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Sierra Service Contracts: Standard and Premium

Coverage, preventive maintenance, response commitments, customer responsibilities, and how to obtain service under the Sierra Standard and Premium Service Contracts.

This article summarizes the Sierra BioSystems service contracts. Sierra offers two tiers, Standard and Premium. It explains eligibility, coverage, response commitments, customer responsibilities, and how to obtain service.

Quick Summary

  • Tiers: Standard and Premium. Premium includes everything in Standard plus additional benefits
  • Term: 1 year both tiers. Contracts do not renew automatically
  • Preventive maintenance: Standard 1 event, Premium 2 events, per covered Instrument per Contract Year
  • Corrective repairs: Parts and labor. No annual dollar limit and no numerical visit limit
  • Response: Meaningful initial response within 24 business hours
  • On-site target: Approximately 2 weeks when feasible. Not a guaranteed service level
  • Region: United States and Canada. Other locations require separate agreement
  • Spare parts: 25% discount on eligible parts, both tiers
  • Loaners: Premium only, subject to fleet availability, not guaranteed

About This Document

This article is a reference summary. The executed Service Contract Agreement is the binding instrument and governs in the event of any conflict with this article.

Where an annex states a product-specific term, the annex governs for that product. A specifically negotiated term in an executed Service Contract Agreement controls only the issue it expressly addresses; all other terms remain in effect.

Order of precedence: (1) executed Service Contract Agreement and expressly negotiated terms; (2) the applicable product annex; (3) these terms; and (4) marketing, website, and other descriptive materials. Descriptive materials do not independently expand coverage.

A service contract is purchased and is a maintenance and availability commitment. It is separate from the Sierra Limited Warranty, which ships with the Instrument and is a defect remedy. A service contract does not extend, restart, or alter the underlying Limited Warranty.

Definitions

  • Standard. The Sierra Standard Service Contract.
  • Premium. The Sierra Premium Service Contract, which includes everything in Standard plus the additional Premium benefits stated in these terms.
  • Contract Year. Each twelve-month period beginning on the coverage start date stated on the applicable quote or agreement.
  • Service On-Site Region. The United States and Canada. This term applies to service contracts only.
  • Instrument. A product identified in the product sections below and covered under an executed Service Contract Agreement.

Standard and Premium

Premium includes everything in Standard and adds the Premium benefits below.

Active Limited Warranty customers share the highest service priority level with Premium customers when Sierra must allocate constrained service scheduling or service parts. Priority is relative and does not create a guaranteed dispatch, parts-availability, or resolution timeframe.

Eligibility and Health Check

A service contract may be purchased at the time of Instrument sale, during the warranty period, or later. Sierra BioSystems determines whether a health check inspection is necessary before coverage begins. No lapse duration automatically requires a health check.

Factors may include Instrument history, known condition, storage, length of time without coverage, prior maintenance, and other relevant circumstances. If a required health check identifies maintenance or repairs, those items must be completed before coverage begins and are not covered as pre-existing issues. Health checks are quoted separately.

Term, Start Date, Renewal, and Pricing

  • The standard term for both tiers is one (1) year.
  • The coverage start date is stated on the applicable quote or agreement.
  • Service contracts do not renew automatically. Renewal requires affirmative action by the customer.
  • A 30-day renewal grace period may be used to preserve continuity where renewal is delayed. Whether a renewal qualifies within that period is determined by Sierra BioSystems case by case.
  • If continuity is not approved, new coverage begins on the new agreed start date and failures occurring during the gap are not retroactively covered.
  • Renewal pricing is Sierra BioSystems' then-current pricing unless otherwise agreed in writing.
  • The price for an active Contract Year is fixed for that Contract Year.
  • Multi-year coverage is available only through a custom agreement.

Updated terms do not retroactively modify an active Contract Year. They apply to new contracts and renewals unless Sierra BioSystems and the customer expressly agree in writing to modify an active agreement.

Service contracts executed before 1 September 2026 continue under their original terms for the remainder of their current term. At renewal, coverage is written as either Standard or Premium at then-current pricing.

