General Policies and Commitments

LLE General Policies and commitments at a Glance

A) Customer Service

London Laboratory Equipment Ltd (LLE) is committed to delivering exceptional customer service to all products, ensuring efficient communication, transparency, and responsiveness throughout the purchasing and product lifecycle.

As a UK-based SME specialising in laboratory, microscopy and liquid handling equipment, Glassware products, Parafilm M, and other Laboratory consumables, we have built a strong reputation for reliability, technical knowledge, and after-sales support among NHS, universities, and research institution clients.

1- Customer Satisfaction

1. Customer satisfaction is a central performance metric in our operations, and our processes are continuously reviewed to maintain service excellence.

2. Performance Evidence

Customer Satisfaction Approach

• LLE actively monitors customer feedback through online reviews, post-purchase surveys, and direct communication.

• We maintain an ongoing Customer Feedback Register, logging all compliments, suggestions, and complaints for monthly internal review and continuous improvement.

Key Performance Metrics:

Performance Area Target / Current Performance

Order accuracy 100% order verification prior to dispatch

On-time dispatch >98% of in-stock orders dispatched same day

Delivery performance >97% next-day delivery success rate (DHL)

Complaint resolution 100% resolved within 5 working days

We use these indicators to evaluate service delivery, identify areas for improvement, and ensure compliance with Framework expectations.

2. Management of Non-Working or Faulty Items

- Initial Assessment

• Customers can report a fault or non-working item via email, phone, or our online contact form, or a complaint form.

• Each report is acknowledged within one working day, and our technical team provides initial troubleshooting support to determine if the issue is user, software, or hardware related.

We replace any faulty product with no extra cost for our customers.

3- Resolution Process

1. Diagnosis: Remote technical assessment conducted within 48 hours.

2. Collection: If a hardware fault is confirmed within the warranty period, LLE arranges free collection and return for repair or replacement.

3. Repair or Replacement:

o Faulty units are repaired or replaced free of charge if covered under warranty (typically within 10–15 working days).

o For urgent cases, a loan unit can be provided to minimise disruption.(Due to availability)

4. Testing: All repaired or replacement items undergo full functionality and quality checks before being returned to the customer.

This streamlined process ensures minimal downtime and a transparent customer experience.

4. Returns Policy

Eligibility and Conditions

• LLE operates a 14-day returns policy for standard catalogue items.(T&Cs apply)

• Returns are accepted, only after pre-approval by sales team, where:

o The product is faulty or damaged upon receipt.

o The incorrect item has been supplied.

o The customer wishes to return unused, unopened items (subject to restocking approval).

• Customised, special-order, or non-standard products, and IVD products may not be returnable unless faulty, due to manufacturer restrictions.

Process

1. Customer contacts LLE within 14 days of receipt.

2. A Return Merchandise Authorisation (RMA) is issued.

3. Collection is arranged by LLE (if product fault confirmed) or returned at the customer’s cost for non-faulty returns.

4. Upon inspection

Refunds or replacements are processed within 5 working days of receiving the returned goods. LLE may consider to refund instead of replacement of an item in some certain cases due to keeping safety majors on delivery.

All returns are handled in accordance with the UK Consumer Rights Act and standard business-to-business terms.

5. Complaints Procedure and Escalation

Complaint Handling Process

• All complaints are logged in our Customer Service Register and acknowledged within 1 working day.

• A formal resolution plan is initiated immediately, involving investigation and communication with the customer until closure.

• Target resolution times:

o Minor complaints: Resolved within 3 working days.

o Complex/technical complaints: Resolved within 5–10 working days.

Escalation Pathway:

1. Stage 1: Customer Service Team — initial handling and resolution.

2. Stage 2: Technical Support Manager — escalation for complex technical or warranty-related issues.

3. Stage 3: Managing Director — final review and resolution if the customer remains unsatisfied.

LLE maintains full records of all complaints, corrective actions, and preventive measures, ensuring accountability and continuous improvement.

6. Communication of Service and Product Updates

To ensure full transparency, LLE will proactively inform both Institutions or customers of any relevant service or product changes, including:

• Product updates or replacements: Notification provided via email and website update prior to discontinuation or model change.

