Skip to Content

After-sales, commissioning and technical support policy

Before contacting support, consult the manual and follow the relevant procedure. If the equipment does not operate as described after you complete the specified checks, our technical team will help you diagnose and resolve the issue.

1. Purpose

Allbiotech provides after-sales assistance intended to ensure that the Genesys bioreactor can be installed, commissioned, and operated in accordance with the functionality and specifications described in its documentation.

Allbiotech’s technical support is intended to resolve issues relating to equipment operation.

The documentation supplied with Genesys is the first level of support for routine operations. Technical support supplements this documentation when there is an issue, a question it does not resolve, or equipment behavior that differs from what is expected.

The design, optimization and result of the biological or experimental processes carried out with the equipment are the responsibility of the user and are outside the scope of standard technical support.

2. Documentation as a first level of support

The manual, checklists and the rest of the technical documentation provided by Allbiotech contain the necessary procedures to carry out the usual operations of the equipment.

Before requesting technical assistance, users must consult and follow the relevant procedure where one is available.

These operations include, for example:

  • Regular assembly and disassembly.
  • Preparation and sterilization.
  • Connection of sensors and lines.
  • Routine calibrations.
  • Configuration of documented functions.
  • Normal use of the software.
  • Ordinary cleaning and maintenance.
  • Preparation of the equipment before starting a culture.

When a request can be resolved by following a procedure already described, Allbiotech may refer the user to the corresponding section of the documentation before continuing with the assistance.

Standard technical support does not replace reading the documentation, learning the basics of the equipment, or providing routine training for new users.

Recurring assistance solely to explain basic operations already documented may be considered additional training and quoted separately.

3. Initial commissioning

The initial commissioning is part of Allbiotech's commitment to the correct delivery of the equipment.

As long as the laboratory meets the installation requirements previously communicated, the commissioning aims to verify that:

  • The equipment is correctly installed.
  • The necessary connections are made correctly.
  • The controller and software work.
  • The included sensors are recognized by the system.
  • The installed pumps respond correctly.
  • The stirring system works.
  • The temperature control system works.
  • The aeration or gas systems included in the configuration work correctly.
  • The available variables can be displayed and recorded.
  • There are no technical incidents that prevent the normal use of the equipment.

Commissioning may be carried out on site or remotely, according to the terms agreed for each order.

Commissioning confirms the system’s initial operation but does not constitute full training in all its functions or consulting on its application to a specific biological process.

4. Commissioning checklist

Allbiotech may provide a digital installation and commissioning checklist, associated with the equipment serial number.

Its purpose is:

  • Confirm that the initial installation steps have been carried out.
  • Record the initial status of the equipment.
  • Verify the main functions of the system.
  • Detect installation problems before starting a technical diagnosis.
  • Facilitate future support work.

When there is no evidence that commissioning has been completed, Allbiotech may ask the customer to carry out these checks before determining that a fault exists.

Failure to complete the checklist does not in itself void the warranty, but may prevent the correct determination of the origin of an incident until the installation conditions have been verified.

5. When technical support intervenes

Technical support is intended primarily for situations in which:

  • The procedure indicated in the documentation has been followed and the equipment does not respond as described.
  • A previously operational function stops working correctly.
  • An alarm, error or abnormal behavior appears that cannot be resolved by the documented checks.
  • There is a possible failure of hardware, software, sensors, pumps or other components.
  • The documentation does not reasonably resolve a technical question that needs to be answered to use the equipment correctly.
  • It is necessary to determine whether an observed behavior is due to the equipment, its installation or another element of the system.

For example:

“I have followed the pump commissioning procedure in the manual, but the pump does not start.”

This type of situation is part of the technical support of Allbiotech.

6. Support procedure

When an incident is reported, Allbiotech may request:

  • Serial number of the equipment.
  • Detailed description of the problem.
  • Procedure followed before the incident occurred.
  • Photographs or videos.
  • Screenshots.
  • Records or data files.
  • Specific checks indicated by the technical team.

The diagnosis may begin by referring the user to certain checks or procedures in the documentation.

