Instrument Service Plans

Illumina offers a wide variety of instrument service plans. You can upgrade a plan at any time during your warranty or extend coverage after your warranty. Many labs appreciate both the additional peace of mind and the fast, on-site service we offer with no hidden fees or extra costs.

Basic is our most affordable, all-inclusive, repair-only service plan that protects against unpredictable costly failures. It is designed to maintain instrument performance on a limited budget. It is best suited for academic, government, and commercial laboratories with low to medium sample volume and with no mission-critical applications or critical turnaround requirements.

Key coverage includes:

  • Repair parts, labor, and travel
  • Reagent replacement due to instrument failures
  • 5 business-day on-site response time
  • Hardware and software updates
  • 5x18 phone and 5x24 e-mail access to Technical Support

Comprehensive is our most popular full-service plan. It is designed to maximize performance while minimizing downtime and assisting regulatory compliance with routine documented preventive maintenance. It is a premium full-service plan, balancing performance, productivity, and cost. This plan is best suited for 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.

Key coverage includes:

  • Repair parts, labor, and travel
  • 1 Annual Preventive Maintenance
  • Reagent replacement due to instrument failures
  • 3 business-day on-site response time
  • On-site FAS application support
  • Hardware and software updates
  • 5x18 phone and 5x24 e-mail access to Technical Support
  • Discount on Advanced Application Training

Advantage is our most extensive plan. It is designed to maximize performance and uptime for mission-critical systems with fast sample-to-data turnaround needs. This plan is best suited for laboratories in an environment requiring the fastest on-site response plus peace of mind in adherence to stringent guidelines.

Key coverage includes:

  • Repair parts, labor, and travel
  • 2 business-day on-site response time
  • 1 Annual Preventive Maintenance
  • 1 Operational Qualification (OQ) at Preventive Maintenance visit
  • Operational Qualification (OQ) at qualified repair visits
  • Reagent replacement due to instrument failures
  • On-site FAS application support
  • Hardware and software updates
  • 5x24 (6x24 for Asia Pacific Region) phone access and 5x24 e-mail access to Technical Support
  • Discount on Advanced Application Training

Dedicated On-Site is our highest service level plan with a dedicated full-time on-site Field Service Engineer and immediate response time. It is designed to enable the highest productivity, uptime, and peak performance for sites with a large fleet of instruments. This plan is best suited for large production laboratories with ten or more high-throughput instruments per site requiring the highest level of service and lowest cost of operation.

Key coverage includes:

  • One dedicated full-time on-site Field Service Engineer
  • Immediate response time
  • 2 Annual Preventive Maintenance for HiSeq X and 1 Annual Preventive Maintenance for all other platforms
  • Reagent replacement due to instrument failures
  • Local FAS application support
  • Hardware and software updates
  • 5x24 (6x24 for Asia Pacific Region) phone access and 5x24 e-mail access to Technical Support
  • Discount on Advanced Application Training
  • Requires Parts-Only plans for all covered instruments per site
  • Initial 2-year minimum term; 3-month lead time upon PO receipt

The Dx Plan is designed to maximize performance and uptime, as well as support compliance to regulatory guidelines, for the MiSeqDx instrument. This plan is best suited for clinical diagnostic laboratories using MiSeqDx instruments requiring a high level of service plus peace of mind in adherence to stringent guidelines.

Key coverage includes:

  • Repair parts, labor, and travel
  • 1 Annual Preventive Maintenance
  • 1 Operational Qualification (OQ) at Preventive Maintenance visit
  • Operational Qualification (OQ) at qualified repair visits
  • Reagent replacement due to instrument failures
  • 2 business-day on-site response time
  • On-site FAS application support
  • Hardware and software updates
  • 5x24 (6x24 for Asia Pacific Region) phone access and 5x24 e-mail access to Technical Support
  • Discount on Advanced Application Training

Add-On Services—Seamlessly Integrated

We offer add-on options so you can build a plan that fits your needs. Choose from additional preventive maintenance, priority response, or any of our compliance services (IQ/OQ, OQ, or PQ)

Illumina Product Care Service Plan Comparison

  Parts Only Basic Comprehensive Advantage Dedicated Onsite Dxa
Terms (Years) 1 1 1 1 2 1
Replacement Parts Yes Yes Yes Yes Parts Only Contract Requiredb Yes
Replacement Reagents for Instrument Failure No Yes Yes Yes Yes Yes
Laborc No Yes Yes Yes Yes Yes
Phone Supportd 5 x 18 5 x 18 5 x 18 5 x 24 5 x 24 5 x 24
Average Onsite Response Time (Business Days) 5 (from Service PO Receipt) 5 3 2 Immediate 2
Preventive Maintenance No No 1 1 2e 1
Qualification No No No Yesf No Yes
Software/Hardware Updates No Yes Yes Yes Yes Yes
Applications Supportg No Yes Yes Yes Yes Yes
Advanced Applications Training No Discounts Available Discounts Available Discounts Available Discounts Available Discounts Available

 

  1. For In Vitro Diagnostic Use.
  2. Must purchase Parts Only service contract for all instruments covered by Dedicated Onsite support agreement.
  3. Standard onsite support hours:
    • Americas
      Monday to Friday (excluding national holdiays) 8:00 am to 5:00 pm
    • Asia Pacific
      Monday to Friday (excluding national holdiays) 9:00 am to 5:30 pm
    • Europe, Middle East, and Africa
      Monday to Friday (excluding national holdiays) 9:00 am to 5:30 pm
    NOTE: Support performed outside of standard hours or offsite can incur overtime charges.
  4. 5 × 18 phone support is Monday 8:00 AM Singapore Time Zone - Friday 5:00 PM US Pacific Time Zone.
  5. 2 preventive maintenances (PMs) for HiSeq X; 1 PM for all other instruments.
  6. Operational qualification at PM and qualified repair visits.
  7. Includes onsite troubleshooting and repair.

Instrument Service Plans
for Every Lab

Tailored services to meet your needs. Find out which plan is right for you.
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