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Shasta Instruments Service Contract

This article describes the Shasta Instruments Service Contract offered by Sierra Biosystems. It explains eligibility, coverage, response times, customer responsibilities, and how to obtain service for Shasta DNA Synthesizers.

Quick Service Contract Summary

  • Covered instruments: All Shasta models

  • Standard term: 1 year (multi-year 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)

  • Parts & labor: Included (excluding misuse-related damage)

  • Wear items: Included (e.g., valves, seals, bottle caps)

  • Geography: North America and Europe

What Instruments Are Covered?

The service contract applies to all Shasta brand DNA Synthesizer models (the “Instrument”).

Components Not Covered

The following components are excluded from service contract coverage:

  • 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..

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 may be available

  • Coverage begins:

    • After warranty expiration, or

    • On a mutually agreed start date selected at purchase

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

  • Additional PM visits may be purchased or included with Premium or Plus Service Contracts

Parts, Labor, and Wear Items

The service contract covers:

  • Parts and labor required for covered repairs

  • Wear-and-tear items, including valves, seals, and bottle caps

Coverage excludes:

  • Damage caused by misuse, abuse, or improper operation

Replacement Parts:

  • As part of service contract coverage, 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 to ensure they operate as good as new

  • New parts may be used when certified refurbished parts are not available or when required based on service needs.

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 (excluding 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 currently available only in:

  • North America

  • Europe

Availability is subject to regional service capabilities.

Customer Responsibilities

To maintain service contract coverage, users must:

  • Make reasonable attempts to resolve minor issues independently (e.g., valve replacement)

  • Be open to and participate in remote troubleshooting as the first step

  • 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

How Do I Request Service?

To request service under a service contract:

Service contracts may also be requested at the time of instrument purchase.

Renewal and Transferability

Renewals

  • Service contracts may be renewed

  • Pricing may vary at renewal

  • Contracts cannot be renewed after a significant lapse without active coverage

Transfers

  • Service contracts are not automatically transferable

  • Written approval from Sierra Biosystems is required prior to instrument sale or relocation

Legal Notes

This article summarizes the Shasta Instruments Service Contract. Terms are subject to change. Sierra Biosystems reserves the right to deny service for instruments that do not meet eligibility or health requirements.