FlexCHOICE mySystem Coverage

FlexCHOICE Instrument Service Coverage

Productivity up. Costs? Way down.​

Productivity up. Costs? Way down.​

Unexpected downtime can drastically impact your organization’s ability to help customers and forward innovation. 82% of organizations experienced at least one unplanned outage involving critical assets over the past three years — resulting in lost production costs of an average $260,000 an hour.1​

With Waters FlexCHOICE: mySystem Coverage2, you can safeguard against lost productivity and unexpected downtime with our three coverage options designed for your unique lab requirements.​

FlexCHOICE Instrument Service Coverage

1Vanson Bourne and ServiceMax, 2021.​

2Soon available in all regions.​

Overview

  • Reduce expensive downtime and optimize lab productivity and uptime​

  • Maintain system peak performance​

  • Address stringent compliance requirements​

  • Manage and control costs​

Customize your contract

Customize your contract

Waters Service and Support Coverage helps you optimize your lab’s productivity while addressing your budget priorities. ​​Customize the level of support and length of your contract based on your lab’s needs with the simplified FlexCHOICE ordering process, which provides easy-to-understand coverage descriptions, streamlined quotations, contracts, and invoices.​

Which FlexCHOICE Plan Suits Your Lab’s Needs?

FlexCHOICE
Performance Maintenance

FlexCHOICE
Performance Maintenance

Superior maintenance care to ensure consistently peak performance

  • Waters Labor Parts and Travel Coverage for One Scheduled Performance Maintenance (PM) per year
  • Annual coverage which can be purchased post-warranty period

Additional Privileges

  • Priority Waters Remote Support
  • Access to Waters Knowledge Base
  • Firmware Updates at time of PM

Best If

Your Instrument usage is low to medium or sporadic, and you can accommodate some downtime, but you do not have internal resources available to perform preventative maintenance

Available Discounts

On Parts/Labor/Travel for all repairs outside the performance maintenance visit4

Available Additional Services

Additional Performance Maintenance Events for challenging samples and harsh solvents

FlexCHOICE
Service and Support

FlexCHOICE
Service and Support

Predictable service repair costs to minimize downtime

  • Waters Labor Parts and Travel Coverage for All Major Repairs3
  • Coverage for 2-5 years if purchased with instrument and 1-4 years if purchased  post-warranty period

Additional Privileges

  • Priority Waters Remote Support
  • Access to Waters Knowledge Base

Best If

Your instrument usage is medium to high, uptime is important, but you have internal resources available to perform preventative maintenance activities

FlexCHOICE Service and Support with Performance Maintenance

FlexCHOICE Service and Support with Performance Maintenance

Comprehensive repair and maintenance to ensure peak performance and productivity

  • Waters Labor Parts and Travel Coverage for All Major and Minor Repairs and One Performance Maintenance per year5
  • Coverage for 2-5 years if purchased with instrument and 1-4 years if purchased post-warranty period

Additional Privileges

  • Priority Waters Remote Support
  • Access to Waters Knowledge Base
  • Firmware Updates at time of PM

Best If

Your instrument usage is high, uptime is critical, and you prefer a Waters trained service engineer to perform repair and preventative maintenance and/or you need additional services

Available Discounts

  • 20% on Hardware Upgrades
  • 15% on Educational Services

Available Additional Services

  • Additional Performance Maintenance
  • Instrument Qualification Services
  • Ion Source Cleaning for Mass Spectrometer
  • HPLC/Optical Detector Calibration 
Find out more about

Additional Service Plan Options

Additional Service Plan Options

Clinical level response time for remote support and repair visits to ensure uninterrupted operation

  • Waters Labor Parts and Travel Coverage for All Major and Minor Repairs and One Performance Maintenance per year with 48 hour on-site response guarantee6 and 2 hour remote response guarantee of escalated events6
  • Coverage for 2-5 years if purchased with instrument and 1-4 years if purchased post-warranty period

