HomeMy WebLinkAboutQiagen LLC-Service Agreement_D-25-449.pdf D-25-449
11 *404
0*000
QIAGEN
05/20/2025
Jeff Bulawit QIAGEN LLC
Fresno County Human Services 19300 Germantown Road
Germantown
1221 Fulton Street
MD 20874-1415
Building Public Health Lab USA
Fresno, California
servicecontracts@giagen.com
93702
Customer Number 92404
Hana Austria
hana.austria@giagen.com
Quotation for Service Support Agreements-250122US01887638HA
Dear Jeff Bulawit,
We would like to advise you that the Service Agreement for your instrument(s)is expiring shortly.To ensure the
continued performance of your automated application,we suggest to renew this Service Agreement.
Attached to this letter, please find an agreement quotation.For renewal,please return a signed copy of the quotation
together with your purchase order number.The Service Agreement will start upon the date indicated in the agreement
text.
If you have questions,or if you would like more information,please contact us directly or visit us at www.qiagen.com.
We look forward to help you in getting the most from your QIAGEN Instrumentation.
Sincerely,
Your QIAGEN Team
Page 1 of 5
QIAGEN LLC 119300 Germantown Road I Germantown,AID 20674-1415 1 US Orders:800-426-8157 1 Fax:800-718-2056 www.oagen.com
00000
QIAGEN
Agreement Number 250122US01887638HA
Quote requested by:
Jeff Bulawit
Fresno County Human Services
1221 Fulton Street
Building Public Health Lab
Fresno, California
93702
Phone:+15596006392
Fax:
jbulawit@fresnocountyca.gov
Customer Number 92404
Quote Line Item Catalog Unit Price Total Price
Number Quantity # Product [USD] [USD]
08371036 1 9245208 QlAcube Connect, Full Agreement 4,388.00 4,388.00
08371037 1 9245208 QlAcube Connect,Full Agreement 4,388.00 4,388.00
Quote Total[USD]:8,776.00
Included Service Agreement Products:
Quote Line Item Number 08371036: QlAcube Connect,Full Agreement[Contract duration(in months):12]
Cat No. Payment Unit Price[USD] Total Price[USD]
9245208 Annual 4,388.00 4,388.00
Description:
Repair service delivery:onsite Service response time(repair):2 business days
Periodic inspection/maintenance:yes, 1/agreement year
Inspection/maintenance delivery:onsite
Cost coverage for repair parts:yes,full coverage
Cost coverage for labor:yes,full coverage
Cost coverage for travel:yes,full coverage
Replacement system(Loaner)provision:not applicable
Transportation cost coverage:not applicable
Validity: 04/03/2025-04/02/2026
This agreement is valid for the following instrument:
#QlAcube Connect,856
Quote Line Item Number 08371037:QlAcube Connect,Full Agreement[Contract duration(in months): 12]
Cat No. Payment Unit Price[USD] Total Price[USD]
9245208 Annual 4,388.00 4,388.00
Description:
Repair service delivery:onsite Service response time(repair):2 business days
Periodic inspection/maintenance:yes, 1/agreement year
Inspection/maintenance delivery:onsite
Cost coverage for repair parts:yes,full coverage
Cost coverage for labor:yes,full coverage
Cost coverage for travel:yes,full coverage
Replacement system(Loaner)provision:not applicable
Transportation cost coverage:not applicable
Validity:04/03/2025-04/02/2026
This agreement is valid for the following instrument:
#QlAcube Connect, 886
Page 2 of 5
QIAGEN LLC 1 19300 Germantown Road I Germantown.MD 20874-1415 1 US Orders:800-42G-8157 I Fax:800-718 205G 1 vr.rre.1ingen.com
*09*0
QIAGEN
Agreement Number 250122US01887638HA
Invoice As listed under"Payment"
Terms Net 45 Days upon Invoicing
Offer validity Valid From:01/22/2025
Valid To:06/31/2025
Your Contact Hana Austria
Service Inside Sales
hana.austria@giagen.com
We would be pleased to receive your order. If you require any further information,please do not hesitate to contact us.
This offer was created electronically and is valid without signature.
This offer is expressly made conditional on customer's acceptance of QIAGEN's terms and conditions for sale and/or
service,as applicable,found at Terms and Conditions(giagen com)(the'QIAGEN Terms").Customer's submission of a
purchase order or similar documentation in response to this quotation is considered acceptance by the customer of the
QIAGEN Terms regardless of any additional or different terms or conditions which may be contained within customer's
purchase order,form terms and conditions(including on customer's website),or similar documentation('Customer
Terms"),all of which are hereby expressly rejected by QIAGEN unless expressly accepted by QIAGEN in writing.In the
event of a conflict between the QIAGEN Terms and any terms expressly set forth on the face of this offer,the terms set
forth on the face of this offer shall prevail. In the event that the parties have duly executed a master purchase or service
agreement covering the products and/or services set forth in this offer,the terms and conditions of such signed
agreement shall prevail over the QIAGEN Terms and Customer Terms.
Quote accepted by: County of Fresno
General Services Department- Purchasing
Purchasing Manager: Riley Blackburn
�J
Signature: Date: 6-20-2025
Page 3 of 5
QIAGEN LLC 1 19300 Germantown Road�Germantown,NID 20874-1415 1 US Orders:800-426-8157 1 Fax:800-7'18-2056 1•www.clogen.com
STATEMENT ON COMPLIANCE WITH EXPORT REGULATIONS
1. QIAGEN is required by applicable sanctions laws to contractually prohibit the re-export of goods to the Russian Federation and Belarus.Therefore,any delivery of
QIAGEN products is contingent on the customers commitment to comply with said restrictions.
2. By placing an order for QIAGEN products,you hereby agree not to sell,export or re-export,directly or indirectly,any QIAGEN products to the Russian Federation
or Belarus or for use in the Russian Federation or Belarus.
3. Any violation of the obligations stated above shall constitute a material breach of an essential element your purchase agreement with QIAGEN,and QIAGEN shall
be entitled to seek appropriate remedies including,but not limited to an immediate termination of the contractual relationship and discontinuation of further deliveries.
ERKLARUNG ZUR EINHALTUNG DER AUSFUHRBESTIMMUNGEN
1. QIAGEN ist aufgrund geilender Sanktionsgesetze verpflichtet,die Wiederausfuhr von Waren in die Russische Federation and nach WeiRrussiand vertraglich zu
untersagen.Daher ist jede Lieferung von QIAGEN-Produkten davon abhangig,class sich der Kunde verpflichtet,die genannten Beschrankungen einzuhalten.
2. Mit der Bestellung von QIAGEN-Produkten verpt ichten Sie Bich,keine QIAGEN-Produkte direkt odor indirekt in die Russische Fdderation oder nach WeifSrussland
odor zur Verwendung in der Russischen Federation oder Weigrussland zu verkaufen,zu exportieren oder zu reexportieren.
