HPLC GC Mass Spectrometer Spec Service and Servicing UK and Europe from Jaytee Biosciences Ltd


1. HPLC & GC Service	Just arrived - click here for main page

	Our services allow our customers to achieve full compliance. Jaytee's pride in quality of service, and the belief that the customer comes first ensures that you achieve the right level of cover. Because we offer a wide range of HPLC and GC servicing plans that are tailored to meet your specific requirements, you benefit from our flexibility - we do not lock you into restrictive "service plans". In addition, you receive preferential response times, a discounted Call Day rate (forget the ambiguous hourly rates) and receive full technical support at all times (business hours).

Engineer Training
All our engineers and technicians are trained to the highest standards in line with our externally audited quality system. Engineers' training records are available to all our customers on request.

Guaranteed Workmanship
All workmanship carried out by a Jaytee engineer or technician is guaranteed for a minimum of one month from the initial repair.

Negotiable Contracts
We pride ourselves on the flexibility we incorporate into our products. Jaytee appreciate that every client has different needs and that every combination of systems requires specific levels of service. To that end, we can include Call Days or Parts Inclusive Contracts to your needs - flexible, negotiable and specific.

Benefits of our Fixed Call Day Fee
	Transparency

	Easy to budget for

	No post maintenance disputes

Simplified Call Rates
We have recognised that all too often call out charges are ambiguous – motorway parking is not viewed as value for money! Over the years, our customers have expressed frustration at paying blind fees for call outs. As a solution, and to make your justification for a maintenance agreement as simple as possilbe, we have come up with the fixed Call Day Fee. A pre-negotiated fee covers the engineer travel and labour costs for a single callout day.

Service Management
Our Service Management and Customer Relations Management database enables us to manage you and your inventory. Our processes are pro-actively driven, and allow us to pre-empt and manage your servicing requirements.

Reporting
Our bespoke Service Management software more than meets the demands of both Jaytee’s and our Customer’s requirements. Our flexible approach means that you can request bespoke reports or alternatively access the information on-line via a secure logon to our website.

Manage Your Inventory
Specify what you want to see in your reports! History reports can be instrument, system or location specific detailing not only fault/solution but can also include costs reliability/downtime analysis in real time.

Telephone Helpline
We have a dedicated staff available to answer all your technical queries. This resource is available for everyone, not just customers with maintenance agreements.

Workshop Facilities
Jaytee have extensive workshop facilities that allow us to undertake repairs, rebuilds or upgrades on your HPLC or GC equipment. This service is available to contract and non-contract customers alike (a refundable assessment fee is normally applied to non-contract customers). Custom metal cases are also available for the safe transit of your instrument/s.

Loan Instruments
We can supply loan instruments for a wide range of HPLC and GC equipment. This service is offered to ensure minimum down time should an instrument need to come back to our workshop.

Which Manufacturers?
Jaytee cover most HPLC and GC manufacturers so why not test our expertise? We hold a vast technical library on the following and more:

Agilent / HP
Gilson
Jasco
Kontron
Merck - Hitachi
Perkin Elmer
Shimadzu
Thermo Group
Varian
Waters

2. Service With Calibration

Combining Service With Calibration
Jaytee Gold Agreements are the ideal way to cover both your maintenance and calibration requirements in one complete package. The Gold Maintenance Agreement has been designed to give you, the Laboratory Manager or Compliance Officer, a product that can totally address your HPLC, GC and Spectrophotometer maintenance and validation plans.

Testing Procedures and Documentation
We take all the stress away from you by providing tested procedures for both maintenance and calibration that can be used stand alone, or incorporated into your own documentation system. Jaytee provide hard copies of all the service and calibration results to our customers. These results can be archived by the customer in any way that they require.

Compliance
Our packages are designed to comply with the industry guidelines layed down by EP and USP. This includes mobile phase, column, standards (controlled, prepared and tested at our premises) and fully validated certificates.

On-site Agreements
Jaytee are the innovators of on-site maintenance agreements to the larger corporate customer. Jaytee are able to provide dedicated engineers, from 1 to 5 days a week, throughout the year. Even if your portfoliio is made up of 20 systems, our on-site agreements prove cost effective.

A Plan for YOU
All plans that are offered by Jaytee Biosciences are devised to give you the customer the widest range of options. If however our standard plans are not exactly what you require, we are happy to discuss ways that enable us to fulfill your requirements.

Cost Savings are only Part of the Story
Being the UK's premier third party HPLC & GC maintenance and calibration provider, our combined maintenance and calibration solutions are the cost effective answer to your total instrument compliance requirements.

Calibration Engineers
Jaytee's calibration engineers are highly trained in all aspects of calibration from actually performing the calibration procedures to document control and buddy checking. All our engineers have completed specific training courses, and have individual training records.

Calibration Standards
All calibration standards used in our procedures are fully batch controlled and traceable. All Jaytee's calibrants are stored in a controlled environment and have strict expiry control.

3. Calibration

In response to market trends, Jaytee have developed a series of procedures for any laboratory that has a requirement for instrument calibration or performance qualification (PQ).