Preventive Maintenance

  • Standard includes one (1) preventive maintenance event per covered Instrument per Contract Year.
  • Premium includes two (2) preventive maintenance events per covered Instrument per Contract Year, normally scheduled approximately six months apart with reasonable flexibility.
  • PM entitlement is per covered Instrument, not per physical trip, site visit, or agreement. Multiple Instruments may be serviced during the same trip, and each Instrument uses its own entitlement.
  • Additional PM events may be purchased under either tier.
  • Sierra BioSystems determines the maintenance activities and parts or components reasonably appropriate for each PM. There is no guaranteed PM kit or fixed quantity of parts.
  • Sierra may replace a still-functional component during a PM when replacement is reasonably appropriate based on condition, maintenance interval, or expected reliability. Such replacement is included in the PM.
  • If the customer requests replacement of a component that Sierra determines does not reasonably require replacement, that work is out of scope and billable. Eligible parts may receive the contract spare-parts discount.
  • Routine wear-item replacement between scheduled PM events is the customer's responsibility.
  • A wear item reasonably required to complete an otherwise covered corrective repair is included in that corrective repair.
  • A covered corrective-repair issue discovered during a PM remains a covered corrective repair.
  • The customer is responsible for requesting and scheduling PM events. Sierra may send reminders as a courtesy, but a missed reminder does not create or extend an entitlement.
  • An upcoming PM may be performed early while Sierra is already onsite if Sierra and the customer agree. It counts as that Instrument's normal entitlement and does not change the Contract Year.

Important: Unused PM events have no cash or exchange value and cannot be converted to parts, repairs, credits, refunds, or other services. If the customer requests a PM before the Contract Year ends, the PM may be completed within 60 days after expiration. If Sierra is responsible for a scheduling delay beyond that window, the PM remains available and will be completed as soon as reasonably practical.

Corrective Repairs and Remedies

Both tiers cover parts and labor required for covered corrective repairs and replacement components necessary to restore Instrument functionality. There is no annual dollar limit and no numerical limit on covered corrective-repair visits.

Sierra BioSystems determines the appropriate service method and remedy. Options may include remote correction, field repair, depot repair, component replacement, Instrument replacement, or another reasonable solution. The customer cannot require on-site repair where Sierra reasonably determines another method is appropriate. Instrument replacement is not an automatic entitlement after any particular number or type of failures.

If Sierra replaces the Instrument as the remedy for a covered failure, the existing Standard or Premium coverage automatically transfers to the Sierra-provided replacement Instrument for the remainder of the existing Contract Year, even if the replacement model or configuration differs. Replacement does not restart or extend the term.

Sierra may use new, refurbished, remanufactured, or functionally equivalent replacement parts. Obsolescence or discontinuation of an original component does not by itself end Sierra's obligation for an otherwise covered repair. Sierra determines an appropriate alternative remedy.

Parts and components replaced during covered service generally become Sierra BioSystems property, but Sierra may elect to leave a removed component with the customer. If Sierra requests a part be returned, Sierra pays normal return shipping. If a requested part is not returned within a reasonable period after return instructions are provided, Sierra may charge for the replacement part.

90-Day Replacement-Part Warranty

A Sierra-supplied replacement part installed as part of covered service carries a 90-day warranty beginning on the documented installation date, even if the service contract expires during that period. If that specific replacement part fails during the 90-day period, Sierra covers the replacement part, reasonable diagnostic and replacement labor, and normal travel or shipping Sierra determines is reasonably necessary to correct that specific part failure.

This 90-day protection does not extend, restart, or reopen the service contract and does not cover unrelated failures. A part supplied under the 90-day replacement-part warranty does not begin a new rolling 90-day period beyond the original 90-day tail.

Sierra may authorize customer installation when Sierra determines the procedure can reasonably and safely be performed by the customer. Authorized customer installation is not unauthorized service. Damage caused or materially contributed to by improper customer installation is not covered.

Spare-Parts Discount

Both tiers include a 25% discount on Sierra-designated eligible spare and replacement parts for the specific covered Instrument. The benefit applies to the eligible part price only.

  • Eligible wear items may receive the discount. Reagents and routine operating consumables do not.
  • The discount applies to reasonable quantities intended to support the covered Instrument. Sierra may limit quantities that materially exceed the Instrument's reasonably anticipated maintenance or service needs.
  • The discount is not intended for resale, stocking uncovered Instruments, or fleet-wide purchasing based on one covered Instrument. Eligibility is determined at the time of sale based on intended use.
  • The 25% discount does not stack with promotional, volume, negotiated, or other special pricing. The customer receives whichever applicable price is more favorable.
  • Customer-requested spare-parts purchases do not include shipping, freight, customs, duties, taxes, or similar logistics charges.
  • If Sierra accepts an order while the Instrument has active coverage, the discounted order price remains valid even if fulfillment occurs after expiration.
  • If Sierra issues a discounted quote while coverage is active, Sierra honors that price through the quote's stated validity period even if the contract expires first.
  • The remaining length of the Contract Year does not by itself determine a reasonable quantity.

