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Scientist with Microscope
New Service Agreement

Frequently Asked Questions

Please see our FAQ's below. If you have any further questions, please contact us.

  • What discounts are available with the service agreement?
    You can enjoy discounts of up to 7.5% off your previous year's billing, depending on the chosen term of the agreement. The discount is applied to first year’s billing only.
  • When is my discount applied?
    Your discount is applied immediately after successful enrolment in the new service agreement and is reflected in your monthly service payments for the first year of the new agreement.
  • How are payments structured under the new agreement?
    Payments are spread evenly over 12 months, ensuring manageable monthly payments, and are based on the previous year’s billing total.
  • Are there any additional incentives for signing up?
    Yes, you'll benefit from: • Immediate savings on last year’s billing. • Price Freeze Guarantee. • Priority service and urgent callouts. • Dedicated service hotline. • Technical Support via WhatsApp/Facetime. • Simplified billing. • Included urgent free of charge callouts. • Bulb stock levels maintained. • All parts charged at cost.
  • How does the Price Freeze Guarantee work?
    The Price Freeze Guarantee ensures that there will be no price increases during the term of the agreement, providing financial stability and peace of mind.
  • Can you explain the priority service and urgent callouts?
    With priority service, you'll receive guaranteed response time within 48 hours for urgent issues during normal business hours, minimising downtime, and disruptions.
  • How does the dedicated service hotline work?
    You'll have access to a dedicated telephone number for immediate service support to book an urgent callout or speak to our expert technicians on 07940 095696, ensuring swift resolution of any concerns or queries.
  • What is meant by simplified billing?
    Each service agreement will be assigned one Purchase Order (PO) Number. See below key benefits: • Simplified Billing: Instead of managing multiple PO numbers for each callout, having one PO number streamlines the billing process, reducing administrative overhead and potential errors. • Expedited Urgent Callouts: With one PO number covering the entire service agreement, urgent callouts can be expedited without the need for a separate PO number for each callout. This streamlines the process for requesting and authorising urgent repairs or services, ensuring swift response times, and minimising downtime for critical equipment. • Efficient Tracking: With one PO number per service agreement, it's easier to track and reconcile expenses associated with the agreement. This simplifies financial reporting and budget management. • Enrol multiple locations or departments: Under the same service agreement, ensuring consistent support and maintenance across your entire organisation.
  • Are there any limitations on included callouts?
    You'll receive two included urgent callouts per year if your annual billing is above £1000.00, or one callout if it's below. Additional callouts will be billed separately, but under the same PO number.
  • How does bulb supply work under the agreement?
    During the term of the agreement, we'll maintain required stock levels of all bulbs (charged at cost), ensuring uninterrupted operation of your equipment.
  • What are the benefits of parts at cost?
    We will provide all necessary parts at cost price, ensuring fair and transparent pricing for any required replacements or repairs.
  • Can I customise the service agreement to meet my specific needs?
    There are certain elements of our new service agreement that can be customised, including the agreement term, and the addition of certain specific services or features you need maybe possible. For more information, please contact us on 01480 382024.
  • How do I enrol in the new service agreement?
    Simply reach out to our customer service team, and they will guide you through the simple enrolment process and answer any questions you may have.
  • Are there any penalties for early termination of the agreement?
    There are breaks on each anniversary of the effective date of the agreement and with 90 days’ notice you can terminate the agreement on this date, otherwise early termination fees may apply. Please contact us for more details.
  • What documents or information do I need to provide during the enrolment process?
    A PO number is required and ideally contact details for a departmental contact and your procurement officer.
  • How long does the enrolment process typically take?
    From our perspective the enrolment process is quick and straightforward, and as soon as we have received your completed agreement, it will come into effect immediately. We use DocuSign for electronic signatures, a fast and easy way to legally authorise agreements. You will receive your fully authorised copy of the service agreement and a DocuSign Certificate of Completion, which provides a unique ID number confirming the authenticity of the signatures.
  • Is there a deadline for enrolment in the new service agreement?
    While there's no deadline for enrolment, we encourage you to enrol as soon as possible to start benefiting from the many advantages of the new service agreement.
  • Will I receive confirmation once my enrolment is processed?
    Yes, you'll receive confirmation once your enrolment is processed, and a fully authorised copy of your new service agreement.
  • Can I review the terms and conditions of the service agreement before enrolling?
    Absolutely, you will receive a copy of the new service agreement and we encourage you to review the terms and conditions carefully before enrolling to ensure you fully understand the agreement.
  • Are there any additional steps required after enrolment, such as equipment inspections or setup?
    No, as an existing customer we are fully up to date with your equipment and maintenance requirements.
  • What support is available to me during the enrolment process?
    Full support is available from our customer service team 01480 382024 or email us, to help you throughout the enrolment process. If you have any questions or need help, please don't hesitate to reach out to us.
  • Can I enrol multiple locations or departments under the same service agreement?
    Yes, you can enrol multiple locations or departments under the same service agreement, ensuring consistent support and maintenance across your entire organisation.
  • What if I have further questions or concerns?
    Feel free to contact our customer service team 01480 382024 or email us, between 9 am and 5 pm, Monday to Friday. We're here to help and ensure that you have all the information you need to make the most of your new service agreement.

Let's Discuss 
How We Can Help

Fill out the form, or call us to get in touch.

Service Areas:

Across the United Kingdom

6 Linden House, Orchard Way, Godmanchester


01480 382024

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