Instrument after-sales commitment

1.The warranty period is based on the acceptance time recognized by the purchaser as the warranty period.

1.1Provide services for repair, maintenance, and replacement of spare parts.

1.2The labor costs, transportation expenses, on-site fees, and spare parts costs involved in maintenance services shall be borne by the manufacturer.

1.3Ensure that the provided spare parts are original factory certified, tested and qualified, brand new spare parts, and match the entire equipment.

1.4Provide a backup machine and ensure it arrives within 24 hours.

1.5The purchaser enjoys lifetime free application software, operating system, and database improvement and stability upgrade services, including newly added functional software. (If any)

2.Maintenance and response time requirements

2.1Provide 7 * 24-hour dedicated telephone customer service. Dedicated personnel answer and experienced engineers provide guidance services.

2.2Provide a senior after-sales engineer phone number that can be contacted 24 hours a day. In case of emergency, we can ensure quick response and arrive on site for investigation, testing, and problem solving in the shortest possible time.

2.3In case of special tasks, ensure that the after-sales engineer is present, on standby during the inspection process, and ready to respond and handle any temporary equipment issues that arise.

2.4Ensure that the annual operating rate is ≥ 95% (calculated based on 365 days). If the number of days is not reached, the warranty period will be extended in a ratio of 1:2.

3.Maintenance and inspection services

3.1Provide regular inspection services no less than 4 times a year, inquire about the operation status of equipment, prepare and inspect core vulnerable parts regularly to ensure timely response in case of emergencies.

3.2Provide regular maintenance services no less than 4 times per year.

3.3Provide regular quality control services no less than once a year.

4.Accessories supply

4.1The manufacturer has a parts warehouse in China.

4.2From the date of equipment acceptance, it has a minimum of 10 years of maintenance and spare parts after-sales service supply capability.

Reagent Quality Assurance


1.Provide products that meet national standards and attach product certificates and factory inspection reports for the batch number.

2.The packaging, labels, instructions, etc. of the product comply with the relevant laws and regulations of the country and the requirements for storage and transportation.

3.The transportation method of the product meets the quality requirements of the product. Transporting refrigerated products meets the requirements of medical device cold chain management.

4.Provide debugging and maintenance services, technical training services, or technical support from designated institutions.

Value added service cooperation

1.Instrument relocation service

For instrument relocation, the services provided include relocation guidance, reinstallation and debugging, etc. Shanghai Ruikang Biotechnology shall not be held responsible for any damages caused by faults that existed before the relocation of the instrument, damage to vulnerable components during disassembly, performance degradation and damage caused by instrument aging, or damage caused by improper handling by customers who did not follow instructions. Customers should provide a written inspection report to Shanghai Ruikang Biotechnology before relocating the instruments. If there is a malfunction in the relocated instrument and maintenance is required, the customer should pay additional maintenance fees. The packaging and transportation of the instrument are the responsibility of the customer.

2.Instrument upgrade service

The instrument that needs to be upgraded should be in normal working condition. If the instrument is out of warranty and there is a fault that needs to be repaired before the upgrade, the customer needs to pay additional maintenance fees. If there are spare parts that need to be replaced, they can only be replaced after the customer signs and confirms and pays additional fees.

3.On site installation training

When installing and debugging instruments, service engineers are responsible for providing on-site operation training to ensure that user operators can use the instruments normally.

4.Standard Method Support Plan

The application laboratory is willing to cooperate with various users to participate in the establishment and validation of various standard methods; For the development of important standard methods, the company can provide corresponding instrument equipment/consumables support.

5.Collaborative Literature Publication Plan

Strong technical capabilities and reserves, willing to share achievements with users. We are willing to collaborate with users to assist or jointly publish research literature.

6.Co construction of central laboratories in regional and above hospitals

Provide internationally advanced automated laboratory assembly lines. Provide advanced laboratory management system to achieve mobile and self-service management of inspection data. Provide a complete collection plan for laboratory specimens in communities and small and medium-sized hospitals. Provide a regional inspection data management system to achieve mutual recognition of inspection results within the same city. Provide technical support from a first-class team of inspection experts in project implementation, scientific research projects, and other aspects. Provide opportunities for training, learning, and communication in relevant departments and well-known laboratories of renowned hospitals both domestically and internationally. Provide assistance in obtaining ISO or CAP certification for hospital laboratories.