3. Jeder Versto(3 gegen die oben genannten Verpflichlungen stellt eine wesentliche Verietzung ernes wesentlichen Bestandteils Ihres Kaufvertrags mil QIAGEN der,
and QIAGEN ist berechtigt, angemessene Abhilfemaf3nahmen zu ergreifen, einschlieRlich, aber nicht beschrankt out eine sofortige Beendigung des
Vertragsverhaltnisses and die Einsletiung weiterer Lieferungen.
xff'Akf ib M 1*94n) BA
1. 4RjjEtlr k)S1lrj,—ziTR-;r QIAGEN o�=P A±441#jP JrQTOM5 911JcN3,pn15 ®IYL. 11-(°7 QIAGENN P1 6:1r'P.A1- jj!T'f±5,;� S1 99�_
2. —j.TAQIAGEN?1c1, AP T f7 � # xla�l t7 �3�rlc$$�il��� r l4. AIQ�c �[7fs1�lQIAGEN ace. thT f'sfitQIAGEN avo)��11 �jtjrlPc 3
3. I1E AAK-Ltl.*;"T:l]IMit4h23�12.4QIAGENA24tA a:PItJ i?;Ix 41XAi-j. QIAGEN;4&;KIRI,z 3�*4• z411.ce. 1-111-a-TPRT-t&PilpIE L:(Rt#1E
ERKLIERING OM OVERHOLDELSE AF EKSPORTREGLER
1. QIAGEN er i henhold tit gaeldende sanktionslove forpligtet til kontraktligt at forbyde reeksport of varer tit Den Russiske Federation og Hviderusland.Derfor er enhver
levering of QIAGEN-produkter betinget of,at kunden forpligter sig til at overholde disse restriktioner.
2. Ved at afgive en ordre ph QIAGEN-produkter accepterer du harmed ikke at saetge,eksportere eller reeksportere,direkte eller indirekte,nogen QIAGEN-produkter
til Den Russiske Federation eller Hviderusland eller tit brug i Den Russiske Foderation eller Hviderusland.
3. Enhver overtraadelse of ovennaevnle forpligtelser udgor an vaesentlig overtraadelse of at vassentligt element i din kobsaftale med QIAGEN,og QIAGEN or berettiget
til at sage passende afhjaelpning,herunder,men ikke begraanset til,an ojeblikkelig ophaavelse of konlraktforholdet og afbrydelse of yderiigere leverancer.
VERKLARING BE7REFFENOE DE NALEVING VAN EXPORTVOORSCHRIFTEN
1. QIAGEN is door de loepasselijke sanctiewetgeving verplicht am de wederuitvoer van goederen near de Russische Federatie an Wit-Rusland contractueel to
verbieden.Daarom is elke levering van QIAGEN-producten afhankelijk van de toezegging van de klanl am zich aan doze beperkingen to houden.
2. Door het plaatsen van een beslelling voor QIAGEN produclen stemt u er hierbij mee in geen QIAGEN producten direct of indirect to verkopen,exporteren of
herexporteren near de Russische Federatie of Wit-Rusland of voor gebruik in de Russische Federatie of Wit-Rusland.
3. Elko schending van de hierboven vermelde verpiichtingen vormt een wezenlijke schending van een essentieei element van uw aankoopovereenkomst met QIAGEN,
an QIAGEN heeft het recht am passende rechtsmiddelen aan to wenden,met inbegrip van,moor niet beperkt tot,onmiddellijke beeindiging van de contractuele
relatie en stopzetting van verdere leveringen.
LAUSUNTO VIENTIMANNOSTEN NOUDATTAMISESTA
1. Sovellettavien pakotelakien mukaan QIAGENin on sopimuksin kiellettava lavaroiden jalleenvienti Venajan federaatioon ja Valko-Venajalle.Taman vuoksi QIAGENin
tuotteiden toimittarnmen edeilyttaa,etta asiakas sitoutuu noudattamaan mainittuja rajoituksia.
2. Tilaamalla QIAGENin tuotteita asiakas sitoutuu taten olemaan myymatta, viematla tai jaileenviematl8 suoraan tai valillisesti QIAGENin tuotteita Venajan
federaatioon tai Valko-Venajalle tai kaytetlavoksi Venajan federaatiossa tai Valko-Venajalla.
3 Ecletla mainittujen velvoitteiden rikkominen merkitsee QIAGENin kanssa tekemasi ostosopimuksen olennaisen osan olennaista rikkomista,ja QIAGENiila on oikeus
hakea asianmukaisia korjaustoimenpiteita,mukaan lukien,mutta or rajoittuen,sopimussuhteen v8lilon irtisanominen to uusien toimitusten keskeyttammen.
DECLARATION DE CONFORMITE A LA REGLEMENTATION SUR L'EXPORTATION
1. QIAGEN est tenu,par les lois sur les sanctions applicables,d'interdire contractuellement to reexportation de merchandises vers to Federation de Russia et to
Bielorussie.Par consequent,toute livraison de produits QIAGEN est subordonnee a 1'engagement du client a respecter cesdites restrictions
2. En passant commande de produits QIAGEN,vous vous engagez par to presenle 8 ne pas vendre,exporter ou reexporter,direclement ou indirectement,des
produits QIAGEN vers la Federation de Russie ou to Bielorussia ou en vue d'une utilisation dons la Federation de Russia ou la Bielorussie.
3. Toute violation des obligations enoncees ci-dessus consfituera une violation materielle d'un element essential de votre control d'achat avec QIAGEN,et QIAGEN
sera an droit de demander les reparations appropriees,y compris,mais sans s'y limiter,la resiliation immediate de la relation contractuelle at 1'interruption des
livraisons ulterieures
DICHIARA210NE DI CONFORMITA ALLE NORME SULUESPORTA210NE
1. QIAGEN e tenuta,in base alle leggi suite sanzioni applicabili,a wetare contraltualmente to nesportazione di merci nella Federazione Russo a in Bielorussia.Pertanto,
qualsiasi consegna di prodotti QIAGEN a subordinata all'impegno del cliente a rispettare tali reshizioni.
2. Effettuando un ordine per i prodotti QIAGEN,it cliente accetta di non vendere,esportare o riesportare,direttamente o indirettamente,alcun prodotto QIAGEN nella
Federazione Russo o in Bielorussia o per I'uso nella Federazione Russa o in Bielorussia.
3. Qualsiasi violazione degli obblighi di cui supra costiluir8 una violazione sostanziale di un etemento essenziale del vostro contralto di acquisto con QIAGEN,e
QIAGEN aVra it diritto di cercare rimedi appropriati,tra cui,me non solo,la risoluzione immediate del rapporto conlrattuale a t'interruzione di uiterion consegne.
