Peace of mind with reliable, on-site service for instrument maintenance and upgrades

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.

Instrument Services

Bronze is our most affordable repair-only service plan that protects against unpredictable costly failures. It is designed to maintain instrument performance on a limited budget.

Key coverage includes:

  • Repair parts, labor, and travel
  • 3 business-day on-site response time
  • Hardware and software updates
  • 5 × 8 phone and email access to Technical Support (8 hours per day, Monday to Friday)

Silver 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
  • 2 business-day on-site response time
  • On-site FAS application support
  • Hardware and software updates
  • 5 × 18 phone and email access to Technical Support (18 hours per day, Monday through Friday)
  • Discount on Advanced Application Training

Gold 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
  • Next 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
  • 5 × 24 (6 × 24 in Asia Pacific)* phone and email access to Technical Support
  • Discount on Advanced Application Training

*24 hours per day, Monday to Saturday in Asia Pacific; Monday to Friday in all other regions

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 NovaSeq Systems; 1 Annual Preventive Maintenance for all other platforms
  • Reagent replacement due to instrument failures
  • Local FAS application support
  • Hardware and software updates
  • 5 × 24 (6 x 24 in Asia Pacific)* phone access and 5 × 24 email 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

*24 hours per day, Monday to Saturday in Asia Pacific; Monday to Friday in all other regions

Instrument Service Plans for Every Lab

Instrument Service Plans for Every Lab

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

View Plans

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)

Complete the online form and a member of our Instrument Service Team will contact you shortly.

Renew Your Service Contract
  Bronze Silver Gold Dedicated On-Site
Terms (Years) 1 1 1 2
Replacement Parts Yes Yes Yes Parts Only Contract Required*
Replacement Reagents for Instrument Failure No Yes Yes Yes
Labor Yes Yes Yes Yes
Phone Support 5 × 8 5 × 18

6 × 24 (Asia Pacific)

5 × 24 (all other regions)

5 × 24
Onsite Response Time Target (Business Days) 3 2 1 Immediate
Preventive Maintenance No 1 1 2§
Qualification No No Yes** No
Software/Harware Updates Yes Yes Yes Yes
Application Support†† Yes Yes Yes Yes
Advanced Applications Training Discounts Available Discounts Available Discounts Available Discounts Available
 

* Must purchase Parts Only service contract for all instruments covered by Dedicated On-Site support agreement.

† 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 holidays) 9:00 am to 5:30 pm

NOTE: Support performed outside of standard hours or offsite can incur overtime charges.

‡ 5 × 18 phone support is Monday 8:00 AM Singapore Time Zone - Friday 5:00 PM US Pacific Time Zone.

§ 2 preventive maintenances (PMs) for HiSeq X and NovaSeq Systems; 1 PM for all other instruments.

** Operational qualification at PM and qualified repair visits.

†† Includes onsite troubleshooting and repair.

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