Cryo-EM Talos Arctica Service Contract

Overview

Provision of a 3-year original equipment manufacturer (OEM) service agreement for the Thermo Fisher Scientific (FEI UK Ltd.) Talos Arctica Cryogenic Electron Microscope (Serial Number 09950877, commissioned Sept/2020) and associated cryogenic electron microscopy equipment. The agreement provides comprehensive manufacturer-backed support, including remote diagnostics and technical support as the first stage of fault assessment (same day within hours), followed where required by escalation to on-site physical inspection (48-hour response), troubleshooting, emergency repair support and corrective maintenance by manufacturer-certified service engineers. The contract includes a targeted response time of 48 hours during normal business hours, emergency breakdown assistance, remote service capability, scheduled preventive maintenance, performance verification, software licences, software maintenance and updates, replacement parts and components (excluding consumables), and access to proprietary service tools, firmware, calibration procedures and technical documentation. Service delivery is provided through the manufacturer's UK organisation and authorised UK-based service infrastructure, ensuring timely support and compliance with applicable UK operational requirements. The equipment and supporting systems comply with applicable UKCA and CE marking requirements. The agreement ensures continued reliability, performance, software compatibility and operational availability of a nationally significant research infrastructure asset. Thermo Fisher Scientific (FEI UK Ltd.) is the original equipment manufacturer of the Talos Arctica Cryogenic Electron Microscope (Serial Number 09950877, commissioned 09/2020) and associated integrated cryogenic electron microscopy equipment. The manufacturer is the only supplier with access to proprietary software, firmware, service documentation, diagnostic tools, calibration procedures, certified replacement parts, software licences and manufacturer-trained service engineers required to maintain the system to the original manufacturer's specification. Support is delivered through a combination of remote diagnostics and technical assessment, followed when necessary by on-site intervention by certified field service engineers. No alternative supplier can provide the complete package of OEM-supported maintenance, software updates, performance verification, spare parts provision and manufacturer-backed service coverage. Competition is therefore absent for technical reasons, and the contract must be awarded directly to the OEM to ensure continued operation, reliability and performance of this nationally important research infrastructure asset.