There’s no time for downtime in your lab. More than 1,400 trained professionals make up the industry’s largest service and support network, ready to assist you when you need it. And smart features such as remote instrument support help keep you productive and focused on making the next discovery. Built on more than 35 years of service expertise, our superior services and support solutions help keep your lab up and running.

AB Assurance on-site service plan

Many customers choose to purchase an AB Assurance on-site service plan, which extends the standard 1-year warranty for an additional year. It can also reduce overall maintenance and repair costs, extend the life of your system, and maximize system uptime.

 

The AB Assurance Plan includes annual service maintenance and automatic software updates to keep your system running at peak performance. When problems do occur, our trained and certified field services can often diagnose and resolve them remotely. If not, the plan includes fast repair turnaround at your site, with parts, labor, and travel included. The plan also offers digital service innovations such as mobile augmented-reality (AR) remote support technology, instrument-driven support, and on-demand instrument training.

AB Assurance plan at a glance

 

Service aspect

AB Assurance plan

Services for uncovered instruments

Priority response time for repairs

2 business days*

No priority response

Planned maintenance

✓

Must be purchased separately

Highest priority access to technical support (Mon-Fri, standard business hours)

✓

Standard access only

Parts, labor, and travel included

✓

Full charges apply

Digital remote support

✓

Not available

Qualification service

Available as add-on

Must be purchased separately

Field application scientist (FAS) consultation

Available as add-on

Must be purchased separately

*Availability limited in some geographic areas

 

Whether your laboratory requires the highest service levels and adherence to stringent regulatory guidelines, or you need to maximize performance with a limited budget—or anything in between—we’ll work with you to develop a solution that suits your needs.

 

Planned maintenance service

All service plans include planned maintenance service, including onboard diagnostic tests that run through preset service and support protocols to ensure that your instrument is running up to standards. The table shows what’s included for KingFisher systems.

 

Planned maintenance for KingFisher systems

 

Category

Services included

Inspection

Visual environmental inspection

Technical

Firmware version recording
BindIt software updates to current version on optional computer
Engineering change orders (ECOs) or software updates

General maintenance

Liquid spills inspection
Turntable and case cleaning
Turntable belt tension adjustment
Sensors cleaning
Magnetic head movement check
Lubricate/grease bearings and linear rails

Diagnostics

Heater assembly check
Heat block check
Heater fan check
Rot test
Top load tests
Keypad functionality tests
Tip comb, magnet head, and tip shield alignment tests

Qualification services

You can add qualification services to complement your service plan. Instrument hardware qualifications for KingFisher Sample Purification systems document and verify that instruments are installed and operating according to manufacturer’s specifications.

Instrument qualification (IQ) provides documented evidence and verification that the instrument has been delivered and installed according to manufacturer’s specifications

Operational qualification (OQ) provides documented verification that the instrument subsystems are operating as designed. OQ also verifies that the functionality of an instrument meets the manufacturer’s operational specifications.

IQ and OQ are recommended at installation and when moving the instrument. Our qualification specialists will partner with you to deliver timely, cost-effective, and trusted qualification services that include reliable, audit-style documentation that will help ensure your instruments meet regulatory requirements.

Standard and extended warranty

All KingFisher Sample Purification Systems come with a standard 1-year warranty. During the 1-year system warranty period, all costs for travel or shipping, labor, and parts for repairs are covered. Many customers also choose to purchase an AB Assurance on-site service plan (described above), which extends the warranty for an additional year and includes additional services.

 

Extended warranties, covering an extra year, may also be available. When you purchase your instrument, check with your sales representative to see if an extended warranty package (including both instrument and warranty extension) is available.*

 

Check your existing service coverage and renew through Instrument Service Coverage Lookup ›

Training and online support services

KingFisher Sample Purification systems include a SmartStart™ orientation in your lab to get you up and running quickly. The orientation includes basic familiarization and setup with online instrument management, as well as on-site training with standard kits.

 

Additional educational opportunities include courses at our training centers, at your site, and online. Our Field Application Scientists can even develop custom training courses for your lab, delivered on-site or remotely.

 

KingFisher system customers can also access the Automated Nucleic Acid Purification Support Center as described under Resources.

* Extended warranty packages are not available in all regions. Please contact your local sales representative or visit Contact Us.