Last revised: October 5, 2020
AMETEK MOCON Service Contract Descriptions & Terms – USA Only
MOCON offers a range of service options to our customers in the USA that can be selected by instrument and combined to create custom solutions. From annual service contracts to urgent repair service either in the field or at the MOCON factory our goal is to offer the timely and cost-effective option for your needs.
Annual Service Contract Options:
MOCON Factory Plans
The MOCON Factory Plans includes annual maintenance of a customer’s instrument/s that are sent back to the AMETEK MOCON factory. Instruments on this plan qualify for a Guaranteed Service Time to provide customers predictable maintenance time.
- MOCON Factory Basic Plan
AMETEK MOCON will clean the instrument, install annual wear kit, calibrate the appropriate sensors, verify the overall instrument operation, and provide a certificate of compliance (OXTRAN 2/21 T will receive a certificate of calibration). As a courtesy, MOCON will review available service records for each instrument and quote the replacement sensor according to the recommended interval as a preventative measure to reduce downtime.
- MOCON Factory Plus Plan
AMETEK MOCON will clean the instrument, install annual wear kit, install MOCON service kits on a 4-year rotating predictive preventative maintenance plan, calibrate the appropriate sensors, verify overall instrument operation and provide a certificate of compliance (OXTRAN 2/21 T will receive a certificate of calibration). MOCON Service kits installed as part of the preventive maintenance Plus plan are discounted as described below in “MOCON Service Kit Discounts”. Parts installed for repair or as preventive maintenance are covered by a 4-year pro-rated warranty as detailed below.
All incoming and return shipping charges are covered and paid for by the customer. Shipping times are not part of AMETEK MOCON’s guaranteed service times. To receive the guaranteed service times the service must be scheduled in advance with AMETEK MOCON Scheduling at servicescheduling.ametekmocon@ametek.com.
If during the annual maintenance, it is determined that a repair is needed the guarantee service time is adjusted as detailed in the “Guaranteed Service Time” section below. Repairs will utilize MOCON Service Kits where available. Single part repair is available but single parts are sold at list price (compared to kits discounts) and may have higher labor charges than installing a MOCON service kit due to increased diagnostic and verification time.
Field Service Plans
The Field Service Plans includes an AMETEK MOCON technician traveling to a customer installation to perform annual maintenance and certification of instrument/s on the contract. Multiple visit per year are available. Days on site per visit are based on AMETEK MOCON’s pre-determined technician’s capacity guide and level of service contracted. Plan levels can very between instruments at a customer site in a mix and match fashion to provide a best solution for each situation.
- Field Service Basic Plan
AMETEK MOCON will clean the instrument, install annual wear kit, calibrate the auxiliary sensors, verify overall instrument operation, and provide a certificate of compliance for 1 visit per year (OXTRAN 2/21 T will receive a certificate of calibration).
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Field Service Plus Plan
AMETEK MOCON will clean the instrument, install annual wear kit, calibrate the auxiliary sensors, verify overall instrument operation, and provide a certificate of compliance for 1 visit per year (OXTRAN 2/21 T will receive a certificate of calibration) and install MOCON service kits on a 4-year rotating predictive preventative maintenance plan. MOCON Service kits installed as part of the preventive maintenance Plus plan are discounted as described below in “MOCON Service Kit Discounts”. Parts installed for repair or as preventive maintenance are covered by a 4-year pro-rated warranty as detailed below.
Annual Field Service visits require a 4-8-weeks advanced notice to schedule. If additional visits are purchased within a year, the instruments that received previous certification for that year will be cleaned, the auxiliary sensors calibrated, and the overall instrument operation will be verified. If instruments were not certified on the first visit, they may be certified on the additional visits.
