The right support for your lab.
From essential annual maintenance to comprehensive priority support, every package is designed to maximise uptime and protect your investment.
Essential Care
The core annual cover for dependable maintenance and expert remote support.
- One preventative maintenance visit
- Remote technical support
- Planned maintenance reporting
Professional Care
Enhanced protection with qualification support and priority on-site response.
- Everything in Essential Care
- OQ/PQ qualification support
- On-site support within 72 hours*
- Remote software update support
- Planned and corrective reporting
Complete Care
Maximum coverOur most comprehensive cover, with faster response and managed on-site updates.
- Everything in Professional Care
- Spare parts included
- On-site repair
- On-site support within 48 hours*
- Up to two on-site software update visits
- Priority corrective assistance
| Essential Care | Professional Care | Complete Care | |
|---|---|---|---|
| Preventative maintenanceOne planned visit per year | |||
| Remote technical supportExpert help during support hours | |||
| Service reportingDigital report after service work | |||
| Qualification supportOQ/PQ following planned maintenance | Available separately | ||
| On-site corrective supportBest-endeavours on-site attendance | Chargeable service | Within 72 hours* | Within 48 hours* |
| Software update supportUpdates to keep your system performing | Chargeable service | Remote support | Up to 2 on-site visits |
| Spare partsReplacement parts required for maintenance and repairs | Chargeable service | ||
| Travel & labour (callouts)For planned maintenance at the agreed UK location | Chargeable service | Chargeable service |
Flexible support as your laboratory grows.
Upgrade your Care package during the contract period. Upgrade costs are calculated pro rata for the remainder of the term, so your cover can grow alongside your laboratory.
* On-site response periods are best-endeavours targets rather than guaranteed repair times and remain subject to engineer, site and parts availability. Plans apply to the i.prep 2 system at the agreed UK service location.
Prevent today. Perform tomorrow.
A structured annual visit helps preserve the accuracy, reliability and performance your laboratory depends on.
Confidence, documented.
Every visit concludes with a comprehensive digital service report covering work completed, observations, recommendations and any actions identified.
Mechanical inspection
- Motion system inspection
- Drive belts and couplings
- Linear bearings and guides
- Lubrication of key components
- Fastener and integrity inspection
Performance verification
- Pipetting verification
- Calibration verification
- Functional testing
- Safety checks
- Instrument Health Check
Software
- Firmware review
- Software review
- Event log review
- Configuration verification
Go beyond maintenance.
Expert services that help you get more from i.prep 2 and turn demanding laboratory goals into dependable automated workflows.
Protocol development
Workflow optimisation
Liquid class development
API integration
Software development
FAT & SAT services
Installation & commissioning
Instrument relocation
OQ / PQ services
Training
Advanced training
Scientific consultancy
Support from the people behind the platform.
Every agreement is delivered by the engineers and specialists who design, manufacture and continuously improve i.prep 2.
Factory-trained engineers
In-depth knowledge of your system, from the people closest to the platform.
Genuine Veon spare parts
Components designed for performance, reliability and a long service life.
Direct access to developers
Faster issue resolution and a direct path for product feedback.
Application specialists
Practical advice to optimise workflows, protocols and liquid handling.
Continuous improvement
New capabilities and platform enhancements as i.prep 2 evolves.
Long-term platform support
A team committed to protecting your automation investment for the long term.
Need advice?
Let's talk Care.
Whether you're commissioning a new system or supporting an established laboratory, we'll help you choose the right level of cover.
Tell us about your instrument, service location and operational priorities, and our UK engineering team will recommend a suitable Care package.
Phone
+44 (0) 1234 381 060
Mon–Fri, 9:00–17:30 (UK time)
Location
Bedford, United Kingdom
Supporting integrations and deployments globally.
