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The most popular FAQs

What does calibration actually mean?

Calibration is the comparison of a measured value with a known, i.e. correct, value. For example, during calibration of laboratory balances, the indications shown on the display are compared with known test weights. The documented values, as well as the values calculated (e.g., deviation, uncertainty of measurement), represent the calibration result.

How do I get my instruments to you?

Please contact your nearest service center for detailed instructions by completing the contact form to order calibration or other services. Decontaminate and carefully pack your pipettes and schedule courier pickup service, if available for your selected region.

Why do I need verification of traceability?

A measuring instrument is considered to deliver traceable results if they are referenced to a national or an international standard through an unbroken chain of comparisons, all having stated uncertainties. Therefore, verification of traceability ensures international comparability and, thus, the reliability of measurement results.

Important information: In many countries, only accredited calibration certificates or certificates issued by national metrology institutes are accepted as evidence of metrological traceability. No other calibration certificates (e.g., ISO calibration certificates or verification certificates) are valid as forms of evidence. For further information, visit International Laboratory Accreditation Cooperation.

Why should I always have my instruments calibrated by an accredited laboratory?

A laboratory accredited for compliance with ISO 17025 has demonstrated the quality of its calibration data to an independent accreditation body, such as UKAS in the U.K., ANAB in the USA or DAkkS in Germany. Calibration certificates issued by accredited laboratories offer the highest possible degree of reliability and are recognized worldwide.

Would it be suitable for me to have calibration performed at my lab or would it be better for me to send in my equipment?

Calibration of laboratory balances must be performed directly at the place of their use. For your pipette, calibration is offered at one of our advanced calibration laboratories or on site in your lab. On-site calibration guarantees the fastest possible turnaround, which is especially advantageous if you use your pipettes daily.

How do I send my defective equipment to you?

The quickest method is to use our Contact Form above. Our specialists are ready to help you determine if your equipment needs to be repaired, whether or not it could be incorrectly operated, or if spare parts are in need of replacement.

After troubleshooting to clarify the items above, you will receive a Return Form from us. Please be sure to provide all the information requested. Next, simply send us this form along with your equipment. We will then email you a cost estimate or a quote for a comparable new instrument, depending on cost effectiveness of potential repairs.

I would like my device to be repaired on-site at my premises. Who can I contact?

Our service technicians are at your disposal and can carry out on-site fault analyses and repairs. You can contact us using our contact form and also directly request a quote on the repair.

What does uncertainty of measurement mean?

The uncertainty of measurement provides reliable information about the quality of a measurement result. It indicates the range of values in which the true measured value lies. The lower the uncertainty of measurement, the narrower the range within which the true value lies. Accredited calibration certificates issued by Sartorius state the uncertainty of measurement in an easy-to understand way and provide confidence in interpreting your measured values.

What is qualification?

Qualifications serve as proof of suitability for your equipment. Device qualification involves assessing the full scope of delivery and the meeting of equipment requirements and specifications. The entire process is carefully documented. After the device qualification has been performed, the next step, in many cases, is process validation.

How does qualification differ from validation?

A validation furnishes proof that the entire process leads to the expected results and meets predefined specifications and quality characteristics. A process validation, thus, always includes a system and equipment qualification. In the bioprocessing industry, and often in the laboratory environment, both qualification and validation must be carried out in accordance with the Good Manufacturing Practice (GMP) guidelines before beginning production or research.

The qualification and validation form the basis for drug safety and are a prerequisite for all work in a GMP regulated environment.

How does the risk-based approach impact the qualification of laboratory equipment?

In August 2012, the US Food and Drug Administration (FDA) introduced the risk-based approach. The aim of the approach is to focus on critical areas during pharmaceutical quality control. All quality assurance measures should, therefore, be justified from the risk analysis.

It makes sense to follow this approach in the qualification of laboratory equipment. During a risk-based qualification, not every function is checked, but rather only those that are risky and can affect quality. Inspection is, therefore, faster and, above all, more efficient

I need a spare part. Where can I order it?

Please first check whether you can order the spare part in our e-shop (login required). If not, please use our contact form. Select the area “I need a replacement part” and provide all of the necessary information. We will then get in touch with you.

My device is not working properly. What can I do?

Please contact REEZ Service. Use our contact form and provide us with as many details as possible so that we can help you quickly. The serial number, device category and device type are of particular importance. Once we receive your message, we will contact you as soon as possible to discuss the next steps.

When and how will I know when the service technician will arrive once service is scheduled?

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