Service and support to help ensure your success

Our industry-leading service and support network is comprised of more than 1,000 trained professionals ready to assist you when you need it. Built on more than 40 years of service expertise, our service plans, including smart features such as remote services, and trainings enable you to maximize instrument uptime and keep your focus on making the next discovery.

Instrument service plans

Featured benefits of an instrument service plan include:

  • Maximum system uptime with fast repair turnaround time from manufacturer-trained and certified filed service engineers
  • Reduced overall repair costs with remote instrument diagnosis and resolution
  • Extended life of your system with annual service maintenance to keep it running at peak performance
  • Parts, labor, and travel or shipping included (in most plans)
  • Digital service innovations such as mobile augmented-reality (AR) remote support technology, instrument-driven support, and on-demand instrument training
     

On-site service plans

With the EVOS M7000 Imaging System, users can choose an on-site service plan in which our experts come to you. On-site service plans include guaranteed response times in most regions, planned maintenance, and automatic software updates. 

 

 

 

AB Maintenance

Plus

 AB Assurance
Response time 3 business days* 2 business days**
Planned Maintenance
Access to technical support (Mon-Fri, standard business hours)
Parts, labor, and travel 10% discount
Digital remote support
Qualification service Available as add-on Available as add-on
Field applications scientist (FAS) consultation Available as add-on
 Available as add-on

* After receipt of purchase order

** Availability limited in some geographic areas

Off-site service plans

With EVOS M5000 and the EVOS Onstage Incubator, users can choose an off-site service plan in which you send your instrument to us or Rapid Exchange. With EVOS M3000, Rapid Exchange is currently the only off-site service plan available. It is also important to note that availability of service plans may differ by location.

 

  Rapid Exchange

AB Repair Center (ABRC)

Support Plus
Response time Replacement shipped in 1 business day** Loaner instrument shipped in 1 business day*
Shipping, parts, and labor
Digital remote support
Access to technical support (Mon-Fri, standard business hours)
Planned maintenance Available as add-on Available as add-on
Qualification services Available as add-on Available as add-on

* Your instrument required and returned in ~3 weeks. Service plan without loan instrument also available

** Availability limited in some geographic areas

Planned maintenance service

All service plans include planned maintenance service. For EVOS cell imaging systems, this includes:

  • General maintenance (system calibration, mechanical function verification)
  • Optics performance tests (clean and test exterior optics, verify camera including rotation, color correction, Hot Pixel correction, image quality, and image flatness)
  • Automated function tests (multicolor overlay, time lapse function, stitching/tiling quality, and autofocus verification for EVOS M7000 and EVOS M5000)
  • Computer maintenance (EVOS M7000 only)
  • Onstage incubator (if present; clean and inspect, calibrate sensor, test connectivity)

Qualification services

You can add qualification services to complement your service plan. Instrument hardware qualifications for EVOS cell imaging system include instrument qualification (IQ) and operational qualification (OQ) to document and verify that instruments are installed and operating according to manufacturer’s specifications.

  • IQ: provides documented evidence and verification that the instrument has been delivered and installed according to manufacturer’s specifications
  • OQ: provides documented verification that the instrument subsystems are operating as designed. 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.

SmartStart orientation

Various EVOS imaging systems and accessories include a SmartStart Orientation, including an on-site orientation for the EVOS M7000 Imaging System and EVOS Onstage Incubator and a digital orientation for the EVOS M5000 Imaging System.* Both on-site and digital orientation are available for the Celleste Imaging Analysis Software. Led by professional trainers, the interactive on-site orientation includes application-specific guidance, hands-on experiment preparation, instrument and software setup, and basic data analysis. The digital orientation is a convenient option that can help you quickly and efficiently install, operate, and maintain your instrument.

*On-site SmartStart Orientation is not available in all regions. Please contact your local sales representative or visit Contact us.

Extended warranty

During the 1-year system warranty period, all costs for travel or shipping, labor, and parts for repairs are covered. Extended warranties, covering an extra year, are also available in select regions. When purchasing your EVOS imaging system, confirm with your sales representative if an extended warranty package (instrument plus warranty extension) is available or Contact us.

 

For an EVOS imaging system that’s already in your lab, request a service quote tailored to your lab’s budget and needs. 

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