Evosep Proteomics / Service and support
Service and support
Uptime, covered
An instrument running 500 samples a day is only as productive as the days it is running. Evosep service plans combine priority remote support, scheduled preventive maintenance and parts coverage — backed by factory specialists and a network of local service providers.
24-hour response
90% solved remotely
On-site within 3 business days
IQ / OQ available
Evosep’s factory support specialists, working alongside a network of local service providers.
24 hSupport requests answered within one working day
90%Of support cases solved remotely, without a site visit
3 daysMaximum on-site repair response on Performance and Excellence
1 / yearScheduled preventive maintenance visit on every plan
Service plans
Three levels of cover
Every plan includes priority remote diagnosis, software and method upgrades, one preventive maintenance visit a year, and spare parts coverage. The difference is how much of the wear, labour and response time is taken off your hands.
Endurance
Keep it running, cover the expensive failures
Recommended to keep your Evosep Eno running at its best while covering defects and breakdowns in expensive spare parts. Includes spare parts coverage, one scheduled preventive maintenance visit and priority remote support.
On-site repair response within 5 business days.
Performance
Predictable maintenance costs
Everything in Endurance, plus wear parts. This is what keeps maintenance costs under control rather than arriving as surprises, and the faster on-site response reduces operational risk.
On-site repair response within 3 business days.
Excellence
Managed support, hands off
Comprehensive managed support by Evosep experts on top of Performance, including user troubleshooting and wear part replacement — remotely and on site within 3 business days — plus free service repair visits.
On-site repair response within 3 business days.
Preventive maintenance. Keeping an Evosep Eno operational takes regular user maintenance plus annual expert service. The scheduled PM visit includes valve rotor replacement and a full system performance check.
Compare
What each plan includes
| Included | Endurance | Performance | Excellence |
|---|---|---|---|
| Troubleshooting wizards and online tools | ✓ | ✓ | ✓ |
| Free remote diagnosis and repair support | Priority | Priority | Priority |
| Software and method upgrades | ✓ | ✓ | ✓ |
| User certification training | ✓ | ✓ | ✓ |
| Spare parts coverage | ✓ | ✓ | ✓ |
| Preventive maintenance (PM) | 1 per year | 1 per year | 1 per year |
| Wear parts coverage | — | ✓ | ✓ |
| Free service repair visits | — | — | ✓ |
| Max. on-site repair response time | 5 business days | 3 business days | 3 business days |
All service contracts are available with Installation and/or Operational Qualification. Terms and conditions apply to all service plans and instrument qualifications; not available in all geographies — enquire for details.
Instrument qualification
IQ and OQ for regulated laboratories
For regulated labs and anyone maintaining high quality standards, qualification services are available in combination with service plans.
IQ
Installation Qualification
Checks that the instrument is delivered as designed and specified, is properly installed in the selected environment, and that the environment itself is suitable.
OQ
Operational Qualification
Checks that the instrument functions according to its operational specification in that environment — covering the autosampler, low pressure pumps, high pressure pump and gradient composition.
Protocols align with USP Chapter <1058>, Analytical Instrument Qualification, using calibrated, traceable tools for an MS-free full system evaluation, delivered in a tamper-proof report.
- Verified functionalitySystem operation checked in a manufacturer-designed qualification.
- Evidence for auditsHelps demonstrate compliance with laboratory quality standards.
- Time savedLess user time spent on quality test evaluation and report writing.
Evosep does not guarantee compliance with any particular laboratory quality requirements.
What Operational Qualification covers on the Evosep Eno. Source: BR-017D.
“The Evosep OQ contains exactly what we need for our instrument qualification.”
Esben Fisker, Quality Assurance Manager, Alphalyse
Support toolbox
Before you raise a ticket
A library of self-study, guidance and troubleshooting material is published at evosep.com/support — most questions are answered there, and 90% of the ones that aren’t get solved remotely.
Software updates
Video tutorials
Pump example data
MS connections
Documentation
Troubleshooting
FAQ
Automation protocols and scripts
“The response time is always really fast — usually if you have any questions they are almost immediately answered.”
Salla Keskitalo, Head of Laboratory, HiLIFE Proteomics Unit, University of Helsinki
Product page
Evosep Eno™ — LC separation platform
The instrument these plans cover: ten standardized methods, performance data and full technical specifications.
Explore Evosep Eno → ResourcesLiterature room
Forty-six application notes, method notes and case studies — including the IQ/OQ case study at Alphalyse.
Browse the library →Get started
Find the right level of cover
Tell us how your instrument is used — throughput, uptime requirements and whether you work to a quality standard — and we will recommend a plan and qualification package to match.