We take care of
your equipment,
so you can take care
of the science
Remote-first service plans that keep your Conduct software current, your hardware warrantied, and your team supported. Up to 5 years of coverage under one agreement. Fixed service-rate add-ons and onsite visits are scoped and quoted separately when you need them.
Four things you’ll never
have to worry about again
Every ConductCare plan covers these essentials. No fine print, no surprises.
Software & Firmware
Updates arrive automatically. New features, security patches, compatibility fixes — all handled. You stay on the latest version without lifting a finger.
Priority Remote Support
When something's not right, you reach out and we respond — by email, video call, or screen share. Expert help within one business day. Not a chatbot, not a queue. A real person who knows your system.
Warranty & Depot Repairs
Extended hardware warranty with replacement parts and depot repair shipped back to you. If it breaks, we diagnose remotely and ship a fix. Onsite technician visits available as a separate quote when a unit can’t be shipped.
Onboarding & Docs
Your dedicated support manager walks new team members through the setup, and the full documentation library at support.conductscience.com stays open 24/7. New grad student? They'll be up to speed in a day.
Your equipment, our responsibility
From the day you sign up, we're watching over every device, every update, every calibration.
Getting started is simple
Tell us what you have
Share your equipment list and lab setup. We'll review it and recommend the right level of coverage.
We build your plan
A custom service agreement tailored to your equipment, team size, and budget. Ready for procurement.
We take it from here
Updates roll out automatically, your warranty is active, and we're on call whenever you need us.
Choose the right fit
for your lab
Every ConductScience product ships with Standard Care for the first year. Extend coverage up to five years with a simple one-time uplift on equipment cost.
ConductCare covers your warranty term, updates, remote support, onboarding, and depot repair. Hands-on service hours for onsite visits, validation work, custom training, or special projects are scoped and quoted separately so procurement can approve the exact labor needed.
Every ConductScience product ships with Standard Care for its first year. This is the baseline you get just by buying the equipment — no separate contract, no fine print. It’s designed to get you from unboxing to publishing without friction.
- Hardware warranty for 12 months from delivery. If a covered component fails, we repair or replace it.
- Automatic software & firmware updates for every Conduct product in your agreement. New features and security patches roll out without you doing anything.
- Email & chat support from our team, handled in the standard queue.
- Knowledge base at support.conductscience.com — setup guides, protocols, troubleshooting, and API docs.
- Depot repair for hardware that needs bench service — parts and labor covered; return shipping at your expense.
Fixed service-rate add-ons, onsite technician visits, and custom in-person work are not part of Standard Care. They are scoped and quoted separately through On-Site Support.
Add-ons are optional quote lines, not a service-hour bank inside the plan. The full rate card and travel terms are below.
Extended Care continues everything in Standard Care past the first year. Pick 2, 3, 4, or 5 years of total coverage at purchase as a one-time uplift on equipment cost — 10% for one additional year, with built-in discounts on longer terms (3 years +27%, 5 years +42% instead of the linear 30%/50%). A $250-per-year minimum applies. The coverage term is separate from any fixed-rate labor you may need for onsite, validation, repair, relocation, training, or custom work.
- Everything in Standard Care extended across your chosen term.
- Extended hardware warranty covering the full configured duration — up to 5 years of component repair and replacement.
- Continued software & firmware updates for the life of the contract, including major version upgrades when available.
- Priority remote support over email, video call, and screen share — first response within one business day, from a real person who knows your system.
- Dedicated account manager and technical support manager assigned at contract start. Same two humans for the life of your engagement.
- Depot repairs fully covered round-trip shipping, diagnostic time, and replacement parts.
- Software customization discounts on products that ship with software — scoped custom development at a reduced rate.
- Onboarding for new team members at no extra cost — your support manager walks new grad students and techs through setup and best practices.
- Procurement-ready documentation formal PDF service agreement, signed countersigns, and institutional PO workflow.
Remote-first by design (email, video, screen share, depot repair). If your institution requires hands-on labor for onsite commissioning, validation, repair, relocation, or in-person training, tick the onsite box in the configurator below and we’ll bundle an On-Site Support quote alongside your Extended Care plan.
