Bioprocess Service

Maximize Productivity and Minimize System Downtimes

Bioprocess Service: The Right Contract for Your Service, Maintenance and Repair Needs

Whether you work in process development, in clinical phases or commercial manufacturing, we’ll offer the service contract that is just right for you. In this way, we will partner with you to ensure that your system will be consistently up and running consistently, while minimizing the risk of unexpected system downtime.

Tailor-Made Service: Essential, Advanced, Comprehensive

You have the possibility to choose among three different service level agreements. Each contract consist of annual preventative maintenance in which all costs including the exchange of parts subject to wear are covered. The Service Level Agreements differ in the reaction time we commit for our helpdesk support and the response time for on-site system service support. Additionally, these contracts cover the cost of labor and repair either partially or fully – depending on the particular agreement you opt for.

Your Scheduled Annual Maintenance

  • Preventative Maintenance Plan: Including travel costs, labor costs, performance verification, software updates and replacement of parts subject to wear
  • Reaction Time Commitment: Technical help desk response by the next business day and priority on-site response
  • Repair: 10% discount on the costs of materials, labor and travel


Your Extended Service Coverage

  • Preventative Maintenance Plan: Including travel costs, labor costs, performance verification, software updates and replacement of parts subject to wear
  • Reaction Time Commitment: Technical help desk response within 8 hours and 72 hours on-site response
  • Repair: 10% discount on the costs of materials, labor and travel costs are fully covered


All-Inclusive Coverage for Maximum Performance

  • Preventative Maintenance Plan: Including travel costs, labor costs, performance verification, software updates and replacement of parts subject to wear
  • Reaction Time Commitment: Technical help desk response within 4 hours and on-site response within 48 hours
  • Repair: Costs of materials, labor and travel costs are fully covered


Brochure - Bioprocess Service Level Agreements

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Service Level Agreements To Serve Your Needs

Research & Development

The Essential or Advanced Service Level Agreement

You produce buffers and media for your bioprocess using single-use FlexAct® systems. It is important for your Sartorius equipment to run optimally, delivering precise results. However, if your equipment unexpectedly shows inconsistent performance, a slight downtime will not significantly impact your operations.

  • Your equipment will be regularly checked, and any potential issues will be addressed before they become major problems. You will receive priority treatment if your system requires servicing.
  • Depending on your equipment and market launch time, we recommend Advanced Service Level Agreement in some cases, as it covers most repair costs and we will respond even faster whenever your system needs servicing.

Clinical Phases

The Advanced or Comprehensive Service Level Agreement

You work in a cGMP-regulated environment and perform integrity tests on sterilizing-grade filter cartridges using the Sartocheck® filter tester. Reliable test results, fast response times when servicing is required and cost control for repairs are crucial for you.

  • Your equipment will be regularly checked, and any potential issues will be addressed before they become major problems.
  • If any problem happens to occur, you will have full cost control Thanks to our fast reaction time commitment, we will be right there to fix your system fast.

Commercial Manufacturing

The Advanced or Comprehensive Service Level Agreement

You work with production-scale bioreactors in the upstream unit within a commercial biomanufacturing environment. This is why system availability and process reliability are crucial to your operations.

  • Signing the Comprehensive Service Level Agreement will provide peace of mind.
  • Your equipment will be regularly checked, and any potential issues will be addressed before they become major problems.
  • If any problem happens to occur, you will have full cost control. Thanks to our fast reaction time commitment, we will be right there to fix your system fast.

Five Reasons Why Service Contracts Are Important

  1. Safe operation and fulfillment of all regulatory requirements: Only by having regular maintenance performed can you be sure that your system will run reliably over the long term and that you will comply with regulatory requirements.
  2. Higher productivity: Regular maintenance optimizes the operation of your system and increases profitability.
  3. Fast support in case of service is needed: If your equipment needs servicing, we will be there in a hurry at your site to take care of your system so it will be up and running perfectly again.
  4. Full cost control: With an Advanced and Comprehensive Service Level Agreement, you can protect yourself from unexpected expenses in case of repair. So you have the full cost control from the beginning and can plan accordingly.
  5. Manufacturer's expertise and original spare parts: Our service technicians are best acquainted with the devices and also know the details about your system. Original spare parts always ensure safe operation.

A Strong Team Dedicated to Your SuccessServices

Sartorius Service is the right partner at your side because you benefit from:

  • Professional support based on manufacturer’s expertise. We look back upon nearly 150 years of experience and will always be there for you as a long-term service partner
  • Fast response and turnaround; local contacts: Thanks to our comprehensive service network, we are able to supply global support
  • Service in wholly new dimensions: Around 650 service staff members will take care of your requests and are continuously further developing Sartorius services, focusing on expanding our digital offering

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Still got questions?

We're here to assist.

We recommend that you sign a service agreement right when you purchase your Sartorius equipment – and select the maintenance interval you require for the first year of operation. In this way, you can be sure that you will receive our full services and support even after the warranty has expired and enjoy total peace of mind knowing your equipment is in good hands.

Do you already have Sartorius products in operation and would you like to have your entire equipment covered by a service agreement? No problem, just contact us. We will check the condition of your systems already in use and give you a suitable quote.

No. We will contact you in due time before your service agreement is due to expire and will be happy to discuss with you whether you have been satisfied with this contract as is and wish to renew it or would like to choose different terms and conditions.

This depends on several factors. These include the particular manufacturing environment you operate in, which Sartorius products you use and how important it is for you to have a fast, defined reaction time commitment and full cost control when you require equipment servicing. We have compiled a few examples for you further up on this website.

Just get in touch with your local Sartorius contact for advice – with no strings attached. This service consultant will provide you with all the details and discuss your requirements with you.

Are you interested and want to secure your system in the long term?

Then feel free to contact us and inquire about a non-binding offer.

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