NOVAPREP® is dedicated to providing the highest levels of after sales care and support to both direct customers and our authorised distributors.
To enable the fastest resolution to both hardware and software queries it is essential that an after sales agreement is in place to set and define expectations and to provide detailed information on how after sales support is delivered.
The following information describes the levels of support and processes involved.
1st line support provided to end customers by the local distributor is defined as
On site and remote support to provide technical evaluation, intervention and remedy for system faults and the provision of a maintenance service that fulfils the manufacturers and Novacyt’s recommendations
Contacts and Escalation Pathways
All technical queries and parts request have to be sent to the following group distribution list:
The following Novacyt personnel are part of the above distribution list:
Jonathan Curry – Applications and Sales Support Director
All technical queries are to be sent to the address using the below format:
- Serial #
- Software version
- Cause – if known
- Attempted Resolution
The escalation pathway will be:
Software License Request
Please send the request file *.lrq which is generated within the software at installation and every 12 months to:
The licence will be sent within the same working day as long as the request is received before 1200Hrs.
Levels of support – Authorised Distributors
Provided for 12 months after installation of the system onto the customer site or 18 months from purchase of the system, whichever is soonest. Warranty support includes all replacement parts (max 1 needle for NPS25 and 4 needles for NPS50) at no cost (replaced parts must be returned to Novacyt for fault analysis), travel and labour for on-site interventions. The required maintenance kit for the 6 month service visit is also included.
EXTENDED WARRANTY D
A service option available at Point of Sale to reflect the initial warranty provisions (as above) for a determined timeframe. This level of cover also gives a 10% discount on the costs of technical training and applications training course.
LIGHT SUPPORT D
A post warranty support option that provides the required bi-annual maintenance kit. It also gives the distributor access to technical support via the dedicated customer support e-mail address. This level of cover also gives a 10% discount on the costs of technical training and applications training course.
COMPREHENSIVE SUPPORT D
A post warranty support option that provides replacement parts (max 1 needle for NPS25 and 4 needles for NPS50) at no cost (replaced parts must be returned to Novacyt for fault analysis, the required bi-annual maintenance kits, full access to technical support via the dedicated customer support e-mail address and labour for on-site interventions (travel and accommodation costs are quoted and chargeable). This level of cover also gives a 10% discount on the costs of technical training and applications training course.
Summary of support options
|RESPONSE TIME*||WARRANTY||EXT WARRANTY**||LIGHT||COMPREHENSIVE||NON CONTRACT|
|ON SITE RESPONSE***|
|PM Kits Included|
|Tech Trg Discount|
*E-Mail response to technical query’s for a system that is hard down
**Warranty provision that MUST be purchased at Point Of Sale
***Response time for a system that is hard down
****Technical Support is chargeable at E50 per hour
Extra support functionality
Allowing a remote connection via the LAN at your site will allow Novacyt to respond almost immediately to any technical fault. As long as the computer is still running our technical support specialists can connect directly to the system and perform checks. The log files can also be collected to be analysed if required.
Technical training courses for the NPS25 and NPS50 are available to all authorised distributors. The courses are conducted from the Novacyt offices in Velizy, Paris and last for 3 days. There is also a 2 day applications course that can be added as requested to give engineers a good insight into how to run the process as well as how to maintain the hardware and software.
Included with all new distributor agreements are 2 places on the relevant technical course and applications course. Extra places and refresher courses can be attended by any authorised distributor. The course program is updated every 6 months and sent to all registered authorised distributors.
Every authorised distributor will receive 1 free of charge place per year on a technical training course. For all training courses, the distributor will be responsible for all travel and accommodation costs. Lunch is provided on each training day but breakfast and evening meal are also the responsibility of the distributor.
Parts are to be ordered through the Novacyt office in Velizy using the parts request form. The form has to be fully completed with an accompanying Purchase Order if necessary.
A stock holding of parts is held within the Velizy office to facilitate a quick turnaround time of dispatch. All parts are dispatched within 24Hrs of an authorised parts request. Should a part be unavailable all efforts will be made to obtain and dispatch as quickly as possible. All parts will be sent to the authorised distributor’s address. All customs declarations and costs are to be borne by the authorised distributor and all notifications must be included with the parts order form.
All spare parts are to be ordered through Novacyt including parts for maintenance visits. All parts supplied from Novacyt have been tested and comply with the system specifications. The use of parts from other suppliers is not advised as these parts will not have been tested for compliance with the NDF system. Use of parts from a third party will invalidate any warranty or after sales provision. Faults caused by the use of untested parts will not be covered by any existing agreement and will make all repairs billable.
Maintenance kits can be purchased outside of any contract type as required. The required maintenance kit consists of the following:
|Part Description||NPS 25||NPS 50|
|TUBING TIP VALVE (100CM)||1||4|
|TUBING VALVE TO PUMP (16CM)||1||4|
|TUBING PUMP TO SYST.LIQUID (320CM)||1||4|
|SYSTEM LIQUID FILTER (STANDARD) PEEK MESH||1||4|
|PLASTIC FERRULE (FOR SL FILTER PEEK MESH)||1||4|
|WASHABLE STAINLESS STEEL TIP (cleaned every 6 months)*||20000 Tests||20000 Tests|
* Needle should be cleaned in an Ultrasound bath every 6 months
Needle replacement costs will be calculated as per the system usage and will also be checked against the test number recorded within the software.