Last Updated: March 16, 2020, 5:00 PM PST

Dear Biocare Customers,

Biocare Medical has been closely monitoring developments around the news of the novel coronavirus (COVID-19). Our COVID-19 preparedness is part of a Company-wide business continuity program. The goal of our planning is to enable Biocare to support our customers’ needs with a minimal level of disruption.

Most important to us is the safety of our employees and our customers, which is why we have taken the following preventive measures:

• Restricted all non-essential business travel;
• Activated our internal emergency policy for our staff;
• Activated our Business continuity plan which includes building inventory of raw materials;
• Increased manufacturing production to ensure higher levels of inventory over the next 2-3 months;
• Activated remote technology plans that will enable us to conduct business anywhere and continue to serve our customers’ needs at the highest levels.

We do not anticipate any disruptions in our production however, in an abundance of caution, we recommend all customers submit orders for critical products immediately.We will continue to ship product given available shipping channels remain open (FedEx / UPS / USPS).

We reserve the right to limit quantity based on demand to ensure even flow of products for critical testing across the world.In the event this should occur, we will communicate as quickly as possible to all customers.

As this situation evolves, we will continue to do everything we possibly can to protect our employees and our customers. We very much appreciate you taking the time to read this and thank you for your continued trust in Biocare and our company mission of ‘Fighting Cancer One Slide at a Time.’

We have prepared a list of Frequently Asked Questions on the next page to help you understand our current position and how you can be assured of Biocare’s commitment to your success over the next several weeks.

Best Regards,

Chris Gildea, Chief Commercial Officer

What is Biocare doing to ensure continuity of supply?

Over the past several weeks we have focused our business planning on ensuring continued supply of antibodies, detection kits, and general reagent products. We have scaled up larger volume of our raw materials to be prepared for ambiguous scenarios created by COVID-19. The Biocare manufacturing and operations teams have built approximately 3 months of safety level inventory on critical products and remains committed to meeting customer demand over the next several months.

Will Biocare continue to ship products over the course of the COVID-19 challenges?

We plan to continue business as usual throughout 2020. We have shipping contracts across all international vendors, including FedEx and UPS, and plan to utilize any means necessary to deliver product to our customers. Customers who require product quickly can still rely on our ability to find the right shipping options to deliver product safely. If any customer should require alternative shipping methods, we ask that you please contact customer service and we are happy to accommodate.

Our manufacturing and shipping functions will be operating under normal conditions. Shipments will be sent daily on all orders that are received before the cut-off time for shipments to your locations. We will monitor closely and adjust our personnel and staffing in accordance with local and federal directives.

Given the ever-changing nature of the situation, Biocare is recommending all customers submit orders for critical products immediately. We reserve the right to limit quantity based on demand to ensure even flow of products for critical testing across the world. In the event this should occur, we will communicate as quickly as possible to all customers. We will continue to ship product as long as shipping channels remain available (FedEx / UPS / USPS).

What is the availability of sales personnel, customer service, and technical services over the next several weeks?

We have set up remote support centers for all critical business functions. If you need support, please contact any of our customer teams and we will be happy to meet your needs. Field Sales personnel have been asked to respect all institutional requirements, including staying off hospital campus until further notice. During hospital and institutional social distancing, we are happy to meet via Web Conference, telephone, or email needs. Electronic meeting options will be provided for as long as necessary and can be provided at times that are most convenient for you.

Customer Service will remain open during standard business hours (6:30am PST – 5:00pm PST).
Customer Service: 800.799.9499 Option 1

Technical Support will remain open during standard business hours (4:00am PST – 5:00pm PST) and maintains a 24/7 support line.
Technical Support: 800.799.9499 Option 3

Our website, www.Biocare.net, will also be active 24 hours a day 7 days a week and does provide options for online ordering.

What if I have a current order on backorder?

We greatly apologize for this inconvenience. We strive to ensure rapid order fulfillment for all our customers. When a backordered product comes into our inventory, we will ship immediately for quick delivery. Customer Service and Sales staff will alert you before we ship to ensure you are still in need of the product.

What should I do if my Biocare instrument needs service over the next several weeks?

We understand that IHC instrumentation is critical to ensuring the workflow of your diagnostic laboratory. We remain at full staff on all Field Service Engineers and Field Application Specialists to serve your needs in the event of an instrumentation outage. Should you need assistance, please contact Biocare Technical Support and we will dispatch the appropriate personnel to your location in accordance with your current Service Contract with Biocare Medical.

Our most important request, in the event of dispatch of Field engineer personnel, is that you coordinate with your institution to allow Biocare personnel on your campus to service instrumentation. We will ensure safe arrival of the personnel however we do need your support in ensuring access to IHC instrumentation for repairs or service.

Where appropriate, we will attempt to support your repair needs remotely. We will reserve dispatch of field personnel to scenarios requiring on-site repair or support. Support requests will be filled on a first come, first serve basis.

How will Biocare react if air-shipments are put on hold or air travel is restricted?

Although we hope this scenario does not come to fruition, we have built contingencies into our business planning.

The best approach is to act now so we can respond accordingly.

Given the ever-changing nature of the situation, Biocare is recommending all customers submit orders for critical products immediately. We reserve the right to limit quantity based on demand to ensure even flow of products for critical testing across the world. In the event this should occur, we will communicate as quickly as possible to all customers. We will continue to ship product as long as shipping channels remain available (FedEx / UPS / USPS).

Should air channels be restricted or closed, Biocare will utilize refrigerated truck shipments to move goods. This will slow the delivery of our products however will prevent outages.

Field Service engineers will utilize car and roadway to reach instruments in need of service. We will communicate with any customer who is in high need of service and provide real-time updates to our availability and time-of-arrival.

What if my product is not available when I place my order?

In the event of this occurrence, Biocare sales staff will alert you of your options and potential alternative products to keep your lab running.