Support Terms

TERMS & CONDITIONS FOR THE PROVISION OF TECHNICAL & SCIENTIFIC SUPPORT SERVICES

This description of the Terms and Conditions for the provision of Technical & Scientific Support services constitutes an integral part of the Technical & Scientific Support Request (KTEY). Its submission constitutes confirmation of acceptance of the following:

A. GENERAL REMARKS

1. The charges listed below apply to interventions on instruments that are Out of Warranty or Not Covered by a Maintenance Contract (Note 1).

2. The handling and transportation of any instrument to and from our company shall be carried out solely at the care, responsibility, and expense of the client–owner of the instrument, and only after prior written approval by our company. The instrument must obligatorily be accompanied by all necessary cables and accessories, as well as by decontamination certificates (where the instrument comes into contact with infectious or toxic agents).

3. Our company bears no responsibility whatsoever for the condition in which the instrument arrives at our premises or when it is returned to your laboratories. It is understood that the client–owner of the instrument is solely responsible for ensuring its full insurance coverage.

4. Σε περίπτωση που, κατόπιν εγκρίσεώς σας, πρέπει να στείλουμε το όργανο στον κατασκευαστή για έλεγχο της λειτουργίας του και πιθανή επισκεύη, τα έξοδα μεταφοράς και πλήρους ασφάλισης βαρύνουν τον πελάτη.
ΠΡΟΣΟΧΗ: Σε κάθε περίπτωση, το όργανο θεωρείται και ασφαλίζεται ως μεταχειρισμένο.

Note I: For instruments under warranty, the cost of our technician, as well as spare parts, are not charged. Consumables are charged normally according to the current price list.
It should be noted that the following are not covered by the warranty and are charged normally:

Wear and tear from normal use, as well as consumable materials.
Damages/malfunctions caused by handling not in accordance with the instrument manufacturer’s instructions.
Damages/malfunctions due to unsuitable power supply or other provisions under the responsibility of the laboratory, natural disasters, etc.
Any problem caused by connecting the instrument to devices or software from other manufacturers (without our company’s written approval).
Unnecessary technician call for non-existent faults, incorrect handling, repeated training, etc.
Unnecessary shipment of the instrument to our company for a non-existent fault.
Shipment of the instrument to our company without our written approval.

B. WARRANTY

For each repair service provided, a warranty of six (6) months is offered.
Spare parts are covered by the manufacturer’s warranty of 3 - 6 months, depending on the manufacturer.

C. SERVICE CHARGES (In & Out of Company)

Description - Price excl. VAT

1. Minimum charge, even for a simple inspection/diagnosis of a fault. 1 hour

2. Technical Support, depending on the instrument category (see below D. TABLES-INSTRUMENT CATEGORIES)

Charge per hour: CATEGORY I € 70,00 - CATEGORY II € 90,00 - CATEGORY III € 110,00
Charge per day: CATEGORY I € 480,00 - CATEGORY II € 620,00 - CATEGORY III € 760,00

* Surcharge for immediate support (for instruments outside Warranty Contract or other special agreement) 100%

3. Scientific Support (applications, training, method development, etc.).

Charge per hour: € 130,00
Charge per day: € 900,00

4. Transportation cost using our company vehicle (includes vehicle use, fuel, tolls, etc.). €0,60/Km

5. Travel time cost

Charge per hour: € 35,00
Charge per day: € 250,00

6. Travel cost using public transport (ship, plane, bus, train, taxi, rental car): actual total cost of tickets and related receipts Based on receipts

7. Overnight stay (Accommodation – Meals – Out-of-office fee). € 200,00

8. Half-day work (work between 17:30–22:00) € 100,00

9. Unnecessary stay of the instrument in our laboratories due to the client’s fault, after two (2) weeks from our written notice for collection, per instrument. € 25 / week

10. Cost of specialized external partner (e.g., manufacturer’s technician, refrigeration expert, etc.). SPECIAL AGREEMENT

11. Maintenance contracts and special work such as training, verification, calibration, etc. SPECIAL AGREEMENT

D. TABLES – INSTRUMENTAL CATEGORIES

CATEGORY I

Blenders
Ion meters
Sieve Shaker devices
Data Loggers
Freezers
BOD determination devices
Conductivity meters
Ovens
Ultrasonic devices
Stirrers
Homogenizers
Ultrapure water systems
Mechanical autoclaves
Oximeters
Water baths
Refractometers
pH meters
Furnaces
Balances up to 3 decimals
Pipettes
Centrifuges
Incubators
Densitometers (liquids)
Photometers
Turbidimeters
Other small instruments
Hazardous material storage cabinets

CATEGORY II

CO2 Incubators
Melting Point Devices
Laminar Flow Cabinets
Particle Measurement Systems
Vacuum Pumps
Cell Harvesters
Balances 4 & 5 decimals
Digestion/Synthesis Systems
Plant Growth Chambers
Titrators
Climate Chambers
Hygrometers
Freeze-dryers (Lyophilizers)
Spectroradiometers
Rotary Evaporators
UV-Visible Spectrophotometers
Polarimeters
Fluorometers
Densitometers (solids)
Viscometers
Automatic Fusion Devices
PCR
Kjeldahl Apparatus
Plant Leaf Porometers
Leaf Area Meters

CATEGORY III

GC
Laser Particle Size Analysis Devices
GC/MS, GC/MS-MS, GC/IMS
Photosynthesis Measurement Devices
HPLC, UPLC, UHPLC
X-ray Systems (XRF/XRD)
HPTLC
Thermal Analysis Systems (DSC, TGA, etc.)
IRMS
Elemental Analysis Systems (AAS, ICP, ICP/TOF-MS)
LC/MS & LC/MS-MS
TOF, Q-TOF, IMS Mass Spectrometers
TIC/TOC
NIR & FTIR Spectrophotometers
Gas Analyzers
VUV Analytics
Specialized Gas Chromatography Analyzers (Reformulyzer, Piona, RGA)
RAMAN
Circular Dichroism (CD) Photometers
Mercury-BET Porometers
Automated Chemistry Analyzers
Liquid & Powder Rheometers
Robotic Chemical Analysis Systems
Zeta Potential Analyzers
Extraction Systems
ESCA Auger
Pilot & Industrial Scale Systems
Confocal
Dissolution Rate & Physical Testing Systems
Elisa
Balances 6 & 7 decimals
Plate readers
Mass Array
Biomolecule Cell Disruption Systems
Biomolecule Size Management Systems
Fuel Analysis Systems
EDDY Covariance

CODE Ε03/Ο02/Δ08
EDITION: 6.4
Date: 22/12/2025