Q.  Can
I have the Service Agreement that I want?
A.
Yes! All too often we hear of customers getting
roped into extras that they didn’t want, or
that they have not received exactly what they expected.
At Jaytee, we aim to give you the level of service
that you require. The service agreement
levels should be viewed as a starting point only
which can then be tailored to your requirements.
Q. Do your Service Agreements
include Parts and Breakdowns?
A. Our Service
Agreements are designed to build from the basics
upwards. The Bronze,
Silver
and Gold
Agreements include 1 or more PM visits and a discounted
Call Out fee. YOU specify inclusions, e.g. whether
you want PM parts, All parts, some Call Outs or
All Call Outs included.
Q. Will you supply complete PM kits, or can
I specify which parts are fitted?
A. Preventative Maintenance parts
are supplied to our engineers based on a percentage
probability of usage.
At the quotation stage, we can provide you with
a document showing the PM parts for each instrument,
there probability of usage and ultimately the estimated
cost per instrument.
Our Service Management software allows us to capture
any of your specific requirements as well. For example,
some customers prefer to change their own lamps.
Q. Do I have to contact you in order to arrange
my Preventative Maintenance visit?
A. No. All you have to do is tell
us in which month(s) you will require the PM visit
when you place the order for your service agreement.
We will contact you between 4 and 6 weeks before
the PM month to arrange a mutually convenient time
for the visit to happen.
Q. Do you carry out
one off workshop repairs for HPLC and GCs from Agilent,
Waters etc?
A. Yes. We will happily provide
a pre-inspection of your instruments(s). On approval,
we will fix the issue and ship back - full
details here >>.
Q. My current supplier charges travel time
by the hour so I never know how much a Call Out
is going to cost until the engineer has arrived.
A. You need to know accurately how
much an engineer call out is going to cost, so that
you can justify the call!
At Jaytee we offer a fixed Call Day charge which
INCLUDES TRAVEL and LABOUR for 1 day of an engineers
time. Save money by getting 2 instruments repaired
on the same day (still deemed as 1 Call Day).
Q. For compliance reasons I need to audit
my service provider.
A. At Jaytee we welcome customer
audits. We have received a 100% pass from our clients,
demonstrating that we are a quality driven company
focussed very much on compliance within our market
sector.
Q. How do you know that the standards that
you provide for calibration are compliant?
A. We manufacture our own standards
within our laboratory at our facility in Kent, UK.
These standards are tested on our own equipment,
which is maintained in exactly the same manner as
a normal service agreement. Such a regime ensures
that we always maintain control and traceability
throughout.
Q. I like to have the same engineer because
he knows my instrument history.
A. Although we actively encourage
our engineers to build good customer relationships,
we are also well aware that response time can be
critical. Flexibility with knowledge is the key
- we achieve this by keeping our engineers informed
via highly informative documentation and continual
dialogue.
Q. I would like to know at a glance my instrument
reliability, and I want to make the right decision
when replacing systems.
A. We are often asked this question
because reliability is often perceived rather than
proven. Jaytee can provide customised instrument
/ system / location History Reports
demonstrating costs and downtime (from call to fix),
thus simplifying your decision or justification.
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