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.

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.

Q. What advantages are there to having a service contract?

A.

A maintenace contract does more than provide a method of paying in advance for preventative maintenance. It provides peace of mind.

Q. Is technical support available?

A.

Yes. Having a contract automatically entitles the user to comprehensive technical support, both by e-mail and telephone.

Q. Are there a range of contract options?

A.

Yes. You can choose from a PM only, a PM with some emergency time or a PM with unlimited time and parts. We also offer PQ/validation as an add-on.

In addition, we also tailor packages to meet individual requirements.

Q. Do you cover the whole of the UK?

A.

Yes, we provide service cover for instruments anywhere in the European Union. Jaytee also supply instruments and parts worldwide.

Q. Can I have more than one instrument on contract and share some emergency time amongst instruments?

A.

Absolutely.

Q. What documentation do I receive regarding work carried out?

A.

All Jaytee service and PM work has full documentation, with checklists and service report left with the customer. For “Service Plus” Agreements, a full validated documentation pack is provided.

Q. Why should I have my Mass Spec maintained?

A.

Mass Spectrometers being very intricate instruments need regular service to keep them performing to their published specifications. PM visits ensure that the instruments are regularly inspected and tuned to avoid expensive repairs and instrument down-time. Since instruments need maintenance during the year, having a PM visit ensures that all consumables are replaced at one time minimising any risk of unnecessary breakdowns.

Q. I like to have the same engineer to build a good working relationship.

A.

Where possible, Jaytee will ensure that the same engineer continues to provide maintenance continuity.

Q. Can Jaytee provide a total solution package for the MS and LC or GC components?

A.

Yes. Jaytee is one of the few companies who provide such solutions for research grade LC-MS or GC-MS systems. Jaytee can cover your LC, GC and MS equipment without sub-contract.

Q. What does SOLARIS[PRO] actually do?

A.

SOLARIS[PRO] disinfects eluents by killing existing germs and preventing their resettlement in the storage bottle. The UV radiation emitted by the device, with a wavelength of 253.6 nm, destroys the DNA of viruses, bacteria and algae.

Q. How efficient is the device?

A.

It kills 99.99% of unwanted species.

Q. Why do you recommend keeping the light source powered all the time?

A.

Disinfection is structured in 2 phases. After mounting the device, it kills all germs in a fresh bottle to reach a zero germ level. In the second phase, subsequent species from sucked-in air are effectively killed, which maintains a zero level.

Q. How is this efficiency achieved with such a small UV-source?

A.

By the combined performance of the UV source and the fact that it constantly acts on the solvent supply.

Q. Is SOLARIS[PRO] still effective when the solvent level drops below the reach of the UV-source?

A.

Yes, it does. Firstly, because there are no longer any living germs in the bottle (after several hours of being permanently radiated). Secondly, because the reflection of the bottle’s inner glass surface is so strong, the UV radiation penetrates the remaining solvent up to the ground.

Q. Why do I not create a vacuum, even though I constantly remove solvent?

A.

SOLARIS[PRO] has a built-in PTFE (Teflon) membrane pressure compensator with 0.1 micron pore size. This avoids the creation of a vacuum, keeping out floating particles, dust or infectious droplets.

Q. How to access my buffer when the lamp is inserted?

A.

The SOLARIS[PRO] comes with extraction tubing & suction frit filter. Simply connect the device to your solvent degasser and set up the desired flow. If you need to extract small volumes of solvent to dissolve (e.g. dry power samples) in the same eluent as used for the separation, we recommend using the solvent extraction kit.

Q. What is the lifetime of the lamp?

A.

5000 working hours or one full working year.

During this time, we guarantee a perfect disinfection. Although there is no hard time limit, after this time the efficiency begins to decrease significantly because of degrading processes of the UV-lamp. The visible radiation of the lamp is not an indication of UV emission. While UV-C is invisible to the human eye, one cannot estimate the effectiveness after this period. We recommend replacing the SOLARIS[PRO] annually to be on the safe side.

Q. Can the SOLARIS[PRO] be recycled / refurbished?

A.

No, for safety reasons.

SOLARIS[PRO] operates internally with high voltages to ignite and power the UV-source. Absolute impermeability to water is therefore mandatory. This cannot be guaranteed when assembling a device from used parts.

Q. Do I have to install a new power supply annually?

A.

No, the power supply comes with the SOLARIS[PRO] starter kit and needs to be bought once. The lamp itself is subject of replacement and can be returned to your local dealer for environmentally correct disposal.

Q. Is the use of a SOLARIS[PRO] technically safe?

A.

Yes, the SOLARIS[PRO] has passed all CE and TÜV product safety approvals. The design itself and the German manufacturing process is inspected twice a year by TÜV for compliance of the approved safety standards.

Q. Does the emitted UV-light harm the skin or eyes? Do I have to wear safety goggles or gloves?

A.

All of the UV-light is absorbed by the solvent reservoir glass, or dissipated by internal reflection within the bottle. No UV-light will ever leave the glass bottle.

However, NEVER operate SOLARIS[PRO] in unmounted condition.

Q. Do I need to change my flasks to amber flasks?

A.

No. UV-radiation is completely absorbed by borosilicate glass, not by its colour.

Clear glass flasks are fine. But we do not recommend storage flasks made of plastic because they potentially decompose over time.

Q. Do I need a special solvent bottle?

A.

You can use all laboratory flasks with standard GL45 threading made of ordinary clear or amber glass.

Q. What about different bottle volumes?

A.

The standard type (SOL-4774) of the SOLARIS[PRO] is made to fit 2 litre and 5 litre laboratory bottles. For using 1 litre bottles, we recommend the small version of SOLARIS[PRO] (SOL-4775).

Q. Can you use a magnetic stirrer?

A.

Yes, both versions (SOL-4775) and (SOL-4774) allow enough space between the bottom of the flask and the tip of the immersion tube.

Q. How long is the cable?

A.

The cable is 1.8 meters long.

Q. Are there any restrictions on the type of solvent used?

A.

In principle, all solvents and buffers (which do not contain strongly UV-active substances) can be used. This includes all common salt buffers and simple surfactants like SDS.

Organic additives (e.g. decaline) or even pure organic solvents, cannot be sterilised with SOLARIS[PRO], since these compounds decompose under permanent UV-radiation.

It is recommended conducting a screening test in case of uncertainty.

Q. Why does SOLARIS[PRO] heat up my solvent?

A.

The light source of SOLARIS[PRO] generates ultraviolet (UV), visible (VIS) and infrared (IR) light. The harmless IR light is completely absorbed by the solvent and the glass of the bottle leading to a temperature raise of 7-10°C above ambient. This is not a problem for known solvents, or for temperature dependent experiments, since the solvents will cool down to ambient when passing through the degasser, acting as a heat exchanger.

Q. What if a sample in the vial is infected by bacteria?

A.

SOLARIS[PRO] cannot disable bacterial loads accidently drawn by the autosampler.
Please therefore sterilise the entire HPLC-System at regular intervals in your usual way as recommended by the HPLC manufacturer.

Q. Is it difficult to maintain?

A.

Definitely not. To remove normal soiling, just rinse off with water and wipe off with a dry, lint-free cloth. Do not use corrosive or abrasive detergents for cleaning the product.

Q. SOLARIS[PRO] renders germs, algae and viruses harmless, but what about their debris?

A.

We recommend using an inline filter holder, to retain all kind of biological remnants as well as abrasion of sealing rings and pistons to avoid getting these into your system.