Customer Questions around COVID-19 Answered | Advanced Instruments

Your FAQs answered as we navigate

COVID-19 together

We at Advanced Instruments want to extend a huge Thank You to our healthcare workers who are on the front-line treating patients, as well as the numerous biotechnology organizations committed to developing a vaccine and treatment options for COVID-19.

We stand behind you!

Your FAQs answered as we navigate

COVID-19 together

We at Advanced Instruments want to extend a huge Thank You to our healthcare workers who are on the front-line treating patients, as well as the numerous biotechnology organizations committed to developing a vaccine and treatment options for COVID-19.

We stand behind you!

To our customers:

Ensuring we can continue to meet our commitments to customers while keeping our employees safe has been our core objective.  Our ability to continue to produce and ship products is important for our customers who treat critically ill patients as well as for customers who need to assure lifesaving drugs are brought to market using our important technologies.  As such, we know we have an important responsibility and will continue to proceed in the most appropriate manner assuring the safety of our employees and our ability to serve our customers without interruption.

It is our privilege to continue working with you as a trusted partner with as little disruption as possible.  We will continue to communicate and help in any way we can as we navigate this evolving situation together.

We have compiled a list of FAQs regarding customer service, technical support, employee safety and more, that we will be updating on a real-time basis.

(Updated March 27, 2020)

What is the impact to Advanced Instruments production and delivery schedules?

    • None to date. At this time, new instrument and testing supply shipment schedules are not impacted and we do not foresee any disruption, but we will continue to monitor and notify you should delays arise.
    • We have proactively increased our inventory levels, continue to increase our production output, and have implemented redundant processes to mitigate risk of product shortages or production delays.
    • We are also storing materials in multiple facilities to ensure redundant supply.
    • We continue communication with our suppliers to understand and quickly respond to changing market dynamics, minimizing impacts to our business and disruptions to our customers.

How is Advanced Instruments protecting its workforce from exposure to COVID-19?

  • As an essential business, we must remain operational, but we have restricted access to the Advanced Instruments facility to only critical staff who are required to build, test and ship instrumentation and testing supplies to our customers. All remaining employees are working from home.
  • For those employees that are required to be in the facility we have taken additional preventative measures to keep employees healthy. We have implemented strict social distancing protocols, created redundant processes to further separate personnel as well as have initiated additional cleaning protocols in all areas of the building.

How are Advanced Instruments North American services impacted by COVID-19?

  • Phone support is not impacted. We will continue to provide 24/7 technical phone support. You can reach Technical Support by calling +1-800-225-4034 or via email at [email protected].
  • On-site repairs will continue on a limited basis based on the criticality of the need and our ability to access the customer’s facility.
  • For each service request we will coordinate with the customer to determine a plan that meets their specific needs.
  • We will expand the use of our state-of-the-art Media Room, located within our US Headquarters, to offer additional support remotely with the use of virtual tools.

Does Advanced Instruments expect any interruption to its communication?

  • Advanced Instruments Customer Service and Sales teams continue to support all our customers’ product needs. We are available to prepare quotes, receive electronic POs, send invoices, receive payments as well as respond to your customer service needs.
  • The Customer Service team is available 8am to 4:30pm EDT and can be reached at +1-800-225-4034 or can be emailed at [email protected].
  • The Sales Department is available 8am to 5:30pm EDT and can also be reached at [email protected].
  • We also can support virtual ‘hands-on’ product demonstrations of our complete portfolio of products with the use of our state-of-the-art Media Room.  Please contact [email protected] to schedule a virtual demo.

How should hospital labs decontaminate instrumentation during the COVID-19 pandemic?

  • All instrumentation from Advanced Instruments can be cleaned and decontaminated using standard hospital laboratory disinfectants. Model-specific procedures are not needed since all instrument surfaces that may come in contact with body fluids (e.g., housings, keypads, probes, stir wires, sample handlers, cooling wells, etc.) are durable and resistant to damage from cleaning products. Users are encouraged to thoroughly disinfect an instrument as they see fit.
  • Please note that internal, electronic components may not be resistant to cleaning products. Under normal operating procedures these components are not exposed to body fluids. Instruments should never be operated without their covers in place.
  • Please consult your facility’s internal guidelines for proper procedures, cleaning materials, personal protection and disposal rules when handling or cleaning potentially contaminated items. You may also consult the Centers for Disease Control (CDC) publications for more information about biohazard materials. These can be found at:

What are other ways I can stay connected with Advanced Instruments?

  • Virtual Meetings: In response to the several industry trade shows which have been cancelled or postponed, we are pleased to participate in the upcoming Select Science Virtual Analytical Summit (March 31-April 2), which is a brand-new event created to support resource sharing among the scientific community.   Register for free here.
  • More Events to Come:  We are planning a roster of webinars that will cover a variety of topics such as technology showcases, mini training sessions, and “ask the expert” sessions.  Please check our Events page to view our upcoming schedule.

We are open and continue to provide essential lab supplies during the COVID-19 pandemic. Answers to your FAQ’s can be found here.

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