• Price variations: Communicated in advance and only implemented upon written approval where applicable by customer.

• New product introductions or software updates: Shared through product bulletins and catalogue updates.

• Service improvements or procedural updates: Communicated through periodic email circulars and available on our website.

All updates will be made available in a format suitable for inclusion in institutional procurement systems (e.g., CSV or Excel product lists).

7. Summary of Customer Service Commitments

Aspect Commitment

Faulty item handling Free collection & repair/replacement within 10–15 working days

Returns policy 14-day return window (T&Cs apply)

Complaint acknowledgment Within 1 working day

Complaint resolution 3–7 working days, depending on complexity

Escalation process 3-stage escalation (Customer Service → Technical Manager → Managing Director)

Service updates Transparent, timely notifications of any changes to products, pricing, or support

8. Conclusion

London Laboratory Equipment Ltd is dedicated to maintaining a consistently high level of customer service, built on responsiveness, technical expertise, and transparency. Our efficient returns, warranty, and communication procedures ensure that institutions receive reliable support throughout the equipment lifecycle. Through continuous monitoring of customer satisfaction and clear escalation processes, LLE ensures that all Framework participants receive dependable, professional, and accountable service at all times.

B) Quality Assurance

London Laboratory Equipment Ltd is committed to delivering consistent, high-quality products and after-sales service throughout the life of the Framework Agreement. Our Quality Assurance approach combines supplier-certification validation, defined incoming inspection and test procedures, and continuous improvement — all designed to maximise quality while controlling cost.

1. Embedding quality while minimising cost

Supplier selection and verification: We only distribute products from manufacturers that hold recognised quality management systems. These certificates identify the certifying body and scope on the documents provided. We verify certificates at onboarding and at periodic intervals.
Risk-based incoming inspection: Rather than 100% checks for every line (which increases cost and lead time), we apply a risk-based sampling regime:

High-risk or new-model shipments → 100% functional & visual inspection.
Established, low-risk SKUs → statistically valid sample inspection.
This reduces inspection cost/time while maintaining product safety and performance.

Standardised acceptance tests: All equipment or consumables defined functional tests on receipt. Failures invoke supplier corrective action and quarantine procedures.
Controlled storage & handling: UK warehouse follows documented storage procedures (SKU segregation) to avoid damage and waste.
Preventive maintenance & spare-parts strategy: Holding critical spare parts and enough stock for consumables, in the UK reduces emergency freight and associated premium costs.

2. Performance metrics (measured & reported)

We use the following KPIs to measure quality and efficiency. Targets shown are our standard objectives which we will report against to the Authority on request.

On-time delivery (OTD) — Target ≥ 95% (orders delivered within agreed lead time).
Order acknowledgement — Target: PO acknowledged within 1 business day.
Goods acceptance pass rate — Target ≥ 98% on first inspection.
RMA / Fault rate (returned as faulty) — Target ≤ 2% for electrical/optical equipment.
RMA turnaround (warranty repairs) — Target ≤ 15 working days where parts in stock.
Spare-parts fill rate — Target ≥ 95% from UK stock.
Technical response time — Target: initial technical reply within 1 business day; full resolution or plan within 5 working days.

3. Accredited quality management systems (certification)

All principal manufacturers we distribute are certified and produce to recognised standards:
The certifying body and certificate numbers are shown on the attached certificates; we keep copies on file and will provide these during audit.
Where required, we will provide manufacturer declarations of conformity, CE / UKCA documentation, and relevant test certificates per product.

4. How systems/services meet industry quality standards

Traceability & documentation: Each unit sold has supplier batch (where applicable) and warranty start date is from the invoice date. Technical datasheets, CE/UKCA declarations and test certificates are retained and can be supplied with consignments or on request.
Non-conformance & corrective action: Non-conforming goods are quarantined, investigated, and corrective/preventive actions are agreed with the manufacturer. Root-cause and corrective actions are tracked until closure.
Management review & continuous improvement: Senior management conducts periodic reviews of supplier performance, KPIs, and customer feedback. Findings drive supplier performance improvement plans, changes to inspection levels, or alternative sourcing where necessary.
Training & competence: All personnel handling technical enquiries, inspections or repairs are trained on standard operating procedures. We provide product training and troubleshooting guidance to customers and internal staff, in case of need.
Post-market surveillance & complaints handling: Warranty claims and service records are analysed to detect trends. Where a recurring defect appears, we work with the manufacturer on design, production or process changes and notify affected customers with recommended actions.