If during the annual maintenance visit it is determined that a repair is needed on an instrument, AMETEK MOCON cannot guarantee the technician will have time to completely address the repair while on site (unscheduled repairs). To expedite the repair, AMETEK MOCON utilizes MOCON Service kits with the goal to complete the repair while on-site. MOCON Service kits are available to be purchased and used for repair or preventative replacement for parts nearing the end of their usable life as preventative maintenance. Each MOCON Service kit has a pre-determined labor time to install which allows installation to be scheduled in advance. Service kits not purchased ahead of time will be not qualify for a discount. AMETEK MOCON’s technicians generally try to carry many of the common service kits to help address unscheduled repairs while on site.
However, if the instrument cannot be repaired while the technician is on site the customer has several options:
- Ship the instrument to the MOCON factory for repair and recalibration,
- Wait until the next service visit with advanced notice of the repair or
- Schedule a follow-up repair visit.
In all cases, additional time will be required for the repair. Repairs using single parts will not be performed during Field Service preventative maintenance visits.
MOCON Service kits installed on instruments that are on an annual service plan during service visits are covered by a 4-Year Pro-Rated Warranty (as defined below in section “4-year warranty on service kits”). The analyzers must remain on an annual service contract to retain the warranty for the 4 years. Any lapse in contract will void the warranty.
New Analyzer Extended Part Warranty
Starting in 2020, new Next Generation analyzers purchased, installed by AMETEK MOCON and maintained on annual service contract with any of the above plans qualify for a 4-Year Pro-Rated extended part warranty for 4 years following the purchase (as defined below in section “4-year warranty on service kits”). The warranty covers all parts that are included in the normal predictive preventative maintenance kit schedule. The analyzer must remain on an annual service contract to retain the warranty. Any lapse in contract will void the 4-year extended warranty.
Dedicated Technician
The customer will have a dedicated AMETEK MOCON service technician to contact for their service-related questions and issues. They will have direct access via email, mobile phone, and texting with a guaranteed 6-hour response time during normal business hours. Normal business hours are Monday through Friday 8:00AM to 5:00PM US Central time. Exceptions to the guaranteed response time are unavailability if the technician is not working for reasons such as vacation, sick, or the like. In such events, the AMETEK MOCON technician will post an out of office message for emails and will give customer prior notice to pre-planned absences where possible. The dedicated technician will also perform the annual Field Service visit or AMETEK MOCON Factory service. 4-week notice is required when sending a unit in for service to guarantee the dedicated technician will be able to conduct the annual service. The standard 4-8-week scheduling time for the Field Service visit is adequate notice for a field service trip. If adequate notice is not given, then other technicians may perform the annual service. If an instrument needs repair AMETEK MOCON cannot guarantee that the dedicated technician will perform all work on the instrument/s without receiving adequate notice. AMETEK MOCON will make a best effort attempt for the dedicated technician to perform all work on customer instruments but cannot guarantee it.
Pre-purchased Repair Visits
A 2-day on-site repair visit by an Ametek MOCON technician can be pre-purchased as a precaution to save time and billing issues when a repair is needed between regular maintenance visits. Pre-purchased repair visits include all related travel costs and labor hours. They can be purchased as either a standard repair visit or a rapid repair visits based on the lead time desired. A Standard Repair visit has an expected scheduling time of 4-8 weeks. A rapid repair visit will be within 2 weeks. These are offered to be purchased in conjunction with an annual maintenance contract at a 20% discounted price. This discount is only available if visits are purchased with an annual service contract ahead of time. If not used within the contract year, the pre-purchased visit/s will roll over for one year. If an annual service contract is not renewed, then the pre-purchased rolled over visit expires. If the customer purchases another visit the roll over visit can be used first and the new visit could roll over to the next year. The visits are non-transferable.
Terms:
Guaranteed Service Times for MOCON Factory Service
Guaranteed service times for MOCON Factory service apply for instruments on a current annual service contract. These guaranteed turnaround times apply from receipt of the qualifying instrument on the AMETEK MOCON receiving dock through the service or repair but exclude any delays related to customer’s payment or agreement to pay the invoice/bill. AMETEK MOCON may send the instrument back to the customer before the guaranteed service times and the guarantee will be considered met.
