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Our Service and Support Plans provide comprehensive post- warranty support to help you improve productivity, maximize the value of your investment, and optimize performance with professional consulting services.
Benefits of service and support plans:
The Assurance service and support plan is an all comprehensive repair plan, designed to maximize instrument performance and help ensure availability of critical systems. It will keep your laboratory running smoothly with preventive maintenance, proactive instrument monitoring, and—should one of your instruments require repair—fast response. This plan is ideal for locations like research labs, core service facilities, and low-risk hospital research environments that depend on their instruments and need to reduce the risk of production downtime.
*Service and support plan inclusions and availability may vary by region.
| GeneAtlas System | GeneTitan System | GeneChip System 3000 | GeneChip System 3000Dx | |
|---|---|---|---|---|
| Telephone/email response time: within 4 hours (Mon–Fri) | ✓ | ✓ | ✓ | ✓ |
| Site response to service request: 3 business days | ✓ | ✓ | ✓ | ✓ |
| Preventative maintenance (1 per year) | System verification | ✓ | ✓ | ✓ |
| Engineer labor and travel included for emergency visits | ✓† | ✓ | ✓ | ✓ |
| Replacement parts (as needed) | ✓ | ✓ | ✓ | ✓ |
| Array/reagent guarantee | ✓‡ | ✓ | ✓ | ✓ |
| Software upgrades | Customer installable | Engineer installed | Customer installable | Engineer installed |
| Remote support sessions (up to 6 sessions per year) | ✓ | ✓ | ✓ | |
| Emergency scanning service: up to 3 per year | ✓ | |||
| † Return to Depot Repair as needed. ‡ Max 2 strips per failure. | ||||
The Elite service and support plan is our premium repair plan, offering you a fast response time, 2 preventative maintenance visits per year, unlimited emergency visits from your engineer, the option of system relocation if required, and much more.
*Service and support plan inclusions and availability may vary by region.
| GeneTitan System | GeneChip System 3000 | |
|---|---|---|
| Telephone/email response time: within 2 hours (Mon–Fri) | ✓ | ✓ |
| Site response to service request: 2 business days | ✓ | ✓ |
| Preventative maintenance (up to 2 per year) | ✓ | ✓ |
| Engineer labor and travel included for emergency visits | ✓ | ✓ |
| Replacement parts (as needed) | ✓ | ✓ |
| Remote support sessions (as needed) | ✓ | ✓ |
| Array/reagent guarantee | ✓ | ✓ |
| Remote workstation care plan (1 per year) | ✓ | ✓ |
| Software upgrades | Engineer installed | Customer installable |
| Training (labor only): two business days | ✓ | |
| Emergency scanning service (up to 5 per year) | ✓ | |
| System relocation (up to 1 per year) | ✓ |
The Prestige service and support plan is a premium repair plan for diagnostic instruments, offering you a fast response time, 2 preventative maintenance visits per year, unlimited emergency onsite visits from your engineer, the option of system relocation (if required), and array guarantee.
*Service and support plan inclusions and availability may vary by region.
| GeneChip System 3000Dx | |
|---|---|
| Telephone/email response time: within 2 hours (Mon–Fri) | ✓ |
| Site response to service request: 1 business day | ✓ |
| Preventative maintenance (up to 2 per year) | ✓ |
| Engineer labor and travel included for emergency visits | ✓ |
| Replacement parts (as needed) | ✓ |
| Array guarantee | ✓ |
| Software upgrades | Engineer installed |
| System relocation (up to 1 per year) | ✓ |
The Base service and support plan is designed to maximize instrument performance on a limited budget. It is ideal for laboratories that have no critical availability needs and for those with the internal resources and expertise to maintain instrumentation on an on-going basis.
*Service and support plan inclusions and availability may vary by region.
| GeneAtlas System | |
|---|---|
| Telephone/email response time: within 8 hours (Mon–Fri) | ✓ |
| Site response to service request | Best effort |
| System verification | ✓ |
| Replacement parts (as needed) | ✓ |
| Remote support sessions (up to 3 per year) | ✓ |
| Array guarantee | Max 2 strips per failure |
| Software upgrades | Customer installable |
| Return to Depot Repair (as needed) | ✓ |
For additional information on Thermo Fisher Scientific service and support plans, please contact Thermo Fisher Scientific at service.sales@thermofisher.com or via telephone at 800 327 3002 (toll-free in US only) or (800) 5345 5345, option 2 (Europe, Middle East and South Africa).