Additional Privileges

  • Confirmation of System Performance After Every Field Service Engineer/Specialist Intervention
  • Priority Waters Remote Support
  • Access to Waters Knowledge Base
  • Firmware Updates at time of PM

Best If

Your clinical LC-MS system is routinely used to obtain results which factor into decisions regarding patient health, instrument uptime is critical to your operations, and you prefer a trained Waters service engineer to perform system maintenance and all repairs

Available Discounts

  • 20% on Hardware Upgrades
  • 15% on Educational Services

Available Additional Services

  • Additional Performance Maintenance Instrument Qualification Services
  • Ion Source Cleaning for Mass Spectrometer
  • HPLC/Optical Detector Calibration

Legacy Instrument Service Plans and Warranty Details

Premier Assurance Plan​

Premier Assurance Plan​

Our most comprehensive service plan, Waters Premier Assurance Plan* is designed for the laboratory that wants the highest level of service. ​

The Premier Assurance Plan provides a personalized web portal to track service and Performance Maintenance history and the highest-priority on-site repairs, typically within 48 hours.​​

*Where available.​

Total Assurance Plan and Warranty ​

Total Assurance Plan and Warranty ​

Waters Total Assurance Plan and Total Assurance Warranty incorporate our most commonly requested support features. They are designed for a laboratory looking for performance maintenance and the reassurance that they can get on-site support if an issue should arise.​

Available during the first 90 days of system ownership, the Total Assurance Warranty plan extends your limited product warranty to give you full support coverage for a total of two years at significant savings.​

Performance Maintenance Plan​

Performance Maintenance Plan​

The Waters Performance Maintenance Plan is designed for the laboratory with a limited budget that wants to ensure dependable operation and minimize unscheduled downtime. The plan includes an annual Performance Maintenance visit and a discount for other on-site repair calls. ​

During the visit, your Waters Field Service Engineer replaces normal wear-and-tear maintenance parts based upon a protocol developed specifically for your instrument. The engineer also looks for signs of wear, corrosion, and damage to key parts in order to correct problems before they impact your productivity.​

Basic Assurance Plan and Warranty​

Basic Assurance Plan and Warranty​

Waters Basic Assurance Plan and Basic Assurance Warranty are designed for the laboratory that wants to leverage in-house resources and be protected against major repairs.

The Basic Assurance Plan includes on-site repairs and telephone support, with labor and travel for repair calls and Genuine Waters Quality Parts for repairs. The Basic Assurance Warranty is available at the time of instrument purchase and provides cost-effective protection for unscheduled repairs and peace of mind should a problem occur.​

3Excludes normal wear and tear, maintenance parts, and the labor to install them

4Discounts vary by geographic region

5Only during a Performance Maintenance or inspection visit will Waters Field Service Engineer/Specialist install customer- installable normal wear and maintenance parts. Normal wear and maintenance parts are defined as parts and components in PM kits

6For clinical systems only over a standard five-day working week during normal business hours. Customer will receive a contract extension on the affected system for each day Waters is delayed

Resources

Documents

Documents

FlexCHOICE Service Plans

FlexCHOICE Service Plans

Traditional Service Plans

Traditional Service Plans

What do you want to do?

What do you want to do?
Need Help?

Related

Instruments and Systems​
UPLC, HPLC, LC-MS, LC-MS/MS, GC-MS, and MALDI instruments, systems and components.

Instrument Services​
Waters extensive portfolio of LC and LC-MS instrument support, qualification and services offer quality, knowledge, and reliability for optimum lab productivity.

Instrument Upgrades​
Benefit from new developments in LC and LC-MS technology by upgrading your Waters instrument to increase productivity with new analytical capabilities and reduce cost of ownership.