18WA?A3#Cf(:N$3)IM
1. QIAGEN (g, i�A1c� 1zaS)f5is( �Il. ❑i� 13Ei�U^�JL—i^��e�4J mar<7�'tr`iF a�ri ief lf(fh lT if-D-L. QIAGEN 'cp
2. ji:r, 4, QIAGEN *co za �(=�tJ. ❑ii i!$R#�L<G#^7Jt—i^, J_( Di7'$ P;L<(�^7JI—iZ"1 Izaf_�L . #saf(vRl1
3. jt{ft: QIAGEN QIAGEN(9, x4,at8EI r.OJCPa3 fs 1A A q3
ERKL/ERING OM OVERHOLDELSE AV EKSPORTBESTEMMELSER
1. QIAGEN er pblagl av gjeldende sanksjonslover A kontraktsfeste forbud mot reeksport av varer tit Den russiske foderasjon og Belarus.Derfor er enhver levering av
QIAGEN-produkter betinget av at kunden forplikter seg til A overholde nevnle restriksioner.
2. Ved A Iegge inn an bestilling ph OIAGEN-produkter samtykker du herved i A ikke selge,eksportere eller reeksportere,direkte eller indirekte,QIAGEN-produkter til
Den russiske foderasjon eller Hviterussland eller tit bruk i Den russiske foderasjon eller Hviterussland.
3. Ethvert brudd ph forpliktelsene nevnt ovenfor vil utgjore at brudd ph kjopekonlraktenrned QIAGEN,og QIAGEN forbeholder seg retten til A iverksette rimelige
ltllak,inkludert,men ikke begrenset til,an umiddelbar oppsigelse ov kjopekontraktenog stans av videre leveranser.
OSWIADCZENIE O ZGODNOSCI Z PRZEPISAMI EKSPORTOWYMI
1. No mocy obowiazujgcych przepis6w dotyczacych sankcji firma QIAGEN jest zobowigzana do umownego zakazri reeksportu towar6w do Federacji Rosyjskiej i do
Bialorusi.Dlatego kazda dostawa produkl6w firmy QIAGEN jest uzalezniona od zobowiazania Klienta do przestrzegania wspomnianych ograniczen.
2. Skladajgc zam6wienie no produkty firmy QIAGEN,Klient niniejszym zgadza siq nie sprzedawa6,nie eksportowad ani nie reeksportowa6,bezpotrednio lub potrednio,
zadnych produkt6w firmy QIAGEN do Federacji Rosyjskiej lub do no Bialorusi ani do uzytku w Federacji Rosyjskiej lub w Bialorusi.
3. Niezastosowanie sig do powyzszych zobowigzan bgdzie stanowi6 razgce naruszenie istotnego elemenlu umowy zakupu zawartej przez Klienta z flrmq QIAGEN,
a firma QIAGEN bqdzie uprawniona do zastosowania odpowiednich Arodk6w zaradczych,w tym migdzy innymi do natychmiastowego rozwiazania stosunku
umownego i zaprzestania dalszych dostaw.
DECLARAqAO DE CONFORMIDADE COMAS NORMAS DE EXPORTACfAO
1. A QIAGEN 6 obrigada pelas leis de sang6es aplicAveis a proibir contratualmente a reexportagao de mercadorias para a Federagao Russo a Bielorrussia Desta
forma,qualquer entrega de produtos QIAGEN depende do compromisso do cliente am cumprir com as restngOes.
2. Ao efetuar uma encomenda de produtos QIAGEN,o cliente concorda am n6o vender,exporter ou reexportar,direta ou indiretamente,quaisquer produtos QIAGEN
pare a Federagao Russo ou Bielornissia ou pare utilizagao no Federagao Russa ou Bielorrussia.
3. Qualquer violagao das obrigag0es acima referidas constituira uma violagao material de um elemento essencial do seu acordo de compra com a QIAGEN,e a
QIAGEN lard o direito de procurer solug3es adequadas,incluindo,mas nao se limitando a,uma rescisao imediata do relagao contratual e a interrupgao de outras
enlregas.
DECLARAGAO DE CONFORMIDADE COMAS NORMAS DE EXPORTAC;AO
1. A QIAGEN 6 obrigada pelas leis de sang6es aplicAveis a proibir contratualmente a reexportagao de mercadorias pare a Federagao Russa a Belarus.Portanto,
qualquer entrega de produtos da QIAGEN depende do compromisso do cliente am cumprir com tais restrigoes.
2. Ao fazer um pedido de produtos do QIAGEN,o cliente concords am nao vender,exporter ou reexportar,direta ou indiretamente,quaisquer produtos do QIAGEN
pare a Federagao Russa ou BielorMssia ou pare use na Federagao Russa ou Bielorrussia.
3. Qualquer violagao das obdgag0es deciaradas acima constiluir3 uma violagao material de um elemento essencial de seu contrato de compra com a QIAGEN,e a
QIAGEN tern o direito de buster solug0es apropriadas,incluindo,mas nao se limitando a uma rescisao imediata do relagao contratual a interrupgao de outras
entregas.
DECLARAc16N SOBRE EL CUMPLIMIENTO DE LA NORMATIVA EN MATERIA DE EXPORTACI6N
1. QIAGEN estA obligada par las leyes de sanciones aplicables a prohibir contractualmente la reexportaci6n de mercancfas a to Federaci6n Rusia y Bielorrusia.Par
to tanto,cualquier entrega de productos QIAGEN depende del compromiso del cliente de cumplir con las restricciones.
2 AI realizar un pedido de productos QIAGEN,at cliente acepta no vender,exporter o reexportar,directs o indirectamente,ningun producto QIAGEN a la Federaci6n
Rusia o Bielorrusia a pare su use an to Federaci6n Rusia o Bielorrusia.
3 3.Cualquier violaci6n de las obligaciones establecidas anteriormente constituirA on incumplimiento material de un elemento esencial de su acuerdo de compra con
QIAGEN,y QIAGEN tendrA derecho a buscar soluciones adequadas,inctuyendo,pero sin limitarse a,la lerminaci6n inmediata de to relaci6n contractual y la
interrupci6n de futuras enlregas.
UTTALANDE OM EFTERLEVNAD AV EXPORTBESTAMMELSER
1. QIAGEN m6ste enligt gallande sanktionstagar forbjuda 6terexport av varor till Ryska federationen och Vitryssland.Darfor or all leverans av QIAGEN-produkter
beroende av kundens Atagande att f01ja dessa restriktioner.
2. Genom all lagga an bestallning ph QIAGEN-produkter samtycker du harmed till all inte salja,exportera eller Aterexportera,direkt eller indirekt,nAgra QIAGEN-
produkler till Ryska federationen alter Vitryssland eller for anvandning i Ryska federationen eller Vitryssland.