5 Guaranteed Service Time Categories:
- AMETEK MOCON Factory Basic Plan without a repair
Guaranteed to be completed in 5 days after receipt. The instrument will return ship within 1 business day of job completion.
- AMETEK MOCON Factory Plus Plan without a repair
Guaranteed to be completed in 8 days of receipt. The additional 3 days is for AMETEK MOCON Preventative Maintenance kit installation. After the 8 days with the instrument at AMETEK MOCON it will return ship within 1 business day of job completion.
- AMETEK MOCON Factory Basic Plan that requires a repair
In addition to the certification if a repair is needed the guaranteed completion is 15 days after receipt as long as the repair can be made with a MOCON service kit. Repairs requiring parts that are not included in a MOCON Service kit do not qualify for the guarantee. If any single parts are used to repair the instrument the guarantee is not valid. AMETEK MOCON will issue a quote within the time frame for customer approval. After the 15 days with the instrument at AMETEK MOCON it will return ship within 1 business day of customer payment or agreement to pay.
- AMETEK MOCON Factory Plus Plan that requires a repair
In addition to the certification and preventative maintenance kit installation if a repair is needed the guaranteed completion is 18 days after receipt as long as the repair can be made with a MOCON service kit. Repairs requiring parts that are not included in a MOCON Service kit do not qualify for the guarantee. If any single parts are used to repair the instrument the guarantee is not valid. AMETEK MOCON will issue a quote within the time frame for customer approval. After the 15 days with the instrument at AMETEK MOCON it will return ship within 1 business day of customer payment or agreement to pay.
- AMETEK MOCON Factory Repair
If an instrument is returned to the AMETEK MOCON factory for a repair with pre-authorization, the repair is guaranteed to be completed in 15 days of receipt. All repairs must be completed with MOCON kits or the guarantee is void. If any single parts are used to repair the instrument the guarantee is void. AMETEK MOCON will issue a quote within the time frame for customer approval. After the 15 days with the instrument at AMETEK MOCON it will return ship within 1 business day of customer payment or agreement to pay.
To receive the guaranteed service times the service must be scheduled in advance with AMETEK MOCON Scheduling at servicescheduling.mocon@ametek.com.
Guarantee
If AMETEK MOCON does not return ship the instrument after the guaranteed service time plus 1 business day after customer payment or agreement to pay, AMETEK MOCON will give a 10% credit for Next Gen Analyzers listed below and 5% credit for Legacy Instruments per day late with a cap at 100%. Credit is valid towards the invoiced amount of the AMETEK MOCON parts kit used in the repair or the price of the AMETEK MOCON Factory Service Contract for that instrument.
Next Gen analyzers that qualify are the OXTRAN 2/12 series, 2/22 series, 2/28, PERMATRAN-W 3/34 series, and AQUATRAN 3/38. All other AMETEK MOCON permeation instruments are considered Legacy instruments.
Due to the calibration time and complexity, the guaranteed service time excludes these models: AQUATRAN 1, 2 & 3, OX-TRAN 2/21 & 2/22 10X models, OX-TRAN 2/40 models and PERMATRAN-W 101K.
Payments
Customer payment options are payment with a credit card, payment with a PO; or signing an agreement to pay in the future and sending an email confirmation of such with PDF documenting such written agreement to AMETEK MOCON. AMETEK MOCON is not responsible for customer not receiving the email confirmation due to network or firewall issues. The customer may also issue a blank PO ahead of time to insure there is no delay in returning the instrument. In the case of the annual AMETEK MOCON Certification the service is prepaid and therefore would not require additional payment unless there is additional repair required.
4-Year Warranty on Service Kits
As described in certain service plans and repairs, a 4-year pro-rated warranty applies to the parts in MOCON service kits. The customer must have the instrument on an annual maintenance plan to qualify for the Warranty. Customer must continue to renew the instrument on contract each year to keep the 4-year warranty in effect. If the customer does not renew the contract in the 4-year window the warranty will expire at the end date of the contract. If there is a lapse in contracts or the instrument goes out of certification the 4-year warranty expires. The parts kit must have been installed by an AMETEK MOCON certified technician for the 4-Year Pro-rated Warranty to be effective. The warranty applies to the parts in all MOCON service kits that have 4 years of expected life (see list below). Kits installed proactively before the 4-year warranty period do not qualify for a discount.