If, after carrying them out correctly, the incident persists, Allbiotech will continue with the corresponding technical diagnosis.

If a fault is identified, the applicable warranty, repair, or service terms will apply.

7. Routine operations and training

The instructions necessary to use the usual functionalities of the equipment are found in the documentation provided by Allbiotech.

Standard support is therefore not intended to provide repeated one-to-one guidance through routine procedures that are already documented.

This includes, among others:

  • Providing step-by-step guidance for each routine assembly or disassembly.
  • Performing each routine calibration together with the user.
  • Repeatedly explaining basic functions described in the manual.
  • Individually training each new member who subsequently joins the laboratory.

Where necessary, Allbiotech may offer additional training services.

8. Process development and consulting

Standard technical support is not a bioprocess consulting or experimental development service.

Unless an additional service has been expressly contracted, Allbiotech does not assume responsibility for determining:

  • Which microorganism, cell line or biological system should be used.
  • The composition of the culture medium.
  • The optimal inoculation conditions.
  • The appropriate pH for a given culture.
  • The optimal process temperature.
  • The necessary dissolved oxygen concentration.
  • The appropriate agitation speed.
  • The aeration or oxygen enrichment strategy.
  • The feed rates or profiles.
  • The batch, fed-batch, or continuous strategies.
  • The control cascades necessary to obtain a certain biological result.
  • The experimental design.
  • The optimization of biomass, productivity, yield or expression.
  • The scientific interpretation of the results.
  • The scale-up or scale-down of a process.
  • The validation of customer-specific processes or procedures.

Allbiotech may provide general information, examples or explanations about the technical capabilities of the equipment. These indications do not constitute a specific recommendation for the client's biological process.

9. Equipment operation and experimental results

A distinction must be made between the correct technical operation of the bioreactor and the result of the process carried out inside it.

Allbiotech is responsible for ensuring that Genesys correctly executes, within its specifications, the functions for which it has been designed.

The client is responsible for determining what experimental conditions its process requires.

Therefore:

The fact that a culture or experiment does not achieve the expected result does not imply, in itself, the existence of a breakdown or defect in the bioreactor.

When there is doubt about the origin of a problem, Allbiotech can help verify the technical operation of the system. Once confirmed that the equipment operates according to its specifications, the analysis and optimization of the biological process will be outside the standard technical support.

10. Customer Responsibilities

To facilitate appropriate assistance, the customer must:

  • Refer to and follow applicable documentation before requesting support for routine operations.
  • Install and use the equipment in accordance with the instructions provided.
  • Comply with the installation requirements communicated by Allbiotech.
  • Perform the requested commissioning checks.
  • Maintain the equipment in accordance with the available instructions.
  • Use compatible consumables and components.
  • Provide sufficient information to diagnose an incident.
  • Report changes made to the equipment configuration.
  • Do not disassemble, modify or repair the equipment without authorization when this may affect the diagnosis or the warranty.

11. Changes in location or configuration

If the bioreactor is relocated, its configuration is substantially changed, or a major component is replaced, Allbiotech may request that all or part of the commissioning procedure be repeated.

Additional visits, reinstallation, training for new users, or work resulting from changes made after initial installation may be considered additional services and quoted separately.

12. Additional services

Certain services may be offered independently when expressly contracted, including:

  • Additional training.
  • Training of new users.
  • Further commissioning or reinstallation.
  • Technical visits.
  • Preventive maintenance.
  • Additional calibrations or verifications.
  • Custom integrations or developments.

Bioprocess consulting, experimental development, culture optimization, and scale-up services are not currently included in Allbiotech’s standard technical support unless expressly agreed in writing.

13. Contact support

To request technical support:

Allbiotech S.L.
Email: info@allbiotech.eu

Before contacting, we recommend consulting the manual and completing the corresponding checks.

If the issue persists, the request must include the following whenever possible:

  • Serial number of the equipment.
  • Description of the incident.
  • Procedure followed.
  • Relevant photographs, videos or screenshots.
  • Information on the conditions under which the problem appears.

This will allow the technical team to identify the cause of the incident and offer a faster and more effective response.