Instrument Service Contract Plans
Illumina Product Support Service Plans help maximize performance and productivity with reliable, high-quality results at various cost-effective levels. For the most up to date information and pricing, please reach out to your local Illumina sales representative. For help getting in touch with sales, see Contact Illumina Sales.
A standard 1-year base warranty is included with every new Illumina instrument purchase, along with installation* and basic applications trainings. Illumina also offers several tiered Service Plans to upgrade the base warranty to an enhanced service level or extend service coverage beyond the 1-year warranty. Below is a description of the current offerings for base warranty or service contract.
1-Year Base Warranty
Instrument repair parts, labor, and travel.
5 business day on-site response time target.
Reagent replacement due to instrument failures.
Hardware and Control Software updates.
Applications support.
5 × 8 phone and email access to Technical Support (8 hours per day, Monday to Friday).
Bronze
Instrument repair parts, labor, and travel.
3 business day on-site response time target.
No reagent replacements due to instrument failures.
Applications support.
Hardware and Control Software updates.
5 × 8 phone and email access to Technical Support (8 hours per day, Monday to Friday).
Silver
Instrument repair parts, labor, and travel.
2 business day on-site response time target.
Reagent replacements due to instrument failures.
1 Annual Preventive Maintenance.
Applications support.
Hardware and Control Software updates.
5 × 18 phone and email access to Technical Support (18 hours per day, Monday through Friday).
Gold
Instrument repair parts, labor, and travel.
Next business day on-site response time target.
Reagent replacements due to instrument failures.
1 Annual Preventive Maintenance.
1 Operational Qualification (OQ) at Preventive Maintenance visit and after a qualified repair.
Applications support.
Hardware and Control Software updates.
5 × 24 phone and email access to Technical Support.
See Illumina Instrument Service Plans for more information. * The MiSeq i100 Series and iSeq 100 are customer-installed in some Regions.
For any feedback or questions regarding this article (Illumina Knowledge Article #3016), contact Illumina Technical Support techsupport@illumina.com.
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