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Supporting a healthy systemServiceCare

The statement by Ernst Leitz in 1907, “With the User, For the User,” describes the fruitful collaboration with end users and driving force of innovation at Leica Microsystems. We have developed five brand values to live up to this tradition: Pioneering, High-end Quality, Team Spirit, Dedication to Science, and Continuous Improvement. For us, living up to these values means: Living up to Life.

Leica Microsystems operates globally in three divisions,

where we rank with the market leaders.

LIFE SCIEnCE DIvISIon

The Leica Microsystems Life Science Division supports the imaging needs of the

scientific community with advanced innovation and technical expertise for the

visualization, measurement, and analysis of microstructures. our strong focus on

understanding scientific applications puts Leica Microsystems’ customers at the

leading edge of science.

InDUSTry DIvISIon

The Leica Microsystems Industry Division’s focus is to support customers’ pursuit

of the highest quality end result. Leica Microsystems provide the best and most

innovative imaging systems to see, measure, and analyze the microstructures in

routine and research industrial applications, materials science, quality control,

forensic science investigation, and educational applications.

MEDICaL DIvISIon

The Leica Microsystems Medical Division’s focus is to partner with and support

surgeons and their care of patients with the highest-quality, most innovative surgical

microscope technology today and into the future.

Active across Europe Tel. & e-mail Austria • Vienna +43 148 680 5032 [email protected]

Belgium • Groot Bijgaarden +32 2 790 98 50 [email protected]

Denmark • Ballerup +45 4454 0101 [email protected]

France • Nanterre Cedex +33 156 052 326 [email protected]

Germany • Wetzlar +49 64 41 29 44 44 [email protected]

Italy • Milan +39 02 574 86 508 [email protected]

netherlands • Rijswijk +31 70 4132 100 [email protected]

Portugal • Lisbon +35 121 121 2324 [email protected]

Spain • Barcelona +34 93 494 9536 [email protected]

Sweden • Kista +46 8 625 45 45 [email protected]

Switzerland • Heerbrugg +41 71 726 34 34 [email protected]

United Kingdom • Milton Keynes +44 854 604 9095 [email protected]

Leica Microsystems – an international company

with a strong network of worldwide customer services:

www.leica-microsystems.com/servicecare-eu

ServiceCare Brochure ENOrder no: 11914794Copyright © by Leica Microsystems. LEICA and the Leica Logo are registered trademarks of Leica Microsystems IR GmbH.


› Welcome to ServiceCareongoing, long-term support, in ways that match your requirements, is incredibly important to us. our commitment starts at production, and continues right through assembly, shipment, delivery and installation, and on into the maintenance programs we offer. Because in today’s world, simply selling product won’t do.

When you buy equipment from Leica Microsystems, we deliver far more than a technological assembly of beautifully crafted components. our goal is to deliver tailor-made service solutions to ensure optimal results, peace of mind, success and pride. This is Leica Microsystems’ ServiceCare.

› Choose the ServiceCare program that’s right for youThrough ServiceCare, Leica Microsystems offers a range of service and support programs that are matched to a range of requirements, systems and budgets.

and just as roots nourish a tree, our roots are the servicing, maintenance, training and customer support options that are available to suit your needs.

So when you commit to Leica Microsystems, we commit to you in ways that truly deliver.

Talk to your Leica Microsystems service team about a ServiceCare program. Local contact details are at the back of this brochure, or get in touch online at www.leica-microsystems.com/servicecare-eu


› The experience of others

“We have [the] ‘PremiumPlusCare’ service contract and we are satisfied with the support level Leica Microsystems has provided including a good response to issues reported. The excellent communication we have with the Service Help Desk and Field Engineers allows us to keep our users updated on progress of any repair, allowing them to better plan experiments. The mutual trust built up throughout these years also contributes to the level of support we have received, and we look forward to this continuing into the future.”

Dr Yan Gu, Head of Confocal & Image Analysis Lab, NIMR, London.

“…we have microscopes from all four major vendors, but the microscope service from Leica has been among the best in terms of dependability, honesty and quality.”

Thomas C. Südhof, M.D., Dept of Molecular and Cellular Physiology & HHMI, Stanford University School of Medicine.

We hope the experience of others may help you decide that, whichever program suits you best, a ServiceCare option really does represent a wise investment.


