BD provides complete service plans to protect your equipment and guarantee performance.
We offer comprehensive services that support our instruments used by researchers or clinicians to advance scientific discoveries and enhance patient care. Each plan is designed to provide excellent customer experience with some of the most experienced and responsive support teams in the industry. Additionally, enhanced services are available for flow cytometry laboratories that demand faster response and extended benefits such as instrument uptime guarantees and IQ/OQ compliance services.
Remote support
Our technical support specialists are here to listen to you, so they can rapidly diagnose issues that may arise. Our teams utilise a range of remote diagnostics and monitoring tools via state-of-the-art secure connections. Many issues are resolved without needing on-site interventions. This minimises laboratory disruptions while maximising system availability.
Field support
Field service technical representatives go on site to intervene directly in your laboratory. They perform preventative and corrective maintenance by identifying potential failures and replacing spare parts that are defective or worn out. Regular hardware and software upgrades improve system reliability, data security and productivity. Preventative maintenance ensures your system is consistently operating at optimal performance. It also limits downtime while extending equipment lifetime, giving you peace of mind.
Regional and global support
Local remote and field service representatives are supported by regional and global customer care and research and development teams. This integrated approach means your inquiries are handled by a multi-tiered network of technical specialists.
Our services include:
- Omni-channels and multilingual Technical Support Center
- BD Assurity Linc TM advanced remote service solution
- Preventative maintenance visits
- Unlimited repair visits
- Covered labor and travel
- Instrument spare parts
- Guaranteed field service engineer on-site response time for emergency
- Enhanced services (instrument uptime guarantee, loan modules, software updates and upgrades, IQ/OQ compliance services, Alliance service partnership)
BD Care Level 3 Plan
Maximize equipment utilization and achieve ultimate uptime
Our comprehensive next day response BD Care Level 3 service plan assures instrument performance and safeguards the availability of essential systems. A market-leading package that includes preventative maintenance visit(s) and kits, spare parts and laser coverage, routine software updates and upgrades, and the provision of a loan workstation if required. This high-level service plan is suited to all systems including heavily utilised critical equipment in clinical laboratories, pharma, CROs, research core facilities and other laboratories involved in time-sensitive work. Consider to take advantage of our BD Care Level 3 + with 95% instrument uptime guaranteed.
BD Care Level 2 Plan
Ensure optimal equipment performance through regular support from your BD Service and Support team
Our BD Care Level 2 service plan includes unlimited visits and full coverage for labor and travel, spare parts coverage excluding laser(s), preventative maintenance visit(s) as per manufacturer recommendation. Suited to laboratories where equipment availability can be managed around a two-day response time. If you wish to cover your laser(s), a Laser insurance service plan is available as an add-on option to our BD Care Level 2 plan.
BD Care Level 1 Plan
Keep budget under control while protecting your asset from unplanned repairs
Our BD Care Level 1 service plan is designed to optimise equipment performance on a limited budget. The service plan includes preventative maintenance visit(s) as per manufacturer recommendation and the maintenance kits. Ideal for low usage, non-critical pieces of equipment where a three-day on-site response time can be accommodated, and discounted spare parts purchased separately.
Service Plan Comparison
| BD Care Service Plan | BD Care Level 1 | BD Care Level 2 | BD Care Level 3 | BD Care Level 3+ |
|---|---|---|---|---|
Technical Support Center - Omni-channels and multilingual phone, chat, email support | ||||
BD Assurity Linc™ Remote Services | ||||
Guaranteed call back expectation | ≤ 4 hours | ≤ 2 hours | ≤ 1 hour | ≤ 1 hour |
Preventative maintenance and PM kit | ||||
Field service corrective maintenance - Labor and travel | ||||
Field service emergency on site response time | ≤ 72 hours | ≤ 48 hours | ≤ 24 hours | ≤ 24 hours |
Certified Spare Parts | 10% off list price | Included but laser(s) | ||
Up time guarantee & Performance Analytics dashboard (required BD Assurity Linc™) | - | - | - | |
BD Software update (revision) | ||||
BD Software upgrade (excluding OS & hardware) | ||||
Loan modules - computer, monitor and accessories | - | |||
Service update - reliability improvements | - | |||
Installation and Operational Qualification (IQ/OQ) | 10% off list price | 10% off list price | 20% off list price | 20% off list price |
For best value, take advantage of our multi-year service plans to lock in lower rates for the whole duration of the service agreement.
Learn more: For additional information and to request a personalized quote, please contact our Service sales representative (https://www.bdbiosciences.com/en-eu/support).
Instrument Compliance Services
At BD Biosciences, we offer more than premium laboratory equipment—we can support your facility’s quality and regulatory compliance needs to ensure your BD instrumentation is performing optimally, with maximum uptime.
Program overview
We are committed to supporting your organization’s equipment to help you ensure all systems are meeting compliance and calibration requirements. This includes:
Installation Qualification (IQ)
We will verify and document that equipment is installed to our manufacturing standards or your customized requirements.
Operation Qualification (OQ)
Our equipment experts review instruments and provide documentation that all systems are operating as intended and meeting our specifications while exceeding your expectations.
IQ/OQ sustainability support
We will help when a situation triggers an IQ or OQ, such as major repairs, software or instrument upgrades, and equipment/facility relocation.
