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.
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.