5. Cost-conscious quality controls

Value-based inspection & supplier performance tiers reduce unnecessary costs while protecting quality.
Consolidated purchasing and forecast sharing (rolling 12 months) with suppliers, reduces unit costs and freight premiums, and local stockholding of critical SKUs reduces urgent freight & price spikes

Evidence available on request

Copies of supplier ISO/ CE certificates.
Copies of manufacturer CE/UKCA declarations and datasheets for selected models.

C- Customer Loyalty and cost effectiveness

LLE, recognises the financial pressures currently faced across the society and will actively support cost reduction and price stability throughout the business to avoid extra cost for customers.

1. Due Diligence Process for Supplier Price Increase Requests

We apply a structured review and validation process before accepting any price changes from manufacturers or supply partners:

Written justification is required for any proposed increase, including explanation of underlying drivers (e.g., raw material cost, logistics, FX movement, component availability).
We request:

Confirmation of whether increases are temporary or permanent
Evidence of factory-wide or market-wide change, rather than product-specific uplift.

We benchmark proposed price changes against:

Historical order costs
International suppliers’ price lists
Comparable market products

Any increase must be approved by the Managing Director before being applied.
We do not automatically pass increases on to Institutions. Absorption or phased implementation will be considered depending on value and contract term.

2. Mitigating Cost Increases Passed to Institutions

To ensure stable and predictable prices for customers, we use the following controls:

Risk	Mitigation Measure
Cost increase at manufacturer	Advance forecasting to lock production pricing where possible.
Supply chain delays impacting cost	Safety stock held in UK to avoid urgent surcharge shipping.
Limited product availability	Multiple models and specification alternatives are held where appropriate. Normally, we have at least two versions of each product to match the budget and quality requirements of our customers.
Currency fluctuations	We place forward orders and negotiated fixed-term pricing with suppliers.

Additionally:

Where a manufacturer applies unavoidable price changes, we will:

Notify our customers immediately
Offer equal-performance alternative models where cost can be reduced.

3. Working with Institutions to Develop Cost Reduction Solutions

We will work collaboratively with our customers and Institutions to identify opportunities for savings, including:

Recommending functionally equivalent lower-cost models where appropriate.
Multi-year price stability agreements for high-usage product lines.
Assistance in standardising preferred configurations across departments to reduce variation and cost.
Annual usage analysis reports highlighting:

High-volume items suitable for bulk purchase pricing.
Items frequently purchased individually that could be grouped for savings.

Participating in joint reviews to align demand planning and reduce urgent or ad-hoc orders.

We are committed to transparency of pricing and will proactively suggest cost-saving alternatives rather than responding only when requested.

4. Discounts, Volume Pricing & Rebates

We offer a range of cost reduction mechanisms:

Volume-based discounts are applied automatically through our Shopify stock system, visible at the point of order.
Framework customers receive additional discount tiers based on agreed price files, and fixed for the contract duration and depending on contract conditions.
Early commitment / consolidated delivery schedules can be used to secure further price reductions on bulk purchases.

Summary Commitment

We will control and challenge supplier price increases, not simply accept or pass them through.
We will use stockholding, forecasting and multiple model availability to maintain price stability.
We will work proactively with Institutions to identify and implement cost-saving opportunities.
We provide clear and transparent volume discounts and annual rebate options.

D) Warranty Support, Servicing and Maintenance

London Laboratory Equipment Ltd (LLE) is committed to providing a high standard of after-sales service and technical support to ensure that all products supplied to our customers operate reliably throughout their expected lifecycle.

All products are sourced from ISO-certified OEMs, and are manufactured in accordance with CE, and ISO 9001/14001/13485 quality standards.

Our service model prioritises responsiveness, traceability, and minimal disruption to institutional operations.

1. Standard Warranty Period

· Standard Warranty: All of our equipment come with 1 year warranty and 3 years guarantee for parts. (Terms & Conditions apply).

