Full Service Agreement
The most comprehensive coverage is provided by our Full Service agreement. It includes all recommended preventive maintenance, and Technical Call Center support around the clock. In addition, a Full Service agreement entitles you to all on-site repairs and any required parts, performed by a bioMérieux certified engineer during coverage hours. Selecting an automatically renewing Full Service agreement ensure continuous service coverage while reducing your administrative workload.
Business Full Service Agreement
Our Business Hours Full Service Agreement provides the same coverage elements as our Full Service Agreement, but with reduced hours. It is available only for labs operating Monday-Friday, 8:00AM-5:00PM. This agreement covers all telephone support, labor, travel, expenses, and parts for an unlimited number of telephone support calls and on-demand service visits, during Business Hours (defined as 8:00AM - 5:00PM Customer’s Local Time, Monday through Friday). This Agreement also includes the recommended preventive maintenance visits per year and bioMérieux’s remote diagnostics feature for troubleshooting instrumentation.
PM Plus Agreement
We also offer a PM Plus Agreement which includes all recommended preventive maintenance and Technical Call Center support around the clock. As with our Full Service agreement, agents are available 24/7 to diagnose and repair reported issues over the phone. However if a dispatch is required, any onsite repairs and parts are available at current time and material rates.
Ala Carte Services
Additional services available for purchase include but not limited to
- Instrument Moves
- Power solutions
- LIS Connectivity Support
- Recovery of compromised PCs (read more below)
Should any bioMeriéux PCs or servers become compromised because of ransomware vulnerabilities or an unfortunate network breach, we offer bioMeriéux owned PC (personal computer) or server reimaging services by our highly trained service teams. You can learn more about bioMeriéux Information security in this section. We support our non-contract customers by offering billable preventive maintenance visits, repairs, and technical call center support on demand.
US Service Offerings
bioMérieux empowers your organization with the knowledge, tools and support you need to achieve success today and sustain it into the future. We offer an unmatched suite of traditional services combined with consulting expertise based on real world experience in a wide range of healthcare laboratory settings.
| Instrument | Plan Type | ||||
| Full Service Agreement | Business Hours Full Service Agreement | PM Plus Agreement | Ala Carte Services | # of Recommended Preventative Maintenance Visits | |
| APS 320/ONE | ✔ | ✔ | 1 | ||
| BACT/ALERT® 3D | ✔ | ✔ | ✔ | ✔ | 1 |
| CHEMSCAN RDI | ✔ | ✔ | ✔ | ✔ | 1 |
| COPAN WASP | ✔ | ✔ | 2 | ||
| D-COUNT® 25 | ✔ | ✔ |
✔ | ✔ | 1 |
| D-COUNT® 50 | ✔ | ✔ | ✔ | ✔ | 2 |
| easyMAG® | ✔ | ✔ | ✔ | 2 | |
| EASYQ | ✔ | ✔ | 1 | ||
| EASYSTREAM® | ✔ | ✔ | ✔ | ✔ | 1 |
| EMAG® | ✔ | ✔ | ✔ | ✔ | 1 |
| FILMARRAY®* | Depot Repair | ✔ | - | ||
| GENE-UP® | ✔ | ✔ | ✔ | - | |
| MASTERCLAVE® | ✔ | ✔ | 1 | ||
| MINI VIDAS® | ✔ | ✔ | ✔ | 1 | |
| MYLA® | ✔ | ✔ | ✔ | - | |
| PREVI® COLOR* | Depot Repair | - | |||
| TEMPO® | ✔ | ✔ | ✔ | ✔ | 1 |
| VIDAS® | ✔ | ✔ | ✔ | ✔ | 1 |
| VIDAS® 3 | ✔ | ✔ | ✔ | ✔ | 1 |
| VIRTUO® | ✔ | ✔ | 1 | ||
| VITEK® 2 60 | ✔ | ✔ | ✔ | ✔ | 1 |
| VITEK® 2 COMPACT | ✔ | ✔ | ✔ | ✔ | 1 |
| VITEK® 2 XL | ✔ | ✔ | ✔ | ✔ | 2 |
| VITEK® MS | ✔ | ✔ | ✔ | 1 | |
Grey Market Products
bioMérieux defines Grey Market Products to be any bioMérieux or BIOFIRE® branded product not (i) purchased directly from bioMérieux; (ii) purchased from a bioMérieux authorized distributor; (iii) transferred internally between any parent, subsidiary, or affiliate entity of an original purchaser; or (iv) transferred as part of any merger, or acquisition, of an original purchaser with another company.
bioMérieux will not support any bioMérieux or BIOFIRE branded products that are determined by bioMérieux, in its sole discretion, to be Grey Market Products.
Notwithstanding the above, bioMérieux may support, in its sole discretion, Grey Market BIOFIRE branded instruments and/or PREVI® COLOR V2 instruments if such instruments are sent to the applicable bioMérieux facility for maintenance, refurbishment, or replacement (as determined by bioMérieux upon inspection) at possessor's sole cost and expense. Please contact bioMérieux at 1-800-682-2666 for further details.
PRN 060443 Rev0.1A