Illumina offers a wide variety of instrument service plans. You can upgrade a plan at any time during your warranty or extend coverage after your warranty. Many labs appreciate both the additional peace of mind and the fast, on-site service we offer with no hidden fees or extra costs.

Bronze Plan

Bronze is our most affordable repair-only service plan that protects against unpredictable costly failures. It is designed to maintain instrument performance on a limited budget.

Key coverage includes:

Repair parts, labor, and travel
3 business day on-site response time target
Hardware and software updates
5 × 8 phone and email access to Technical Support (8 hours per day, Monday to Friday)
Discount on Advanced Application Training

Silver Plan

Silver is our most popular full-service plan. It is designed to maximize performance while minimizing downtime and assisting regulatory compliance with routine documented preventive maintenance. It is a premium full-service plan, balancing performance, productivity, and cost. This plan is best suited for 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.

Key coverage includes:

Repair parts, labor, and travel
1 Annual Preventive Maintenance
Reagent replacement due to instrument failures
2 business day on-site response time target
On-site FAS application support
Hardware and software updates
5 × 18 phone and email access to Technical Support (18 hours per day, Monday through Friday)
Discount on Advanced Application Training

Gold Plan

Gold is our most extensive plan. It is designed to maximize performance and uptime for mission-critical systems with fast sample-to-data turnaround needs. This plan is best suited for laboratories in an environment requiring the fastest on-site response plus peace of mind in adherence to stringent guidelines.

Key coverage includes:

Repair parts, labor, and travel
Next business day on-site response time target
1 Annual Preventive Maintenance
1 Operational Qualification (OQ) at Preventive Maintenance visit
Operational Qualification (OQ) at qualified repair visits
Reagent replacement due to instrument failures
On-site FAS application support
Hardware and software updates
5 × 24 phone and email access to Technical Support
Discount on Advanced Application Training

Dedicated On-Site Plan

Dedicated On-Site is our highest service level plan with a dedicated full-time on-site Field Service Engineer and immediate response time. It is designed to enable the highest productivity, uptime, and peak performance for sites with a large fleet of instruments. This plan is best suited for large production laboratories with ten or more high-throughput instruments per site requiring the highest level of service and lowest cost of operation.

Key coverage includes:

One dedicated full-time on-site Field Service Engineer
Immediate response time
2 Annual Preventive Maintenance for HiSeq X and NovaSeq Systems; 1 Annual Preventive Maintenance for all other platforms
Reagent replacement due to instrument failures
Local FAS application support
Hardware and software updates
5 × 24 (6 x 24 in Asia Pacific)* phone access and 5 × 24 email access to Technical Support
Discount on Advanced Application Training
Requires Parts-Only plans for all covered instruments per site
Initial 2-year minimum term; 3-month lead time upon PO receipt

*24 hours per day, Monday to Saturday in Asia Pacific; Monday to Friday in all other regions

Proactive Instrument Monitoring

Connect to Illumina Proactive to access this complimentary instrument performance monitoring and proactive support service.

Learn More

Add-On Services—Seamlessly Integrated

We offer add-on options so you can build a plan that fits your needs. Choose from additional preventive maintenance, priority response, or any of our compliance services (IQ/OQ, OQ, or PQ).

Service Contract Renewal

Complete the online form and a member of our Instrument Service Team will contact you shortly.

Renew Your Service Contract

	Bronze	Silver	Gold	Dedicated On-Site
Terms (Years)	1	1	1	2
Replacement Parts	Yes	Yes	Yes	Parts Only Contract Required*
Replacement Reagents for Instrument Failure	No	Yes	Yes	Yes
Labor^†	Yes	Yes	Yes	Yes
Phone Support^‡	5 × 8	5 × 18	6 × 24 (Asia Pacific) 5 × 24 (all other regions)	5 × 24
Onsite Response Time Target (Business Days)	3	2	1	Immediate
Preventive Maintenance	No	1	1	2^§
Qualification	No	No	Yes**	No
Software/Harware Updates	Yes	Yes	Yes	Yes
Application Support^††	Yes	Yes	Yes	Yes
Advanced Applications Training	Discounts Available	Discounts Available	Discounts Available	Discounts Available

* Must purchase Parts Only service contract for all instruments covered by Dedicated On-Site support agreement.

† Standard onsite support hours:

Americas—Monday to Friday (excluding national holdiays) 8:00 am to 5:00 pm
Asia Pacific—Monday to Friday (excluding national holdiays) 9:00 am to 5:30 pm
Europe, Middle East, and Africa—Monday to Friday (excluding national holidays) 9:00 am to 5:30 pm

NOTE: Support performed outside of standard hours or offsite can incur overtime charges.

‡ 5 × 18 phone support is Monday 8:00 AM Singapore Time Zone - Friday 5:00 PM US Pacific Time Zone.

§ 2 preventive maintenances (PMs) for HiSeq X and NovaSeq Systems; 1 PM for all other instruments.

** Operational qualification at PM and qualified repair visits.

†† Includes onsite troubleshooting and repair.

Peace of mind with reliable, on-site service for instrument maintenance and upgrades

Illumina Instrument Service Plans

Instrument Service Plans

Bronze Plan

Silver Plan

Gold Plan

Dedicated On-Site Plan

Additional Services

Proactive Instrument Monitoring

Add-On Services—Seamlessly Integrated

Service Contract Renewal

Illumina Product Support Services Plan Comparison

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Peace of mind with reliable, on-site service for instrument maintenance and upgrades

Illumina Instrument Service Plans

Instrument Service Plans

Bronze Plan

Silver Plan

Gold Plan

Dedicated On-Site Plan

Instrument Service Plans for Every Lab

Additional Services

Proactive Instrument Monitoring

Add-On Services—Seamlessly Integrated

Service Contract Renewal

Illumina Product Support Services Plan Comparison

Interested in receiving newsletters, case studies, and information from Illumina based on your area of interest? Sign up now.