Response Times: Moving to the Bottom of “The List”

Many times, when a lab elects to transfer their equipment maintenance to Specialty Underwriters, there can be a concern regarding response times under the program and priority of their service requests.

It is expected that the vendor will continue to provide a high level of service and maintain the equipment at industry standards and manufacturer specs for all customers. Our experience is that any delays in service are created by the service provider and are simply an attempt to force a Maintenance Contract.

SU’s equipment maintenance program is not an attack on any vendor, but simply holding them accountable and responsible to what is expected by the end user.

SU’s equipment program is a management and cost reduction program with the intent of using the current vendor. Furthermore, many of our customers indicate that the response time received is the same as what they previously had or have been accustomed to. SU does have options to request an increased response time for a critical repair and will pay additional costs related to a “premium” response when available.


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