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.
Protect your investment and keep your instrument running smoothly with reliable service for maintenance, repairs, and updates
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, along with installation and training on how to safely operate the instrument.
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.
Bronze | Silver | Gold | |
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Descriptions | Most affordable service plan that protects against unpredictable costly downtime. Designed to maintain instrument performance on a limited budget. | Most popular full-service plan designed to maximize performance while minimizing downtime with routine documented preventive maintenance. This plan balances performance, productivity, and cost. | Most extensive plan designed to maximize performance and uptime for mission-critical systems with fast sample-to-data turnaround needs. |
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 | checkmark
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Replacement reagents for instrument failure | checkmark
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Labora | checkmark
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Phone supportb | 5 × 8 | 5 × 18 | 5 × 24 (all regions) |
Onsite response time target | 3 business days | 2 business days | 1 business day |
Preventative maintenance | 1 | 1 | |
Qualification | Exceptions applyc | ||
Control software/hardware updates | checkmark
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Application supportd | checkmark
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Advanced applications training | Discounts available | Discounts available | Discounts available |
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:
Your email address is never shared with third parties.
Complete the form to renew your service contract for another term. Include your current instrument’s serial number and warranty coverage period information. A member of our Instrument Service Team will contact you shortly.
Ensure that your Illumina instrument is operating according to specifications. Certification engineers perform system qualification service onsite and deliver an audit-ready report.
Work with expert Illumina instructors and get hands-on training, in your own lab or at an Illumina Solutions Center.
Maximize instrument uptime, troubleshoot, and reduce loss of resources with this complimentary performance monitoring and support service.
For information about Illumina instrument service plans, contact a specialist.
Your email address is never shared with third parties.