Instrument Services

Service Plans

For continued protection and support after your warranty period ends. Choose a plan based on your specific needs.

Covered

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Term

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Service Visits

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Preventative Maintenance (PM)

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Parts

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Labor

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Travel

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Technical Support

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Software Updates

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Gold

Full Service Plan*

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12 Month

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Unlimited

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1 Visit

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Unlimited

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Major

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Request a Quote

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Silver

Low Use Service Plan*

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12 Month

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3 Service Visits / 24 Labor Hours**

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1 Service Visit can be used for PM

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Covered for the included service visits

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Covered for the included service visits

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Covered for the included service visits

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Unlimited

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Minor***

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Request a Quote

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* Subject to geographical restrictions and availability. Some areas are covered by a certified Biolytic Distributor or Field Service Engineer. Request a quote for more information. Other restrictions may apply.

** Service Sharing: If you have multiple instruments at the same location, service visits and labor hours can be shared among them.

*** Hotfixes and Critical Patches Only

Individual Services (No Plan)

Prefer not to enroll in a service plan? We offer individual service options for when you need it.

Pay As You Go

Pay for laboratory instrument services as you need it. Simply schedule an instrument service when an issue arises. Parts, Labor, and Travel will be charged per service call.

Request Service

Preventative Maintenance

Preventative Maintenance is designed to test all functional aspects of the laboratory instrument, clean, calibrate, and replace parts to bring the DNA RNA oligonucleotide synthesizer to manufacturing specifications.

Request PM

Technical Support

Types of Support Provided

Support for technical questions is available through phone, email, and video sessions.

Contact Support

Technical Support Hours

We strive to make technical support accessible to all: our service plan includes unlimited support, while customers without a plan receive 4 hours of complimentary support, with additional hours available for purchase.

Contact Support

Warranty Information

Standard Warranty

All newly purchased instruments come with a 12-month warranty that covers defects in materials and workmanship. This warranty includes parts, labor, and travel for necessary repairs within the warranty period.

Warranty & Service Plan Exclusions*

Warranty does not cover:
- Upgrades, add-ons, consumables, reagents, or user-maintainable items.
- Issues arising from improper use, maintenance, or misuse of the instrument by the user.
- Software or hardware upgrades, unless explicitly stated.
- Force Majeure: We are not responsible for delays or inability to provide services due to events outside our control, including natural disasters, pandemics, or other acts of God.
- Decommission, Relocation, Re-installation: If relocating the unit, it must be properly decommissioned following the decommission guide. Reinstallation must be performed by a Biolytic FSE to continue warranty/service contract coverage.

* Subject to geographical restrictions and availability. Geographical restrictions may apply based on US State Department travel advisory and insurance coverage. Other restrictions may apply. Please contact us for more information.