The warranty does not apply to the annual wear kits, PCB kits, Evaporators for the PERMATRAN-W 101K, all AQUATRAN 1, 2 & 3 sensors, and Pressure regulator kit for the OXTRAN 2/10, Sensor kits for the OXTRAN 1/50, 2/10, 2/21T and 2/12.
The 4 Year Pro-rated Warranty, as defined, is prorated so percent covered depends on how long the parts in the kit remained functional from the installation date. For example, if the AMETEK MOCON parts kit lasted less than 1 year the customer gets 100% towards the new parts. If the parts kit lasted more than 1 year but did not last 2 years, the customer would get 75% towards the new parts. If the parts kit lasted more than 2 years but did not last 3 years, the customer would get 50% towards the new parts. If the parts kit lasted more than 3 years but did not last 4 years, the customer would get 25% towards the new parts. The 4 Year Pro-rated Warranty does not include installation and labor charges and solely applies toward the price of the replacement parts or kit. It is up to the service technician’s discretion to replace a single part or the entire kit and for warranty work. It will also be up to the service technician’s discretion to adjust the annual kit rotation if parts or a kit were used for warranty work. Parts and kits replaced for warranty purposes will receive the rest of the warranty for the original kit installed and will not get a new 4-year warranty. If a MOCON Service kit is used as a repair, it will also receive the 4 Year Pro-rated Warranties but to get back on 4-year rotating schedule may be replaced in a shorter time frame on the preventive maintenance schedule.
NIST Traceable Certification or Reference Film
NIST traceable certification or reference film are included on all annual service contracts for every instrument type included in the contract. The film type is pre-selected by AMETEK MOCON be used to properly verify instrument operation and troubleshoot issues. Some instrument models utilize the same film type, in that case only 1 film of that type is included for multiple models.
Standard Field Repair Visit
The expected scheduling time will be 4-8 weeks for Standard Repairs. The trip may be paired with another customer trip to keep costs down and the savings passed on to the customer. A standard repair will have a duration of 2 business days and will not be extended unless the technician is available, they approve the extended stay, and the customer pays or agrees to pay the additional day fee.
Rapid Field Repair Visit
The expected response time for a technician to be at the customer from when AMETEK MOCON receives a PO or, if prepaid receives a request, will be 2 weeks for Rapid Repairs. This is not a guaranteed time but rather is the target time for when AMETEK MOCON should be able to respond. If AMETEK MOCON cannot get a technician on site within the target time the customer will have the option to get a standard repair or wait the extra time for their rapid repair. The only anticipated case of not being able to perform a rapid repair within the target response time is that the designated technician for rapid repairs is on another rapid repair and no one else is available. There is a different price for standard and rapid repairs. A rapid repair will have a duration of 2 business days and will not be extended unless the technician is available, they approve the extended stay, and the customer pays or agrees to pay the additional day fee.
MOCON Service Kit Discounts
List prices of all MOCON Service Kits are 15% less than the list price of the parts included in each kit. Customers with annual service contracts are eligible for discounts on MOCON Service kits. Service kits included in annual Plus Plan rotation are priced at 20% discount from the kit list price. Additional service kits quoted and purchased before a field service visit are eligible for a 10% discount from list price. Service kits supplied by AMETEK MOCON service technicians during a repair do not qualify for a discount.
AMETEK MOCON Lab Testing Discounts
Customers with any annual service plan are eligible for a discount on lab testing. The level of discount varies based on the service plan level. Basic plan is eligible for a 10% discount on lab testing. Customers with more than 50% of their instruments on a Plus plan are eligible for a 10% discount and waiving of the expedite fee on lab testing.
