The factory
Design, build and testing happen in the same plant, in Cernobbio, Italy. Whoever answers the phone can pull up your system’s drawing, bill of materials and test report.
/// Global support
Global Service
When a system stops there is only one question: who comes, and how soon. This is how Vinci service works — from remote diagnosis to the on-site visit, from original spare parts to acceptance testing before shipment.
/// How it works
What happens when you call
Most stoppages need no travel: they are solved by looking at the panel remotely. When a pair of hands is needed on site, the path is already defined before it is needed.
- 01
One point of contact
Support starts at info@vincilsa.com or +39 031 812 9077, quoting the system’s model, serial number and year. The request reaches the team that built that system, not a call centre.
- 02
Remote diagnosis
With your authorisation and over encrypted channels, our engineers see the bioreactor’s control panel in real time. Software errors, drifting calibrations and process anomalies are identified without waiting for a trip.
- 03
On-site visit
When the fault is mechanical, a Vinci engineer or the authorised partner for your region comes out. Response times follow the contract: within 5 working days on Silver, 48 hours on Gold, 24 hours on Platinum.
Response times, preventive maintenance, IQ/OQ qualification and certified calibration are set out in the three service contracts. Compare the plans →
/// The network
Who answers, and from where
Authorised partners
Outside Italy we work through a network of authorised partners and technical hubs, trained on our systems, for sales, commissioning and local maintenance.
[DA CONFERMARE: elenco dei paesi e delle regioni coperte da un partner con tecnici formati, da pubblicare qui]
Spare parts
We use original Vinci spare parts only: for fluid-contact parts, materials compliant with USP Class VI. Gaskets, mechanical seals and sensors stay available for the life of the system.
[DA CONFERMARE: tempo di consegna standard di un ricambio a magazzino, e se esiste un kit di primo intervento consigliato]
To find out who covers your region, ask for the nearest Vinci contact. Find a local expert →
/// Acceptance testing
FAT and SAT, remotely too
A system does not leave the factory before it has been assembled and tested. Customers who cannot fly to Cernobbio attend the test over video, with every check run in front of them.
FAT — factory acceptance test
The system is fully assembled at our plant and tested to a protocol agreed in advance: pressure holding, control loops, alarms, sterilisation sequences and software functions. The signed report then travels with the shipment.
Remote attendance is provided for: a video link from the test bay, the camera on the instruments and the panel, and the same signatures on the protocol.
[DA CONFERMARE: durata tipica di un FAT, chi redige il protocollo, se la sessione da remoto viene registrata e consegnata]
SAT — site acceptance test
After installation the same checks are repeated at your site, on your utilities and with your staff: that is where it shows whether the real steam pressure, cooling water and compressed air hold up the process.
It is the step onto which IQ and OQ are grafted when the system has to be qualified for GMP use.
/// Shipping
From the test bay to your plant
Every system ships packed for the transport it will face, with the user manual and the compliance certificates. Delivery is followed by installation, commissioning and the SAT.
[DA CONFERMARE: Incoterms abituali, tipo di imballo (cassa in legno trattato ISPM-15? atmosfera protetta?), chi segue le pratiche doganali, e se l’installazione è inclusa o quotata a parte]
