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K&A Instruments Service Contract

This article summarizes the K&A Instruments Service Contract offered by Sierra Biosystems. It explains eligibility, coverage, response times, customer responsibilities, and how to obtain service.

Quick Service Contract Summary

  • Covered instruments: All K&A models
  • Standard term: 1 year (multi-year and custom options available)
  • Start date: After warranty expiration or a date selected at purchase
  • Service types: Preventive maintenance, corrective repairs, emergency support
  • PM visits: 1 per year (more available with Premium/Plus plans or custom contracts)
  • Parts & labor: Included (excluding misuse-related damage)
  • Wear items: Not included (e.g., valves, seals, bottle caps)
  • Geography: Primarily North America and Europe (international available case-by-case)

What Instruments Are Covered?

The service contract applies to all K&A brand DNA Synthesizer models (the "Instrument").

Components Not Covered

The following components are excluded from service contract coverage:

  • Compressor
  • Computer
  • Monitor

Who Can Purchase a Service Contract?

Any user may purchase a service contract provided the Instrument is currently in use or transitioning directly from an active warranty or service contract.

If an Instrument:

  • Has been in storage, or
  • Has not been covered by warranty or a service contract,

a health check inspection is required before a service contract can be activated to confirm the Instrument is in proper operating condition. Any maintenance or repairs identified during the health check must be completed prior to activation of the service contract. Health check inspections are quoted separately; contact support@sierrabio.com for pricing and scheduling.

When Can the Service Contract Be Purchased?

A service contract may be purchased:

  • At the time of instrument sale
  • During the warranty period (preferred)
  • After warranty expiration, subject to eligibility requirements

Service Contract Term and Start Date

  • Standard service contracts are one (1) year in length
  • Multi-year options are available at a discount; contact support@sierrabio.com for current multi-year pricing
  • Coverage begins after warranty expiration, or on a mutually agreed start date selected at purchase

Custom Service Contracts

The terms in this article describe Sierra Biosystems' standard service contract. Customized contracts are available to fit specific operational needs, including:

  • Multi-year terms (2, 3, or 5 years) with discounted pricing
  • Additional PM visits per year
  • Multi-instrument coverage under a single contract
  • Bundled coverage across K&A and Shasta instruments
  • Custom response-time or on-site SLAs
  • Application-specific support or method development included in the contract

To discuss a custom contract, email support@sierrabio.com with the number of instruments, models, location(s), and the coverage you're looking for.

What Services Are Included?

The service contract includes:

  • Preventive maintenance
  • Corrective repairs
  • Emergency support
  • Remote diagnostics and troubleshooting (first line of action)

Preventive Maintenance Visits

  • One (1) preventive maintenance (PM) visit per year is included in the standard contract
  • Additional PM visits may be purchased, included with Premium or Plus Service Contracts, or built into a custom contract

Parts and Labor

The service contract covers:

  • Parts and labor required for covered repairs
  • Replacement components necessary to restore instrument functionality

Coverage excludes:

  • Wear-and-tear items, including valves, seals, and bottle caps
  • Damage caused by misuse, abuse, or improper operation

Replacement Parts Policy

Sierra Biosystems prioritizes the use of certified refurbished parts for replacements when available. Certified refurbished parts are inspected, tested, and verified to meet functional performance requirements and operate as good as new. New parts are used when certified refurbished parts are not available or when service needs require it.

Shipping, Travel, and On-Site Service

For valid service contract claims, Sierra Biosystems covers:

  • Shipping
  • Travel
  • Customs
  • On-site labor

Response Times

  • Remote support: Response within 24 business hours (business hours exclude weekends and U.S. federal holidays)
  • On-site service: Not guaranteed; Sierra Biosystems will aim to provide on-site service within two (2) weeks, when feasible

Geographic Availability

Service contracts are available primarily in North America and Europe. International service contracts are available on a case-by-case basis; contact support@sierrabio.com to confirm availability and pricing for your location.

Availability is subject to regional service capabilities.

Customer Responsibilities

To maintain service contract coverage, users must:

  • Be open to and participate in remote troubleshooting as the first step
  • Perform routine wear-item replacement (valves, seals, bottle caps) as part of normal operation; these items are the customer's responsibility
  • Use training materials and resources available in the Sierra Biosystems Support Center

Failure to meet these responsibilities may result in suspension of service.

What Can Void or Suspend the Service Contract?

The service contract may be voided or suspended due to:

  • Misuse or abuse
  • Unauthorized repairs or modifications
  • Improper storage or operation
  • Environmental exposure outside specifications
  • Non-payment or breach of contract terms

Loaners, Advance Replacements, and Priority Parts

Loaner instruments, advance replacements, and priority parts availability are included only with Premium or Plus Service Contracts. Contact support@sierrabio.com for tier comparison and pricing.

How Do I Request Service?

To request service under an active service contract:

  • Email support@sierrabio.com, or
  • Contact an authorized K&A or Sierra Biosystems service agent

Out-of-Scope Service Requests

Sierra Biosystems can also perform individual service requests outside the scope of an active contract on a case-by-case basis. Examples include:

  • Repairs to excluded components (compressor, computer, monitor)
  • Damage caused by misuse, accidents, or environmental exposure
  • Wear-item replacement (valves, seals, bottle caps)
  • Relocations, reinstallations, or recommissioning after extended storage
  • Service for instruments without an active contract or warranty

These requests are quoted separately based on scope, parts, travel, and labor. Service contract customers receive priority scheduling.

To request a quote, email support@sierrabio.com with the instrument serial number and a description of the work needed.

Renewal, Cancellation, and Transferability

Renewals

  • Service contracts may be renewed
  • Pricing may vary at renewal
  • Contracts cannot be renewed after a significant lapse without active coverage; a health check inspection may be required to re-establish eligibility

Cancellation

  • Service contracts may be cancelled mid-term by written request to support@sierrabio.com
  • Refunds, if any, are pro-rated based on unused months and net of any service already rendered (including PM visits and parts already supplied)

Transfers

  • Service contracts are not automatically transferable
  • Written approval from Sierra Biosystems is required prior to instrument sale or relocation

Legal Notes

This article is a reference summary of the K&A Instruments Service Contract. Sierra Biosystems reserves the right to deny service for instruments that do not meet eligibility or health requirements.