Remote Support, Response, and the Training Boundary

Remote troubleshooting is the normal first step for a service request. Sierra may bypass remote troubleshooting where it determines an on-site visit is clearly necessary. Sierra may satisfy a covered service request remotely where it determines remote resolution is appropriate.

Sierra may require reasonable remote troubleshooting before dispatch. If the customer refuses reasonable troubleshooting, Sierra is not obligated to dispatch until those steps are completed, unless Sierra determines remote troubleshooting is not appropriate.

Sierra will provide a meaningful initial response within 24 business hours of receiving a service request. A meaningful initial response means Sierra acknowledges the request and either begins triage and troubleshooting or communicates the next action. An automated acknowledgment alone is not a response. This is a response commitment, not a resolution, dispatch, or parts-shipment commitment.

Business hours are measured according to Sierra BioSystems' normal operating schedule. Weekends and Sierra BioSystems-observed holidays do not count toward the 24 business hours.

Remote technical support is included throughout the Contract Year with no stated ticket or support-hour limit. Reasonable operational guidance and refresher assistance are included. Formal training, substantial retraining, certification, dedicated training sessions, method development, and application development are separate billable services unless expressly included in a custom agreement.

On-Site Service, Travel, Shipping, and Priority

Sierra BioSystems determines whether on-site service is necessary. Where on-site service is provided, Sierra aims to provide it within approximately two weeks when feasible. This is a target, not a guaranteed service level.

Relative scheduling priority is Premium first, then Standard, then customers without active coverage. Active Limited Warranty customers share the highest priority level with Premium customers. The same relative priority applies when Sierra allocates scarce service parts. No specific scheduling or parts-availability timeframe is guaranteed.

Within the Service On-Site Region, both tiers include normal travel necessary for covered on-site service. If Sierra determines a covered repair requires depot service or shipment of an Instrument or component, Sierra pays normal shipping both ways. For normal covered repair shipments to or from Canada, Sierra also covers normal shipping-related customs and brokerage costs.

Sierra determines the shipping method. Customer-requested expedited or alternative shipping is handled case by case, including whether Sierra accommodates the request and whether additional charges apply.

If Sierra is already onsite for covered work and the customer requests work on an uncovered Instrument, the original covered trip remains covered. Work on the uncovered Instrument is billable, together with any incremental travel, lodging, time, or expense caused by adding that work.

Premium Loaner Instruments

Loaner access is a Premium benefit and is not included with Standard. Loaners are subject to fleet availability and are not guaranteed. Sierra determines whether a loaner is appropriate based on the expected repair timeline, the covered failure, customer operational needs, and fleet availability. There is no numerical annual cap on loaner events, but each event remains discretionary and subject to availability.

A loaner may be a different model or configuration that Sierra determines is reasonably comparable for the intended purpose. Identical capabilities, throughput, configuration, or performance are not guaranteed.

Sierra provides on-site loaner setup only when Sierra determines it is technically necessary. Where remote setup is reasonably sufficient, on-site setup is not included solely because a loaner was provided. The customer supplies all reagents, consumables, and operating supplies required to use the loaner.

The customer may retain the loaner until the covered Instrument returns to service and must normally return the loaner within 10 business days after return to service. Sierra may extend the deadline when appropriate. Where the covered Instrument cannot reasonably return to service because of obsolescence, irreparable damage, or another long-term issue, loaner disposition is handled case by case.

Loaner shipping, customs, and other logistics are handled case by case. The customer is responsible for loss of or damage to a loaner while in the customer's possession, excluding normal wear from ordinary use. For repairable customer-responsible damage, the customer is responsible for the reasonable repair cost. Current replacement cost applies only if the loaner is lost, destroyed, or not reasonably repairable. No separate insurance is required.

What Is Not Covered

  • Computer supplied with or used to operate the Instrument.
  • Monitor supplied with or used to operate the Instrument.
  • Normal operating consumables, reagents, and routine operating supplies.
  • Routine wear-item replacement between scheduled PM events, except where a wear item is reasonably required to complete an otherwise covered corrective repair.
  • Components excluded in the product sections below.
  • Failure or damage excluded under the causation rules below.

The customer supplies all reagents, consumables, and operating supplies required during covered PM, troubleshooting, testing, repair, and verification. Sierra coverage of parts and labor does not create consumables coverage.

Software

Both tiers cover troubleshooting and correction of problems with Sierra-supported Instrument-control software. Included software releases are bug fixes, patches, maintenance releases, and updates Sierra designates for supported Instrument operation.

