Service. Innovation with Integrity. The Key to your Success FT-IR

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1 Service The Key to your Success Innovation with Integrity FT-IR

2 Service and Support Bruker Optics is the leading manufacturer and worldwide supplier of Fourier Transform Infrared, Near Infrared and Raman spectrometers for various industries and applications. For years, we set new standards on the market when it comes to precision and efficiency, ergonomics and ease of operation, consulting and services. We realize that time is money. Our timely service process lets you rest easy knowing that Bruker will be there on-site when you need us. To us, it is obvious that these highest demands are also valid for our production process. High- A network of international offices and representatives guarantees a quality materials, careful workmanship and, if competent customer support world wide. necessary, especially developed production processes and test routines ensure the quality that is common to all Bruker Optics spectrometers. Your Partner for Success Bruker Optics understands that Customer Support means more than just installing, maintaining and fixing equipment. It is a commitment to our customers to provide detailed, expert knowledge and understanding of each and every aspect of our systems. We are in the business of not just selling analytical instruments, but implementing and supporting complete application solutions. From configuring, demonstrating and installing the best instrument for your needs, to training your users and providing ongoing support, we strive for the utmost customer satisfaction in everything we do. Through our ISO 9001:2008 Quality Management System, we are committed to creating and developing state-of-the-art technology, strong partnerships with our customers, and operational excellence. Our instruments are designed to provide years of dependable trouble-free operation, but should a problem occur, a network of Bruker companies and representatives throughout the world are ready to promptly respond to your needs. Professional installations and high standard of post-delivery services are our commitments to our customers. Service is available either on a Time & Material basis or one of our service contract offerings. Service plans are available when your original warranty has expired. We offer three essential service plans to provide a predictable fixed cost for preventive maintenance and repair service delivered by experienced and certified professionals. In addition, these plans provide full technical support, optional software and re-validation.

3 Keep Your Assets... ISO Certification Bruker Optics is ISO 9001 and certified. Application Support Whether it s a routine quality control application or a sophisticated research project, our customer-oriented application experts can help you find the right tool or method to achieve your goal. Validation, GLP, IQ/OQ & 21 CFR Part 11 We can assist you in meeting your individual compliance needs. Bruker can provide IQ/OQ certification for your system and can install and set up 21 CFR Part 11 compliant software. Our team will help you maintain original specifications and compliance. Proper maintenance will lead to better uptime. Training & Support Bruker Optik offers practical training courses which include various application possibilities of the spectrometer as well as the software. Phone/Remote Support Call your local support office to obtain quick and efficient support. We maintain dedicated and experienced specialists to answer your calls who can help with hardware or software concerns. Travel to Customer Site A field engineer will be dispatched if on on-site visit is required.

4 ... In A Mint Condition Plan Feature PLATINUM GOLD SILVER BRONZE On-Site Service Unlimited Unlimited 25% Discount 10% Discount Standard Wear Parts Included Included Included Included Spare Parts Unlimited Unlimited Unlimited 10% Discount Travel Unlimited Unlimited 25% Discount 10% Discount (incl. travel costs) 1 per Year per Year More Than State-Of-The-Art Technology: Our Know-How For You Regular training courses and customized local training are vital elements of our know-how transfer. Please contact your local office or look at our web site: Software Upgrade * * * * Remote Diagnostics Unlimited Unlimited Unlimited Unlimited and Consumables 10% Discount 5% Discount 5% Discount - Validation Optional - - Optional Scope of Contract Add-ons available for Unlimited Professional Service including on-site, depot repair, remote diagnostics. Unlimited Travel Costs Unlimited services, repairs and parts Includes one preventive maintenance (PM) visit per year to check the overall performance of the complete system and take preventive and corrective measures in order to maintain or restore the maximum efficiency as well as to ensure the future operational reliability of the instrument. Material costs for standard wear parts (exchanged during annual PM service) are included. OPUS software upgrade to most current version, 1 per year to be done during PM visit (hardware excluded). Priority response time Re-validation Unlimited Professional Service including on-site, depot repair, remote diagnostics. Unlimited Travel Costs Unlimited services parts OPUS software upgrade to most current version is offered at 50% off list price (hardware excluded) Priority response time Professional Services and Travel are offered at a 25% discount. Unlimited remote diagnostics. OPUS software upgrade to most current version is offered at 25% off list price (hardware excluded). Professional Services and Travel are offered at a 10% discount. Unlimited remote diagnostics. Service, parts and repairs are offered at a 10% discount. Includes one preventive maintenance (PM) visit per year to check the overall performance of the complete system and take preventive and corrective measures in order to maintain or restore the maximum efficiency as well as to ensure the future operational reliability of the instrument. Material costs for standard wear parts (exchanged during annual PM service) are included. Re-validation Worldwide On-Site: We Are There Where You Need Us Bruker s competence is there where our customers need it - from the very first contact. Our application specialists are scientists and engineers who know IR spectroscopy and spectrometers as well as the customers applications. With our certified service & support team all over Europe, North and South America, Asia and Oceania an efficient global service & support is guaranteed. This includes a professional installation as well as qualified and fast after sales service and, if desired remote diagnostics. Highest Quality from a Renowned Company: Always More Than You Expect We are never satisfied with the common market standards. This is where our own research and development departments play a major role: here new ideas are turned into innovative products - in more precision, advanced user comfort and unrivalled reliability. * Initial software updates only apply to licenses entitled to the current update policy.

5 Customized Support Solutions To minimize unplanned downtime, reduce costs and control risk, planned maintenance is still the number one option. During planned maintenance visits, our factory-trained engineers will completely review your system s installation, allignment, and cleanliness, and verify that its performance meets specification. They follow a detailed maintenance checklist to ensure that your system is operating correctly and safely. Validation, GLP, IQ/OQ and 21 CFR Part 11 Bruker Optics offers a full range of validation services to help you meet your compliance requirements. With our annual validation of system performance services, you can focus on your job and not on the details that keep you from doing your job. On-Site Visits In the event that we are unable to remotely diagnose a problem, or when you simply need immediate response, our geographically dispersed Field Engineers give you access to fast, local support. We also realize that time is money. Our timely service escalation process lets you rest easy knowing that Bruker will be there on-site when you need us. Spare Parts Bruker maintains a stock level of parts that supports overnight shipment of all fieldreplaceable components. Shipping is included with all standard contracts. Contract Services Bruker provides a wide array of contracts to meet your specific needs. We are open to customizing a contract for a specific situation and will work to find a way to meet your unique needs. The strength of the Bruker Contract is that, while helping to control the cost of ownership, we deliver significant value and truly meet the spirit of a partnership to maximize uptime. Contracts typically include and deliver superior on-site response to your operation. Bruker Optics is ISO 9001 and ISO certified. Laser class 1 product. Bruker Optics Inc. Bruker Optik GmbH Bruker Shanghai Ltd. Billerica, MA USA Phone +1 (978) Fax +1 (978) info.bopt.us@bruker.com Ettlingen Germany Phone +49 (7243) Fax +49 (7243) info.bopt.de@bruker.com Shanghai China Phone Fax info.bopt.cn@bruker.com Bruker Optics is continually improving its products and reserves the right to change specifications without notice Bruker Optics BOPT