NANOSCIENCE

CUSTOMER SUPPORTPACKAGES

Global Knowledge
Local Support
nanoscience.oxinst.com
nanoscience@oxinst.com

Today, tomorrow, always – we are in it together
for your whole journey. We understand there
are many decisions to make when selecting
the right product and company with which topartner. At Oxford Instruments NanoScience,
our customers’ success is what matters most.
Delivering maximum performance, our rangeof support packages enable our customers tomaximise uptime and minimise cost, spreading
cost of ownership into a simplified yearly fee.

Our support packages
can save up to 30%
on maintenance costs
compared to pay as
you go service.
Basic
Our Basic Support Package provides an annual visit to perform asystem health check and provides training to system users. The healthcheck report will identify any maintenance requirements as they occur,
reducing downtime and ensuring your focus is on your experiments
and results.

Essential
Our Essential Support Package adds cover for all scheduled
maintenance requirements, and enables yearly payments. An annualvisit includes maintenance of all service parts and pumps in additionto a system health check and training. The Essential Support Package
is for those who require a higher level of guaranteed support, withscheduled preventative maintenance.

PremiumThis package is ideal for customers who value unparalleled access toa key account engineer, faster helpdesk responses and customers who
require optimal utilisation and up-time. The Premium Support Package
adds priority support with guaranteed response time for technicalenquiries, on-site repairs and spare parts shipments, as well as directaccess to a dedicated key account engineer.

Elite
Our most complete support package, developed to support ourindustrial and quantum computing customers ensures all system
maintenance is covered, and up-time is maximised for interruptionfree operation. This package includes weekly on-site attendance,
weekend support and a flexible, expandable contract for multi-region
installations and data centre deployments. Access to critical spares
ensures that any component failures can be replaced promptly.

LiveAssist
LiveAssist remote support empowers yourtechnical staff to resolve issues fast and effectively
with the support from our team of service andengineering professionals, using the latest virtual
reality tools. LiveAssist is a benefit included in all
our support packages or it can be purchased pay
as you go when the need arises.

Extended Warranty Cover

Preventative MaintenanceA standard warranty is included for 12months on all system sales. Extended
warranties are available for customers whowant to be covered for a longer period.

Regularly scheduled maintenance canidentify potential problems before they occur
and enables cost management to avoid therisk and expense associated with unplanned
downtime. A full system health checkprovides certification of system performanceand enables any potential issues to be
identified before component failure.

All of our warranties include parts and labour,and our warranty helpdesk provides a single
point of contact should any failure occur.

Technical Support
Technical support is provided quickly andeasily from our global service desks andissues. Augmented reality tools utilising
Oxford Instruments LiveAssist, and remote
access ensure rapid diagnosis and systemmonitoring.

Training
Annual on-site training is included in all
our support packages. Practical, handson training ensures that system users andtechnical staff are familiar with how thesystem operates and how to diagnose andfault check minor issues. This flexible training
can be adjusted to your needs, whether you
want to learn the fundamentals of how thesystem operates, data logging and export,
or how to integrate the system using APIinterface commands.

Key Account Engineer
In addition to our standard support helpdesk,
customers on our Premium Support Package
benefit from single point, direct mobile
phone and email contact to a dedicated key
account engineer. Your key account engineer
will be familiar with your facility and yoursystems and able to provide personalised
support and technical assistance.

Cryospares®
We provide a variety of upgrades,
accessories and spare parts for cryogenic
systems and magnet systems. Our new
e-store provides an extensive range of spareparts and consumables that are in stock andready for delivery.
Visit: estore.oxinst.com

All deliverables included in our support packages are shown in the chart below. Extended warranty coveris included in the Elite Support Package but also available to purchase in addition to the Basic, Essential orPremium Support Packages.
Support Package
Category

DetailBasicTechnical support helpdesk (telephone and e-mail)TechnicalSupport

LiveAssist (remote technical support)
Technical support response

1 Business daySoftware

Software and firmware updates

Training

Training (1/2 day) during annual engineer visit

Cryospares®
E-Store

10% Discount on cryospares.com

Preventative
MaintenanceReplacement
Parts Service

On SiteTechnicalSupport

Annual full system health check (on site visit)
Service parts included
7 Business days
Priority factory support
3 Business days
Labour

1 Emergency call out visit per year atno chargeResponse time

5 Business days

Dedicated key account engineer Monday to Friday (business hours)

Key AccountManagement

CriticalSpares
Inventory

ExtendedWarranty
CoverConsultancy for facilities set up
Priority technical support
response within 4 hrs

Monday to Saturday

On site support

6 Hours per site per week

Critical spares inventory
Critical spares shipment

1 Business day

Depot repair

Fully inclusive hardware repair

Replacement parts coverage

Included, no additional charge

On site labour

Unlimited visits no charge(for warranty)

Warranty helpdesk (telephone and e-mail)Technical support response

1 Business dayEssential Premium

Elite(1 yr)(3+1 yr)(3+1 yr)(1 yrs+)√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√Contact
information:
What our customers say
Michel Devoret and Robert Schoelkopf, Yale University, say: “Itis important to interface with a company that has the adequatelevel of experience and support on hand, as well as the option
for remote support, which provides us with more flexibility andrapid response to minimise downtime of our research - which iscritical.”Javad Shabani, New York University, says: “We operate
multiple systems provided by Oxford Instruments because weknow we can rely on the technology and the support. For us, thebenefit of having a bespoke service agreement in place is thefact it meets our needs and our budget exactly. We don’t haveto compromise in the lab and can focus on our research without
interruption.”
Charles Marcus, Center for Quantum Devices, Niels BohrInstitute, University of Copenhagen, Denmark, says: “Researchis a key element of the work we conduct at the Center for
Quantum Devices (QDev), but to undertake reliable research, wemust use reliable systems. The support we receive from Oxford
Instruments proactively maintains our systems, so we canfocus on finding the answers to the most pressing questions
surrounding quantum device development.”
Richard Pearson, Technical Operations Lead, OQC, says: “OQC
is Europe’s leading quantum computing-as-a service company.
We build quantum computers to enable life-changing
discoveries. We pride ourselves on partnering with the best
technical and strategic suppliers in the industry, which is why
we work with Oxford Instruments. The support offered by Oxford
Instruments benefits us and our customers as we continue toscale our capabilities.”

Contact yourregional office
to find the rightsupport package foryour organisation:
U.K., Europe,
Middle East, Africa
Tel: +44 (0) 1865 393200
Email: nanoscience@oxinst.com

AmericasTel: +1 800 447 4717
Email: nanoscience@oxinst.com

China
Tel: +86 (0) 400 678 0609
Email: nanoscience@oxinst.com

Japan
Tel: +81 (0) 3 6732 8966
Email: nanoscience.jp@oxinst.com

India
Tel: +91 8181017017
Email: nanoscience@oxinst.com

Republic of Korea
Tel: +82 (2) 2047 6466
Email: nanoscience@oxinst.com

Asia & ROWEmail: nanoscience@oxinst.com

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