3 Varje overtradelse av de skyldigheter som anges oven kommer all utgora ett brottmot an del av dill kopeavtal med QIAGEN,och QIAGEN her dA ratt all sake
lampliga Atgarder inklusive,men inte begransat till,an omedetbar uppsagning av avtalsfdrhAllandet och avbrytande av yttertigare leveranser.
iHRACAT DUZENLEMELERINE UYUM BEYANI
1 QIAGEN,yururlukteki yaptinm yasalan geregi Rusya Federasyonu ve Belarus'a mallann yeniden ihracahni s0zle§meyle yasaklamakla y0kumlUdUr.Bu nedenle,
QIAGEN urunlerinin her turlu teslimatr,mugterilerm sOz konusu kisrtlamalara uyma taahhOdune baglidtr.
2. QIAGEN urunleri igin siparig vererek,herhangi bir QIAGEN Uranuno dogrudan veya dolaylr olarak Rusya Federasyonu veya Belarus'a satmamayi,ihrag etmemeyi
veya yeniden ihrag etmemeyi ya da Rusya Federasyonu veya Belarus'ta kullanmamayt kabul etmi;olursunuz.
3. Yukarnda belirtilen yukumluluklenn herhangi bir�ekilde ihlali,QIAGEN He satin alma sozle$menizin temel bir unsurunun onemli bir ihlali anlamina gelecektir ve
QIAGEN,sozle;me iligkismm derhal feshi ve sonraki teslimatlann durdurulmasi dahil ancak bunlarla smirlr olmamak uzere uygun g0zumlen arama hakkma sahip
olacaktu.
QIAGEN
April 2025
General Terms and Conditions for Service
Agreements in the Americas region
1 . DEFINITIONS
a) "Appropriate Environment" means, but is not limited to, the storage or operation of
the Equipment on a level surface, free of impacts and shocks, and in an ambient
atmosphere the temperature, pressure, and particle content of which have at all
times been within the tolerances of the Equipment as specified by QIAGEN.
b) "Customer" means the person or entity placing an order with QIAGEN for
Equipment, Service or Parts, as identified in the attached quotation.
c) "Equipment" means the molecular biology robotic workstations and/or any other
instrumentation as specifically designated in the attached quotation.
d) "Loaner instrument" means the instrument with specifications similar to the
Equipment, made available to the Customer for the time necessary to provide the
Service.
e) "Part(s)" means the component good(s) sold or otherwise delivered to Customer by
QIAGEN as may be required for the Service.
f) "QIAGEN" means the QIAGEN sales entity with its registered business
address that is stated on the applicable quotation or order confirmation.
For Customers located in the United States of America, "QIAGEN" means
QIAGEN, LLC.
g) "Response time" means the time from QIAGEN's logging of Customer's request for
service following its receipt of all relevant information from the Customer as further
detailed in Section 6(h) below, to QIAGEN's dispatch of a Service specialist or
receipt of the Equipment in the regional repair center ("RRC"), as applicable. In the
Sample • Insight
event that QIAGEN determines in its sole discretion that a Service specialist should
be dispatched, QIAGEN will use commercially reasonable efforts to have the
Service Specialist on site within the same period of time.
h) "Service" means activities performed by QIAGEN, or by QIAGEN's authorized
representative, including but not limited to, removal, maintenance, repair, overhaul,
replacement, and inspection of Equipment.
i) "Service Agreement" means the specific type of agreement entered into by Customer
and QIAGEN for Service and/or Parts as specified on the attached quotation and
further detailed in Appendices A through D attached hereto, as applicable.
j) "Standard Business Hours" means 8 a.m. to 5 p.m. Monday through Friday,
excluding U.S. national holidays.
2. TERMS AND CONDITIONS
a) The Service Agreement shall be comprised of and governed by the attached
quotation, if any, and these Terms and Conditions, including the relevant appendix
hereto ("Terms"). All other terms or conditions of service, purchase, sales, or
otherwise shall be binding only if duly executed by a legally authorized
representative of QIAGEN. Any other terms, conditions, or provisions whether
proposed by Customer orally or in writing, shall be of no effect and the sale of
Part(s) or performance of Service by QIAGEN shall not constitute acceptance of
such other terms, conditions, or provisions. These Terms shall override and
supersede any previous negotiations, agreement, or arrangement between
QIAGEN and Customer in relation to the supply of the Service and/or Part(s).
b) Information and advice given orally or contained in QIAGEN's publicity material,
advertisements, catalogues, or correspondence between QIAGEN and Customer
outside of any period of Service coverage is given gratuitously and without liability
on the part of QIAGEN and shall not form part of the Service Agreement.
c) Except as specifically stated in the Service Agreement, QIAGEN makes no warranty
or representation (whether express or implied by statute, law, custom or usage) as to
2 General Terms and Conditions for Service Agreements 04/2025
the nature, quality or fitness of Part(s) or as to their conformity with any description
or sample.
3. ELIGIBILITY
a) Equipment is automatically deemed eligible for inclusion under a Service
Agreement, provided that it is located in the country encompassing QIAGEN's
registered business address as stated on the applicable quotation or order
confirmation and covered by a valid QIAGEN warranty or pre-existing
QIAGEN Service Agreement immediately prior to the commencement date of the
new coverage period, and previous Service has been exclusively performed by
QIAGEN or QIAGEN's authorized representative.
b) Equipment not falling within clause 3(a) shall be subject to inspection and possible
repair by QIAGEN, before being deemed eligible for inclusion under a Service
Agreement. QIAGEN shall notify Customer of its eligibility for coverage under a Service
Agreement. Customer shall be charged QIAGEN's standard non-contract rates in
effect at that time for all labor, Part(s) and other expenses incurred for this
inspection and for any corrective maintenance required to restore the Equipment to
a state of eligibility for inclusion under a Service Agreement. The Service
Agreement shall be purchased within thirty (30) days of such approval, and the
commencement date of the Service Agreement shall be designated as the day following
of such approval. If the purchase of the Service Agreement is not accomplished
within such thirty (30) days, another inspection and approval shall be required by
QIAGEN and shall be performed at QIAGEN's non-contract standard rates.
c) Unless otherwise specifically agreed in writing by QIAGEN, the Service Agreement
will not cover any Equipment: (i) which has been misused, or subjected to unusual
physical or electrical stress; (ii) which is modified by Customer- without the prior
consent of QIAGEN; (iii) which has been serviced, or had service attempted, by
anyone other than QIAGEN, or QIAGEN's authorized representatives; (iv) which
has been purchased from a source other than QIAGEN or its authorized resellers or
distributors; (v) which has been relocated, including, but not limited to outside the
General Terms and Conditions for Service Agreements 04/2025 3
contiguous geographic borders of the country, without the prior consent of
QIAGEN; (vi) which resides in a location where QIAGEN has insufficient resources
to provide adequate Service,- or (vii) which has been used for more than seven (7)
years from declaration by QIAGEN as obsolete.
