Instrument Service Contract Plans

Illumina Product Support Services Plans help maximize performance and productivity with reliable, high-quality results at various cost-effective levels.

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.

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 reagents 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 [email protected].