Lab Compliance & Qualification Services
Ensure lab compliance needs are met for UPLC, UHPLC, HPLC, GC, GC-MS, and LC-MS systems with Waters Qualification Services.
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Maintaining laboratory instruments is essential for ensuring accurate results, regulatory compliance, and cost efficiency. Waters FlexCHOICE: mySystem Coverage offers flexible service plans that help minimize downtime, optimize productivity, and extend instrument lifespan. Designed to meet the unique operational and financial needs of laboratories, this program provides tailored support while keeping maintenance costs predictable.

Instrument failures can disrupt workflows, delaying research and production. To prevent such setbacks, FlexCHOICE: mySystem Coverage includes proactive maintenance, regular servicing, and fast response times. Remote troubleshooting and expert technical support ensure that issues are addressed quickly, reducing downtime and keeping instruments running efficiently. By preventing unexpected breakdowns, labs can maintain consistent productivity without interruptions.

Ensuring reliable performance is a top priority for laboratories, and regular servicing plays a key role in achieving this. Waters-certified engineers and specialists provide expert support to optimize instrument function, troubleshoot problems, and maintain peak performance. This minimizes fluctuations in analytical results, allowing labs to focus on their research without worrying about equipment failures.

Regulatory compliance is another critical aspect covered by FlexCHOICE: mySystem Coverage. The program helps laboratories adhere to industry standards such as Good Laboratory Practices (GLP) and Good Manufacturing Practices (GMP). Qualification and calibration services, along with comprehensive documentation, ensure that instruments meet regulatory requirements and remain audit-ready at all times.

Cost management is an important consideration for laboratories, and this program offers multiple service plan options to suit different budgets and needs. Full-service plans provide comprehensive maintenance, repair, and compliance support, while preventive maintenance plans focus on scheduled servicing to enhance instrument longevity. For labs requiring occasional support, on-demand services offer flexible, pay-as-you-go options. With predictable costs, labs can plan their expenses efficiently and avoid unexpected repair bills.

Waters FlexCHOICE: mySystem Coverage is backed by a global network of certified engineers and technical specialists, ensuring expert service and support. By selecting the right coverage, laboratories can reduce downtime, improve operational efficiency, and maintain compliance without disruptions. This program provides a proactive approach to instrument care, helping labs keep their systems in top condition while focusing on their core analytical and research activities.

FlexCHOICE mySystem Coverage FAQ

What types of systems are eligible for FlexCHOICE mySystem Coverage?
FlexCHOICE mySystem Coverage is designed to support a wide range of Waters analytical platforms. Eligible systems include UPLC®, HPLC, LC-MS, and detector modules such as UV/Vis, PDA, RI, ELS, and MS detectors, as well as sample managers, solvent managers, and column compartments. The program is ideal for laboratories using integrated systems or mixed configurations and is applicable across multiple industries, including pharmaceutical, academic, environmental, and food testing. The flexibility of FlexCHOICE ensures that both standalone instruments and complete multi-module systems can be supported under a single, streamlined agreement.

Can I customize my FlexCHOICE coverage based on my lab’s needs?
Yes, FlexCHOICE mySystem Coverage is fully customizable, allowing you to tailor the plan to your lab’s operational requirements, budget, and system usage. You can choose from various levels of support, such as comprehensive repair coverage, preventive maintenance, priority on-site response, or remote support options. Additional services—such as compliance support, system qualification (IQ/OQ), or training—can also be included. Whether your focus is uptime assurance, regulatory readiness, or cost control, FlexCHOICE provides adaptable solutions that evolve with your laboratory’s needs throughout the instrument lifecycle.

Does FlexCHOICE mySystem Coverage include preventive maintenance visits?
Yes, preventive maintenance (PM) is a standard part of most FlexCHOICE mySystem Coverage plans. PM visits are conducted by certified Waters service engineers and include a thorough inspection, cleaning, replacement of worn components, system testing, and performance verification. These visits are scheduled proactively to help minimize unexpected downtime, extend system life, and maintain consistent performance. PM services are especially valuable for regulated labs, as they support GMP/GLP compliance and ensure instruments continue to meet manufacturer specifications.