximize productivity, and lower the total cost of instrument ownership.

• Our instrument service plans include digital service innovations to help keep instruments and labs running smoothly. Selected instruments include pioneering on-demand tools and capabilities such as remote support through a mobile device using augmented-reality (AR) technology, instrument-driven support, and on-demand instrument training.

• Customers with service contracts receive the remote monitoring and diagnostics service for applicable Applied Biosystems and Ion Torrent instruments. This service includes a real-time monitoring system that helps improve instrument uptime by enabling our service personnel to remotely diagnose issues and proactively respond when an instrument falls below preset operating parameters.

User suggestions and feedback are adopted to continually improve, upgrade, and implement new alarms and warnings.

• We maintain staffing levels for factory-trained service engineers to enable rapid service response. Guaranteed response time is available under certain service contracts in most regions.

• Our customers have access to support from knowledgeable, specialized field applications scientists (FASs) with lab experience.

Our FASs will guide and assist you with your workflow and/or analysis in the following areas:

– Molecular biology

– Real-time PCR

– Cellular biology

– Next-generation sequencing

– Sanger sequencing

– Applied markets (clinical oncology, reproductive health, and agrigenomics)

– Human identification

Our services and support are recognized worldwide as “best in class” for overall repair time, quality of service, and field service engineer technical competency.** As a preferred asset management provider and trusted partner, we will maximize your instrument utilization and improve the effectiveness of your lab operations. We value you as a customer, appreciate the opportunity to support your research goals, and hope you choose us for your instrument service plans and repair needs.

Sincerely, Joe Tkach Director, Global Service Sales, Life Science Solutions

1/4/2024

* See our Instrument Services Terms and Conditions for full terms, conditions, and limitations of our service contracts, or contact us for a copy.

** “Best in class” recognition is based on a report by Service Edge Consulting of Massachusetts, an independent consulting firm.

Explore our services and support solutions at thermofisher.com/instrumentservices For Research Use Only. Not for use in diagnostic procedures. © 2019 Thermo Fisher Scientific Inc. All rights reserved. All trademarks are the property of Thermo Fisher Scientific and its subsidiaries unless otherwise specified. Dell is a trademark of Dell Inc. COL011175 1219 https://www.thermofisher.com/us/en/home/global/terms-and-conditions.html http://thermofisher.com/instrumentservices