Sample service terms for procurement review
This sample is a planning copy for purchase orders and legal review. Your final quote and signed agreement will list the selected ConductCare coverage term and any fixed service-rate add-ons as separate approval lines.
1. Coverage Term
Standard Care is included for the first year from delivery. Extended Care may be added at purchase for a configured coverage term of up to five years, priced as a one-time uplift based on the covered equipment value.
2. Covered Services
Covered services include software and firmware updates, remote support, warranty coverage, onboarding, and depot repair according to the selected care tier. Covered services do not create a prepaid service-hour bank.
3. Fixed Service-Rate Add-Ons
Hands-on labor, on-site work, validation, relocation, in-person training, and custom projects are quoted separately as fixed service-rate add-ons. Approved add-ons appear as separate quote lines next to the ConductCare plan.
4. Travel, Logistics, and Pass-Through Costs
Domestic travel and logistics are included in the written engagement quote unless the approved scope states otherwise. International travel, special handling, shipping, lodging, and other pass-through costs are confirmed before approval.
5. Exclusions
ConductCare does not cover consumables, accidental damage, damage caused by modification or non-approved use, facility power/network changes, or work outside the approved equipment and service scope.
6. Quote and Purchase Order Alignment
The final agreement, quote, and purchase order control the active scope. If an institution needs on-site service, the quote should list the care plan and each fixed service-rate add-on as separate approval lines.
Fixed Service-Rate Schedule
| Service line | Rate | After-hours | Unit |
|---|---|---|---|
| On-site engineer visit | $1,750/day | Quoted | Daily |
| Equipment installation | $150/hr | $225/hr | Hourly |
| Preventative maintenance | $125/hr | $190/hr | Hourly |
| Repair service | $150/hr | $225/hr | Hourly |
| Equipment relocation | $175/hr | $260/hr | Hourly |
| Software configuration | $150/hr | N/A | Hourly |
| Laboratory consulting | $200/hr | N/A | Hourly |
| On-site training | $500/day | $750/day | Daily |
| Domestic travel and logistics | Included in quoted engagement | N/A | Per engagement |
| Remote technical support | Free | N/A | Per incident |
| Remote training | Free | N/A | Per session |
| Custom manufacturing | Quote-based | N/A | Per project |
Add-On Clauses
- On-site engineer visit: On-site engineer visits are quoted separately at $1,750 per engineer day for onsite commissioning, validation, integration, training, or multi-system support.
- Equipment installation: Equipment installation labor is quoted at $150 per hour during standard service hours and $225 per hour for approved after-hours work.
- Preventative maintenance: Preventative maintenance is quoted at $125 per hour during standard service hours and $190 per hour for approved after-hours work.
- Repair service: Repair service is quoted at $150 per hour during standard service hours and $225 per hour for approved after-hours work; covered warranty repairs remain no-charge when applicable.
- Equipment relocation: Equipment relocation is quoted at $175 per hour during standard service hours and $260 per hour for approved after-hours work.
- Software configuration: Software configuration is quoted at $150 per hour for ConductVision setup, calibration, workflow configuration, and handoff.
- Laboratory consulting: Laboratory consulting is quoted at $200 per hour for experimental design guidance and protocol consultation by scientific staff.
- On-site training: On-site training is quoted at $500 per day during standard service hours and $750 per day for approved after-hours training for up to 10 participants.
- Domestic travel and logistics: Domestic travel, lodging, shipping, and special handling are included in the written service quote unless the approved scope states otherwise; international travel, special handling, and pass-through expenses are confirmed before approval.
- Remote technical support: Remote technical support is included at no charge for ConductScience-supported products during the applicable service plan term.
- Remote training: Remote training is included at no charge for covered Conduct products during the applicable service plan term.
- Custom manufacturing: Custom manufacturing and other project work are priced from the mutually approved written scope.
