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 extended service coverage beyond the 1-year warranty.

1-Year Base Warranty

• Repair parts, labor, and travel.

• 5 business day on-site response time target.

• Reagent replacement due to instrument failures.

• Hardware and software updates.

• Application support.

• 5 × 8 phone and email access to Technical Support (8 hours per day, Monday to Friday).

Bronze

• Repair parts, labor, and travel.

• 3 business day on-site response time target.

• No reagents replacements due to instrument failures.

• Application support.

• Hardware and software updates.

• 5 × 8 phone and email access to Technical Support (8 hours per day, Monday to Friday).

Silver

• Repair parts, labor, and travel.

• 2 business day on-site response time target.

• Reagent replacements due to instrument failures.

• 1 Annual Preventive Maintenance.

• Application support.

• Hardware and software updates.

• 5 × 18 phone and email access to Technical Support (18 hours per day, Monday through Friday).

Gold

• 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.

• Application support.

• Hardware and software updates.

• 5 × 24 phone and email access to Technical Support.

See Illumina Instrument Service Plans for more information.

For any feedback or questions regarding this article (Illumina Knowledge Article #3016), contact Illumina Technical Support [e-mail].