Add-ons are optional quote lines, not a service-hour bank inside the plan. The full rate card and travel terms are below.
| Service line | Standard rate | After-hours | Unit | What it covers |
|---|---|---|---|---|
| On-site engineer visit | $1,750/day | Quoted | Daily | Engineer day for onsite commissioning, validation, integration, training, or multi-system support. |
| Equipment installation | $150/hr | $225/hr | Hourly | On-site installation, setup, calibration, and user training. 4-hour minimum. |
| Preventative maintenance | $125/hr | $190/hr | Hourly | Scheduled inspection, calibration, cleaning, and upkeep. 4-hour minimum on-site. |
| Repair service | $150/hr | $225/hr | Hourly | Troubleshooting and repair. 4-hour minimum on-site. Warranty repairs remain no-charge when covered. |
| Equipment relocation | $175/hr | $260/hr | Hourly | Disassembly, packing, transport coordination, and reinstallation. 4-hour minimum. |
| Software configuration | $150/hr | N/A | Hourly | ConductVision setup, calibration, workflow configuration, and handoff. |
| Laboratory consulting | $200/hr | N/A | Hourly | Experimental design guidance and protocol consultation by scientific staff. |
| On-site training | $1,200/day | $1,800/day | Daily | Dedicated training day at your facility for up to 10 participants. Remote training stays free. |
| Travel and logistics | Included within 100 miles | N/A | Per engagement | Travel within 100 miles of a ConductScience service location is included. Beyond 100 miles, travel, lodging, and logistics are quoted at cost in the written engagement quote — no markup, itemized for approval. |
| Remote technical support | Free | N/A | Per incident | Phone/video troubleshooting for ConductScience-supported products. |
| Remote training | Free | N/A | Per session | Video conference product training for covered Conduct products. |
| Custom manufacturing | Quote-based | N/A | Per project | Custom behavioral apparatus and scoped research equipment builds. |
These rates appear as separate quote lines next to your ConductCare plan. On-site hourly services carry a 4-hour minimum. Travel within 100 miles of a ConductScience service location is included; beyond that, travel and lodging are itemized at cost in the written quote. International travel, special handling, and pass-through expenses are confirmed before approval. Custom project work is priced from the approved scope.
Compare every plan at a glance
Standard Care ships with every product for the first year. Extended Care lets you lock in 1, 3, or 5 years of coverage at purchase — paid once, not annually, with multi-year discounts built into the longer terms. Fixed service-rate add-ons are quoted separately for work that needs defined labor time.
| Standard CareIncluded1-year baseline | Extended Care+10%1-year term | Most popularExtended Care+27%3-year term | Extended Care+42%5-year term | |
|---|---|---|---|---|
| Coverage | ||||
| Hardware warranty | 12 months | 1 year | 3 years | 5 years |
| Software & firmware updates | ✓ | ✓ | ✓ | ✓ |
| Knowledge base access | ✓ | ✓ | ✓ | ✓ |
| Human support | ||||
| Priority remote support | — | ✓ | ✓ | ✓ |
| Dedicated account manager | — | ✓ | ✓ | ✓ |
| Onboarding for new team members | — | ✓ | ✓ | ✓ |
| Fixed service-rate add-ons | Available add-on | Available add-on | Available add-on | Available add-on |
| Repair & upkeep | ||||
| Depot repair | Parts & labor | Parts, labor & round-trip shipping | Parts, labor & round-trip shipping | Parts, labor & round-trip shipping |
| Annual calibration | — | — | ✓ | ✓ with training |
| Software customization discount* | — | 10% off | 20% off | 30% off |
*Applies to products that ship with software. Fixed service-rate add-ons and onsite technician visits aren’t part of any plan — they’re quoted separately through On-Site Support.
How coverage works
across borders
Everything remote holds at parity wherever your lab is. Everything that has to physically cross a border — freight, parts, an engineer’s plane ticket — is priced to what it actually costs to deliver, and we say which is which.
