At BioTools, we understand the critical nature of our customers’ work with the equipment we provide. We are dedicated to offering high-quality service and support throughout the equipment lifecycle, ensuring our customers’ investments are protected, equipment reliability is maximised, and performance is optimised.
BioTools offers a comprehensive range of services, including pre-installation consultation and planning, project management, installation and IQOQ validation services, ongoing routine preventative maintenance, performance validation, breakdown service and repair, equipment calibration, and routine updates of hardware, firmware, and software as recommended by the manufacturer.
General Service
BioTools maintains a service department, workshop, and wet lab at our head office in Brisbane, QLD. Occasionally, equipment may need to be returned to the office for assessment, repair, refurbishment, calibration, or upgrades unsuitable for a working laboratory environment.
Log a Support Request
If you would like to log an equipment support request, please scan the Service QR Code located on the front of your equipment, or via the link below;
Before BioTools conducts any service activities, either in the field or at our workshop, the following steps are required:
- Log a service support case with BioTools, describing the problem, issue, equipment, and serial number(s), along with contact details for the person logging the service request.
- Submit a completed Equipment Decontamination Declaration Form (Form XXX) for review and approval. Approved goods for return will need a booking reference and a Return Materials Authorization number, which should be included and labelled on the packaging.
- For work not covered under an original equipment warranty or an active BioTools Support Plan, a service quotation will be issued. A valid purchase order number or credit card authorization is required to commence work or bookings.
- Upon completion of site-based service work, a completed BioTools Field Service Report will be provided to the customer contact and will require customer sign-off. Additional documentation, such as equipment-specific Service Checklists, IQOQ Documentation, or Site Acceptance Test (SAT) documentation, may be provided for larger projects.
Equipment Support Plans
BioTools provides tailored Equipment Support Plans to meet our customers’ needs. These range from Standard Plans for routine annual or semi-annual preventative maintenance, including discounted rates for ad-hoc services, to Comprehensive Plans that cover both proactive routine maintenance and unexpected ad-hoc services, ensuring total peace of mind. Support Plans can be part of the pre-sale process for new equipment or at the end of the manufacturer’s warranty periods, with options for 1, 2, or 3 years of coverage.
Our Support Plans offer assured priority, faster response times, and access to our expert factory-trained service team, backed by equipment manufacturers.
Application Support
BioTools is committed to providing full technical support to help customers maximize their equipment investment. We offer a range of application support services, including remote, email, and phone support, operator and user training, and super user training that includes basic troubleshooting skills. These trainings ensure customers are knowledgeable and empowered to maximize the benefits of their purchased products. BioTools also conducts local morning teas, workshops, and user group meetings from time to time.
Remote Support
Remote support is a crucial aspect of any company’s overall support strategy. BioTools has a suite of remote support tools and processes to assist customers in troubleshooting reported complaints and problems. This includes remote training, presentations, and remote access to customer equipment for effective and timely log file collection and direct recovery by the service team. BioTools takes electronic data security and privacy seriously, initiating remote support only at the customer’s request at a pre-arranged time. All remote sessions are closed and logged upon completion of the agreed support activities. For more information, please contact our service team.
