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There’s no time for downtime in your lab
More than 1,000 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 services 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.
On-site and off-site service plans
Benefits of a service plan include:
Maximize system uptime with fast repair turnaround time from manufacturer-trained and certified field service engineers
Reduce overall repair costs with remote instrument diagnosis and resolution
Extend the life of your system and keep it running at peak performance with annual service maintenance
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
Service Selection Tool
Use our Service Selection Tool to choose your service requirements and receive a personalized service quote.
On-site service plans
EVOS M7000 customers can choose an on-site service plan in which we come to you. These plans include guaranteed response times in most regions, scheduled planned maintenance, and automatic software updates.
AB Maintenance Plus |
AB Assurance | AB Complete | |
| Response time | 3 business days* | 2 business days** | Next business day |
| Planned Maintenance |  |
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| Access to technical support (Mon-Fri, standard business hours) | |
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| Parts, labor, and travel | 10% discount | |
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| Digital remote support | |
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| Qualification service | Available as add-on | Available as add-on | Post-PM requalification and critical repairs |
| Field applications scientist (FAS) consultation | Available as add-on |
Available as add-on |
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* After receipt of purchase order ** Availability limited in some geographic areas |
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Off-site service plan
EVOS M5000, FLoid, XL Core, and Onstage Incubator customers can choose an off-site service plan in which you send your instrument to us.
| Rapid Exchange | AB Repair Center (ABRC) Support Plus |
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| Response time | Replacement shipped in 1 business day** | Loaner instrument shipped in 1 business day* |
| Shipping, parts, and labor | |
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| Digital remote support | |
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| Access to technical support (Mon-Fri, standard business hours) | |
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| 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 |
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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 M7000 and M5000)
- Computer maintenance (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.
Standard and 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. 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.
For a system that’s already in your lab, request a service quote tailored to your lab’s budget and needs. Use our Service Selection Tool to receive a customized quote.
Extended warranty packages are not available in all regions. Please contact your local sales representative or visit Contact Us.
Education services
Online cell imaging resources
Education and training resources for EVOS cell imaging systems include courses taught at your site and online, and an abundance of online materials.
On-site and online cell imaging curriculum
Thermo Fisher field application scientists (FAS) will travel to your site and train your laboratory personnel on their own instrument in their working environment. Lecture and discussion sessions include time to ask questions and interact informally.
Hourly interactive online training/consulting by FAS staff is also available.
For Research Use Only. Not for use in diagnostic procedures