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Service and support options for semiconductor equipment from Thermo Fisher Scientific
Companies in the semiconductor and electronics industry need to rely on their equipment at all times to meet their performance goals.
With Accelerate and Advance Services for Semiconductor, we offer an end-to-end solution that integrates convenient access to data, continuous system remote monitoring, and the support of a Customer Success Manager. We also offer the same comprehensive on-site maintenance that is familiar to you.
Our technology, expertise, and insight will help you:
- Increase system productivity
- Proactively plan service activities
- Improve fleet performance
- Avoid unplanned downtime
With the Accelerate and Advance service options, you not only increase the availability of your systems, but we will also provide you the insights and expertise to get more from your systems every day.
What is Connected Care for Thermo Scientific semiconductor equipment?
Move from reactive to proactive service
What if you could better predict maintenance needs and avoid unexpected downtime? Accelerate and Advance blend technology and data with on-site support so you can improve the value from your instrument for the uptime and ROI you demand.
Our Connected Care Portal and system remote monitoring can help shift maintenance actions from reactive to proactive, monitoring key instrument parameters for anomalies.
This proactive approach to service can save hours of unplanned downtime. One customer example shows that over two years, proactive maintenance calls decreased unplanned downtime over several systems*, saving millions of dollars in lost productivity.
Proactive maintenance calls initiate:
- Proactive training
- Pre-arranged spare parts
- Troubleshooting
- Conditional preventative maintenance
The numbers to the right show how Connected Care helped a customer be more productive.
*Systems included (8) TEM, (5) LDB, (16) SDB
Connected Care continually drives improvements
Here are the numbers that helped one customer increase productivity and uptime.
System Remote Monitoring
System remote monitoring can improve your uptime and productivity by transitioning service from a reactive model to a proactive approach.
- See system health and performance in real-time with the Connected Care Portal
- Critical system parameters are monitored by our technical experts
- Field service is proactively engaged if anomalies are detected
- Connected systems demonstrate a lower mean time to repair compared to systems with other service contracts
Data security is paramount. You are in control of the data shared with us. You can audit and review system data and even stop sharing at any time.
Connected Care Portal
You need a comprehensive solution that can support and upskill your team while also increasing system productivity and avoiding unplanned downtime. Underpinning all of this is the need for data, which facilitates visibility into the effectiveness of your process and your fleet. The Connected Care Portal provides you access to:
- System utilization and trends
- Average uptime and trends
- System health by module
- Key system parameters
- Service history
Fleet Compare
Use our Fleet Compare view to analyze fleet performance–even across multiple sites.
- Make reviewing system performance easy and convenient within the Connected Care Portal
- Enables you to quickly find outliers
- Facilitates operational improvement and adoption of best practices
Consumables Monitoring
Conveniently plan consumable swaps and maintenance:
- Within the Connected Care Portal, view the status of consumables that may be reaching end of life (EOL).
- Receive a notification based on defined age or number of hours or define the criteria for your system.
- These consumables will be tracked with:
- Aperture Strip
- LMIS
- GIS
Customer Success Manager
Our Customer Success Manager supports you to define and meet the goals that are critical for your success.
- From a smooth installation of your new system to optimizing the productivity of your fleet
- Routinely review KPI status and adjust plans when needed to enable you to meet your goals
- Review system and fleet performance regularly with you to identify opportunities for improvement
- Support your needs by utilizing a broad network of other experts within Thermo Fisher Scientific
System Remote Monitoring
System remote monitoring can improve your uptime and productivity by transitioning service from a reactive model to a proactive approach.
- See system health and performance in real-time with the Connected Care Portal
- Critical system parameters are monitored by our technical experts
- Field service is proactively engaged if anomalies are detected
- Connected systems demonstrate a lower mean time to repair compared to systems with other service contracts
Data security is paramount. You are in control of the data shared with us. You can audit and review system data and even stop sharing at any time.
Connected Care Portal
You need a comprehensive solution that can support and upskill your team while also increasing system productivity and avoiding unplanned downtime. Underpinning all of this is the need for data, which facilitates visibility into the effectiveness of your process and your fleet. The Connected Care Portal provides you access to:
- System utilization and trends
- Average uptime and trends
- System health by module
- Key system parameters
- Service history
Fleet Compare
Use our Fleet Compare view to analyze fleet performance–even across multiple sites.
