> For the complete documentation index, see [llms.txt](https://help.sbtinstruments.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.sbtinstruments.com/item-register/service/service-agreement.md).

# Service agreement

24-month warranty and 2 × preventive maintenance

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<figure><img src="https://4199970748-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAjOYV4v43T0TFlSRqgAp%2Fuploads%2Fgit-blob-f245034f56d015ad1f8f7ff708b3027fbe552464%2Fphoto--service-check-sticker--50073.png?alt=media" alt=""><figcaption><p>Each covered unit gets a <em>Service check</em> sticker after every maintenance event.</p></figcaption></figure>
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{% column %}
:label: Sales item `SA02`

:calendar: Term **24 months**

:tools: Includes **2 ×** preventive maintenance

:shield: **Full warranty** for the whole term

:package: Shipping **included both ways**
{% endcolumn %}
{% endcolumns %}

{% columns %}
{% column width="40%" %} <a href="mailto:sales@sbtinstruments.com" class="button primary" data-icon="envelope">Contact SBT to purchase</a>
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{% column %} <a href="/item-register/service/preventive-maintenance.md" class="button secondary" data-icon="hammer-brush">Preventive maintenance</a>
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<table><thead><tr><th width="100">Item no.</th><th width="106" data-type="number">Quantity</th><th>Note</th></tr></thead><tbody><tr><td><code>SA02</code></td><td>1</td><td><strong>24-months warranty and preventive maintenance</strong><br><mark style="color:$info;">The 24-months service agreement includes two preventive maintenance events and an extended warranty. Includes shipping.</mark></td></tr></tbody></table>

## What the agreement changes

<table><thead><tr><th width="180">Entitlement</th><th>With service agreement</th><th>Standard</th></tr></thead><tbody><tr><td>Support response</td><td>Within 2 business days</td><td>Within 5 business days</td></tr><tr><td>Repair turnaround</td><td>Within 5 business days. Labour is free. Parts are free when warranty covers the repair.</td><td>Within 15 business days. You pay all costs, including labour.</td></tr><tr><td>Return with no fault found</td><td>No charge</td><td>Processing fee of about €400 or $500</td></tr><tr><td>Shipping</td><td>SBT pays both ways, including tax and duties</td><td>Invoiced to you, including tax and duties</td></tr></tbody></table>

Support requests go to <customersupport@sbtinstruments.com>, which is what triggers the response time above.

## Preventive maintenance

The agreement includes two preventive maintenance events, one per year. Your BactoBox® has parts that wear with use, and this is what renews them and confirms the unit still performs.

{% content-ref url="/pages/i0Zdl7EKZwuhEDGxzWUg" %}
[Preventive maintenance](/item-register/service/preventive-maintenance.md)
{% endcontent-ref %}

## Warranty

Every covered unit carries SBT's full warranty for the whole term. SBT repairs or replaces, at our option, any failure that happens under normal use. Parts and labour are included.

The warranty covers the BactoBox® unit itself. It does not cover consumables or accessories, such as flow cells.

The warranty does not cover misuse, accidents, negligence, unauthorised modification, or external events. Damage to the electronics is excluded, for example from spills, liquid ingress, dropping the instrument, or overvoltage.

## Term and renewal

The agreement starts on the activation date and runs for 24 months. We remind you to renew 30 days before it expires.

If you do not renew, the entitlements stop on the expiration date and standard terms apply again. Anything scheduled but not finished by then moves to standard rates and turnaround times.

## What we need from you

* Make the unit available for service when a maintenance event is scheduled.

{% hint style="warning" %}
**Units used at Biosafety Level 3 or higher cannot be serviced**

A unit that has been in a BSL-3 environment, or the equivalent national containment level, is permanently excluded from maintenance, repair and warranty under the agreement, and no refund is given. We may ask for written confirmation of the organisms a unit has been used with before we accept it for service.
{% endhint %}

## How to get one

Contact SBT and we send you the full agreement together with a quote, so you can read every clause before you decide. When your purchase order arrives, we complete the agreement with your serial numbers and preliminary maintenance dates.


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