Sample service terms for your purchasing office
This sample shows the coverage, service and travel terms of a ConductCare agreement. Use it for purchase orders and legal review.
1. Coverage Term and Plan Price
Standard Care is included with every purchase and covers the first 12 months after delivery. Extended Care adds 1 to 5 years of coverage after those 12 months. For example, “Extended Care, 3 years” covers 4 years from delivery when it is bought before Standard Care ends. The customer can buy Extended Care with the equipment or later. A plan bought during Standard Care starts when Standard Care ends. A plan bought after coverage has lapsed starts once a remote check confirms the equipment works. The check is part of the plan price. If the check finds a fault, ConductScience repairs it at the price list’s “Pay as you go” prices before the plan starts. Extended Care is paid once for the whole term. Its price is a share of the equipment price: 12% for 1 added year, 22% for 2, 32% for 3, 41% for 4 or 50% for 5. The equipment price is the item’s price on the order, before coupons, shipping and tax. On an MHEC or Sourcewell order, it is the item’s contract price. Each unit with its own plan price on the quote or order is a covered system. Equipment priced under $500 takes no Extended Care plan of its own. Extended Care costs at least $500 per coverage year per covered system ($900 per coverage year for large equipment that ships by freight on a pallet).
2. What Each Plan Covers
Each plan includes what is listed under its name below. Repairs under the hardware warranty are not billed while it lasts, and the warranty runs through any Extended Care term. Every on-site visit, warranty visits included, carries a trip fee.
Standard Care
- Hardware warranty for 12 months from delivery
- Automatic software and firmware updates
- Email and chat support, standard queue
- Remote help and remote training at no charge
- Member prices for on-site visits and other services on the covered equipment
- Depot repair (parts and labor covered, return shipping at your expense)
- Knowledge base at support.conductscience.com
Extended Care, 1 year
- Everything in Standard Care, extended to 24 months total
- Priority remote support, with a first response within four business hours
- Depot repair fully covered, round-trip shipping included
- Dedicated support manager for the term
- Software customization discount on products that ship with software
Extended Care, 2 years
- Everything in 1-year Extended Care
- 3 years of continuous coverage from delivery
Extended Care, 3 years
- Everything in 1-year Extended Care
- 4 years of continuous coverage from delivery
- Major software upgrades for the full term
- Annual remote calibration and configuration review
- Onboarding for new team members at no extra cost
- Procurement-ready PDF service agreement
Extended Care, 4 years
- Everything in 3-year Extended Care
- 5 years of continuous coverage from delivery
Extended Care, 5 years
- Everything in 3-year Extended Care
- 6 years of continuous coverage from delivery
- Named technical support owner for the full term
- Quarterly remote check-in with calibration and update review
- Priority queue for new feature requests
3. Services Quoted from the Price List
A plan includes no prepaid hours of service. Hands-on labor, on-site work, validation, relocation, in-person training and custom projects are quoted separately from the plan, using the ConductCare price list, but repairs under the warranty are not billed. Work on equipment covered by Standard Care or Extended Care is billed at the price list’s “With a plan” prices, and other work at its “Pay as you go” prices. On-site hands-on work is billed for at least 4 hours on a trip within 100 miles. On any other US trip, it is billed for at least 1 engineer day.
4. Travel, Trip Fees and Shipping
Each on-site visit carries a trip fee from Glenview, Illinois, set by where the site is, at the prices on the ConductCare price list. A trip is billed at its “With a plan” price when the visit includes work on covered equipment. What each trip fee covers is set out below the price list. The written quote lists each trip fee, and the customer approves it before work is scheduled. For an on-site visit, shipping and special handling are quoted separately, and their cost is confirmed before the customer approves the quote.
5. Service Hours, After-Hours Work and Remote Help
Business hours for remote help are 9 a.m. to 6 p.m., Monday to Friday, Eastern time, excluding US federal holidays. Standard hours for on-site work are 8 a.m. to 6 p.m., Monday to Friday, local time at the site. Hands-on work and on-site days outside standard hours cost 1.5 times the listed price, and 2 times on Sundays and holidays.
6. Price Lock
For the full coverage term, work on covered equipment is billed at the “With a plan” prices on the price list in effect on the date the plan is bought. Those prices hold even if the list later changes.
7. Payment Terms
Extended Care is invoiced once: with the equipment if bought then, or from its own quote if added later. Services are invoiced after the work is performed. Payment is due net 30 days from the invoice date. Institutional purchase orders are accepted, and the final quote lists each plan and service as a separate approval line.