4. COMMENCEMENT AND TERM
a) Unless otherwise specified in writing by QIAGEN, any quotation for Service or
Service Agreement submitted to Customer by QIAGEN is firm for, and will expire,
sixty (60) calendar days after the date of its issuance. The Service Agreement will be
effective (a) as of the date therein specified or (b) as of the date QIAGEN commences
the Service or supplies Part(s), whichever is the earlier ("Start Date").
b) The Service Agreement shall be effective for the validity period specified in the
attached quotation, if any, subject to earlier termination as provided for in clause
17. Otherwise, the Service Agreement shall be effective for the period of one (1)
year from the Start Date subject to earlier termination as provided for in clause 17.
The Service Agreement may be renewed upon the mutual written agreement of the
parties. QIAGEN reserves the right to renegotiate the terms of the Service Agreement,
including applicable pricing, as part of any renewal.
5. SERVICE
a) To keep the Equipment in good operating condition, QIAGEN agrees to provide
Customer with the Service under the Service Agreement. The Service includes
planned maintenance and/or corrective maintenance for the Equipment as
described in the Service Agreement. It is at QIAGEN's option to utilize new or
refurbished Part(s) to accomplish such maintenance. Any part replaced by QIAGEN
during Service shall become the property of QIAGEN and Customer shall ensure that
QIAGEN may take title to such part clear of any interest, claim, lien, or
encumbrance of any third party or shall in the alternative indemnify QIAGEN to
the value of the replacement cost of such part.
4 General Terms and Conditions for Service Agreements 04/2025
b) All Service shall be performed during QIAGEN's normal working hours i.e., 8:00
AM to 5:00 PM in the time zone where work is to be performed, Monday to Friday
(except for QIAGEN's published or National holidays), unless otherwise expressly
agreed in writing by QIAGEN.
c) For Services performed or Parts delivered not required by this Service Agreement,
QIAGEN's standard rates w i I I apply. QIAGEN may subcontract its duties
hereunder to a third party without the consent of Customer. Unless expressly
stated in the Service Agreement, coverage does not include (i) the supply of
consumables and accessories (including, without limitation, lamps, glass parts,
paper, filters, syringes, peristaltic pump tubing, air filters, diskettes, ink ribbons,
lighting connections, columns, thermostatic plates, detectors, spacers and
chemicals); (ii) any supplied computer(s), computing equipment and accessories
outside of the manufacturer warranty; (iii) the recovery of data in the event of loss or
damage to data carriers (including without limitation hard drives) and/or software;
(iv) modification to or relocation of Equipment, or (v) application assistance for
protocol/method development or Customer training. Any of the foregoing if not covered
by the Service Agreement can be quoted and performed separately by QIAGEN.
d) QIAGEN in its sole discretion may decide on the Equipment being repaired at the
RRC and will use commercially reasonable efforts to provide the Customer with a
Loaner Instrument either included as part of the Customer's Service Agreement or for
a fee to ensure the continuity of Customer's operations.
6. CUSTOMER'S RESPONSIBILITIES
a) Customer must maintain an Appropriate Environment for the Equipment and perform
the necessary planned maintenance checks for the Equipment according to the
procedures specified by QIAGEN to prevent Equipment failure, including without
limitation the leakage of lubricating fluids, hydraulic fluids and oils..
b) If the Service Agreement includes corrective repair service, Customer must promptly
notify QIAGEN of Equipment failure and allow QIAGEN on request full and free
access to the Equipment, subject to compliance with the applicable site policies.
General Terms and Conditions for Service Agreements 04/2025 5
c) Customer must provide the consumable supplies which are required for the Service,
unless otherwise noted in the Service Agreement. Upon request by QIAGEN,
Customer agrees to provide reasonable facilities required for the Service, such as
secure storage space, a designated work area with adequate heat and lighting, and
a local telephone line.
d) Customer must save a backup file of data including, without limitation, parameter
and performance data for the Equipment before the Service is provided by
QIAGEN. In addition, Customer shall be responsible for removing any Protected
Health Information from the Equipment prior to Service.
e) Customer will confirm in writing after the Service is provided by QIAGEN that
the Equipment is in good operating condition and is functioning as intended. Such
written confirmation may be accomplished via Customer's signature on the QIAGEN
Field Service Report.
f) Customer will maintain a safe working environment for QIAGEN's service personnel
and provide them with any appropriate information on the measures to take in case of
an emergency. Without limiting the foregoing, Customer shall ensure that the
working environment for QIAGEN's service personnel complies with all applicable
Centers for Disease Control (CDC) guidelines.
g) Customer will designate a contact person who is suitably experienced with the
Equipment.
h) In connection with each Service request, the Customer shall submit all information
necessary to properly diagnose and troubleshoot the fault reported (including,
without limitation logfiles, error codes, photos). QIAGEN reserves the right to
withhold dispatching a Service specialist if the Customer fails to provide adequate
information as requested by QIAGEN.
i) Once the Equipment is repaired and shipped back to Customer, the Loaner
Instrument shall be returned to QIAGEN, at QIAGEN's cost, within five (5) working
days. QIAGEN reserves the right to assess a late charge of $200 for each day of
delay beyond the fifth (5th) working day.
6 General Terms and Conditions for Service Agreements 04/2025
7. DELIVERY AND PERFORMANCE
a) Dates and time given for completion of Service or delivery of Part(s) are given as
estimates only and shall not constitute a term or condition of the Service Agreement.
Time shall not be of the essence. While QIAGEN will use commercially reasonable
efforts to meet any time estimate, it reserves the right to amend any estimate.
b) QIAGEN will deliver Part(s) in such installments as it considers expedient. Failure by
QIAGEN to deliver one or more installments shall not entitle Customer to claim
compensation or to terminate or suspend the Service Agreement or reject those
or subsequent deliveries.
c) For all spare parts covered free of charge under the applicable Service Agreement,
shipping will be executed FOB Destination (Incoterms° 2020), and title to and risk of
loss of Part(s) will transfer to Customer upon delivery of such Part(s) to Customer's
location. All other spare parts will be shipped FCA origin with title to and risk of loss
of such parts passing to Customer upon delivery to the carrier.
d) Customer must, until Service has been completed or, if applicable, payment in full for
the applicable parts has been made (whichever occurs earlier), store and handle
Part(s) in a lawful and careful manner in accordance with all accompanying
documentation and instructions from QIAGEN so as to keep them in good
merchantable condition. Customer grants QIAGEN an irrevocable license to enter
Customer's premises to recover any Part(s) or other materials which are QIAGEN's
property.
8. PRICES
Prices for the Service Agreement shall be as listed on the quotation attached hereto.
QIAGEN shall be entitled to increase the prices at any time with thirty (30) calendar days'
notice. Unless otherwise specified in writing by QIAGEN or by virtue of law, the prices are
exclusive of transportation, insurance, license fees, customs duties, withholding, value added
tax and any sales, use, excise, and other similar taxes. Customer shall pay all such fees,
duties, and taxes in the manner and at the rate prescribed by the relevant authority or
General Terms and Conditions for Service Agreements 04/2025 7
reimburse QIAGEN for all federal, state, or local sales, use or other taxes, fees or duties
arising out of their agreement or the transactions contemplated by their agreement, if any
(other than taxes based on QIAGENs net income).
