Instrument Services
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Instrument service plans

Protect your investment and keep your instrument running smoothly with reliable service for maintenance, repairs, and updates

Profile image of two male scientists, one training, looking at the start screen on a NextSeq 1000/2000 in a dry lab; female scientist sitting at a desk in the background.

Minimize interruptions to workflows and improve productivity 

A wide variety of Illumina Instrument service plans offer peace of mind, knowing that fast, onsite service is available if and when you need it. A standard one-year base warranty is included with every new Illumina instrument purchase, along with installation and training on how to safely operate the instrument.

Several tiered service plans are available to upgrade the base warranty to an enhanced service level or extend service coverage beyond the one-year warranty. You can upgrade a plan at any time during your warranty, extend coverage after your warranty, or renew your service contract as needed.

Illumina instrument service plans 

  Bronze Silver Gold
Descriptions Most affordable service plan that protects against unpredictable costly downtime. Designed to maintain instrument performance on a limited budget. Most popular full-service plan designed to maximize performance while minimizing downtime with routine documented preventive maintenance. This plan balances performance, productivity, and cost. Most extensive plan designed to maximize performance and uptime for mission-critical systems with fast sample-to-data turnaround needs.
Best suited for Budget-sensitive customers. A wide range of research, translation, and applied genomics customers with medium to high sample volume, small to medium fleet size, and requiring high instrument availability with redundant back-up capacity. Labs in an environment requiring the fastest onsite response plus peace of mind in adherence to stringent guidelines.
Terms 1 year 1 year 1 year
Replacement parts
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Replacement reagents for instrument failure  
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Labora
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Phone supportb 5 × 8 5 × 18 6 × 24 (Asia Pacific)
5 × 24 (all other regions)
Onsite response time target 3 business days 2 business days 1 business day
Preventative maintenance sessions   1 1
Qualification     Exceptions applyc
Software/hardware updates
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Application supportd
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Advanced applications training Discounts available Discounts available Discounts available

a. Standard onsite support hours (in local time; excluding regional national holidays):
Americas: Monday to Friday 8 AM–5 PM
Asia Pacific: Monday to Friday 9 AM–5:30 PM
Europe, Middle East, and Africa: Monday to Friday 9 AM–5:30 PM
Support performed outside of standard hours or offsite can incur overtime charges.
b. 5 × 18 phone support is Monday 8 AM (SST)–Friday 5 PM (PT)
c. Operational qualification at preventative maintenance (PM) and qualified repair visits.
d. Includes onsite troubleshooting and repair.

Download service plan brochure
Female scientist, side view, unboxing NextSeq 1000/2000 cartridge with open P2 300 cycle box on lab bench, other scientists blurry in the background

On-demand services

Get additional support beyond your plan’s coverage, or choose a pay-as-you-go option for instruments not under warranty or service contract. On-demand services are provided by local Field Applications or Field Service Representatives and include:

  • Instrument relocation
  • Fixed-price preventative maintenance
  • System health check inspections
  • Time and material services 

Renew your service contract

Complete the form to renew your service contract for another term. Include your current instrument’s serial number and warranty coverage period information. A member of our Instrument Service Team will contact you shortly.

Renew your contract

Related solutions

Qualification services

Ensure that your Illumina instrument is operating according to specifications. Certification engineers perform system qualification service onsite and deliver an audit-ready report.

Training

Work with expert Illumina instructors and get hands-on training, in your own lab or at an Illumina Solutions Center.

Speak to a specialist

For information about Illumina instrument service plans, contact a specialist.