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Keep working wonders. We've got your back.
Count on leading services and instrument expertise to support your life-changing work.
You're gaining ground and making advancements with every step. It's a lot of pressure, but you have the knowledge. We believe in you, and we've got your back. And it's why we support you with unparalleled service plans, training, and OEM expertise we've spent over 40 years curating. By maximizing instrument uptime, you can keep your focus where it needs to be: pursuing work that improves the world.
Our support channels
Contact us today and get back to your important work quickly
Our omnichannel support helps ensure you can reach us via phone, text message, or webchat, making it easy to get the help you need. Whether you need application assistance or help with instrument issues, our dedicated teams are here to support you.
Important notice for priority support customers
For expedited service, customers with priority support contracts should use the phone number provided with the priority support contract. Do not use the standard contact information listed below.
North America
Hours of Operation: Mon-Fri: 6 am - 5 pm PST
Phone: +1-800-955-6288
Europe, the Middle East and Africa
Hours of Operation: Mon - Thu: 8.30 am - 5.30 pm CET; Fri: 8.30 am - 4 pm CET
Phone: 00800 53455345
North America
Hours of Operation: Mon-Fri: 6 am - 5 pm PST
SMS: +1-703-596-4917
Europe, the Middle East and Africa
Hours of Operation: Mon - Thu: 8.30 am - 5.30 pm CET; Fri: 8.30 am - 4 pm CET
SMS: see numbers by country below
| Country | Number |
|---|---|
| Austria | 43 676 80044211 |
| Belgium |
32 460 24 58 41 |
| Czech Republic | 420 234 723 162 |
| Denmark | 45 54 54 67 24 |
| Finland | 33 9 39 37 81 00 |
| France | 353 86 197 8132 |
| Germany | 49 176 88825030 |
| Hungary | 36 70 717 8406 |
| Ireland | 353 86 197 8132 |
| Italy | 39 339 990 7508 |
| Netherlands | 31 970 065 21024 |
| Spain | 34 911 06 03 94 |
| Sweden | 46 76 479 39 18 |
| Switzerland | 41 79 807 09 49 |
| Poland | 48 459 051 201 |
| Portugal | 351 923 249 850 |
| UK | 44 7418 373790 |
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More Resources
Available self-help options:
- Schedule planned maintenance (PM): Create a Service Ticket for planned maintenance.
- Certificate of Analysis (CoA), Safety Data Sheet (SDS), User Manual: Find the documentation you need to safely and accurately use our products.
- Schedule IQOQ (installation qualification / operation qualification): Create a Service Ticket for IQOQ.
- Shipping status: Track the status of your shipments.
- Service summaries (FSR): Obtain the Field Service Report (FSR) for a recent service activity.
- Instrument move verification form: Access the verification form for instrument moves.
- Registration codes: Get registration codes for your software.
- License renewal: Renew your licenses easily through our license renewal page.
- Schedule training: Obtain a Case Number for Field Application Training.
- Service agreement renewals: Upload a PO and renew your service agreements via our sales portal, SINTEL.
- Application or product support request: Obtain a Case Number for Technical Application Support.
- Book a corrective maintenance (repair): Create a Service Ticket for corrective maintenance.
- Instrument return Decontamination Form: Access the decontamination form for instrument returns.
- Ask Gene.AI: (Coming Soon) Query our knowledge base for helpful articles.
For Research Use Only. Not for use in diagnostic procedures.