Millipore Technical Publications |
 | Data Sheet - SDS1002EN00 | |
K-Prime System Service Agreements, SDS1002en00Ensuring optimal performance of your standard K-Prime Biochromatography System | ||
| Authors: | ; SDS1002EN00 | |
| Lit Number: | SDS1002EN00 | |
| Year: | 2006 | |
| For years, Millipore’s Access Service Programs have provided pharmaceutical and biotechnology companies worldwide with expert support to help overcome the challenges in their complex manufacturing processes. As part of Access System Support Services, we offer an array of Service Agreements specific to your K-Prime Biochromatography system. We understand how to keep them operating at peak performance ensuring product quality, safety and increased system utilization. Every K-Prime system comes with an extensive documentation package which includes recommended spare parts and maintenance protocols. During service agreement discussions, we start with these factory recommended intervals and then tailor the spare parts list and preventive maintenance procedures to meet your specific usage and applications needs. Whether you have a single K-Prime system or multiple systems, a System Service Agreement will keep you up and running. |
On-Site ExpertiseK-Prime service procedures are performed by factory trained Millipore Field Service Engineers. All Engineers are subject matter experts in Millipore’s K-Prime systems and CCP software, and experienced in biopharmaceutical manufacturing processes and working knowledge of regulatory compliance requirements. We visit at predetermined and scheduled intervals for preventive maintenance and are available for additional service visits when you need us. |
Select the Coverage Option that’s Right for You!
Millipore provides a choice of K-Prime Service Agreements designed to offer you more options and control. We’ll work with you to select a service program that addresses your system needs, usage requirements and your institution’s standard practices. Millipore also offers multi-system discounts when you have more than one K-Prime system. Multi-system discounts can save as much as 6% of the contract cost depending on the number of systems, system location and service agreement selected.
Understanding Agreement Components | |
Preventive Maintenance (PM)Control down-time and avoid quality issues by keeping your systems operational with regular PM visits. Your K-Prime Service Agreement will clearly specify what will be done, equipment maintenance requirements, how performance is verified after the completion of maintenance, and how long it will take. Our programs also specify lead-time for scheduling the appointment and what spare parts need to be on hand. This allows you to plan and prepare for the necessary downtime and allows Millipore to perform the maintenance in a timely and efficient manner. | |
Your Agreement also defines the service protocols and acceptance criteria. At the end of the procedure, you are given a PM certificate along with the PM records. All PM protocols are done in compliance with cGMP regulations. In addition to being timely and efficient, a PM Agreement is discounted over a stand-alone PM ”billable service” event, so you receive all this and save money too!
On-Call Technical Telephone Support
For quick resolution of issues which may arise in the time between planned PM visits, we offer technical telephone support from our systems experts. Technical support is available with guaranteed call back response times, either; 5 days per week, 8 hours per day, or 7 days per week, 24 hours a day. If technical support determines that a corrective maintenance visit is required, Millipore will respond according to the guaranteed response time called out in the level of coverage you have selected.
K-Prime Standard Service Agreement Reference Guide
| Bronze Program | |||
| 1 Annual Preventive Maintenance (PM) visit | |||
| Spare Parts Logistical Support | |||
| Silver Program | |||
| 1 Annual Preventive Maintenance (PM) visit | |||
| Technical Telephone Support with a guaranteed call-back commitment (< 6 hours) | |||
| Spare Parts Logistical Support | |||
| Gold Program | |||
| 1 Annual Preventive Maintenance (PM) visit | |||
| Technical Telephone Support with a guaranteed call-back commitment (< 4 hours) | |||
| 1 Corrective Maintenance (CM) visit to correct a system performance issue that may occur | |||
| Spare Parts Logistical Support | |||
| Enrollment in our Customer Care Escalation Program | |||
| Platinum Program | |||
| 1 Annual Preventive Maintenance (PM) visit | |||
| Technical Telephone Support with a guaranteed call-back commitment (< 4 hours) | |||
| 2 Corrective Maintenance (CM) visits to correct a system performance issue that may occur | |||
| Spare Parts Logistical Support | |||
| Enrollment in our Customer Care Escalation Program |
Corrective Maintenance (CM)
For quick resolution of issues which may arise in the time between planned PM visits, we offer priority response to those customers who’ve selected an agreement that includes CM Support. This will ensure that we get your system up and running with minimum delay. You won’t need to generate another purchase order and suffer additional delays; just call. All travel and per diem costs are included too.
Spare Parts Logistical Support
Allow Millipore to handle all your spare part logistical needs by taking the burden of your having to research correct/current spare part components, determining availability and placing orders. We provide a “one-stop” point of contact for all your part needs including; new parts, component repair and/or refurbishment. Part orders can be timed to arrive with your Millipore Field Service Engineer for your scheduled PM, or CM event. Our logistical experts can prepare recommended spare part strategies to whatever Lowest Replaceable Unit (LRU) level you desire. All this in a single call.
At your request, we can amend your Service Agreement to include spare parts and spare part kits, all within a single order.
Customer Care Escalation Program
The Customer Care Escalation Program is a unique process that ensures maximum coverage with minimum delay. This is a whole-company approach that provides focused, expert technical support. Customers covered by this program have the comfort of knowing the full resources, knowledge and experience of Millipore stands ready to help.
Dedicated Team Responding to Your Needs
Access System Support Services
Proven application, validation and engineering support – from molecule to market
We’ll concentrate on the solutions, you concentrate on innovation and the future.
Together, we’ll deliver more.
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For more information on the advanced Service Support Strategies offered by Millipore, please contact you’re Regional Systems Service Team, or ask your local Sales contact.