On the 1st October 2024, Synoptics will be changing its support policy. By implementing this policy, Synoptics aims to provide structured and transparent support to its customers, ensuring efficient and effective resolution of technical issues.
The key change this policy introduces is a small charge for advanced support (specifically to Synbiosis and Syngene equipment only). The policy remains that products within our standard 2-year warranty are supported at no charge. Any equipment out of warranty will be supported as per usual, but advanced support such as remote access, return to the factory, or site visits will incur a charge depending on the work required and the age of the machine.
For full details, please review the policy update.
FAQ’s
Will my tickets opened before 1st October 2024 be charged?
No, any tickets raised before 1st October 2024 will be completed following the original support policy.
Will I be charged for raising a ticket after 1st October 2024?
No, all tickets will be processed for free, as per usual. If extra steps are required that are more involved, such as a remote support call, receiving a machine back to upgrade or a member of the support team visiting your site, this will be charged.
What are the charges from 1st October 2024?
If more support is required on a machine that is out of warranty and not under a service contract, a charge will be required before support continues.
Depending on the age of the machine, the charge will be different:
- Post warranty and up to 10 years old = £250 per issue, per machine
- Post 10 years = £950 per issue, per machine
How are systems covered by a service contract affected by this new policy from 1st October 2024?
If a service contract is out on a machine, quote the contract number on any tickets raised on this machine, and no fee will be applied. If you have the gold package, it will also cover the cost of any new parts needed.
What are some examples of ‘further support’ charged from 1st October 2024?
Some examples of when a charge will be applied are:
- Remote support calls
- Return of equipment to the site to be investigated
- A member of the support team coming out to your site
Will I have to pay for multiple support calls from 1st October 2024?
No, each charge applies to one machine for one issue.
If three support calls are required to diagnose the issue, this is covered in the one charge.
If two different issues are raised or two different machines need support, the fee will be charged twice.
