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Service Level Agreement

For laboratories where continuity, reliability and documentation are essential. Our SLA offers maximum assurance with a tailored agreement, guaranteed response times and a dedicated contact person.

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Service Level Agreement

Premium

Maintenance proactively scheduled
Multi-year agreement
Adaptable to your quality system
Fixed hourly rate for multiple years
Fixed call-out charges for the duration
24/7 emergency service available
Guaranteed response time for breakdowns
Backup equipment available
Agreed report turnaround time
Annual review with service manager
Cancellable at any time if dissatisfied

What does an SLA involve?

Fully managed, tailored to you

With a Service Level Agreement, you establish clear agreements on maintenance, response times and costs. You are treated as a priority for breakdowns and receive full support and reporting. The contract is tailored to your organisation, equipment and quality system.

All preventive maintenance visits are included, along with documentation and calibration reports. You receive a dedicated contact person who knows your situation and conducts an annual review with you. For breakdowns, guaranteed response times apply and our 24/7 emergency service is available.

An SLA is ideal for regulated environments such as GMP laboratories in the pharmaceutical industry and medical diagnostics where continuity and compliance are essential.

Other service levels

On Demand (Basic)

Flexible service on a call-out basis, with no contractual obligations.

Pro Active (Plus)

Scheduled preventive maintenance with fixed planning and priority for breakdowns.

Frequently Asked Questions

Questions about our Service Level Agreement

What are the advantages of an SLA compared to Pro Active?

With an SLA, you not only receive preventive maintenance, but also contractually agreed response times, a fixed hourly rate for multiple years, a dedicated contact person and an annual review.

Can SLA terms be customised?

Yes, we tailor the contract entirely to your organisation, equipment, quality system and specific requirements. Every SLA is bespoke.

Are breakdowns resolved more quickly?

Yes, SLA clients receive the highest priority. Guaranteed response times are contractually agreed and our 24/7 emergency service is always available.

Which sectors is an SLA suitable for?

An SLA is particularly suitable for the pharmaceutical industry, medical diagnostics, life science logistics and the high-tech industry. However, any organisation seeking maximum continuity can benefit from an SLA.