Service and Support

Support your system deserves from automation specialists

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AUTOMATION FOR A LIFETIME

We collaborate with you to keep your automation working now and in the future so you experience automation success every day. Biosero provides scalable service agreements and individual support services to fit your needs, your budget, and your desired automation utilization.

Put it in our trusted hands and Biosero will bring your automation vision to life. Our team of field service and support engineers across the globe can help you install, service and maintain your end-to-end laboratory instruments, robotics and software.

Whether you are installing Green Button Go software and instrument drivers or looking for technical problem-solving, our automations specialists use a consultative approach that mitigates risks and alleviates any fear of automation.

Adapt your workcells any time your needs change. Biosero also offers support for system relocations, upgrades, workcell redesign and conversion services.

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What to Expect when Requesting Biosero Support

You may request Biosero service and support from Green Button Go in-app help, from this website, or by emailing us at service@biosero.com.

Requests initiated from Green Button Go Software in-app help and from the Open a Support Ticket Now button on this website create a request in Biosero’s service ticketing system, and you can expect an email confirmation of the ticket creation within 30 minutes of submitting your request. Your ticket is routed to the Biosero Automation Field Service Engineer or Software Support Engineer first available, who will then contact you.

Requests sent to service@biosero.com are received by our team, and then assigned to a Biosero Automation Field Service Engineer or Software Support Engineer, who will create your ticket and then contact you directly.

You can expect response time via phone or email to begin addressing your request within 8 business hours if you have warranty, service agreement or subscription coverage. Requests for support of software or products without coverage typically are responded to within 12 business hours and may require quotation and PO receipt before we can begin technical troubleshooting.

Descriptions of Service Contract Plans and Subscriptions

YEARLY BASIC SYSTEMS SERVICE AGREEMENT

  • Unlimited phone support.
  • On-site repairs: includes labor, travel and spare parts. Accessories and consumables not included.
  • Eight-hour phone response, excluding evenings, weekends and Holidays.
  • 48 to 72-hour on-site response time, excluding evenings, weekends and Holidays.
  • (1) Planned Maintenance (PM) performed annually within the 12-month contract period.

YEARLY PREMIUM SYSTEMS SERVICE AGREEMENT

  • Unlimited phone support.
  • On-site repairs: includes labor, travel and spare parts. Accessories and consumables not included.
  • Six-hour phone response, excluding evenings, weekends and Holidays.
  • 24 to 72-hour on-site response time, excluding evenings, weekends and Holidays.
  • (1) Planned Maintenance (PM) performed annually within the 12-month contract period.
  • Complimentary consultations and Discounted Rates for Integration Support Services and System Relocations Services.
  • Annual New User Robot training for up to (2) operators.

YEARLY GREEN BUTTON GO BASIC SOFTWARE SERVICE AGREEMENT

  • Major Version Software Upgrades & Minor Version Software Updates to Green Button Go and installed GBG Plugins.
  • Hot-fix bug corrections.
  • Unlimited phone & remote Technical Support and limited on-site service visits for Green Button Go software.
  • Eight-hour phone response, excluding evenings, weekends and Holidays.
  • Consultation and support for Green Button Go back-ups and installations.

ANNUAL GREEN BUTTON GO DRIVER SUBSCRIPTION

  • One-year subscription to Biosero Device Drivers. (Device driver is defined as a software component that allows a user to control a specific third party electronic or electro-mechanical device through Green Button Go Software).
  • Includes device driver upgrades and updates.
  • Unlimited phone and remote Technical Support for installed Green Button Go device drivers.
  • Up to (4) device driver exchanges within the 12-month contract period; limited to similarly classified devices for which Biosero has an existing driver. Please consult with Biosero for driver availability.

YEARLY GREEN BUTTON GO PREMIUM SOFTWARE SERVICE AGREEMENT

  • Major Version Software Upgrades & Minor Version Software Updates to Green Button Go and installed GBG Plugins.
  • Hot-fix bug corrections.
  • Unlimited phone & remote Technical Support and unlimited on-site service visits for Green Button Go software.
  • Six-hour phone response, excluding evenings, weekends and Holidays
  • Complimentary consultations and Discounted Rates for Integration Support Services and System Relocations Services.
  • Annual New User Software training for up to (2) operators.

DEPOT SERVICE AGREEMENT

  • Unlimited phone support.
  • Depot repairs (Biosero Service Depot site): includes inspection, labor, and spare parts. Accessories and consumables are not included. Planned Maintenance service is not applicable to depot agreement-covered products. Product returned for repair may be repaired or replaced at Biosero’s sole discretion.
  • The customer is responsible for shipping containers and paying shipment costs in both directions to/from Biosero Service Depot. Biosero will make best effort to repair or replace the product within 5 business days after receipt at our service depot.

PREMIUM SOFTWARE AND SYSTEMS AGREEMENT BUNDLES

  • This product bundles Premium Systems Service Agreement, Premium Software Service Agreement, and Annual Green Button Go Driver Subscription at one rate, and includes all coverages listed above for these items.

NOTES

  • Service hours Monday — Friday, 8:00 AM to 5:00 PM, excluding Holidays
  • Coverage EXCLUDES: New hardware integration, application support, new method development, computer hardware not listed as line items on this proposal, additional GBG Plugins, and any Green Button Go custom feature requests.
  • Coverage provided for each individual instrument and GBG license listed on this proposal with no substitutions.
  • Errors, damages, and failures attributed to misuse, user error, servicing that is performed by user or a non-authorized third party, or non-Biosero provided spare parts are not covered by this service agreement.
  • Rates valid until expiry date of proposal; subject to change without notice.
    To request a quote for services or agreements email service@biosero.com

Contact Biosero Support

Open a support ticket in the Tools section of your installed Green Button Go Software

Open A Support Ticket Now

In North America call 1 833 GBG-CALL (424-2255)
Service@Biosero.com