New software products, optional modules, separately licensed functionality, and major feature upgrades are not automatically included. Operating-system problems, third-party software, customer IT or network issues, cybersecurity configuration, and unsupported modifications are not generally covered.

Customer Responsibilities

  • Participate in reasonable remote troubleshooting as the normal first step, subject to Sierra's discretion to bypass it.
  • Operate and maintain the Instrument according to applicable Sierra instructions and training.
  • Perform routine wear-item replacement between scheduled PM events.
  • Perform required user-level calibration and routine maintenance.
  • Maintain utility and environmental conditions stated in applicable installation and site-preparation documentation.
  • Notify Sierra before relocating the Instrument.
  • Maintain appropriate backups of data, methods, configurations, and customer-created files before service.
  • Provide reasonable site access, credentials, escorts, relevant safety information, site-specific PPE where applicable, and required site training.
  • Appropriately clean or decontaminate the Instrument and make it safe for service or shipment when necessary.

Sierra will use reasonable efforts to preserve existing data and configurations during service but does not guarantee against data loss.

If Sierra attends a site but cannot perform work because customer-controlled access, credentials, escort, safety, decontamination, equipment, or training requirements are not available, Sierra may charge reasonable travel and service costs associated with the unsuccessful visit. An unperformed PM entitlement is not automatically consumed.

If the customer cancels or reschedules an on-site visit after Sierra has incurred nonrecoverable costs, Sierra may charge the reasonable nonrecoverable costs actually caused by the change. The underlying service entitlement is not automatically consumed if work was not performed.

Calibration

Calibration required by Sierra's applicable PM procedure is included in that PM. Calibration reasonably necessary to complete or verify a covered corrective repair is included in that repair. Standalone calibration requested outside a covered PM or corrective repair is separately billable. Required user-level calibration remains the customer's responsibility.

Consequences of Customer Actions

Failure to meet a customer responsibility does not automatically suspend, terminate, or void the service contract. Sierra may exclude coverage for a particular failure or damage when the customer's act or omission caused or materially contributed to that failure or damage.

  • Unauthorized repairs or modifications do not by themselves terminate coverage. Resulting failure or damage may be excluded where causation is established.
  • Misuse, abuse, improper operation, improper maintenance, improper storage, or operation outside applicable requirements may exclude resulting failure or damage where they caused or materially contributed to it.
  • A customer's decision to decline a recommended out-of-scope repair does not suspend the contract, but later failure or damage caused or materially contributed to by the uncorrected condition may be excluded.
  • Sierra-authorized customer installation is not unauthorized service, but damage caused or materially contributed to by improper customer installation is not covered.

If Sierra discovers an unrelated out-of-scope condition during covered service, Sierra will notify the customer and obtain authorization before performing billable work. Sierra may take reasonable action necessary to leave the Instrument in a safe condition.

Non-Payment, Termination, Cancellation, and Refunds

Nonpayment during an active service contract is handled case by case. Sierra may determine whether to continue or suspend service based on the circumstances. A past-due balance does not automatically terminate the contract.

Sierra may terminate a service contract before the end of the Contract Year only for serious contractual issues such as material breach, fraud or material misrepresentation related to coverage, or persistent nonpayment after reasonable notice and an opportunity to cure. Ordinary maintenance failures, unauthorized work, or other customer conduct are addressed through the causation rules above rather than automatic termination.

If Sierra terminates an active service contract, any refund or credit for the unused period is determined case by case.

Once coverage begins, the active Contract Year is non-cancellable and non-refundable by the customer unless Sierra expressly agrees otherwise. Custom multi-year agreements state cancellation and refund treatment for future years, if any.

Transfer and Relocation

Transfer of active service coverage to a new Instrument owner requires Sierra BioSystems' written approval. An approved transfer carries only the remainder of the existing Contract Year and does not restart coverage.

The customer must notify Sierra before relocating a covered Instrument. Relocation does not automatically terminate coverage. Sierra may adjust service arrangements or applicable charges where the new location materially changes Sierra's ability or cost to provide service.

Parts Obsolescence and End of Support

Sierra does not guarantee continued availability of an original obsolete or discontinued component. For an otherwise covered failure, Sierra determines an appropriate alternative remedy, which may include a functionally equivalent component, refurbishment, alternative repair, Instrument replacement, or another reasonable solution.

Sierra may designate an Instrument or model as End-of-Support and may decline to write new contracts or renew existing contracts for that model. An existing paid contract continues through the end of its current Contract Year.

No Fault Found

Where service is requested and no fault is found, treatment is determined case by case. Such work is neither automatically billable nor automatically provided at no charge.