· During the first 12 months of warranty, LLE provides free collection and return for any unit requiring repair due to manufacturing defects.

· Warranty coverage includes parts and labour for manufacturing faults. Damage caused by misuse or accidental damage is excluded but can be repaired at cost.

· Extended warranty packages can be provided upon request.

2. Service Delivery Model and Engineer Coverage

Service Approach:
LLE operates a Return-to-Base (RTB) and Collection-and-Return service model rather than onsite servicing for the majority of warranty issues. This ensures rapid turnaround and quality-controlled repairs directly by manufacturer-trained engineers.

Engineer Network:

· LLE maintains a UK-based technical support team trained to perform fault diagnostics, provide remote assistance, and coordinate repairs.

· Repairs and servicing are carried out by OEM-certified service engineers at authorised service centres, depending on the issue type.

· For on-site installations, demonstrations, or user training, we have technical representatives available in London who can travel nationwide as required, on additional cost.

3. Call-Out and Response Times

Although most faults are resolved through collection and return, we apply the following service response standards:

Fault Category	Initial Response Time	Collection / Resolution Commitment
Major Fault (equipment unusable or critical research impact)	Within 1 working day	Collection within 2 working days, repair/replacement within 10–15 working days
Minor Fault (non-critical or intermittent issue)	Within 2 working days	Collection within 5 working days, repair/replacement within 15–20 working days
Remote Support / Software Issues	Response within 1 working day	Resolution within 3 working days via remote access or software update

Note: Replacement units can be provided on a loan basis for urgent research-critical cases, due to availability.

4. Managing Downtime and Urgent Response

Minimising Disruption:

· LLE maintains spare units of key product lines for loan or temporary replacement to reduce downtime.

· We maintain a technical triage process to diagnose issues remotely, often resolving software or configuration issues without product return.

· Repairs are tracked through our Shopify-based system, which logs each case from receipt to return, allowing real-time updates to customers.

Urgent Response:

· For urgent cases, institutions can escalate directly to our dedicated support contact (via email or phone).

· If immediate replacement is required, LLE will dispatch an equivalent model (subject to availability) within 48 hours to maintain operational continuity.

5. Contingency and Continuity Planning

In the event that primary engineers or manufacturer service teams are unavailable:

· LLE may make agreements with independent, UK-based optical service engineers who can provide temporary support for urgent issues.

· For OEM-specific digital camera issues, LLE coordinates directly with the manufacturer’s European or UK distributors to ensure continuity.

· Spare part inventories are maintained both at OEM facilities and locally for rapid dispatch.

6. Product Lifecycle Support and Spare Availability

· Spare parts and technical support are available for a minimum of 2 years after product discontinuation or obsolescence.

· OEMs provide full documentation and firmware/software updates throughout product life, ensuring continued compatibility and serviceability.

· Refurbishment and upgrade options are available for older microscope frames to extend lifespan and reduce replacement waste.

7. Service Performance and Compensation

· LLE tracks and records all service cases for transparency and performance monitoring.

· In the unlikely event that warranty support falls below agreed service levels (e.g., excessive repair delays), we may provide service credits in the form of extended warranty coverage or discounted future servicing.

· Any missed performance targets will be reviewed internally to identify and correct the root cause.

8. Summary of Warranty and Support Commitments

Aspect	Commitment
Warranty period	1 years (standard)
Year 1 collection and return	Free of charge for manufacturer faults
Response to major faults	Within 1 working day
Spare parts availability	Minimum 4 years post-obsolescence
Temporary loan equipment	Available for urgent cases
Downtime management	Rapid diagnosis, remote repair, and replacement options
Software transition support	Full compatibility assurance for Windows 11 upgrades
Compensation / Service credits	Offered where minimum standards not met

Conclusion

London Laboratory Equipment Ltd’s warranty and service delivery model is designed for reliability, traceability, and minimal disruption. By combining responsive local support with manufacturer-certified repairs, proactive communication, and long-term parts availability, we ensure that institutions receive a dependable, transparent, and sustainable level of service throughout the entire lifecycle of their equipment.

E) Schedule of Operation

London Laboratory Equipment Ltd (LLE) operates a highly efficient and transparent order fulfilment process designed to ensure timely and accurate delivery of orders, and quote requests.

