Services

Instrument service plans

Protect your investment and keep your instrument running smoothly with reliable service for maintenance, repairs, and updates

Profile image of two male scientists, one training, looking at the start screen on a NextSeq 1000/2000 in a dry lab; female scientist sitting at a desk in the background.

Minimize interruptions to workflows and improve productivity 

A wide variety of Illumina Instrument service plans offer peace of mind, knowing that fast, onsite service is available if and when you need it. A standard one-year base warranty is included with every new Illumina instrument purchase.  Installation and training on the instrument is also included with most instrument purchases.

Several tiered service plans are available to upgrade the base warranty to an enhanced service level or extend service coverage beyond the one-year warranty. You can upgrade a plan at any time during your warranty, extend coverage after your warranty, or renew your service contract as needed.

Illumina instrument service plans 

  Bronze Silver Gold
Descriptions Affordable protection against potentially costly repairs; best suited for budget-sensitive customers Most popular full-service plan, balancing performance, productivity, and cost Maximizes performance and includes an operational qualification service that provides audit-ready reporting
Best suited for Budget-sensitive customers A wide range of research, translation, and applied genomics customers with medium to high sample volume, small to medium fleet size, and requiring high instrument availability with redundant back-up capacity Labs in an environment requiring the fastest onsite response plus peace of mind in adherence to stringent guidelines
Terms 1 year 1 year 1 year
Replacement parts
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Replacement reagents for instrument failure  
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Labora
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Phone supportb 5 × 8 5 × 18 5 × 24 (all regions)
Targeted onsite response time 3 business days 2 business days 1 business day
Preventive maintenance   1 1
Qualifications     OQ add-onc
Control software/hardware updates
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Application troubleshootingd
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  • The Silver and Gold plans are only available in select geographies.
  • Ancillary equipment support, hardware and software upgrades, and support for third-party library preparation kits are not included in the service contract offers.
  1. Standard onsite support hours (in local time; excluding regional national holidays):
    Americas: Monday to Friday 8 AM–5 PM
    Asia Pacific: Monday to Friday 9 AM–5:30 PM
    Europe, Middle East, and Africa: Monday to Friday 9 AM–5:30 PM
    Support performed outside of standard hours or offsite can incur overtime charges.
  2. 5 × 18 phone support is Monday 8 AM (SST)–Friday 5 PM (PT)
  3. One operational qualification (OQ) at preventative maintenance visit and after a qualified repair.
  4. Includes onsite troubleshooting and repair for product failure. Does not include Professional Services such as implementation, onboarding, scientific project planning and management, or any other advanced professional service. Advanced application support and training available at cost.
Download instrument services brochure
Download instrument service plans flyer
Female scientist, side view, unboxing NextSeq 1000/2000 cartridge with open P2 300 cycle box on lab bench, other scientists blurry in the background

On-demand services

Get additional support beyond your plan’s coverage, or choose a pay-as-you-go option for instruments not under warranty or service contract. On-demand services are provided by local Field Applications or Field Service Representatives and include:

  • Instrument relocation
  • Fixed-price preventative maintenance
  • System health check inspections
  • Time and material services 

Initiate or renew a service contract

Start a new Illumina instrument service contract or renew your existing service contract for another term. Not sure which level of coverage is right for you? Contact us and we'll help you determine which level is the best fit based on your needs. 

Upgrade your base warranty

Upgrade your instrument base warranty to a Silver Warranty Upgrade Plan for a faster response time (2 days instead of 5 days) and extended support hours. Minimize the risk of unplanned downtime and protect your investment with enhanced service coverage. Contact us to upgrade your warranty today.

Related solutions

Qualification services

Ensure that your Illumina instrument is operating according to specifications. Certification engineers perform system qualification service onsite and deliver an audit-ready report.

Training

Work with expert Illumina instructors and get hands-on training, in your own lab or at an Illumina Solutions Center.

Speak to a specialist

For information about Illumina instrument service plans, contact a specialist.