During the warranty period, your system is fully covered for corrective maintenance, parts and on-site labor. To ensure your continued satisfaction with your Malvern Panalytical system we offer a choice of service agreements that maximize the performance of your system throughout its lifetime.
Protect your investment and you could be enjoying these benefits
Priority response time
Avoid billables like labor charges for corrective maintenance
No pre-agreement inspection (which may be applicable for systems coming onto a service agreement after a 60 day no coverage period)
The table documents items which are included as part of the respective agreements, and the level of response time you can expect.
Types of coverage
Comprehensive service agreement (Corrective and Preventive maintenance: A + B coverage)
Preventive maintenance (PM) service agreement (B coverage only)
A) Corrective maintenance
Priority 1 response time:
Phone support from qualified engineer within 4 hours
Priority queuing of qualified engineer for on-site support regardless of location
Technical phone support (8hrs /5days per wk)
Free for first 15mins
Service parts *
Labour for corrective maintenance
Discounts for on-site travel
B) Preventive maintenance
Labor for preventive maintenance
Safety / radiation checks
Optional add-ons are available upon request:
Online performance checks 4 x per year
Technical phone support: 12hrs /7days per wk *
Technical phone support 24hrs/7days per wk *
Talk to us about a 1, 2 or 3-year service agreement
* Applicable to comprehensive service agreements only
Terms & Conditions
Benefits of getting a service agreement
Comprehensive agreement benefits (priority 1 response time)
For comprehensive agreements, labor and parts are included
Preventative Maintenance service agreement benefits (priority 2 response time)
For preventative maintenance (PM) service agreements in the event of any corrective maintenance required, PM agreement holders enjoy discounted labor and travel time
Number of Preventative Maintenance Checks Annually
Cubix systems have 2 preventative maintenance checks annually
Empyrean, Aeris, X’Pert3 MRD, X’Pert3 MPD systems have 1 preventative maintenance check annually
WDXRF have 2 preventative maintenance checks annually
Epsilon 1, Epsilon 3, Epsilon 4 range systems have 1 preventative maintenance check annually
TheOx, TheOx Adv, LeNeo, LeDoser – B Coverage Only.
Number of preventive maintenance checks carried out depends on instrument usage. Either quarterly or six monthly.
Collimators, fixed slits, sealed detectors, scintillation detectors, HT cables, monochromators, x-ray tubes, sample holders, sample loaders, sample magazines, software, chiller systems, computer systems, peripherals and their consumables. Various high, low temperature and reaction chamber attachments.
Exceptions: Aeris includes x-ray tubes for comprehensive agreement holders
Crystals, collimators, flow-counter wire and windows, sealed detectors, scintillation detectors, HT cables, x-ray tubes, sample holders, software, chiller systems, gas sealed detectors, monochromators, motor alternators, sample magazines, HTK temperature attachments, computer systems, peripherals and their consumables.
Exceptions: Epsilon 3 and Epsilon 4 includes x-ray tubes for comprehensive agreement holders
Comprehensive service agreement
Phone support excludes public holidays unless the agreement is upgraded to 12/7 or 24/7 phone support
Performance checks using TeamViewer can be carried out for SuperQ software versions 5.3 and higher