Instrument service plans

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

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, 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.

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 helps ensure compliance to regulatory and quality guidelines.
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	checkmark	checkmark
Replacement reagents for instrument failure		checkmark	checkmark
Labor^a	checkmark	checkmark	checkmark
Phone support^b	5 × 8	5 × 18	5 × 24 (all regions)
Targeted onsite response time	3 business days	2 business days	1 business day
Preventative maintenance		1	1
Qualifications			OQ add-on^c
Control software/hardware updates	checkmark	checkmark	checkmark
Application support^d	checkmark	checkmark	checkmark
Advanced applications training	Discounts available	Discounts available	Discounts available

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.

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.
5 × 18 phone support is Monday 8 AM (SST)–Friday 5 PM (PT)
One operational qualification (OQ) at preventative maintenance visit and after a qualified repair.
Includes onsite troubleshooting and repair.

Download service plan brochure

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

Speak to a specialist

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

Instrument service plans

Minimize interruptions to workflows and improve productivity

Illumina instrument service plans

On-demand services

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Training

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Instrument service plans

Minimize interruptions to workflows and improve productivity

Illumina instrument service plans

On-demand services

Renew your service contract

Related solutions

Qualification services

Training

Illumina Proactive instrument performance service

Speak to a specialist