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:

  • Flexible and configurable support solutions
  • Prioritized response based on your business demands
  • Optimum reliability via scheduled preventative system maintenance
  • Optimum workstation performance and latest software updates
  • Lower operating cost for arrays and reagents lost due to instrument failures
  • Discounted optional services and support products (may vary by region)
  • Predictable operating cost 

See overviews of the following plans:

 

Assurance plan*

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.

 

Elite plan*

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)  

 

Prestige plan*

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)

 

Base plan*

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:

  • Contact Us ›
  • Telephone: 800 327 3002, option 3  (toll-free in US only)
  • Telephone: 00 800 5345 5345, option 2 (toll-free in Europe, Middle East and South Africa only)