Service Contracts
| Remote Support | Scheduled Care | Bronze Care | Silver Care | Gold Care | Platinum Care | |
|---|---|---|---|---|---|---|
| Remote desktop support | ||||||
| Software update | ||||||
| Priority response | ||||||
| PM visit(s) | ||||||
| Emergency visit(s) | ||||||
| Parts | ||||||
| Shipping | ||||||
| Loaner parts | ||||||
| Travel & daily per diem | ||||||
| Labor | ||||||
| Consumables | ||||||
| Anode rebuild* | ||||||
| What's included | What's included | What's included | What's included | What's included | What's included |
*Applicable only to rotating anode X-ray generators.
How can I choose the right service package?
Do you just want online support and keep the cost low?
Do you need a 48-hour guaranteed on-site response and have all the consumable parts included in the plan to keep your system running?
Or, you might want something in between.
You are always welcome to schedule an appointment with our contract coordinator or explore options yourself using the self-selection tool.
Is my system eligible for a service contract? See the list of supported systems.
Remote Support
- Remote Support (Technical & Application)
Package details
8-hour block of Remote Support to be used as needed for troubleshooting. Rigaku engineers assist you in performing simple tasks such as sample and optics alignment, diagnosing system faults, and troubleshooting software problems. The supporting technology includes:
- Telephone support - A Rigaku engineer will help you troubleshoot and resolve issues over the phone.
- Team Viewer – A Rigaku engineer accesses your computer remotely.
- Help Lightning – A Rigaku engineer will help you troubleshoot and resolve issues using an augmented reality program.
Scheduled Care
- Limited remote support during business hours
- One (1) on-site visit for PM or repair*
- PM kit consisting of consumable items
- One (1) Anode Rebuild**
Package details
Labor, travel, and daily living expenses for One (1) on-site visit per contract period. The visit can be used for a PM or repair*. Consumable items are replaced during the PM visit. The Anode Rebuild includes parts, balancing, labor, and shipping (one way) per generator to be used during the contract period**.
*Repair parts and shipping are not included and must be purchased separately when needed.
**Applicable only to rotating anode X-ray generators.
Bronze Care
- Limited remote support during business hours
- One (1) on-site visit for repair
- One (1) on-site visit for PM
- PM kit consisting of consumable items
- One (1) Anode Rebuild**
Package details
Limited remote support available during normal business hours. Labor, travel, and daily living expenses for One (1) on-site visit per contract period for repair* plus One (1) PM visit. Consumable items are replaced during the PM visit. The Anode Rebuild includes parts, balancing, labor, and shipping (one way) per generator to be used during the contract period**.
*Repair parts and shipping are not included and must be purchased separately when needed.
**Applicable only to rotating anode X-ray generators.
Silver Care
- Unlimited remote support during business hours
- Software upgrades and support for applicable control software
- 72-hour Best Effort on-site response time upon initial diagnosis during business hours
- Repair visit(s) as deemed necessary
- Standard repair parts including one-way shipping
- Loaner parts when available
- One (1) on-site visit for PM
- PM kit consisting of consumable items
- One (1) Anode Rebuild**
Package details
Unlimited remote support available during normal business hours. Labor, travel, and daily living expenses for on-site visit for repair(s)* as deemed necessary by the Service Manager plus One (1) PM visit. Software upgrade for control applicable software. 72-hour Best Effort on-site response time upon initial diagnosis during business hours. Consumable items are replaced during the PM visit. The Anode Rebuild includes parts, balancing, labor, and shipping (one way) per generator to be used during the contract period**.
*Standard repair parts and one-way shipping to your site are included.
**Applicable only to rotating anode X-ray generators.
Gold Care
- Unlimited remote support during business hours
- Software upgrades and support for applicable control software
- 48-hour Best Effort on-site response time upon initial diagnosis during business hours
- Repair visit(s) as deemed necessary
- Standard repair parts including one-way shipping
- Loaner parts when available
- Two (2) on-site visits for PM
- PM kit consisting of consumable items
- One (1) Anode Rebuild**
Package details
Unlimited remote support available during normal business hours. Labor, travel, and daily living expenses for on-site visit for repair(s)* as deemed necessary by the Service Manager. Plus One (1) PM visit. Software upgrade for control applicable control software. 48-hour Best Effort on-site response time upon initial diagnosis during business hours. Consumable items are replaced during the PM visit. The Anode Rebuild includes parts, balancing, labor, and shipping (one way) per generator to be used during the contract period**.
*Standard repair parts and one-way shipping to your site are included.
**Applicable only to rotating anode X-ray generators.
Platinum Care
- Unlimited remote support during business hours
- Software upgrades and support for applicable control software
- 48-hour Guarantee on-site response time upon initial diagnosis during business hours
- Repair visit(s) as deemed necessary
- Standard repair parts including one-way shipping
- Loaner parts when available
- Two (2) on-site visits for PM
- PM kit consisting of consumable items
- One (1) Anode Rebuild**
Package details
Unlimited remote support available during normal business hours. Labor, travel, and daily living expenses for on-site visit for repair(s)* as deemed necessary by the Service Manager. Plus One (1) PM visit. Software upgrade for control applicable control software. 48-hour Guarantee on-site response time upon initial diagnosis during business hours. Consumable items are replaced during the PM visit. The Anode Rebuild includes parts, balancing, labor, and shipping (one way) per generator to be used during the contract period**.
*Standard repair parts and one-way shipping to your site are included.
**Applicable only to rotating anode X-ray generators.