9. PAYMENT
a) The payment for the Service and Part(s) shall be made by Customer net (a) in
accordance with the payment conditions set forth in the Service Agreement or,
failing any such conditions being specified therein and in the case of Services or
Part(s) being supplied outside the scope of the Service Agreement, (b) thirty (30)
days after the invoice date. For the avoidance of doubt, Customer shall not be
entitled to any discount specified in the Service Agreement in the event of an invoice
being issued under the foregoing case. Unless otherwise required by applicable
law, QIAGEN may supply electronic invoices in lieu of paper-based invoices. If
QIAGEN deems in its sole discretion that by reason of the financial condition of
Customer or otherwise, the continuance or production or shipment on the terms
specified is not justified, QIAGEN may require full or partial payment in advance.
b) Payment by check, credit card, or wire transfer will be effective only after these
instruments have cleared and been paid. Credit cards will be accepted at time of
each order only for processing on invoice date. Any discounts and expenses shall
be borne by Customer.
c) QIAGEN reserves the right to assess a late fee equal to one and one-half percent
(1 .5%) per month or, if lower, the maximum amount permitted by applicable law,
on all amounts not paid when due, calculated on a daily basis beginning with the
1 st day following the invoice due date. Any check or remittance received from or
for the account of Customer may be accepted and applied by QIAGEN against
any indebtedness owing by Customer, without prejudice to, or the discharge of, the
remainder of any such indebtedness regardless of any condition, provision,
8 General Terms and Conditions for Service Agreements 04/2025
statement, legend or notation appearing on, referring to or accompanying any
check or remittance.
d) Upon default and placing of Customer's account for collection or repossession of
equipment, Customer agrees to reimburse collection costs, legal fees and court
costs incurred by QIAGEN in connection therewith.
e) TAXES. Taxes will be based on shipment destination and any applicable local/state
taxes are the responsibility of Customer. In those states where QIAGEN collects
local/state sales taxes, QIAGEN will add such taxes to the invoices and remit to
the appropriate taxing authority. If Customer is a not-for-profit corporation or
otherwise exempt from the payment of Federal, state or local excise, sales or use
taxes, Customer shall provide QIAGEN with written notice of such exempt status
with purchase order and QIAGEN shall reflect such exemptions in its invoice(s).
Customer will provide QIAGEN with tax exemption numbers and certificates prior
to first order.
10.WARRANTIES
a) QIAGEN warrants that Part(s) shall be free from defects and conform to QIAGEN's
specifications, if any, under normal use and service for a period of three (3) months
from the date of job completion. This warranty shall not cover consumable goods in
normal use or those of limited life, and QIAGEN only warrants that, at the time of
shipment, such goods meet applicable specifications furnished or approved by
QIAGEN.
b) QIAGEN warrants that any Service or other work performed by it will be carried out
by specially trained and equipped QIAGEN personnel or authorized representatives.
c) QIAGEN warrants that the work performed under the terms of this Service
Agreement will be free from defects in workmanship. This warranty will last for a
period of thirty (30) calendar days from the completion of authorized repairs. During
the warranty period, QIAGEN will, at its sole cost and expense, correct any defects
General Terms and Conditions for Service Agreements 04/2025 9
in workmanship related to repairs performed under the Service Agreement. This
warranty covers labor only and does not extend to Part(s).
d) The foregoing warranties are exclusive and in lieu of all other warranties, whether
expressed or implied, written or oral, statutory or otherwise, including, without
limitation, any implied warranty of satisfactory quality or fitness for a particular
purpose or merchantability.
11.HEALTH AND SAFETY
a) Customer shall ensure that its employees, subcontractors, and agents working in the
immediate and adjacent areas where the Equipment is located are adequately
trained in and comply with all relevant and applicable health and safety regulations.
Customer will further ensure that an appropriately trained employee of Customer or
third party authorized by Customer remains within visual range of QIAGEN's
personnel during the performance of Service on the Equipment.
b) Without limiting the generality of the foregoing, Customer shall ensure that the
Equipment is disinfected and decontaminated prior to the performance of Service
thereon by QIAGEN's personnel or authorized representatives and, if such
Equipment is located within a Biosafety Level 3 laboratory, Customer will, as
directed by QIAGEN, either move the Equipment from the laboratory to another
suitable location for Service or inactivate the laboratory prior to Service. QIAGEN
shall have no obligation to provide Service in environments that it deems unsafe for
its personnel or representatives in its sole discretion, nor any liability to Customer for
its refusal to provide Service in such situations.
12.LIMITATION OF LIABILITY
IN NO EVENT SHALL QIAGEN BE LIABLE FOR ANY INDIRECT, INCIDENTIAL, SPECIAL OR
CONSEQUENTIAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOSS OF PROPERTY,
LOSS OF PROFITS OR PRODUCTION DAMAGES RESULTING FROM THE EQUIPMENT OR
PARTS, OR CAUSED BY INSTALLATION, MAINTENANCE OR OTHER PERFORMANCE BY
10 General Terms and Conditions for Service Agreements 04/2025
QIAGEN UNDER THESE TERMS AND THE SERVICE AGREEMENT, WHETHER A CLAIM
FOR SUCH DAMAGES IS BASED UPON WARRANTY, CONTRACT OR TORT. SAVE IN
RESPECT OF PERSONAL INJURY OR DEATH CAUSED BY QIAGEN'S GROSS
NEGLIGENCE OR WILLFUL MISCONDUCT, QIAGEN'S TOTAL LIABILITY FOR LOSS OR
DAMAGE ARISING OUT OF OR IN RELATION TO THE SERVICE AGREEMENT SHALL IN
NO EVENT EXCEED THE AMOUNT PAID BY CUSTOMER TO QIAGEN WITH REGARD TO
THE SERVICE AGREEMENT. ANY CLAIM FROM THE CUSTOMER SHALL BE TIME BARRED
ONE YEAR AFTER THE DAMAGE WAS CAUSED.
13.SOFTWARE LICENSE
The Software contained in the Equipment or Part(s) ("Software"), if any, shall be disclosed to
Customer in confidence and shall be licensed to Customer for Customer's internal use only
and for the life of the Equipment or Part(s). Customer agrees that the Software is the
intellectual and proprietary property of QIAGEN or its licensor and that the title to, ownership
of and the copyright of the Software shall remain with QIAGEN or its licensor. Customer
agrees not to copy, reproduce, or modify the Software and shall not make the Software
available to any other parties by means of sale, lease, rental, license or otherwise, without
the prior written consent of QIAGEN. Customer further agrees not to alter or remove any
copyright, trade secret, patent, proprietary, and/or other legal notices contained in the
Software.