Anything remote costs the same anywhere
- Software and firmware updates
- Priority remote support — first response within one business day
- Dedicated account and technical support managers
- Knowledge base and onboarding for new team members
- Software customization discounts
Anything that crosses a border reflects its true cost
- Depot repair and return shipping
- On-site engineer and training visits
- Replacement-parts logistics
- Travel, lodging, visas, and per diem
- Extended Care coverage floor
The one-time uplift carries a higher percentage and a higher annual floor internationally, because the expected repair event — cross-border freight, customs, brokerage, VAT float, and downtime — costs three to five times more to fulfill.
| Term | Domestic uplift | International uplift | Difference |
|---|---|---|---|
| 1-year extension | +10% | +15% | +5 pts |
| 3-year termMost popular | +27% | +38% | +11 pts |
| 5-year term | +42% | +58% | +16 pts |
| Annual minimum | $250 / yr | $700 / yr | 2.8× |
International Extended Care replaces round-trip depot shipping with advance parts-exchange. Freight is covered up to $400 per event; beyond that, at cost.
The hourly rate itself rises only modestly — roughly 25% — for complexity, currency, and collections risk. What makes an international visit expensive is the minimum engagement and the travel around it, shown in full below.
| Service line | Domestic | International | After-hours (intl.) |
|---|---|---|---|
| On-site engineer visit | $1,750 / day | $2,200 / day | Quoted |
| On-site training | $1,200 / day | $1,500 / day | $2,250 / day |
| Equipment installation | $150 / hr | $190 / hr | $285 / hr |
| Repair service | $150 / hr | $190 / hr | $285 / hr |
| Preventative maintenance | $125 / hr | $160 / hr | $240 / hr |
| Equipment relocation | $175 / hr | $220 / hr | $330 / hr |
| Software configuration | $150 / hr | $190 / hr | — |
| Laboratory consulting | $200 / hr | $250 / hr | — |
International on-site work carries a two-day minimum engagement, versus the four-hour domestic minimum. Travel days are billed at 50% of the applicable day rate.
Why an international visit costs more
- Travel daysTwo days at 50% of the $2,200 day rate$2,200
- On-site engagementTwo-day international minimum at $2,200 / day$4,400
- Airfare, lodging, per diem, visaAt cost, no markup, itemized for approval≈ $3,000
- Estimated total≈ 5.5× domesticRoughly 5.5× the domestic equivalent≈ $9,600
Duties and taxes — DAP
Prices are Delivered At Place. You are importer of record and bear import duties, VAT, and customs brokerage. We do not quote duty-paid unless landed cost is confirmed in advance.
Currency
Quoted and invoiced in USD by default. Local-currency invoicing is available at a locked exchange rate plus a small buffer, re-quoted at each renewal.
Parts before whole units
Whole instruments are not shipped across borders for repair. Advance parts-exchange is the default — the replacement ships first and the failed part returns in the same box, cutting typical downtime from weeks to days.
Response commitments
Remote response times are identical worldwide. On-site response is scheduled best-effort — there is no guaranteed on-site clock outside a ConductScience service region.
Travel and special handling
All international travel and special handling is confirmed and approved before work begins, itemized at cost with no markup.
Minimum engagement
On-site visits are scoped as two-day minimum engagements, with travel days billed at 50%. The plan remains a coverage agreement, not a service-hour bank.
In regions where we have a vetted service partner, on-site work is billed at the partner’s local rate plus a coordination fee — usually faster and cheaper than deploying a U.S. engineer, with no travel-day or visa stack. Direct U.S. deployment becomes the premium exception, not the default. Ask your account manager which regions are covered when you request a quote.
We built ConductCare because equipment shouldn’t be a headache
You didn’t become a researcher to troubleshoot firmware. We want you spending your time on the work that matters — and we’ll make sure the tools are ready when you are.
- Procurement-ready documentationFormal PDF service agreements ready for institutional POs and compliance audits.
- Flexible renewalsAnnual or multi-year terms, price protection on renewals, upgrade mid-contract without interruption.
- Global coverageWe support labs at universities, government agencies, and research organizations worldwide.
Common questions
Let’s find the right plan
for your lab
Tell us what equipment you’re running. We’ll put together a custom ConductCare agreement — no pressure, no obligation.
