Service Plan Options

Our optional Service Plans are designed to keep your analyzer operating at peak performance while minimizing unexpected maintenance costs and downtime. Two tiers are available:

• 3-Year Plan: Includes defective parts replacement, free two-way domestic shipping (US customers only), software and firmware updates, remote diagnostics, and one (1) complimentary cavity replacement.
• 5-Year Plan: Includes everything in the 3-Year Plan, plus two (2) complimentary cavity replacements and a complimentary loaner instrument during covered service (US customers only).

A Service Plan is an optional support offering, priced per covered instrument, and is separate from the standard product warranty that accompanies your analyzer.

Yes. Aeris Technologies provides technical support to all customers, and many issues can be diagnosed and resolved remotely at no charge.

If your instrument requires repair after the standard warranty has expired, and you don’t hold an active Service Plan, the repair and replacement parts will be quoted on a time-and-materials basis before any work begins.

Customers with an active Service Plan receive priority service and have many repair costs covered by their plan.

If your analyzer is no longer covered under the standard warranty or an active Service Plan, Aeris will evaluate the instrument and provide a quotation for any necessary repairs, replacement parts, and associated shipping charges before work begins.

An Aeris Service Plan can significantly reduce unexpected repair costs while providing predictable budgeting throughout the life of your instrument.

Service Plans begin on the date your analyzer is purchased—not after the standard one-year warranty expires.

Although every Aeris analyzer includes a limited one-year warranty, the Service Plan provides additional benefits beyond the standard warranty, including software updates, priority service, complimentary cavity replacements, and other covered services.

At this time, Aeris is evaluating whether Service Plans may be purchased after the expiration of the standard warranty.

Please contact Aeris Technologies to discuss your specific instrument and available service options.

Service Plans are sold for a fixed term of three or five years. They do not renew automatically, and the term is not extended by periods during which your instrument is out for service or awaiting parts.

You may request a renewal at the end of your term. Aeris may agree to renew, at its option, with pricing and terms based on the terms and conditions in effect at the time of renewal.

No. A Service Plan is tied to the original purchaser and to the specific instrument, identified by model and serial number, at the time of purchase. It cannot be transferred to a subsequent owner or moved to a different instrument.

Unused cavity replacements are likewise specific to the covered instrument, are not transferable, do not carry over to any subsequent Service Plan, and have no cash value.

Service Plan fees are non-refundable once coverage has commenced.

In most cases, instruments are serviced at our manufacturing facility in Hayward, California, where our engineering and service teams have access to specialized diagnostic equipment and replacement components.

Depending on your location and the nature of the issue, Aeris may be able to arrange on-site service through an authorized local service resource. Please contact us to discuss your specific requirements.

Aeris uses commercially reasonable efforts to diagnose and complete covered repairs promptly. Any turnaround time will be quoted after the instrument has been received and assessed by a technician. Actual timing can be affected by parts availability, shipping, customs, and the nature of the fault.

Free shipping for covered repairs is included with Service Plans for covered instruments located within the United States.

Non-U.S. customers are responsible for all inbound and outbound freight and insurance, and for all customs duties, import and export fees, value-added and similar taxes, and brokerage charges.

A complimentary loaner instrument is included with the 5-Year Plan only, and only for instruments located in the United States. Loaners are not available under the 3-Year Plan and are not provided outside the United States, regardless of tier.

Loaners are provided subject to availability, and Aeris may supply a comparable or functionally equivalent model rather than the exact model of your instrument.

Like all precision scientific instruments, analyzer performance can gradually change as components age.

Routine maintenance, software updates and remote diagnostics help ensure your analyzer continues to deliver accurate, reliable measurements throughout its operational life.

At this time, Aeris is evaluating whether Service Plans can be upgraded.

Please contact Aeris Technologies to discuss your specific instrument and available service options.

An Aeris Service Plan helps protect your investment by providing predictable maintenance costs and reducing the risk of unexpected repair expenses. A single cavity replacement and repair can exceed the cost of a Service Plan, making this a cost-effective option to protect your investment.

Benefits include:

• Reduced instrument downtime
• Faster access to technical support
• Coverage for many repair costs
• Complimentary cavity replacement(s)
• Software and firmware updates
• Priority service
• Greater confidence in long-term measurement performance

For organizations conducting critical research programs or continuous monitoring systems, a Service Plan provides added peace of mind and helps ensure uninterrupted operation.

A part qualifies when it fails due to a defect in materials or workmanship under normal use. Aeris will repair or replace the part; replacement parts may be new or of equivalent-to-new quality, and parts removed from your instrument become the property of Aeris.

Consumables are not covered. This includes items such as desiccants and scrubbers.

The Service Plan does not cover:

• Damage or malfunction caused by misuse, abuse, accident, gross negligence, or operation outside the instrument's published environmental or operating specifications.
• Damage caused by unauthorized repair or modification, or by parts, software, or accessories not supplied or approved by Aeris.
• Loss, theft, or damage caused by fire, flood, power surges, corrosive or hazardous environments, transport not arranged by Aeris, or events of force majeure.
• Cosmetic damage that does not affect instrument function.
• Consumables such as desiccants and scrubbers.

Work falling outside plan coverage can still be performed, and will be quoted at Aeris's then-current rates before work begins.

Damage of this kind falls outside Service Plan coverage. Aeris will evaluate the instrument and quote the repair on a time-and-materials basis at then-current rates before beginning work.

If a cavity replacement is required as a result of loss, theft, or damage caused by gross negligence, it is not drawn from your included cavity replacements and is billable separately.