14.CONFIDENTIALITY
Customer agrees to hold in confidence any and all information of a confidential nature
regarding QIAGEN's business or affairs, including, without limitation, data provided by
QIAGEN regarding the design, structure, or manufacturing methods of the Equipment and
Part(s), and agrees not to disclose the same to any person, firm, or corporation. The
foregoing confidentiality obligation of Customer shall not be applicable, if Customer can
demonstrate that: (i) information is already generally available to the public; (ii) information
hereafter becomes generally available to the public, through no fault of Customer; (iii)
General Terms and Conditions for Service Agreements 04/2025 1 1
information was already known to Customer prior to the disclosure thereof by QIAGEN; or
(iv) information lawfully becomes known to Customer through a third party.
15.DATA PRIVACY
The parties acknowledge that in certain circumstances, for business and safety reasons,
Customer may wish to collect personal or biometric data (as defined by applicable privacy
legislation, and which may include but shall not be limited to fingerprints, DNA or RNA
samples, photographs, or signatures) from QIAGEN employees who will perform services on
Customer's premises or enter Customer's facilities for other business reasons. Customer will
bear all costs associated with the collection of such data, and Customer agrees to comply
with all applicable data privacy and security laws and regulations in collecting, storing,
handling, and using such personal and/or biometric data, and will indemnify QIAGEN,
defend and assume the settlement of, and the defense of any suit or suits or other legal
proceedings brought to enforce all losses, damages, injuries, claims, demands, and
expenses ("Liability") arising out of Customer's breach of such applicable data privacy and
security laws or regulations, and shall pay all judgments entered in any such suit or suits or
other legal proceedings, except for Liability resulting from QIAGEN's gross negligence or
willful misconduct. The indemnities and assumptions of liabilities and obligations herein
provided for shall continue in full force and effect notwithstanding termination of any
purchase or service agreement between the parties, whether by expiration of time, by
operation of law, or otherwise.
16.FORCE MAJEURE
QIAGEN shall not be liable for failure of or delay in performing obligations set forth in this
Agreement, and shall not be deemed in breach of its obligations, if such failure or delay
results from any of the following: Civil disobedience, hostilities, sabotage, terrorism, military
actions, expropriation, nationalization or the escalation of any of the foregoing, any
hurricane, flood, tornado, earthquake or other natural disaster, delays in delivery,
explosions, epidemic, plague, pandemic or any other outbreak of illness, any law or
12 General Terms and Conditions for Service Agreements 04/2025
regulation or any action taken by a government or public authority, including but not limited
to an export or import restriction or other public health event in any country or any other
event or circumstance outside of QIAGEN's reasonable control (each a "Force Majeure
Event"). In such Force Majeure Event, QIAGEN shall (a) promptly notify the Customer in
writing and (b) use commercially reasonable efforts to cure or overcome the same and
resume performance of its obligations hereunder. If such Force Majeure Event shall continue
for a period of more than one calendar month, QIAGEN may terminate this Agreement
without liability upon written notice to the Customer.
17.TERMINATION
a) Either party may terminate the Service Agreement: (1) if the other party defaults in its
obligation(s) hereunder, provided that such default is not cured within thirty (30)
days upon written notice to the defaulting party; or (2) any of the following events
occurs: (i) distress or execution is levied against any of the other's assets and is not
paid or discharged within seven days; or a judgment against the other remains
unsatisfied for more than seven (7) days; or a receiver is appointed with respect to
any of the other's assets; (ii) a petition is presented for the winding up of, or for an
administration order to be made in relation to the other; or a resolution is passed for
the other's winding up (other than a members' voluntary winding up for the purposes
of a bone fide amalgamation or reconstruction) or (iii) any event in a foreign
jurisdiction analogous to, or comparable with, (i) and (ii) above, QIAGEN may
terminate the Service Agreement in case of the sale or dissolution of the company of
the Customer.
b) Except as permitted by clause 17(a), Customer shall not terminate the Service
Agreement without the prior written consent of QIAGEN. If Customer seeks early
termination for any reason other than those permitted by clause 17(a), Customer
shall not be entitled to a refund or credit of any kind. QIAGEN may agree to such
early termination in its sole discretion, in which case an administrative fee in the
amount of 15% of the total value of the Service Agreement may be collected from
General Terms and Conditions for Service Agreements 04/2025 13
the Customer. Customer agrees that the amount of this fee reflects a reasonable
estimation of QIAGEN's costs and losses associated with such early termination.
c) A termination hereunder shall not affect any rights or obligations of either party
which have accrued prior to termination. Articles 10 and 12 through 19 hereof shall
survive the termination of the Service Agreement, as well as such other provisions as
may be necessary to interpret any of the foregoing.
18. GOVERNING LAW AND ARBITRATIONS; CLASS ACTION WAIVER
a) Governing Law. Subject to Section 18(e), this Agreement and any claims, disputes
or causes of action relating to or arising out of this Agreement shall be construed,
unless otherwise prohibited by law, in accordance with and governed by the laws
applicable to and exclusively subject to jurisdiction of the courts of the place of
business of the QIAGEN entity which is a party to the Service Agreement. Nothing
in this paragraph will limit the right of QIAGEN to take proceedings against the
Customer in any other court of competent jurisdiction. All claims under this
Agreement which cannot be amicably settled shall be submitted to binding
arbitration as set forth below.
b) Mandatory Binding Arbitration. Prior to arbitration, the parties shall seek informal
resolution of disputes. The process shall be initiated with written notice of one party
to the other, describing the dispute with reasonable particularity. The other party
shall respond within ten (10) calendar days. Each party shall promptly designate an
executive with requisite authority to resolve the dispute, and the first meeting shall
occur within 10 calendar days frorn the response described above. If the dispute is
not resolved within 10 calendar days of the first meeting, either party may proceed
to arbitration as set forth below.
c) The parties agree that any claim or dispute between them, and any claim by either
of party against any agent, employee, successor, or assign of the other, related to
this Agreement, including any dispute as to the validity or applicability of this
arbitration clause, shall be resolved by binding arbitration administered by the
American Arbitration Association under its Commercial Arbitration Rules, except
14 General Terms and Conditions for Service Agreements 04/2025
where those rules are intentionally varied by the parties herein or pursuant to mutual
agreement. The parties expressly agree that the arbitration shall be conducted in
Washington, DC, in the English language, and under Maryland law, unless the
parties mutually agree otherwise or the arbitrator determines that under applicable
law, the arbitration is to take place in a location other than Washington, DC or that
the laws of a State other than Maryland governs. To the extent permitted by
applicable law, the prevailing party shall be entitled to a reimbursement of all of its
reasonable attorney fees and arbitration costs by the other party. The arbitration
award shall be final.
