SUPR Support Plans
Flexible service plans to optimise your system’s reliability, minimise downtime, and extend instrument life.
Explore Our SUPR Support Plan Options
Applied Photophysics SUPR Support Plans are designed to maintain the precision and stability required for nanoDSF-based thermal stability and protein unfolding measurements. Whether you're analysing formulation stability, detecting aggregation, or characterising protein-ligand interactions, reliable instrument performance is essential.
Regular preventative maintenance helps ensure your SUPR system continues to deliver high-quality nanoDSF data over time. Each support plan includes one preventative maintenance visit during the contract term, which covers full system checks, calibration, and essential component replacements using a dedicated service pack. With options for fixed or flexible scheduling and full coverage of labour and travel, the service visit is designed to minimise downtime and keep your workflow uninterrupted.
Whether you need full coverage or essential support, choose between Premium and Standard to fit your lab.
| FEATURE | PREMIUM | STANDARD |
|---|---|---|
| Duration (Months) | 12 | 12 |
| One PM Visit from a Product Support Specialist | ✓ (Flexible) | ✓ (Fixed) |
| One PM Service Pack (Consumables) | ✓ | ✓ |
| Discounted Consumables, Accessories, and Spares | 10% | 5% |
| Discounted Additional Visits for Service and Training | 20% | 10% |
| Priority Technical and Applications Support | ✓ | ✓ |
| Remote Assistance | Unlimited | Up to 10 hours per contract term |
| Factory Repair Service (Parts Discount) | Free | 20% |
| Factory Repair Service (Labour Charges) | Free | 2 hours free, then 20% off |
| Comprehensive Parts Cover | ✓ | – |
| Access to Exclusive Support Resources | ✓ | ✓ |
| Priority Dispatch Service | ✓ | ✓ |
Not sure which Support Plan fits your needs?
Features
Each SUPR Support Plan includes a range of services designed to safeguard your system’s reliability, maximise uptime, and support your laboratory’s success. Below you’ll find a detailed overview of what’s included.
- Support plan holders are entitled to a number of complimentary hours of remote assistance, allowing our technical specialists to securely connect to your SUPR system to diagnose and resolve issues quickly.
- Remote access minimises downtime, reduces the need for on-site intervention, and provides fast, effective troubleshooting as part of the support plan.
- Support plan holders benefit from priority access to the Applied Photophysics Helpdesk, which is staffed by scientists and engineers with extensive experience in SUPR systems.
- The Helpdesk offers expert troubleshooting, applications advice, and guidance, ensuring that any technical queries are responded to within 24 working hours to minimise disruption to laboratory activities.
- The Applied Photophysics Factory Repair Service. The service includes two hours of complimentary labour for repairs, with discounted rates available for additional labour time and parts depending on the plan held.
- Repairs are typically completed within 24–72 hours of receipt of the returned instrument, helping to minimise downtime and ensure rapid return to operation.
- Support plan holders may benefit from discounted OQ/PQ (Operational Qualification/Performance Qualification) validation services, enabling laboratories to maintain regulatory compliance and system performance standards.
- The validation ensures the SUPR system continues to operate within the defined specifications required for quality assurance.
- Support plan holders gain access to a library of exclusive Applied Photophysics technical resources, including user manuals, troubleshooting guides, standard operating procedures, and technical bulletins.
- These resources support optimal use and maintenance of the SUPR system and provide ongoing technical guidance throughout the term of the support plan.
- Support plan holders benefit from priority dispatch of standard catalogue items, with orders placed before 12:00 GMT processed and shipped on the same day.
- This ensures critical parts and consumables are delivered as quickly as possible to support continuous laboratory operations and minimise instrument downtime.