Reproductive Health Research Service and Support

Your trusted service and support partner for reproductive health research

Thermo Fisher Scientific is dedicated to providing exceptional products and services to our customers.

As an Ion Torrent NGS customer, you have access to a worldwide team committed to enabling reproductive genetic testing for your research lab.

Our service and support teams enable our users across the customer support continuum. Whether you are a new customer in need of instrument set-up assistance or an established user looking to troubleshoot, add a new assay to your workflow, or perform an analytical validation, we are with you every step of the way.

Our stellar service and support offerings provide:

  • Support from a single source—no need to coordinate with multiple vendors
  • Several support options to tailor-fit your experience to your lab’s needs
  • Instrument and workflow expertise

Customer Concierge Services

Count on our dedicated Customer Concierge Services for an exceptional and seamless experience implementing your new instrument. From order placement through installation and training, we’ll streamline and simplify the process as your main point of contact to help ensure your laboratory is set up for success.*

* Concierge services are available in certain geographies for specific instruments.

Site readiness

Helping you prepare your laboratory space for a successful installation and providing critical documentation and checklists

Training

Scheduling training with a knowledgeable field application scientist

Delivery

Tracking shipments and helping to coordinate delivery

Installation

Connecting you with a highly skilled field service engineer to coordinate instrument installation

Advanced digital tools

There’s simply no time for instrument downtime. That’s why our instrument service plans include our Digital Services and Support Ecosystem to help keep your instruments and your lab running smoothly. These include pioneering on-demand tools and capabilities such as Smart Help and Remote Support using augmented reality technology and instrument-driven support. We’re constantly looking ahead to help keep your lab from falling behind.

Comprehensive instrument support

Protect your instrument and your investment. Our certified and trained field engineers are on call to assist you with instrument issues as well as proactive planned maintenance, all to help increase your laboratory’s productivity and uptime so you can focus on the things that matter.

  • Targeted response time of two business days or less
  • All-inclusive contract pricing with no hidden fees
  • Remote monitoring and diagnostics
  • Proactive planned maintenance scheduling
  • Service from certified, factory-trained engineers
  • Certified parts and consumables
  • Proactive software updates

Additional service options are available to supplement and enhance your service plan.

Expert insight for your reproductive health testing workflow

We are here to foster your journey with Ion Torrent NGS solutions. Our workflow consultancy program is exceptional in our industry, addressing your specific needs and working closely with laboratory staff.

Our team offers dedicated workflow consultancy from extraction to report, helping you take your lab to the next level with personalized care.

Additionally, we align with our many company-wide resources to support your workflow needs. All this and more is included in your purchase of Ion Torrent NGS solutions.

First-rate bioinformatics support

Specialists help with your Ion Reporter and instrument software so that you can make the most out of your comprehensive reporting capabilities. We offer a variety of flexible options to help you maximize your resources. From by-the-hour consulting with our knowledgeable bioinformatics professionals to customizable prepaid packages to on-site software and IT upgrades, we’ll work with you to determine the most productive and cost-effective way to meet your bioinformatics goals. One of our specialists will be happy to work with you to determine the solutions that best suit your project.

Knowledgeable analytical validation consultants

Our project management consulting services can support your research lab with your RUO workflow project up to 62% faster* than the average in-house analytical validation. (*Based on internal data)

We have solutions to fit any need and budget across the globe. Our analytical validation services help design, build, test, and support systems. Whatever level of service you require, our professional services are the right choice to help shorten your time, control your cost, and facilitate compliance with your requirements.

For Research Use Only. Not for use in diagnostic procedures.

Consulting services offered for the guidance in enabling the analytical validation in support of research efforts only.