Instrument Service Contracts

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Affymetrix offers many levels of instrument service contracts, which keep your instrumentation in repair and operating control software up to date. Our contracts are more than just an insurance policy against breakdown-they will improve productivity and help to protect your valuable samples.

We currently offer two levels of instrument service contracts:

The Affymetrix® Assurance Contract is our standard contract, providing the familiar level of service that our customers have come to expect. The Assurance Contract offers unlimited on-site response for all emergency repairs, replacement parts, and instrument control software revisions, and one scheduled preventative maintenance visit during the term of the agreement.

The Affymetrix® Elite Instrument Service Agreement provides the most comprehensive service and support plan available from Affymetrix. The Elite Agreement includes priority response, unlimited emergency on-site repair visits, two scheduled preventative maintenance visits, limited training visits, and one relocation reinstallation—all in one comprehensive service package. The Elite Agreement is the instrument service contract to purchase if you have a Dx or IVD-validated Affymetrix instrument system.

Summary of instrument service contract features

Features
Standard Warranty
Assurance
Elite
Period of technical support phone coverage
Monday - Friday
8 am - 5 pm
excluding holidays
Monday - Friday
8 am - 5 pm
excluding holidays
Monday - Friday
8 am - 5 pm
excluding holidays
Telephone response
4 hours or less
4 hours or less
2 hours or less
On-site response to service request
2 business days
2 business days
Next business day
Emergency visits
Unlimited
Unlimited
Unlimited
Preventive maintenance visits
1
1
2
Instrument firmware and software upgrades
Included
Included
Included
Application training
None
None
2 days
Instrument relocation
None
None
1 per year
Exclusions
Consumables
Consumables
Consumables

 

For more information on our instrument service contracts, use the links below or click here to obtain a quote.

Instrument Maintenance Agreements


Off-Contract Service Rates


Terms and Conditions