Our systems and procedures are tailored to meet institutional requirements, including reliability, stock visibility, and prompt communication. As a small, specialised distributor, we are able to provide a flexible and customer-focused service that supports the high standards expected across NHS and higher education institutions.

1. Ordering and Stock Management Procedures

Order Placement Methods

Orders can be placed through multiple channels for convenience:

Online catalogue via our Shopify website, which provides live stock levels and automatic quantity-based discounts.
Purchase orders (POs) submitted via email, post, or institutional procurement portals (e.g., OneAdvanced, AMICI, or direct e-procurement uploads**).

Order Acknowledgement Process

All orders are acknowledged within one working day of receipt.
The order acknowledgement includes:

Confirmation of product details and quantities
Estimated delivery date (EDD)
Tracking reference (where applicable)
Any relevant updates on stock or substitutions

Stock Management System

Our Shopify-based inventory management system maintains real-time stock levels for all products.
Stock quantities are updated instantly upon order placement to avoid overselling.
Automatic notifications alert our fulfilment team when stock reaches reorder thresholds, ensuring continuous product availability.
Stock replenishment orders are placed with OEMs proactively to maintain adequate buffer stock for core models.

Order Discrepancies and Communication

In the unlikely event of a stock discrepancy, the customer is notified within 24 hours of order receipt.
Institutions are offered the following options:

Accept part delivery (with remainder to follow)
Substitute with an equivalent model (subject to approval)
Receive a full refund or credit note

LLE ensures transparency at every stage to prevent operational disruption to research or teaching activities.

2. Delivery Lead Times and High-Demand Orders

Standard Lead Times

All in-stock items ordered before 13:00 (UK time) are dispatched the same working day.
Standard delivery to UK mainland institutions is via Royal Mail or YODEL. (3-5 days). It costs £5.49 for orders under £60, and free for any order over £60 net.
Express delivery is by DHL Next-Day Service. non-mainland UK or remote areas, deliveries typically take 2–3 working days. It is £6.99 for orders under £60, and £2.99 for orders over £60 net.
Also, we request for an additional delivery cost of £3.99 for orders over 15Kg, or more that one parcel.
*All prices Ex. VAT

High-Demand / Urgent Orders

Urgent or high-priority orders are flagged within our system for expedited handling.
For critical research or teaching requirements, we offer same-day dispatch with guaranteed next-day delivery.
Customers are provided with real-time tracking links to monitor shipment progress.
In the event of extraordinary demand or import delays, we provide advance notice with revised delivery estimates and alternative stock options if available.

Backorders and Imports

For out-of-stock or special-order items sourced directly from manufacturers, typical lead time is 3–4 weeks, depending on product type and shipping method.
LLE consolidates import shipments to reduce environmental impact while maintaining efficient turnaround for customer orders.

3. Delivery Methods and Handling

Delivery Methods

All UK deliveries are made through our trusted logistics partners, primarily Royal Mail or DHL Express.
Our couriers professional delivery network ensures reliable, traceable, and environmentally responsible transport across all UK regions.
For large institutional deliveries or multi-unit shipments, LLE can arrange palletised delivery or direct courier service by prior agreement.

Loading/Offloading and Handling

All shipments are securely packaged to prevent damage, using recyclable and protective materials.
Larger consignments are labelled with handling instructions and weight indicators to ensure safe offloading by institutional staff or facilities teams.

Proof of Delivery (POD)

POD and tracking details are retained electronically and can be supplied to the customer or contracting authority upon request.

4. Installation, Commissioning, and Testing Procedures

Scientific Equipment

All our provided equipment are factory pre-assembled and calibrated before shipping. Upon delivery, they require minimal setup.
Step-by-step installation and user guides are provided in digital format to reduce paper waste.
Technical assistance is available by email, phone, or video call to guide users through assembly or calibration if required.

Software

LLE provides installation support for digital imaging software (e.g., ToupView/ToupLite).
Remote assistance is available to guide users through driver installation, configuration, and calibration.
For installations involving multiple systems, we can provide preconfigured software packages to minimise IT setup time.

