Service Subscription Definitions - BConnect
Your BConnect Subscription includes instrument service. This document provides an explanation of the services levels and related definitions.
“Annual Calibration”: Each subscription includes one annual scheduled calibration for each year in the subscription term.. This “calibration date” shall be scheduled at the beginning of the service based on the organization’s requirements.
- Instrument’s drop mass is verified for accuracy using numerous depositions and a balance
- Contact angle is calibrated against an NIST traceable benchtop goniometer
- Instrument is opened and all parts inspected: - tubing, water line, camera, pneumatic line, battery, valve
- Small hardware improvements/upgrades
- Firmware and software are verified and updated (as required)
- 1 new water cartridge inserted into instrument during calibration
- 1 pack of 25 performance check surface (PCS) cards
- Return shipping of device (excluding any customs, duties, and tariffs.)
“Full Web and Telephone Support”: Brighton Science business hours are Monday through Friday 8:30am to 5:30pm Eastern Time. We typically respond to inquiries within 8 business hours. Support is available via e-mail (email@example.com) and telephone (513-469-1800 Option 1).
“Material Profile Updates”: If included in the package, as changes to your process or material occur, the Brighton Science team will help adjust or recreate your instrument profiles to optimize the Surface Analyst image detection.
“Software Updates”: Each instrument is updated to the latest software version. The latest software version and software release notes are available on the Brighton Science Customer Hub“Multiple Drop Size in Profiles Calibration”: An instrument is always calibrated with the default drop size specified for the instrument. Instruments will also be calibrated with smaller drop sizes if specific surface profiles were developed for the customer’s instrument(s). Each plan includes different numbers of drop size configurations for calibration:
- Bronze: 1
- Silver: up to 2
- Gold: up to 5
“Emergency Loaners”: If a customer’s instrument has an unscheduled hardware failure and requires mail in service, a replacement instrument will be provided using models and profiles that match our customer’s model and hardware. Drop sizes for profiles available to Brighton Techs, and typically used, will be calibrated on the replacement instrument.
“Warranty Hardware Coverage”: Throughout the BConnect Subscription term, each instrument is covered by a hardware warranty for hardware malfunctions/defects.
“Additional Standards Compliance”: If requested and included in the service package (Silver and Gold), instruments can have a Z540.3 compliant calibration.
“Enhance Calibration Option”: For processes with critical control points that require a multipoint calibration, an instrument will be calibrated across four different contact angles to provide a multi-point calibration. Service included in the Gold package only.
“Recorded Operator Training Content”: Includes video and documented content on our instruments, including the science, how to update, how an operator should use, etc. This content is available on the Brighton Science Customer Hub. Benefit available on all levels of service.
“Instrument Management and Service Notifications”: As the annual calibration date approaches, Brighton Science will send out a notification to your Service Contact associated with the instrument to notify them about the scheduled calibration date. Proactive service and instrument health notifications will also be sent to the Service Contact associated with the instrument. Benefit available on all levels of service.
Change Notice: Brighton Science reserves the right to make changes to its service packages without prior notice. If these changes result in a material degradation to the capacity, accessibility, or available functionality of the service(s), you may, as your sole remedy, select a different service level and an equitable adjustment will be made to your BConnect Subscription fee.
Questions about the Service Subscription Definitions should be sent to us at firstname.lastname@example.org.