Roche 360° service solutions

We understand the critical nature of your work. A great lab is a sophisticated ecosystem where harmonious workflows, technology and safety align.

Through quality and dedication, our team of service experts helps you find the best solutions, providing the operational continuity you need to deliver an efficient, timely and accurate experience to patients.

Powered by innovation, backed by expert support.

By combining deep scientific and technical expertise with a proactive approach and the latest technology, we provide high-quality service with a personal touch, building trust and fostering peace of mind.

Personal service

We offer tailored service solutions engineered around your specific operational demands

+8,800 experts

Highly qualified global service community committed to ensuring labs top performance

Maximum uptime

Through predictive analytics and proactive interventions we minimize lab disruption

93% satisfaction

Based on more than 37,000 yearly responses to our service and support customer surveys worldwide

Always there

Ensuring your team is fully supported at every stage by our team of experts

+100 countries

Dedicated Roche local service presence to ensure speed and efficiency when you need it the most

Roche 360° service solutions offers end-to-end service assistance for operational continuity, keeping patient safety as the central focus.

Plan and design

Optimizing your lab, through intelligent space planning, streamlined workflows, and the most suitable instrumentation

Installation and configuration

Rapid implementation with minimal interruption through robust project management and timely execution

Training and education

Building operational confidence through consistent and tailored digital and on-site training

Maintenance and prevention

Minimized unexpected downtime with continuous system monitoring, proactive maintenance and expert on-site interventions

Continuous improvement

Achieving sustainable growth with efficiency and innovation opportunities assessment across your journey

The best service experiences are built together. In a high-stakes lab environment, the most valuable asset you have is predictability. Let us co-create an operational insurance for your lab’s productivity.

Our five-step co-creation journey:

1. Analyze: We perform a deep dive into your service and support needs and trends to establish a baseline.
2. Anticipate: We project your future needs based on your lab’s expected growth.
3. Select: Through our findings we identify the service tier that offers the best coverage for your lab.
4. Tailor: We review and suggest the add-on services that match your specific needs.
5. Finalize: We discuss the proposal together to develop a final agreement that ensures your operational continuity.

Our service partnerships allow us to tailor the ideal service solution for your lab. Contact your Roche local team for more information.

We prioritize predicting and protecting the stability of your equipment when it matters most, to sustain operational momentum. Smart Service Solutions, our latest innovation in predictive and proactive monitoring, leverages the power of AI, machine learning and advanced rule-based algorithms to keep diagnostic instruments running at their best.

We offer two robust solutions.

Your silent, intelligent lab partner: transforming instrument insights into proactive actions. Through remote and proactive instrument monitoring we deliver full transparency into your labs operational health.

Our solution provides:

• Maximized workflow continuity: Disruptions are minimized through personalized, proactively scheduled preventive maintenance.
• Reliable patient delivery: Consistent instrument performance monitoring ensures on-time testing results and continuously optimized turnaround times. 
• Enterprise-grade security: A highly secure remote connection ensures that data usage is strictly restricted to service-related purposes as defined contractually.

Available free of charge for all connected instruments, our solution transforms instrument insights into action with advanced analytics, enabling Roche experts to make prompt, data driven resolutions. Our service experts use real-time instrument data, rapidly identifying the root cause of technical issues. This enables faster resolution, whether on or off-site, reducing the need for follow-up visits and getting your lab back on track.

Our data-driven service model helps laboratories improve instrument availability, minimize unplanned disruptions, and sustain operational excellence. Providing stability and long-term performance to better serve patients every day.

Contact your local Roche team to learn more about our Smart Service Solutions and get your instruments connected today (available for most Core Lab and Molecular instruments).

To facilitate efficient interactions between your laboratory and our Service teams, you have access to a personalized and secure digital space that centralizes all your support Services.

Our exclusive customer portal features and array of service applications for quick access to support and information.