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Technical Reference CASACare Service Plans: Descriptions
CASACare™ Service Plans: Descriptions of Options
Please see the CASACare Comparison Chart for details on which options are included with the Basic, Plus and Elite Service Plans.
Parts & Parts Shipment
Based on preliminary assessment via remote assistance, HT will send required parts if it is determined on-site personnel are capable of replacing the parts.
Time & Labor
- Remote Assistance: Includes phone, email, Skype or TeamViewer® Remote support. TeamViewer support requires internet access to the CASA system and download and installation of the TeamViewer Support Panel.
- Repair at HT: If necessary, the unit may be shipped back to HT’s Beverly MA facility for assessment and repair.
- Repair at Customer Site: A service technician will be sent to your facility to repair the unit on-site, if issue can be first diagnosed remotely.
Software Maintenance
Software maintenance updates are included and may be sent via Cloud or DVD. (This does not include major software upgrades.)
On-site Annual Preventive Maintenance (PM)
- CASACare Plus and CASACare Elite Service Plans only
- Includes travel costs and time for support technician to travel to customer facility
- IVOS II PM includes:
- Calibration, alignment/adjustment and cleaning of IVOS II optical system
- Replacement of standard parts (stage cable, fan filter, Bios battery and disposables)
- Replacement of major parts as needed
- Checking and cleaning computer, reseating boards and re-calibrating voltages
- Updating software to latest possible maintenance release
- CEROS II PM includes:
- Calibration, alignment/adjustment and cleaning of CEROS II microscope and camera
- Replacement of standard parts (Microscope bulb, Bios battery and disposables)
- Replacement of major parts as needed
- Checking and cleaning computer
- Updating software to latest possible maintenance release
On-site Basic Training in Conjunction with PM Visit
Basic refresher training on CASA system software will be provided at time of Preventive Maintenance visit.
If more substantial training of personnel is needed, an extra cost will be incurred.
Return Shipping of System
With the CASACare Plus and CASACare Elite Service Plans, Hamilton Thorne will cover cost of shipping system back to the factory in the event the system needs to be returned for service.
Return Shipping Box Included
If needed, an IVOS box with proper packing material will be shipped to the customer if the original box is not available.
| URL | Description | File size |
|---|---|---|
  Service Agreement Terms and Conditions | 90 kB | |
| CASACare Service Brochure | 2994 kB |