AB_SCIEX_Sole_Source_Statement_2016.pdf

1201 Radio Road Redwood City, California 94065

January 25, 2016

To: North America SCIEX Service Customers

Subject: SCIEX Service Advantages

This letter addresses the question of whether SCIEX is the only organization able to service its instruments. While SCIEX cannot prevent third parties from offering service for our instruments, it has not trained or authorized any third party service provider to perform complete end to end system maintenance/repair on its products. Moreover, purchasing a service plan from SCIEX offers the certainty that a properly trained engineer will troubleshoot and repair your instruments with OEM certified spare parts. To assist you in your evaluation, please also consider the following important advantages of contracting with SCIEX:

• Only SCIEX service engineers participate in our ongoing, multi-step training program. Our engineers are certified to service the entire SCIEX product portfolio (including instrumentation and software). This certification is renewed every two years to ensure that SCIEX service engineers maintain this standard of excellence.

• Only SCIEX service engineers have access to the latest technical developments, repair procedures, instrument schematics, software application updates, and planned maintenance procedures.

• Only SCIEX service engineers have access to SCIEX’s confidential and proprietary tools that enable our engineers to efficiently diagnose and service across the entire product portfolio, as well as optimize instrument performance.

SCIEX’s proprietary diagnostic tools ensure that SCIEX’s service engineers have the maximum level of certainty when troubleshooting complex technical issues.

• Only customers with a SCIEX service contract have phone and e-mail access to SCIEX Application Technical Support.

• Only customers with a SCIEX service contract have phone and e-mail access to our Global Technical Assistance Center (TAC) and Global Applications Technical Support (ATS) teams. TAC is staffed by senior engineers with the expertise to efficiently troubleshoot the entire product portfolio. ATS is staffed by experienced scientists with the proficiency to resolve both software and applications issues through complete workflows. The unique skillsets of the TAC and ATS teams helps to speed call resolution and assists customers in maximizing productivity.

SCIEX full coverage plans are backed by our Fix or Replace Commitment - with SCIEX Services we ensure you have an instrument that performs to OEM specifications - if we can't fix it we'll replace it. In addition, guaranteed response times are available under certain full coverage plans in most regions.

• Only SCIEX offers customers the option of StatusScope on most of our instruments. StatusScope is a real-time monitoring system which alerts SCIEX staff and its customers when an instrument or component function falls below pre-set operating parameters. StatusScope helps to reduce downtime and enables service to be scheduled prior to component failure, thereby helping to prevent sample loss, improve productivity, and maximize instrument uptime.

Please let us know if we can provide any additional information to assist you in your selection process.

Sincerely yours, Tom Szarzynski Sr. Director of Service, Americas