Service Trust Center
Buying the equipment is the start of the relationship, not the end of it. This page sets out exactly what you can rely on from Unimeditrek Pvt. Ltd. after the sale — our commitments, our plans, how a request flows, and how to escalate if you ever need to.
Six commitments we hold ourselves to
Plain promises, not fine print. These are the standards our service team works to on every request.
Every request is logged & tracked
Raise a request by serial number and it becomes a ticket with a status you can follow to closure — nothing lives only in someone's inbox.
We acknowledge quickly
We aim to acknowledge every service request within one working day and begin remote diagnosis immediately, so you are never left waiting to be heard.
No surprise costs
For any out-of-warranty chargeable work we send a written rectification quotation first. Nothing chargeable happens without your approval.
Genuine parts, trained engineers
Repairs use genuine spare parts fitted by trained engineers — not improvised substitutes that fail again a month later.
Documented every visit
Installation, preventive maintenance, breakdown and calibration visits are recorded against your equipment with a digital service certificate.
Renewals never slip quietly
Warranty, AMC and CMC periods are tracked so preventive visits and renewals are prompted in time — protecting uptime and accreditation.
Choosing the right maintenance contract
After warranty, an annual contract keeps uptime high and cost predictable. The difference is simple: a CMC also includes spare parts.
| What's covered | AMC Annual Maintenance Contract | CMC Comprehensive Maintenance Contract |
|---|---|---|
| Preventive maintenance visits | ✓ | ✓ |
| Breakdown service & engineer labour | ✓ | ✓ |
| Remote technical support | ✓ | ✓ |
| Priority response | ✓ | ✓ |
| Calibration support | ✓ | ✓ |
| Digital service certificates | ✓ | ✓ |
| Genuine spare parts | At extra cost (on quote) | ✓ Included |
| Best for | Labs holding their own spares budget | Fully-covered, predictable annual cost |
Get an AMC/CMC proposal Exact scope, response times and pricing are defined in your contract.
From request to resolution — you can see every step
What "priority" actually means
Acknowledge
We aim to acknowledge every request within one working day and start remote diagnosis at once.
Remote first
Many issues are settings, consumables or technique and are resolved remotely — often the same day, no visit needed.
On-site visit
Where a visit is needed, it is scheduled by the priority in your warranty or AMC/CMC — critical instruments first.
These are our service targets. Contractual response and resolution times for your specific equipment are set out in your warranty or AMC/CMC agreement.
A clear escalation path
If a request is stuck or a response falls short of what's promised here, escalate — we want to know.
Service & support — common questions
What is the difference between AMC and CMC?
Both cover preventive maintenance, breakdown service, engineer labour, remote support and calibration. A CMC (Comprehensive Maintenance Contract) additionally includes genuine spare parts, so your annual cost is fully predictable; under an AMC, spare parts are charged separately on a quotation.
How quickly will you respond to a service request?
We aim to acknowledge every request within one working day and begin remote diagnosis immediately. On-site visits are scheduled by the priority set in your warranty or AMC/CMC agreement, which defines the contractual response times for your equipment.
Will I be charged without knowing?
No. For any out-of-warranty chargeable work we send a written rectification quotation first, and nothing chargeable proceeds without your approval.
How do I escalate if my request is stuck?
Contact the service desk on WhatsApp +91-9810533445 or +91-9810533445 with your ticket reference; if unresolved, email sales@unimeditrek.com with subject "ESCALATION"; genuine service failures are reviewed at management level.
How do I check if my equipment is still under warranty?
Enter your machine serial number on our service page and warranty is checked instantly — in-warranty complaints raise a free service ticket, out-of-warranty gets a one-time rectification quotation.