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 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 outside PM kit allowances (e.g., valves, seals, fittings)
- Geography: Primarily North America and Europe (international available case-by-case)
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. 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 Shasta and K&A 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
PM Kit Allocation
Each scheduled PM visit includes a Preventative Maintenance kit allocated at a ratio of one (1) PM kit per one (1) to two (2) Shasta systems under contract.
For customers with multiple covered systems, PM kit quantities scale proportionally based on the total number of instruments under contract. Final allocation is determined by system configuration and service plan tier.
What's in a PM Kit
A PM kit includes the following components in standard quantities. Replacement of these components outside of scheduled PM visits, or in quantities exceeding the PM kit allowance, is billed separately at standard parts pricing.
Fittings & Hardware
| PN | Description |
|---|---|
| 10-0222 | Super Flangeless Nut (PPS, 1/4-28, 1/16") |
| 10-0144 | Super Flangeless Ferrule w/ SST Ring, Tefzel (1/16") |
| 10-0148 | Super-Flangeless Nut & Fitting, PEEK, 3/16" |
| 10-0149 | Super Flangeless Nut (PPS, 1/4-28, 1/8") |
| 10-0150 | Super Flangeless Ferrule w/ SST Ring, Tefzel (1/8") |
| 10-0097 | Y-Fitting, 1/4-28, PEEK |
Tubing
| PN | Description |
|---|---|
| 12-0011 | FEP Tubing, 1/16" OD x .020" ID |
| 12-0007 | FEP Tubing, 1/16" OD x .030" ID |
| 12-0006 | PP Tubing, 3/8" OD x .25" ID |
| 12-0038 | PTFE Tubing, 1/16" OD x 1/32" ID, blue gas lines |
Valve Assemblies (each assembly comprises both listed PNs)
| PN | Description |
|---|---|
| 13-0001 + 13-0036 | Dispense Valve Assembly |
| 13-0014 + 13-0007 | Waste Valve Assembly |
| DispenseTipAss. | Dispense Valve Tips |
Seals & Gaskets
| PN | Description |
|---|---|
| 11-0044 | Shasta O-Ring, Hollow V4 (14-01911) |
| 11-0046 | 4L/2L Kalrez Gasket |
| 11-0048A | Boston Round, 28-400, EPDM Gasket (amidites) |
| 11-0048R | Boston Round, 28-400, Kalrez Gasket (reagents) |
Parts and Labor
The service contract covers:
- Parts and labor required for covered repairs
- Replacement components necessary to restore instrument functionality
Coverage excludes:
- Damage caused by misuse, abuse, or improper operation
- Wear items and consumables beyond PM kit allowances (see PM Kit section above)
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, fittings) as part of normal operation; these items are the customer's responsibility outside of PM kit allowances
- 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 Shasta, 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 (computers, monitors)
- Damage caused by misuse, accidents, or environmental exposure
- Wear-item replacement outside of PM kit allowances
- 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 Shasta Instruments Service Contract. The executed Service Contract Agreement is the binding document and governs in the event of any conflict. Terms are subject to change. Sierra Biosystems reserves the right to deny service for instruments that do not meet eligibility or health requirements.