› Preventive MaintenanceWe all know what it’s like when something breaks down. Disruptions never occur at a convenient time. Plus there’s the hassle of downtime, cost of repairs and of course the negative impact on critical work.

a ServiceCare contract will ensure everything possible is done for maximum uptime and minimum disruption. So for certain types of equipment it really makes sense to invest in regularly scheduled maintenance to help keep systems functioning as they should and performing to the level you expect.

of course, we always have experts on hand to solve problems should they occur, however, our unique ServiceCare Preventive Maintenance option (offered as part of all of our programs) can help your system remain trouble-free.


› remoteCarePut connective technology to work to keep your system healthy, up-to-date and operating at the peak of its performance.

ServiceCare’s RemoteCare technology can deliver system monitoring, deviation alerts, diagnostics, updates, upgrades and protection.

and be assured RemoteCare operates through a secure online technology that safeguards your data, is completely firewall-friendly and requires no additional IT set-up.

› Protect from failures – before they happen› Protect your work with prompt response to alerts› Protect the quality and health of your system with responsive maintenance› Protect productivity by reducing unexpected downtime and delays› Protect your investment by increasing productivity and uptime

ONLINE AND ON CALL RemoteCare’s remote system diagnosis ensures that if a technical professional is needed, the correct expert arrives on site with the correct parts, so that the work is carried out efficiently and effectively.


› Expert TrainingEvery year we invest a lot in making sure our Sales representatives, Field Service Engineers and application Specialists have in-depth knowledge about our products and applications. Which means that every year this investment is passed on to you and your team.

Upon receipt of your instrument, we aim to get you up and running as quickly as possible by providing your team with comprehensive and personalised training on the microscope and accessories.

Each Leica Microsystems ServiceCare training session covers topics such as:

› Start-up procedure and overview › Fundamental microscope training and care › Basic imaging, and image optimisation › Software overview and matching applications to your requirements› Saving images and user settings › Exporting images and data › Shutdown procedure

new team members? We’ll repeat training if needed. and if our exhaustive training still isn’t enough, each year we also run a series of detailed courses designed for those who need to know the very finest details.


› OneCallOneCall is a customer service solution offered to all Leica Microsystems customers. The OneCall hotline gives you easy, direct access to a knowledge and experience base that is beyond compare.

From guiding you through set-up procedures, to complex image acquisition and data management, our application Specialists and Field-trained Engineers help you get the most from every Leica Microsystems instrument. They can also trouble-shoot technical issues and, if a service visit is required, quickly coordinate with the service department to set up a visit from a Factory-trained Engineer.

TALkING yOuR LANGuAGE We pride ourselves on providing a very high quality, professional experience to suit you. Just as with ServiceCare our application Specialists are experts in the systems you own. and the range of scientific expertise at your disposal is ideally matched to your needs, whether they be in life sciences, industry or medical.

So when you speak to somebody at OneCall, you know you are speaking to a fellow expert that understands your work.


› Technical SupportFor some systems, Leica Microsystems ServiceCare is ideal because it provides peace of mind in the event of a failure. For others, it can provide peace of mind simply by helping ensure upgrades happen correctly and by taking care of preventive maintenance.

But there’s another peace of mind – the peace of mind that comes from knowing that the complex technical questions you need answers to can, in fact, be answered quickly and accurately.

That’s why we are committed to supporting you with technical knowledge at the highest level. It’s a commitment we make to you as our customers, because we realise that with equipment as sophisticated as ours, matching our technical expertise to your technical requirements is vital to helping you get the very best from your equipment.


› Service Contracts Choose from StandardCare, AdvancedCare, PremiumCare or PremiumPlusCare

We’d like to make it simple to decide which option fits best, so please get in touch to discuss your requirements with your Leica Microsystems representative.

Contact details are at the back of this brochure, or go online at www.leica-microsystems.com/servicecare-eu

However, we suggest you consider a few things first, for example:

What sort of equipment do you have and what level of support do you expect it to need?

What’s the technical knowledge base like within your department?

What benefits could an expert visit bring to your team?

Can we connect with other departments who may have, or who might consider, Leica Microsystems equipment, to help get even greater value for our investment?

Supporting a healthy systemServiceCare


› your ServiceCare program options

unlimited Parts Replacement (Specified Lasers INCLuDED)

unlimited Parts Replacement (Specified Lasers EXCLuDED)

Discounted training

Discounted hardware upgrades*

unlimited on-site repairs

RemoteCare

Preventive Maintenance 1 annual visit

Software updates

Priority on service calls

Response time

10% discount on spare parts

* where available

10% discount on spare parts

10% discount on travel and labor

Service Contracts PremiumPlusCare PremiumCare AdvancedCare StandardCare

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