Commissioning and Testing

Before dispatch, each product batch is inspected and tested for:

Physical condition and completeness
Optical alignment and image quality (for microscopes)
Firmware and software functionality (for digital cameras)

Each item passes through a pre-delivery quality assurance check to ensure it meets manufacturer and framework specifications.

5. Summary of Key Operational Service Commitments

Aspect	LLE Commitment
Order placement	Online (Shopify), PO (email/portal)
Order acknowledgement	Within 1 working day
Stock visibility	Real-time live stock tracking
Dispatch time	Same-day dispatch for orders before 13:00
Standard delivery	DHL Next-Day (UK Mainland) – Free of charge
Urgent orders	Priority handling and same-day dispatch
Discrepancy communication	Within 24 hours with alternatives offered
Installation & testing	Pre-calibrated, digital setup support provided
Quality checks	Full pre-dispatch inspection and verification

6. Conclusion

London Laboratory Equipment Ltd’s operational procedures are built around efficiency, transparency, and customer satisfaction. Our real-time inventory system, fast same-day dispatch, free next-day delivery, and responsive communication ensure that institutions receive a consistently high level of service throughout the order and delivery process. Combined with pre-tested, factory-calibrated instruments and responsive technical support, LLE’s operational methodology fully meets the Framework’s specification requirements for
reliability, responsiveness, and service quality.

F) Cyber Security

London Laboratory Equipment Ltd takes cyber security seriously and aligns our technical controls and operating procedures with the principles of the UK Government Cyber Essentials scheme. We do not currently hold Cyber Essentials certification, but we operate equivalent, demonstrable controls and are prepared to pursue formal certification if required by the Authority, in collaboration with Signel Digital Co., UK.

1. Alignment with Cyber Essentials principles — summary mapping

Cyber Essentials specifies five core technical controls. Below we map our existing controls to each control and explain how we meet them in practice.

a) Boundary firewalls and internet gateways (prevent unauthorised access to/from private networks)

• All company endpoints and servers operate behind a managed firewall at our office/hosting provider level. Where cloud services are used (Shopify, OneDrive), we rely on the provider’s hardened boundary controls and enforce strong access controls for administration.

• Remote access to our internal network for support is only permitted via an approved VPN with MFA and firewall rules limiting access by IP, service and port.

• Outbound traffic is restricted by domain and protocol controls where possible to limit exfiltration and malware callbacks.

b) Secure configuration (ensure systems are securely configured)

• All company devices (workstations, laptops) are standardised to a secure build image with disabled unnecessary services, enforced local firewall and device encryption (BitLocker or equivalent).

• Shopify hosting and other SaaS solutions are used for customer-facing systems; we enforce strong authentication, least-privilege administration and audit logging on those platforms.

• Default passwords are never used; password hygiene is enforced via Bitwarden and monthly vault-health audits.

c) Access control (only authorised individuals have access)

• All user accounts require MFA (2FA via TOTP, FIDO2/WebAuthn passkeys where supported) and unique accounts — no shared generic accounts for staff.

• Role-Based Access Control (RBAC) is used: staff are granted the minimum permissions required for their job role (least privilege).

• Privileged actions (administration, payment, order release) require two-person control or Manager approval.

• Third-party access (Rohans Accountant Ltd, Signel Co. Ltd) is restricted to time-limited, scoped access and only via secure credential sharing (Bitwarden secure links) or temporary accounts.

d) Malware protection (protect against malicious software)

• All endpoints have enterprise-grade anti-malware/AV installed and centrally managed with daily signature updates and scheduled scans.

• Email filtering and anti-phishing controls are applied at the mail gateway (SPF, DKIM, DMARC configured for our domain).

• Web browsing controls and URL filtering reduce exposure to malicious sites.

e) Patch management (manage updates & known vulnerabilities)

• Windows/macOS endpoints are configured to receive updates automatically; security updates are applied on a monthly cadence (standard patch cycle). Critical or actively exploited vulnerabilities are assessed and patched within 72 hours where possible.

• Server, network device and firmware patching is done per vendor guidance; we maintain an inventory of critical devices and firmware versions.

• For third-party SaaS (Shopify, OneDrive), we rely on vendor-managed patching and monitor vendor advisories for issues affecting services.

