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	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 Icon not available	checkmark Icon not available	checkmark Icon not available
Replacement reagents for instrument failure		checkmark Icon not available	checkmark Icon not available
Labor^a	checkmark Icon not available	checkmark Icon not available	checkmark Icon not available
Phone support^b	5 × 8	5 × 18	6 × 24 (Asia Pacific) 5 × 24 (all other regions)
Onsite response time target	3 business days	2 business days	1 business day
Preventative maintenance sessions		1	1
Qualification			Exceptions apply^c
Software/hardware updates	checkmark Icon not available	checkmark Icon not available	checkmark Icon not available
Application support^d	checkmark Icon not available	checkmark Icon not available	checkmark Icon not available
Advanced applications training	Discounts available	Discounts available	Discounts available

a. 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.
b. 5 × 18 phone support is Monday 8 AM (SST)–Friday 5 PM (PT)
c. Operational qualification at preventative maintenance (PM) and qualified repair visits.
d. 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

Illumina On-Demand Services Data Sheet
Data sheet PDF < 1 MB

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

Related solutions

Qualification services

Training

Illumina Proactive instrument performance service

Speak to a specialist

For every lab, everywhere

NextSeq 1000 and NextSeq 2000 Reagents

NGS Workflow Finder

DRAGEN v4.3 now available on-premises and on-cloud

Illumina Proactive Instrument Performance Service

Do more, faster than ever

Next-generation sequencing for beginners

Next-generation sequencing for beginners

Next-generation sequencing for beginners

Next-generation sequencing for beginners

Next-generation sequencing for beginners

Next-generation sequencing for beginners

Next-generation sequencing for beginners

Celebrate DNA Day with Your Students

Celebrate DNA Day with Your Students

Celebrate DNA Day with Your Students

Celebrate DNA Day with Your Students

Celebrate DNA Day with Your Students

Celebrate DNA Day with Your Students

Celebrate DNA Day with Your Students

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

For every lab, everywhere

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