At Jaytee we are aware of the vast array of different levels and criteria tested by PQ and have adopted a unique system to ensure that all labs can meet with confidence, the criteria required by the various regulatory bodies.

Calibration versus PQ
Jaytee have evolved a complete system of instrument calibration. Our methods differ in some ways from our competitors and offer the customer a much more comprehensive service.

No more problems of deciding what to do if your instruments initially fail calibration: Jaytee offer calibration in preference to PQ. Our service ensures your instrument compliance since we can repair and recalibrate your instruments if at first they fail the calibration process.

Four stages for Compliance
Jaytee's approach to calibration is divided into four stages. These stages allow you to achieve your goals without the need to set up your own elaborate systems and procedures.

Stage One - Consultation
Deciding your calibration strategy and the tests that you require.

Stage Two - Adaptation
Forming a set of procedures from the information gained from the consultation stage.

Stage Three - Implementation
Using the unique combination of procudures to generate the required documentation and start the calibration process.

Stage Four - Review
At regular intervals we review the calibration procedures with our customers to ensure that the methods are updated to the latest specifications.

The Agreement


	Consultation stage is free of charge

	Analyse current checks that are performed

	Calibration schedules are drawn up, along with testing agreement

	Quotation provided for calibration agreement

	Quote accepted

	Adapt and implement the "Four stages for Compliance"

This whole process is designed to reduce the cost burden of implementing successful calibration. Our aim is to provide quality calibration procedures at a competitive price.

The need for documentation
Jaytee are very aware that the quality of all documentation, from procedures to certificates and raw data forms, must be of the highest standards. We ensure that all documentation is controlled and signed off at the time of the calibration. Calibration data is completed on-site, allowing immediate certification of your equipment, keeping instrument down time to an absolute minimum.

Calibration Certificates
The calibration certificates that we provide our customers are very simple but comprehensive documents that are based on validated spreadsheets. Our certificates are customer specific, but are based on a collection of standard certificates linked together.

Full Data Audit Trail
Supplied with the calibration certificates is a collection of completed standard forms that are used to record the results. Also included is the original raw data which is labelled and filed with the calibration certificates.

Data Checking
With the large amounts of data being processed and the inevitable problems with transcription errors, Jaytee always include a "Buddy Check" system. This system ensures that all data is checked and verified at least two independent times to avoid any errors.

Calibration Equipment
Jaytee have a large range of accurate calibration equipment. All our equipment is fully controlled and regularly calibrated by accredited laboratories.

4. Maintenance Agreements

Maintenance Agreement Policy Worldwide in HPLC and GC

Jaytee offer four types of Preventative Maintenance Agreement - Bronze, Silver, Gold and Platinum.

With over 20 years of experience we are well aware of the variants and are happy to include any Special Conditions. Please do not hesitate to contact us with your specific requirements.

Call Out Only Agreement
A one off fee entitles you to preferential call rates, but does not include a Preventative Maintenance visit. The benefit of a call out only agreement is our discounted breakdown Call Day Fee.

NOT the right package?
If you wish to discuss alternatives, such as 'Parts/Labour' inclusive options, then please do not hesitate to contact us.

Our 'Bronze' maintenance agreement offers a scaled down preventative maintenance visit which includes:


	Travel and labour on the preventative maintenance visit

	Discounted breakdown call fee

	Optional parts inclusive maintenance package

	Optional breakdown calls inclusive package (Plus)

Our 'Silver' maintenance agreement includes all the benefits and options of ‘Bronze’ but with the addition of:


	Enhanced Preventative Maintenance procedures

	Post maintenance system tests

	Optional system test certificate/s available for an additional fee

	Inventory reporting and management

Our 'Gold' maintenance agreement is built on the benefits of 'Bronze' and 'Silver' and is primarily designed for companies requiring compliance/traceability: Calibration tailored to meet your GMP & regulatory requirements.

Our calibration package includes consultation, document preparation and implementation to strict company procedures.

Our 'Platinum' maintenance agreement involves an on-site presence for a pre-determined number of days per week. This package is normally only viable for customers with more than 30 systems and generally encompasses 'Gold' PM & Calibration with immediate callout cover.

5. Servicing Frequently Asked Questions

Q. Can I have the Service Agreement that I want?
A. Yes! All too often we here of customers getting roped into extras that they didn’t want or not getting exactly what they expected.

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 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. 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. The fact that we have received a 100% pass from one of our customers proves 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 Whitstable premises. These standards are tested on our own equipment, which is maintained in exactly the same manner as a normal service agreement. With a regime such as this, we 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 believe 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 showing costs and downtime (from call to fix) simplifying your decision or justification.

Jaytee Biosciences Ltd
171 -173 John Wilson Business Park
Whitstable, Kent CT5 3RB UK

Tel: +44 (0)1227 265333
Fax +44 (0)1227 265331

email:sales@jaytee.com

1. HPLC & GC Service

2. Service With Calibration

3. Calibration

4. Maintenance Agreements

5. Servicing Frequently Asked Questions