Frequently Asked Questions

We are authorized distributors and partners for world-leading laboratory equipment manufacturers including:

• Qiagen — DNA extraction, PCR, NGS sample prep
• Thermo Fisher Scientific — Genetic analyzers, qPCR, spectroscopy
• Illumina — Next-generation sequencing platforms
• Promega — STR kits, DNA quantification
• Applied Biosystems — Capillary electrophoresis, real-time PCR
• Sirchie — Forensic evidence collection

All equipment we supply comes with manufacturer warranty and genuine accessories.

Yes, we provide ongoing supply of consumables and reagents from the same trusted manufacturers. This includes:

• DNA extraction kits (manual and automated)
• PCR master mixes and amplification reagents
• STR amplification kits for human identification
• Sequencing consumables and library prep kits
• Reference standards and quality control materials
• Pipette tips, tubes, and plasticware

We ensure proper cold chain logistics for temperature-sensitive reagents.

Delivery times vary depending on the product and its availability:

• In-stock items: 1-2 weeks within Rwanda
• Standard equipment: 4-8 weeks (manufacturing + shipping)
• Customized systems: 8-12 weeks
• Consumables: 2-4 weeks (with cold chain for reagents)

We provide estimated delivery dates with every quotation and keep you updated throughout the process.

Yes, we can arrange equipment demonstrations for prospective clients. Options include:

• On-site demonstrations at your facility
• Virtual demonstrations via video conference
• Site visits to reference laboratories using similar equipment
• Attendance at regional trade shows and exhibitions

Contact us to schedule a demonstration for any equipment you're considering.

All equipment comes with the original manufacturer's warranty, typically:

• Major instruments: 1-2 years
• Computers and accessories: 1 year
• Extended warranties: Available for purchase

Warranty covers manufacturing defects and component failures under normal use. We handle all warranty claims locally to minimize downtime for your laboratory.

We offer comprehensive consultation services for forensic and analytical laboratories:

• Lab Setup: Design, equipment selection, and workflow planning
• ISO 17025 Accreditation: Gap analysis, documentation, method validation
• DNA Workflow Optimization: Extraction, PCR, sequencing workflows
• Method Development: Chromatography, spectroscopy methods
• Quality Management: QMS development, internal audits

Our consultants have hands-on experience in forensic laboratory operations.

Yes, training is a key component of our service offering. We provide:

• Equipment operation training (included with purchase)
• Advanced application training
• Maintenance and troubleshooting workshops
• Method-specific training (DNA analysis, chromatography, etc.)
• Quality management and documentation training

Training can be conducted at your facility or at our offices in Kigali. Participants receive certificates upon completion.

Our preventive maintenance program ensures your equipment stays in optimal condition:

• Scheduled visits based on manufacturer recommendations
• Cleaning, calibration, and performance verification
• Replacement of wear parts before failure
• Software updates and configuration backup
• Detailed service reports for audit trails

We offer both per-visit service and annual maintenance contracts with priority response.

Yes, we have extensive experience helping laboratories achieve ISO 17025:2017 accreditation. Our support includes:

• Initial gap analysis against ISO 17025 requirements
• Quality management system documentation
• Method validation protocols and execution
• Equipment qualification (IQ/OQ/PQ)
• Measurement uncertainty calculations
• Internal audit preparation and training
• Pre-assessment review before accreditation body audit

We strive to provide prompt technical support:

• Phone/Email response: Same business day
• Remote troubleshooting: Within 24 hours
• On-site visits (Rwanda): 24-48 hours
• On-site visits (other countries): 3-5 business days

Clients with annual service contracts receive priority response and dedicated support contacts.

Power requirements vary by equipment. Common specifications for our region:

• Standard equipment: 220-240V, 50Hz (compatible with Rwanda grid)
• High-power instruments: May require dedicated circuits
• UPS recommendation: Essential for sensitive instruments
• Voltage stabilizers: Recommended for areas with fluctuating power

We assess your facility's electrical infrastructure and provide recommendations during consultation.

Most laboratory equipment requires controlled environmental conditions:

• Temperature: 18-25°C (air conditioning usually required)
• Humidity: 30-70% relative humidity
• Dust control: Filtered air, minimal particulates
• Vibration: Stable benches for sensitive instruments

Specific requirements are provided with each equipment quotation.

Software packages depend on the instrument and application:

• Instrument control software: Always included
• Data analysis software: Usually included (basic version)
• Advanced analysis modules: May require additional license
• LIMS integration: Available for most major systems
• 21 CFR Part 11 compliance: Available for regulated environments

We help you select the right software configuration for your needs.

Equipment validation for ISO 17025 typically involves three phases:

• Installation Qualification (IQ): Verifies correct installation per specifications
• Operational Qualification (OQ): Confirms equipment operates within manufacturer specs
• Performance Qualification (PQ): Demonstrates equipment performs for your specific applications

We provide complete IQ/OQ/PQ documentation and can perform the validation or train your staff to do it.

We use traceable calibration standards for all calibration services:

• Calibration standards traceable to national/international standards (NIST, NPL)
• Certified reference materials from accredited suppliers
• Equipment calibrated by ISO 17025 accredited laboratories
• Complete calibration certificates with measurement uncertainty

All calibration records are maintained for traceability and audit purposes.