Scientists with research experience in genetics and gene expression receive extensive and ongoing training on Illumina protocols and software so they can provide you with comprehensive, efficient training. Using a combination of lectures, hands-on laboratory training, and applied software training with practice data sets, the Field Applications Scientists can make most lab staffs highly proficient in generating industry-leading data quality at unparalleled throughput levels in less than a week. Interactive software training enables labs to quickly evaluate and interpret their data, and regularly scheduled on-site and web-based advanced training focuses on more sophisticated analysis techniques. All of your training is included with the purchase of your system.

Our Quality Assurance Department is part of Customer Solutions specifically to put constant improvement as close the customer as possible. The department meets weekly to review opportunities to improve manufacturing processes, customer training, and issue tracking.

• We develop and manufacture innovative, high-quality products and services for the research and development, health care, and life science markets.
• We deliver our products and services to our customers on time.
• We provide employees with the training and resources necessary to meet or exceed customer expectations.
• We monitor processes and products to identify opportunities for continuous improvement.

The Customer Solutions Team, composed of scientists, engineers, software, LIMS, and networking specialists as well as Quality Engineers and Quality Scientists, is your primary point of contact with Illumina. We begin our relationship with you as soon as you purchase your system, and in many cases even before. It is our responsibility to install, qualify, maintain, and repair your system, provide you with training to ensure you are an expert user, and enable you to use the system for any one of the many applications supported by the technology. We are here to answer your questions, solve your problems, and empower you to maximize the impact of Illumina technology in your lab.

Every Illumina system is installed by our team of veteran Field Service Engineers, who have an average of over 15 years of experience with optical scanners and laboratory instrumentation of all types. The Field Service Team will help you configure your lab and facilities before they unpack, install, and calibrate everything in your system.

Unlimited support by Illumina's world-class Technical Service Scientists for as long as you own your system is included with every system. Published scientists who are experts in their fields and have direct access to our applications laboratory and R&D staff will answer your phone calls in less than 30 seconds 95% of the time, and your emails in less than two hours during normal business hours.

Technical Support
Hours of operation: 7:00AM–5:00PM PT
Toll-free (North America): 800.809.4566
Outside North America: 858.202.4566
FAX: 858.202.4766
Email: techsupport@illumina.com

Technical Support Scientists can diagnose and resolve almost any issue from the Support Center using their extensive training and experience, leveraging our internal knowledge base and employing our cutting-edge remote-desktop capabilities. Whether you have questions about how to plan a project, interpret the quality of your data, or analyze the results, the Technical Support Team is available to help move you forward. We use an industry-leading database system to track, resolve, and report on every issue we handle, including root cause and resolution time analysis.

If Technical Support is not able to resolve an issue, they will dispatch Field Service Engineers or Field Applications Scientists who are located throughout the world to ensure rapid response times. Ongoing satisfaction surveys identify areas where we are exceeding your expectations and those in which we need to improve our training or processes.

Illumina's Customer Support Team is also available to help you identify the correct products, place your orders, and take advantage of our discount programs.

Customer Service
Hours of operation: 7:00AM–5:00PM PT
Toll-free (North America): 800.809.4566
Outside North America: 858.202.4566
FAX: 858.202.4766
Email: orders@illumina.com