V-CARE Service Levels

We offer four different service levels serving the varying needs of our customers. The packages can be booked as annual contract. The service levels are as follows:

• Silver Package: Includes basic support and on demand service
• Gold Package: This service level includes preferred and priority handling of customer queries, remote assistance, free software updates, and an annual onsite visit to fully service your equipment. It also ensures priority supply of critical components currently in global shortage and offers the fastest response times—often within the same day. As part of their service agreement, V-CARE Gold customers are entitled to an exclusive 12% discount on cellQART Cell Culture Inserts, providing added value and ongoing savings.

• GoldPlus Package: This package comprises all the components of the Gold Package and comes with an additional warranty extension.
• PlatinumAR Package: This service level ex­pands the services of the „GoldPlus“ package with one-year Microsoft HoloLens support including the hardware.