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Dragonfly Maintenance Packages

Here for Your Peace of Mind

Andor Microscopy Maintenance Packages are designed to reduce costs and ensure an exceptional and dependable level of support for the lifetime of your product.

To maximise the performance and availability of your System, we offer maintenance packages with enhanced support, paid product repair and replacement cover beyond the standard warranty period.

A Microscopy Maintenance Package from Andor offers the ability to fix your hardware maintenance costs, thus eliminating the risk associated with unexpected expense in the future.

Microscopy Maintenance Packages can be purchased at point of sale, during the first year warranty period or renewed during the life of the maintenance package without the need for system inspection.

Total Care

Having purchased Dragonfly, the latest technology in a high-speed confocal imaging platform, you will want to protect your investment into the future. Ensure your research continues to advance unhindered by keeping your Dragonfly at its peak performance. An Andor maintenance package offers peace of mind with a priority service, remote support, fast on-site assistance, annual PMV, the latest software updates, and access to dedicated service stock.

Standard Terms and Conditions of Sale

The terms of a maintenance package do not replace the warranties and liability terms as set out in Andor’s Terms and Conditions of Sale document which is available here.

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Microscopy Maintenance Packages

Andor Help Desk provides a convenient and reliable single point of contact. You will receive a prompt and efficient response to questions and issues associated with the operation of Andor Microscopy products

To minimize downtime, Andor targets site visits within 5 business days* for Platinum users, and 10 business days* for Silver users. All travel and accommodation costs are covered by Andor.

Andor’s annual Preventive Maintenance Visits (PMVs) give you the assurance of knowing that your system is in good health, which is crucial to keep your system fighting fit, and ensure long-lasting performance.

Customers under maintenance will be entitled to Fusion updates for the duration of the agreement. For Platinum packages there will be no charge for replacement or repair parts.

Included Software Only First Year Warranty Silver Package Plantinum Package On-demand Maintenance
Priority Helpdesk Support
Remote support via TeamViewer
Fast on-site response
Annual Preventative Maintenance Visit
Software Updates (Fusion)
Repair or replacement parts
25% Discount
LiveAssist™

Available at Cost

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Innovative Support Techniques

TeamViewer

Allows us computer access over the internet, as if we were sitting with you on-site, particularly useful for training, remote upgrades or basic support. Support queries can be handled quickly, ensuring minimal downtime and inconvenience.

LiveAssist™

Using the very latest technology, we can enhance our response by digitally merging two real-time views, blending local and remote video streams to give or recieve interactive help anywhere instantly.

Our Support Packages provide fast and easy access to our expert help desks, key account engineers and spare parts, to ensure that your uptime, cost of ownership and productivity stay at an optimal level.

Having access to Andor’s experts using the latest innovative techniques  (TeamViewer & Live Assist) will ensure you are getting the most out of your Andor equipment.

Our Customers that are under the Dragonfly Maintenance Support Package will be entitled to software updates and patching for the duration of the agreement.

Customer Support

Andor products are regularly used in critical applications and we can provide a variety of customer support services to maximise the return on your investment and ensure that your product continues to operate at its optimum performance.

Andor has customer support teams located across North America, Asia and Europe, allowing us to provide local technical assistance and advice. Requests for support can be made at any time by contacting our technical support team at andor.oxinst.com/support.