8. Ending a Plan and Refunds
Either party may end Extended Care with 30 days’ written notice. If the customer ends Extended Care, ConductScience refunds the share of the plan price for each unused full coverage year, minus the value of services already performed. Standard Care costs nothing extra, so it carries no refund. Ending Extended Care does not affect amounts owed for completed services.
9. Parts Availability and End-of-Life
ConductScience maintains repair parts for covered equipment for the full coverage term. If a covered product is discontinued and a repair part runs out, ConductScience will either supply a replacement that works the same way or credit the unused share of the coverage.
10. Transferability
Coverage follows the equipment. If covered equipment moves to a new laboratory, institution, or principal investigator, the remaining coverage transfers with it at no charge upon written notice to ConductScience with the new contact and shipping details.
11. Limitation of Liability
ConductScience’s total liability under this agreement is limited to what was paid for the affected coverage and services in the 12 months before the claim. Neither party is liable for indirect, incidental, or consequential damages, including lost research time or data.
12. Exclusions
ConductCare does not cover consumables; accidental damage; damage caused by modification or non-approved use; facility power or network changes; or work outside the approved equipment and services.
13. Documents That Set the Scope
The final agreement, the quote and the purchase order together set the scope of work.
Price List
Services and trips in the US are billed at these prices.
| Service | Pay as you go | With a plan |
|---|---|---|
| Installation | $250 an hour | $195 an hour |
| Preventative maintenance and calibration | $250 an hour | $195 an hour |
| Repair | $250 an hour | $195 an hour |
| Relocation | $250 an hour | $195 an hour |
| Software configuration | $250 an hour | $195 an hour |
| Engineer day on site | $2,400 a day | $1,950 a day |
| Training day on site | $2,000 a day | $1,600 a day |
| Laboratory consulting | $300 an hour | $250 an hour |
| Shop work in Glenview | $250 an hour | $195 an hour |
| Remote help | $195 a session | Included |
| Remote training | $195 a session | Included |
| Custom work | Quoted | Quoted |
| Trip within 100 miles | $450 a trip | $350 a trip |
| Trip of 100 to 300 miles, by car | $1,800 a trip | $1,450 a trip |
| Trip by air in the lower 48 states | $3,500 a trip | $2,800 a trip |
| Trip to Alaska, Hawaii, Puerto Rico or another US territory | $5,100 a trip | $4,100 a trip |
| Extra night, US trip | $450 a night | $350 a night |
What Each Service Covers
- Installation is billed by the hour for installing, setting up and calibrating equipment on site and training its users.
- Preventative maintenance and calibration is billed by the hour for scheduled inspection, calibration, cleaning and upkeep on site.
- Repair is billed by the hour for on-site troubleshooting and repair; repairs covered by warranty are not billed.
- Relocation is billed by the hour for disassembly, packing, transport coordination and reinstallation.
- Software configuration is billed by the hour for setup, calibration, workflow configuration and handoff of equipment software, done remotely or on site.
- An engineer day is billed per day of up to 8 hours on site for commissioning, validation, integration, training or work across several systems.
- A training day is billed per day of on-site training for up to 10 participants.
- Laboratory consulting is billed by the hour for experimental design and protocol advice from ConductScience scientific staff.
- Shop work is billed by the hour for bench work at the ConductScience shop in Glenview, Illinois; shipping both ways is quoted per shipment and is not billed for equipment under Extended Care.
- Remote help is billed per phone or video session of up to 1 hour, at no charge for equipment under Standard Care or Extended Care.
- Remote training is billed per video session of up to 1 hour, at no charge for equipment under Standard Care or Extended Care.
- Custom work is priced from a written scope that both parties approve before work begins.
- A trip within 100 driving miles of Glenview, Illinois, is billed once for each day on site and covers the technician's travel time, car and meals.
- A trip of 100 to 300 driving miles from Glenview, Illinois, goes by car. It covers travel time, car, hotel and meals for one round trip and up to two nights away. On this trip, work on site bills at least one engineer day.
- A trip to a site in the lower 48 states over 300 driving miles from Glenview, Illinois, goes by air. It covers travel time, airfare, hotel, car and meals for one round trip and up to two nights away. On this trip, work on site bills at least one engineer day.
- A trip to Alaska, Hawaii, Puerto Rico or another US territory covers travel time, airfare, hotel, car and meals for one round trip and up to two nights away. On this trip, work on site bills at least one engineer day.
- Each night the technician stays beyond the two nights a US trip includes is billed as an extra night.
