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Service Contracts

Hamilton STAR Service Contracts

Planned maintenance, replacement part coverage, 24/7 remote support, and emergency call outs, under one agreement.

Get a Contract Quote(713) 496-2233
Fast, Friendly, Dependable Service

What Customers Say

Nugget has been excellent helping us with complex Hamilton problems and working with our engineers to find solutions.
Josh KastFactory Service Engineer · EditCo BioRedwood City, CA
Richard and Christopher did a great job diagnosing and fixing our instrument and getting it up and running right away in one of our busiest days.
Wesley RodriguezDirector, Environmental and Microbiology · Ascend ClinicalSunnyvale, CA
Jen helped us get our instrument back online within an hour. Great service!
James BoneyGeneral Supervisor · SouthWest LabsAlbuquerque, NM
NOYESServiceConsultationServiceKickoffDay #1OnsiteNeedsRepair?6 MonthsPreventativeMaintenanceRhythmEmergencyRepairs(As Needed)SystemRepair• About your lab• About your system• Our process• Quote & 20% deposit• Site readiness• Service history• Special accommodations• Day #1 Onsite scheduled• 90-point inspection• Failure — System Repair• Client trained & signed off• System condition report• First PM (if needed)• Remediation scoped & billed separately.• Performed during Commissioning Day if possible.• Contract coverage begins when• system is at baseline configs!• 24-hour dispatch• <4 hour callbacks

  1. Service Consultation

    • About your lab
    • About your system
    • Our process
    • Quote & 20% deposit

  2. Service Kickoff

    • Site readiness
    • Service history
    • Special accommodations
    • Day #1 Onsite scheduled

  3. Day #1 Onsite

    • 90-point inspection
    • Failure — System Repair
    • Client trained & signed off
    • System condition report
    • First PM (if needed)

  4. Needs Repair?

  5. YES

    System Repair

    • Remediation scoped & billed separately.
    • Performed during Commissioning Day if possible.
  6. NO

    6 Months Preventative Maintenance Rhythm

    • Contract coverage begins when system is at baseline configs!
  7. As Needed

    Emergency Repairs

    • 24-hour dispatch
    • <4 hour callbacks
How it works

The Nugget Service Contract Process

We start by getting your STAR to its baseline. Coverage begins from there.

  • Service consultation: your lab, your system, and a quote.
  • Kickoff: site readiness, service history, and scheduling.
  • Day #1 onsite: a 90-point inspection, any repairs, and training.
  • Coverage: planned maintenance, and emergency repairs as needed.
What’s included

One agreement, no surprises.

Your STAR stays up, and your budget stays predictable.

Planned maintenance

Preventative maintenance to factory specification, with a full report after every visit.

Replacement parts

Parts that fail in normal use are covered.

24/7 remote support

Our engineers walk you through most hardware issues, any time.

Emergency call outs

When it can’t wait, an engineer onsite within 48 hours.

A Service Team Your Team Can Count On

Live numbers from our service desk, refreshed every hour.

Average response timeLive
30minTarget: under 2 hoursFirst reply to new service requests, last 30 days
Customer satisfactionLive
9.6/10Average post-visit survey score, last 30 days
FAQ

Common questions

01Can we put a STAR we didn’t buy from you under contract?

Yes. We start with a Day #1 onsite visit: a 90-point inspection and any repairs needed to bring the system to its baseline, scoped and billed separately. Coverage begins once the system is at baseline.

02What happens if something breaks between visits?

Call us. Contract customers get 24-hour dispatch and a call back in under 4 hours, remote troubleshooting first, and an engineer onsite within 48 hours when it needs one.

03Do you offer contracts for the KingFisher Flex?

Yes. We offer service contracts for Hamilton STAR and STARlet systems and the Thermo KingFisher Flex 96.

04How do we get started?

Send us a note below. We start with a short service consultation about your lab and your system, then send a quote.

Service Contracts

Get a service contract quote.

Tell us about your system and we’ll start with a service consultation.

  • Maintenance and replacement parts under one agreement.
  • 24/7 remote support, and an engineer onsite within 48 hours.
  • Contracts for STARs you didn’t buy from us, too.

Phone call more efficient? (713) 496-2233Monday to Friday, 8am to 5pm CST

Thanks, we’ve got your request.

Someone from our service team will be in touch shortly. If your system is down and it can’t wait, call (713) 496-2233.