- Make reviewing system performance easy and convenient within the Connected Care Portal
- Enables you to quickly find outliers
- Facilitates operational improvement and adoption of best practices
Consumables Monitoring
Conveniently plan consumable swaps and maintenance:
- Within the Connected Care Portal, view the status of consumables that may be reaching end of life (EOL).
- Receive a notification based on defined age or number of hours or define the criteria for your system.
- These consumables will be tracked with:
- Aperture Strip
- LMIS
- GIS
Customer Success Manager
Our Customer Success Manager supports you to define and meet the goals that are critical for your success.
- From a smooth installation of your new system to optimizing the productivity of your fleet
- Routinely review KPI status and adjust plans when needed to enable you to meet your goals
- Review system and fleet performance regularly with you to identify opportunities for improvement
- Support your needs by utilizing a broad network of other experts within Thermo Fisher Scientific
Accelerate services and support for semiconductor equipment during the warranty period
During the warranty period, Accelerate Service contracts increase the value gained from your instrument by enabling you to produce more high-quality samples, reduce the cost per sample, and drive your business forward.
Standard On-Site Services | Warranty | Accelerate Elevate | Accelerate Optimize |
|---|---|---|---|
| On-site response time | 48 hours | 24 hours | 4 hours |
| Preventive maintenance | • | • | • |
| Corrective maintenance | • | • | • |
| Software updates | • | • | • |
| Spare parts | • | • | • |
| Labor and travel | • | • | • |
| RAPID remote diagnostics | • | • | • |
Enhanced On-Site Services | |||
| Account review | Quarterly | Monthly | |
| Shift work-through | 1 hour | 2 hours | |
| After hours on-site service | 16 hours | 40 hours | |
| 10% consumables discount | • | ||
Value-Added Features | |||
| Uptime guarantee | 90% | 93% | |
| Customer success manager | • | • | |
| Customer productivity engineer | 8 hours | 24 hours | |
| Connected Care Portal | • | • | |
| Fleet Compare | • | • | |
| Smart PM | • | • | |
| Consumable monitoring | • | • | |
| System remote monitoring | • | • | |
Advance services and support for semiconductor equipment after the warranty period
Continue to maximize productivity after the warranty expiration and make the most of your existing capital equipment to seek innovative ways to create a competitive advantage.
Standard On-Site Services | Advance Vital | Advance Elevate | Advance Optimize |
|---|---|---|---|
| On-site response time | 48 hours | 24 hours | 4 hours |
| Preventive maintenance | • | • | • |
| Corrective maintenance | • | • | • |
| Software updates | • | • | • |
| Spare parts | • | • | • |
| Labor and travel | • | • | • |
| RAPID remote diagnostics | • | • | • |
Enhanced On-Site Services | |||
| Account review | Semi-annual | Quarterly | Monthly |
| Shift work-through | 1 hour | 2 hours | |
| After hours on-site service | 16 hours | 40 hours | |
| 10% consumables discount | • | ||
Value-Added Service | |||
| Uptime guarantee | 90% | 93% | |
| Customer productivity engineer | 8 hours | 24 hours | 40 hours |
| Customer success manager | • | • | • |
| System remote monitoring | • | • | • |
| Connected Care Portal | • | • | • |
| Smart PM | • | • | |
| Consumable monitoring | • | • | • |
| Fleet Compare | • | • | • |
Resources
Accelerate & Advance Services for Semiconductor
To succeed in the semiconductor industry, you need a partner that will provide solutions that help drive your results. The Accelerate and Advance offerings are data-driven services that provide expert support and system insights that boost system performance to increase throughput and achieve the fastest time to data.
Accelerate & Advance Services for Semiconductor
To succeed in the semiconductor industry, you need a partner that will provide solutions that help drive your results. The Accelerate and Advance offerings are data-driven services that provide expert support and system insights that boost system performance to increase throughput and achieve the fastest time to data.
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