Coverage Outside the Service On-Site Region

For an Instrument outside the United States and Canada, applicable remote support and covered parts remain available under an active service contract. On-site travel, international logistics, customs, and related costs are not automatically included and require separate agreement or quotation.

For a covered replacement part shipped to a customer outside the Service On-Site Region, Sierra covers the eligible replacement part itself. The customer is responsible for international shipping, customs, duties, brokerage, taxes, and similar logistics costs unless an executed agreement states otherwise. The 24-business-hour meaningful initial response commitment applies regardless of Instrument location.

Out-of-Scope Service Requests

Sierra may perform individual service requests outside the scope of an active contract on a separately quoted basis. Examples include excluded components, customer-caused damage, routine wear-item replacement between PM events, relocations and reinstallations, recommissioning after extended storage, standalone calibration, formal training, method and application development, and service for uncovered Instruments.

Where out-of-scope work is discovered during covered service, Sierra obtains customer authorization before billable work, except for reasonable action necessary to leave the Instrument in a safe condition.

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

Delays Beyond Sierra's Reasonable Control

Sierra BioSystems is not responsible for service delays caused by circumstances beyond its reasonable control, including significant transportation disruption, severe weather, government restrictions, supplier disruption, site closure, or similar circumstances. Sierra will resume or continue performance as reasonably practical when circumstances permit. Such delay does not eliminate the underlying covered-service obligation.

Relationship to the Limited Warranty

The Sierra Limited Warranty and a service contract are separate instruments. A service contract does not extend, restart, or alter the underlying Limited Warranty. Where both are active, Sierra determines which coverage applies to a particular issue or service.

Custom Contracts

Custom service contracts are available. Any nonstandard commitment must be stated in the executed agreement. Examples include enhanced response commitments, enhanced on-site service levels, multi-year terms, method development, application development, and other nonstandard services. A specific custom term overrides these terms only for the issue expressly addressed.

Requesting Service

To request service under an active service contract, email support@sierrabio.com or contact an authorized Sierra BioSystems service agent.

K&A Instruments: Additional Terms

These terms apply to eligible K&A instruments in addition to the terms above. Both Standard and Premium are available.

Eligible Instruments

K&A instruments sold by Sierra BioSystems or specifically accepted for coverage by Sierra BioSystems. Covered models may include S-2, S-4, H-2, H-4, H-6, H-8, H-8-SE, H-8-VLS, H-16, H-28, and H-32, subject to Sierra supportability at the time coverage is written.

Components Not Covered

  • Computer
  • Monitor
  • Main blocks

Compressor

Compressor repairs are covered, provided the compressor has been maintained in accordance with Sierra BioSystems requirements, including regularly draining accumulated water and maintaining the required oil level. At the time of a compressor claim, Sierra will ask the customer to confirm in writing that this maintenance has been performed. No maintenance records or logs are required. Failure or damage caused by improper or insufficient compressor maintenance is not covered under the causation rules above.

Wear Items

The following are wear items. Routine replacement between scheduled PM events is the customer's responsibility. These items may qualify for the 25% spare-parts discount and may be included when reasonably required as part of a scheduled PM or covered corrective repair.

  • Valves
  • Seals
  • Bottle caps

Shasta: Additional Terms

These terms apply to eligible Shasta instruments in addition to the terms above. Both Standard and Premium are available. Academic pricing, where offered, does not change coverage.

Eligible Instruments

Shasta instruments sold by Sierra BioSystems or specifically accepted for coverage by Sierra BioSystems.

Components Not Covered

  • Computer
  • Monitor

Wear Items

The following are wear items. Routine replacement between scheduled PM events is the customer's responsibility. These items may qualify for the 25% spare-parts discount and may be included when reasonably required as part of a scheduled PM or covered corrective repair.

  • Valves
  • Seals
  • Fittings
  • Tubing
  • Gaskets

Preventive Maintenance

Preventive maintenance activities, parts, and components are determined by Sierra BioSystems at each scheduled PM. No fixed preventive maintenance kit or fixed kit quantity applies.

Taxes and Legal Notes

Quoted prices exclude applicable sales, use, value-added, goods-and-services, and similar transaction taxes unless the quote expressly states otherwise. The customer is responsible for applicable transaction taxes, except taxes imposed on Sierra BioSystems' own income.

The executed Service Contract Agreement governs in the event of conflict. Sierra BioSystems may update terms for future contracts and renewals and may decline new or renewed coverage for Instruments that do not meet eligibility, condition, or supportability requirements.

Last reviewed: 1 September 2026. Owner: Harold Devoz, Director of Field Operations.