d) Class Action Waiver. TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW,
ARBITRATION SHALL PROCEED SOLELY ON AN INDIVIDUAL BASIS WITHOUT THE
RIGHT FOR ANY CLAIMS OR DISPUTES TO BE ARBITRATED OR LITIGATED ON A
CLASS ACTION BASIS OR ON BASES INVOLVING CLAIMS BROUGHT IN A
PURPORTED REPRESENTATIVE CAPACITY ON BEHALF OF OTHERS OR ANY
GOVERNMENTAL BODY OR THE PUBLIC. DISPUTES MAY NOT BE JOINED OR
CONSOLIDATED UNLESS AGREED TO IN WRITING BY ALL PARTIES.
e) TO THE EXTENT EITHER PARTY IS PERMITTED BY LAW OR COURT OF LAW TO
PROCEED WITH A CLASS OR REPRESENTATIVE ACTION AGAINST THE OTHER, THE
PARTIES AGREE THAT: THE PREVAILING PARTY SHALL NOT BE ENTITLED TO RECOVER
ATTORNEYS' FEES OR COSTS ASSOCIATED WITH PURSUING THE CLASS OR
REPRESENTATIVE ACTION (NOT WITHSTANDING ANY OTHER PROVISION IN THIS
AGREEMENT); AND (II) THE PARTY WHO INITIATES OR PARTICIPATES AS A MEMBER
OF THE CLASS WILL NOT SUBMIT A CLAIM OR OTHERWISE PARTICIPATE IN ANY
RECOVERY SECURED THROUGH THE CLASS OR REPRESENTATIVE ACTION.
f) Waiver of Rights, Including Trial By Jury. By agreeing to arbitration, the parties
understand and agree that they are waiving their rights to maintain other available
resolution processes, such as a court action or administrative proceeding, to settle
their disputes. The rules in arbitration are different. There is no judge or jury, and
review of an arbitrator's decision is very limited. EACH PARTY WAIVES ANY RIGHT
TO A JURY TRIAL INVOLVING ANY CLAIMS OR DISPUTES.
General Terms and Conditions for Service Agreements 04/2025 15
g) Right to Seek Injunctive Relief. This Agreement does not preclude either party from
seeking injunctive relief in a court of law in accordance with applicable law.
16 General Terms and Conditions for Service Agreements 04/2025
APPENDIX A
Preventive Subscription
A Preventive Subscription Service Agreement includes the following benefits:
• Technical support
• Phone support — Standard Business Hours
• Online Support— 24 hours per day, 7 days per week
• One (1) onsite planned maintenance (PM) service per contract year
• Parts/consumables required for PM service as defined in the service manual
• 10% discount on labor, travel, and spare part costs for any repair service, as
applicable depending upon location of repair as determined by QIAGEN.
• Software updates carried out during service — bug fixes, patches, user experience
changes (does not include new functionality add-ons).
• Provision for loaner instruments not included.
• Coverage for computers/laptops/notebooks not included.
General Terms and Conditions for Service Agreements 04/2025 17
APPENDIX B
Core Agreement
A Core Agreement includes the following benefits:
® Technical support
O Phone support — Standard Business Hours
O On-line Support— 24 hours per day, 7 days per week
• One (1) repair service per contract year (which may be performed at Customer's location
or at QIAGEN's RRC as determined by QIAGEN). Labor, travel, and transportation
costs, as applicable, are covered for repair services related to failure under normal use
during Standard Business Hours.
• Spare parts coverage for one repair service and one PM service.
• One (1) on-site planned maintenance (PM) service per contract year
• Response time*
O Five-business days onsite response time from case creation
O Up to 10-business days turnaround-time for instruments repaired in RRC
• 10% discount on labor, travel, and spare part costs for additional repair services during
contract, as applicable depending upon location of repair as determined by QIAGEN.
• Software updates carried out during service — bug fixes, patches, user experience
changes (does not include new functionality add-ons)
• Provision for loaner instruments not included
• Coverage for computers/laptops/notebooks not included.
* Response time begins when all requested information (i.e. log files, error codes, photos, etc.) to properly diagnose
and troubleshoot the fault reported are provided to QIAGEN. Cut-off time to report issue: NA— 3:30 pm CLT(Customer
Local Time).
18 General Terms and Conditions for Service Agreements 04/2025
APPENDIX C
Full Agreement
A Full Agreement includes the following benefits:
• Technical support
O Phone support — Standard Business Hours
O On-line support— 24 hours per day, 7 days per week
• One (1) Planned maintenance (PM) service according to manufacturer's recommendation
• Unlimited repair services per contract year at either Customer's location or QIAGEN's
RRC, as determined by QIAGEN, including
• Labor, travel, and transportation costs as applicable for repair services related to failure
under normal use during Standard Business Hours.
• Full coverage of spare parts
• Response time*
O Two-business days onsite response time from case creation
O Up to 10-business days turnaround-time for instruments repaired in RRC
• Software updates carried out during service — bug fixes, patches, user experience
changes (does not include new functionality add-ons)
• Loaner instrument when applicablet
• Remote LIS Integration support$
• Remote support to assess functional or technical instrument issuest
• Coverage for computers/laptops/notebooks not included.
* Response time begins when on all requested information (i.e. log files, error codes, photos, etc.) to properly diagnose
and troubleshoot the fault reported are provided to QIAGEN. Cut-off time to report issue: NA— 3:30 pm CLT
(Customer Local Time).
t Loaner equipment only available for select instruments. Subject to availability. Not available in all countries.
t For select instruments only. May require purchase of added services.
General Terms and Conditions for Service Agreements 04/2025 19
APPENDIX D
Premium Agreement
A Premium Agreement includes the following benefits:
• Technical support
O Phone support — 24 hours per day, 7 days per week
O On-line support — 24 hours per day, 7 days per week
O Special hotline number (service in English)
• One (1) Planned maintenance (PM) service according to manufacturer's recommendation
• Unlimited repair services per contract year at either Customer's location or QIAGEN's
RRC, as determined by QIAGEN.
• Labor, travel, and shipping costs, as applicable, covered for repair services related to
failure under normal use during Standard Business Hours.
• Full coverage of spare parts
• Response time*
O Next-business days onsite response time from case creation
O Up to 7-business days turnaround-time for instruments repaired in RRC
• Software updates carried out during service — bug fixes, patches, user experience
changes (does not include new functionality add-ons)
• Loaner instrument when applicablet
• Remote LIS Integration supports
• Remote support to assess functional or technical instrument issues#
• Coverage for computers/laptops/notebooks not included
* Response time begins when on all requested information (i.e. log files, error codes, photos, etc.) to properly diagnose
and troubleshoot the fault reported are provided to QIAGEN. Cut-off time to report issue: NA—3:30 pm CLT
(Customer Local Time).
t Loaner equipment only available for select instruments. Subject to availability. Not available in all countries.
For select instruments only. May require purchase of added services.
20 General Terms and Conditions for Service Agreements 04/2025