2. How we ensure OS & operating software remain up to date during equipment lifespan

• Firmware & software inventory: For each product, where applicable, we log firmware/software versions and the manufacturer’s update policy. This inventory is reviewed annually and on any security advisory from the manufacturer.

• Manufacturer coordination: Firmware/driver updates for products are typically supplied by the manufacturer. We maintain direct technical contacts with those manufacturers and will coordinate and test updates in a controlled environment prior to deploying to customer equipment.

• Deployment process: Minor/regular updates are scheduled (non-critical) and communicated in advance to institutions. Critical security updates are prioritised and applied on an accelerated schedule after verifying compatibility. All updates follow change-control procedures and rollback plans.

• End-of-life (EOL) management: We notify customers at least 6 months before any model reaches manufacturer EOL and propose replacement or mitigation options.

3. Measures to prevent unauthorised access to private networks

• Enforced VPN with MFA for any remote connections to internal support systems (no permanent inbound remote desktop access).

• Use of secure remote-access tools that support session recording and least-privilege access (temporary support sessions initiated by customer consent).

• Network segmentation: administrative systems are separated from operational/production networks.

• Device and media control: removable media use is restricted and encrypted when permitted.

4. Ensuring only authorised individuals access data & systems

• RBAC + MFA + password manager (Bitwarden) for credential lifecycle and secure sharing.

• Temporary support accounts for third-party or vendor access — automatically time-limited and logged.

• All administrative activity is logged and reviewed periodically; privileged account activity is monitored.

5. Protecting against malicious software threats

• Centrally managed anti-malware/EDR where available on work devices; daily signature/behavior updates.

• Email gateway filtering, link scanning and attachment scanning.

• Security awareness training for staff and clear procedures for suspicious emails and incidents.

• Periodic vulnerability scanning of public-facing assets and remediation of findings.

6. Managing updates and patches for known vulnerabilities

• Firmware update policy for imaging hardware: maintain manufacturer firmware inventory, test updates in a controlled environment, communicate schedule to customers, apply updates per change control.

• Patch evidence and change logs are retained for audit for the operational lifespan of equipment.

7. Protecting Institutions’ data during servicing and maintenance

• Prior authorisation & scope: All remote sessions require prior authorisation from the Institution and a defined scope of work. Access is only for the agreed task.

• Temporary and auditable access: Remote servicing uses time-limited service accounts or VPN credentials; credentials are revoked immediately after the session. Session activity is logged; remote sessions recorded where requested by the Institution.

• Least-privilege & data minimisation: We access only the minimum systems/data required to perform maintenance. We do not export customer data unless explicitly authorised and documented.

• Data confidentiality & deletion: Any data retrieved for diagnostics is deleted from our systems within a defined retention period (typically 30 days) unless retention is required for warranty/repair evidence; this is agreed with the customer. We use encryption at rest and in transit for data we store or transfer.

• Contracts, NDAs & supplier obligations: All engineers and subcontractors accessing customer systems are bound by contractual confidentiality obligations and are required to comply with our security procedures. NDAs can be signed on request.

8. Servicing access to manufacturer-supported devices

• For camera/microscope firmware and driver updates we coordinate with the manufacturer. If the manufacturer requires remote access to a device, we ensure time-limited manufacturer access credentials and require evidence of the manufacturer’s security processes prior to granting access.

• We will not permit unsupervised, open-ended vendor access to Institution networks.

9. Incident response, reporting & business continuity

• Backup & recovery: critical business data is backed up to OneDrive with versioning and offline backups in place; Shopify transactional backups are taken quarterly, and on-demand exports are available for recovery.

• We perform periodic tabletop exercises to validate response steps.

10. Certification & assurance

• Current status: London Laboratory Equipment Ltd is not currently Cyber Essentials certified.

• Equivalent measures implemented: MFA, RBAC, hardened device images, managed AV/EDR, secure remote-access controls, encryption, secure password management, backups and a documented IR process.

11. Contact & escalation

Cyber & Technical Contact: Authorised Officer / IT & Security Lead In collaboration with Signel Digital Co.

Please do not hesitate to contact us for any further information about our products and services.

Kindest regards,

Management Team

info@londonlaboquip.com