Total Care service plan and warranty

Total service and support when you need it most

Protect your samples and your budget with Unity™ Lab Services Total Care service plan and Total Care warranty for Thermo Scientific™ products. You’ll experience faster on-site response times and proactive maintenance solutions to get your lab up and running faster. When you upgrade your factory warranty to the Total Care warranty, you’ll get a full support solution that includes repairs and an annual preventive maintenance visit to boost up time for your lab.

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The Total Care service plan and warranty features:

  • Two-business-day, on-site target for corrective maintenance and repairs*
  • Annual preventive instrument maintenance for increased uptime
  • Unlimited priority access to OEM-trained and certified lab equipment technicians
  • Faster troubleshooting, diagnosis, and up to 50% remote resolution
  • The most comprehensive remote monitoring to deliver real-time data and decisions
    with auto notification to technical support experts for active resolution


Elevate your experience with the Total Care service plan



Ensure your work with a comprehensive service plan that allows for a faster response time

The Total Care service plan and warranty is available for laboratory equipment including biosafety cabinets, centrifuges, cold storage, CO2 incubators, and water purification equipment. The Total Care warranty is valid for the length of the equipment factory warranty. Choose from one-year or longer plan durations for the Total Care service plan.

Learn more about the different service options we have to fit your needs.

Specifications Total Care service plan/
Total Care warranty
Compared to no service plan
On-site corrective services
Priority on-site response commitment* 2 business days Standard response time
On-site corrective maintenance Full charges apply
Corrective maintenance repair guarantee 1 year 90 days**
Remote diagnostic and repair services
Unlimited priority access to technical support Limited support
Priority remote diagnosis and remote repair, when possible Limited support
Preventive maintenance services
Prescheduled, on-site preventive maintenance (PM) and PM parts kit (1/system/year), as applicable Full charges apply
Software and firmware updates during preventive maintenance visit as required Full charges apply
Smart Connected Services
Real-time 24/7 digital remote monitoring Not available
Intelligent health reports with advanced control charting Not available
Auto-notification to technical support experts to quickly identify and resolve issues Not available
Value-added services
Loaner equipment, based on availability§ Not available
Access to Unity Lab Services online Knowledge Bases Not available
Discount for on-site or institute-based training (where applicable)†† 10% discount Full charges apply
Additional services available for purchase
Quantifications (IQ/OQ), temperature mapping, and calibration services 10% discount Full charges apply

Service plans are currently available in the United States and Europe. Service coverage may vary in certain regions. Please contact your local sales representative for more information about services in your location.

*Guaranteed response time begins once a PO is received and is applicable in the U.S. and Europe. Access restrictions to geographical location, building, or room may invalidate on-site response time commitment. Availability in the U.S. is limited to select cities (subject to change): Ann Arbor; Atlanta; Austin; Baltimore; Boston; Chicago; Cincinnati; Cleveland; Columbus; Dallas; Denver; Des Moines; Detroit; East Bay; El Paso; Hartford; Houston; Indianapolis; Jacksonville; Kansas City; Los Angeles; Madison; Memphis; Miami; Minneapolis/St. Paul; Nashville; New Brunswick, NJ; New York; Orange County; Philadelphia; Phoenix; Pittsburgh; Portland; Raleigh; Richmond; Rochester; Salt Lake City; San Antonio; San Diego; San Francisco; Seattle; St. Louis; Tampa; Washington, D.C. Please contact your local sales representative for more information about services in your location.
**When not under a service plan, corrective maintenance repair guarantee can vary by country
Upgrades to new versions of software are not included
Only available with DeviceLink-enabled equipment
§Loaner equipment is subject to availability in an accessible service depot
††Discount for on-site or institute-based training where applicable