Service Maintenance Agreements: More than just a Service

Being a Service Maintenance Agreement (SMA) Customer with Henderson Biomedical – our laboratory equipment service agreement – means that we’re here to support you with more than just your scheduled service.

Why an SMA?

Our Service Maintenance Agreements, a laboratory equipment service agreement designed around your lab, cover you for a minimum of 1 year and provide you with a number of benefits throughout the length of the agreement.

We offer a range of SMA’s which have been designed with your needs in mind, ensuring that you receive fast, reliable and cost-effective support across a range of laboratory equipment.

By having an SMA with us, you can rest easy knowing that your equipment’s service is in hand. Should you need to contact us outside of this time, you will also receive priority response for any telephone or email requests from our dedicated office team. 

What’s included?

The below list shows our Service Maintenance Agreement plans and the benefits included with Y = included, N = not included, N/A = not applicable to this plan:

A Breakdown Safeguard, also known as an ‘option 2’, covers you in the untimely event of an emergency repair. The ‘option 2’ is an advanced payment for up to two emergency repairs for the duration of the Bronze Service Maintenance Agreement. This can be applied to any equipment listed in your Service Maintenance Agreement. This ‘option 2’ does not include the cost of spare parts but does include all labour and travel costs. You can purchase as many ‘option 2’ packs as you wish.

To ensure we can get your lab back up and running as soon as possible, we stock over 15,000+ spare parts ready to be shipped out next day for our engineers to use pre or post service. We also have on hand a number of loan units, should your equipment require in-house repair work.

If you have looked at this and are still unsure which plan is best for you and your equipment, our friendly Support Team are on hand to help and can help you pick the best plan and options for your needs.

How SMA’s Work

When you enquire about and agreement with us, you will be sent a quote which will have your agreement ‘Start’ and ‘End’ date at the top. This time frame will be determined by the length of the agreement you would like to take out with us.

We can offer multi-year agreements for 2, 3 and 5 years, which allow customers to freeze their contract total, and can offer a saving of between 3-5% per year.

Once you have received your Quote from us, we would ask you to ensure that all equipment information is correct, including Serial Numbers, locations and any Calibrations that are required.
If you require your service to take place in a specific month, please let us know and we can ensure that this is represented on the quote.

Our team are happy to make any amendments to the quote to ensure that all information is correct, before processing this on the system.

When you are happy with the Quote, we would ask that a valid PO is sent to our Sales inbox for processing.
Once your PO has been received by our team, you will receive an email confirming that this has been set up on our system. 
The Quote number will now become your SMA number.
Please Note: We will not invoice against the PO until the service has taken place.

Job Sheets are sent out to all engineers approximately one month ahead of the scheduled service month; however, should you need anything outside of this time, you can contact our in-house team who will be happy to assist.

Once your service has taken place, we aim to send out the Service Report to you within 5 working days.

SMA Renewals

We aim to send Renewal Quotes out to our customers approximately 3 months ahead of the agreement ‘End’ date. The main reason for this is to ensure that this gives you enough time to review your agreements and for us to make any amendments that may be required (including adding / removing equipment or changing equipment location).

On receiving your Renewal Quote, you will see that you are issued with a new Quote number, this is because the number is unique to the agreement itself and ensures that we are able to look up your most recent agreement on our system.

When renewing your agreement, you will be able to make any amendments to this including upgrading the plan or changing the length of the agreement. As always, our team will be on hand to support you with managing your agreement and to answer any questions you may have regarding the renewal process.

When you are happy with the Renewal Quote, we would ask that you send the PO across to our Sales inbox, no later than 1-month before your existing SMA end date.
This is to ensure that your Renewal does not lapse in our system and that you continue to receive your benefits as an SMA customer.

Here for you

At Henderson Biomedical, we believe that effective support goes beyond the servicing of your equipment. We are also here for you, to ensure that you, as an individual are able to ask questions and reach out for support when you need it most.

No matter which Service Maintenance Agreement plan you choose, your laboratory equipment service agreement with our experienced team is there to keep your equipment operation safely, reliably and efficiently.

If you have any questions about an SMA or you would like to discuss the most suitable option for your equipment / laboratory, please get in touch with our team at info@henderson.biomedical.co.uk or 0208 663 4610.