Service & Support

Your decision to rely on systems from Roche PVT means that you are placing great trust in us. Our Service & Support employees are standing by to repay this trust at any time, may it be in the form of routine maintenance or any other way to assist your operation.

Our multistage service model, comprising a hotline, remote service and field technicians, enable us to find the right solution for any challenge or problem. All our specially trained technicians provide full vendor support, either on the phone, online or in person.

Our service processes are certified. Each process step is documented and available in this form to you.


Customers in Germany can contact our Service & Support team from 9.00 a.m. to 6.00 p.m., Monday to Friday, by calling:

+49-7151-959 22 788

Customers in all other countries should contact the local Roche branch in their country.


Information that helps us in supporting you

If you need assistance from Roche PVT, it is important that you provide us with the following information so that we can respond rapidly:

- Your and your laboratories name and phone number

- Model and serial number of the device

- A description of what has happened

1. Has a hardware or software error occured?

2. Error number or error message