Customer Training Discounts
Customers with any annual service plan are eligible for a discount on Instrument Operation or Advanced Application training. Instrument Operation training can occur while a technician is on site for the annual visit but must be scheduled ahead of time. Advanced application training is quoted as a separate trip and will be performed by AMETEK MOCON lab personnel. The level of discount varies based on the service plan level. Basic plan is eligible for a 10% discount. Customers with more than 50% of their instruments on a Plus plan are eligible for a 20% discount on any training.
MOCON Service Kits
MOCON service kits are a grouping of parts in an area of the instrument that wear similarly and are commonly replaced at the same time to insure reliability of the repair. The groupings aid in the efficiency of the repair requiring less time than separate part replacements. These service part kits have been designed by AMETEK MOCON and our distributors based on years of experience and historical data on useful life of the parts. The kits can be used for repair or preventative maintenance. The parts kits are not to be broken down or have single parts removed to be used on more than one instrument, this will void any warranty. AMETEK MOCON technicians will only install complete kits, no individual parts without approval. A complete list and annual rotating schedule of the kits is available upon request.
Responsibilities and Conditions
The customer is responsible for annually renewing the service contract to maintain warranties, guarantees, discounts, and all benefits of being on a plan. No single part repair during scheduled certification, preventative maintenance, or enhanced care visits at a Field Service. AMETEK MOCON parts kits will be the only repair performed during the annual scheduled visits. If single part repair is needed, either return the instrument to AMETEK MOCON Factory or get a standard or rapid repair visit. Single parts will not receive any discount while the AMETEK MOCON kits will be eligible for multiple discounts and lower labor charges. AMETEK MOCON is not responsible for customer misuse, unsuitable gas and power supply, environment, or non-AMETEK MOCON trained technicians attempting to performing repairs of the instruments and analyzers. If any of these occur all AMETEK MOCON warranties are void.
AMETEK MOCON’s Annual Service Contracts, as defined herein, and acceptance of purchase orders are expressly subject to acceptance solely on AMETEK MOCON’ terms and conditions of sale which are set forth in their entirety at: https://www.ametekmocon.com/aboutus/legal/termsandconditions (the “Terms”).
AMETEK MOCON Annual Service Contract, as used herein, is defined to mean a document or communication, including email or other electronic communication, which communicates a price for a Product (as defined below). AMETEK MOCON agrees to sell to Customer, and Customer agrees to purchase, the system(s) ("System"), System parts ("Parts"), instrument (“Instruments"), services (“Services”) and/or other options and accessories (collectively, the "Products") and/or Services (all as defined in the Terms) that are set forth in any AMETEK MOCON Annual Service Contract, purchase order or any other written purchase agreement tendered to AMETEK MOCON (each a "AMETEK MOCON Annual Service Contract or Purchase Order"), any and all of which shall be solely governed by the Terms of sale set forth at https://www.ametekmocon.com/aboutus/legal/termsandconditions, notwithstanding any conflicting or additional provisions in any Purchase Order or other Customer communication. No purported waiver or other modification of these Terms will be effective unless, and only to the extent, specified by an express waiver or modification signed by an executive officer of AMETEK MOCON. All other proposed modifications or waivers (whether whole or partial) of these Terms are hereby objected to and rejected in all respects. The provisions of such referenced Terms shall have the same force and effect as though set forth herein in their entirety.
These Terms: (i) constitute the entire agreement and understanding between the parties regarding the terms of each Product sale or sale of Services, and supersede all prior and contemporaneous representations, promises, statements, agreements and understandings, written or oral, regarding the subject matter hereof; and (ii) may only be modified and/or waived by a written agreement executed by both parties. Notwithstanding the foregoing, these Terms may be modified by AMETEK MOCON from time to time and in its discretion, by delivery of replacement Terms to Customer, and by posting such then current terms. Notwithstanding the above, in the event of a conflict in the Terms and the terms of a AMETEK MOCON Annual Service Contract, the terms in the AMETEK MOCON Annual Service Contract shall take precedence and supersede those conflicting terms in the Terms, solely with respect to the subject matter of the terms of the AMETEK MOCON Annual Service Contract.