Data Sheet: Sequencing + Array Illumina Product Care Service Plans A comprehensive one-year warranty at our Basic service level is included with every new Illumina instrument purchase, along with installation and basic applications training. Illumina also offers several tiered service plans to upgrade your warranty service level or extend service coverage beyond a one-year warranty. These plans are designed to maximize your investment with the best value service and support in the industry, delivering peak performance and productivity you can rely on to produce quality results quickly and cost effectively. For more information, please contact your Illumina Account Manager or Illumina Inside Sales at 1.800.809.4566 (North America toll free), 1.858.202.4566 (outside North America), or [email protected]. Illumina Product Care Service Plan Comparison Parts Only Basic Comprehensive Advantage Dedicated Onsite MiSeqDx 1 1 1 1 2 1 Replacement Parts Yes Yes Yes Yes Parts Only Contract Required* Yes Replacement Reagents for Instrument Failure No Yes Yes Yes Yes Yes Labor† No Yes Yes Yes Yes Yes 5 x 24 Email Support Yes Yes Yes Yes Yes Yes 5 x 18 Phone Support‡ Yes Yes Yes Yes Yes Yes Based on staff availability (from receipt of service PO) 5 3 2 Immediate 3 Preventive Maintenance (PM) No No 1 1 2 1 Qualification No No No Yes§ No Yes§ Software/Hardware Updates No Yes Yes Yes Yes Yes Applications Support** No Yes Yes Yes Yes Yes Advanced Applications Training No Discounts Available Discounts Available Discounts Available Discounts Available Discounts Available Term (Years) Average Onsite Response Time (Business Days) * Must purchase Parts Only service contract for all instruments covered by Dedicated Onsite support agreement Monday to Friday (excluding national holidays) 8:00 am to 5:00 pm APAC Monday to Friday (excluding national holidays) 9:00 am to 5:30 pm EMEA Monday to Friday (excluding national holidays) 9:00 am to 5:30 pm † Standard onsite support hours: AMR Outside standard onsite hours and overtime rates may apply ‡ Monday 8:00 am Singapore Time Zone – Friday 5:00 pm US Pacific Time Zone § One OQ at PM visit; IPV at each qualified repair visit ** Includes onsite troubleshooting and repair Data Sheet: Sequencing + Array Illumina Product Care Service Plan Descriptions Level Description Parts Only Includes full coverage for replacement parts. Onsite service, labor, and travel not included. Includes comprehensive 5 x 24 email support and 5 x 18§§ telephone support (instrument, applications, and bioinformatics). Basic Includes full coverage for parts, labor, and travel; reagent replacement upon instrument failures; no PM; remote Technical Support; 5-business day average onsite response; hardware/software updates; onsite applications support; discounts on advanced training. This plan offers affordable protection against costly repairs, best suited for budget-sensitive customers. Comprehensive Includes full coverage for parts, labor, and travel; reagent replacement upon instrument failures; one PM; remote Technical Support; 3-business day average onsite response; hardware/software updates; onsite applications support; discounts on advanced training. This is the most popular full-service plan, balancing performance, productivity, and cost. Advantage Includes full coverage for parts, labor, and travel; reagent replacement upon instrument failures; one PM with one OQ; IPV upon major repairs; remote Technical Support; 2-business day average onsite response; hardware/software updates; onsite applications support; discounts on advanced training. This plan maximizes performance and uptime, and ensures compliance to regulatory and quality guidelines. Dedicated Onsite FSE + Local FAS Plan Includes one full-time onsite FSE per location with immediate response; local FAS support; normal business hours; reagent replacement upon instrument failures; two annual PM; hardware/software updates; remote Technical Support; requires Parts-Only plans for all covered instruments per site; initial 2-year minimum term; 3-month lead time upon PO receipt. This is the most cost-effective plan for large production sites. Dedicated Onsite Additional FSE Plan Includes one additional full-time onsite FSE per location to an existing Dedicated Onsite Plan; normal business hours; initial 2-year minimum term; 3-month lead time upon PO receipt. This plan includes all other benefits included in the existing Dedicated Onsite Plan. Dedicated Onsite Additional FSE Plan – Extended Hours Includes one additional full-time onsite FSE per location to an existing Dedicated Onsite Plan to support extended business hours; initial 2-year minimum term; 3-month lead time upon PO receipt. This plan includes all other benefits included in the existing Dedicated Onsite Plan. Dedicated Onsite FAS Includes one full-time onsite FAS per location to an existing Dedicated Onsite Plan; normal business hours; initial 2-year minimum term; 3-month lead time upon PO receipt. This plan includes all other benefits included in the existing Dedicated Onsite Plan. Dedicated Onsite FAS – Extended Hours Includes one full-time onsite FAS per location to an existing Dedicated Onsite Plan to support extended business hours; initial 2-year minimum term; 3-month lead time upon PO receipt. This plan includes all other benefits included in the existing Dedicated Onsite Plan. MiSeqDx Includes full coverage for parts, labor, and travel; reagent replacement upon instrument failures; one PM with one OQ; IPV upon major repairs; remote Technical Support; 3-business day average on-site response; hardware/software updates; onsite applications support; discounts on advanced training. This plan maximizes performance and uptime, and ensures compliance to regulatory and quality guidelines. §§ Monday 8:00 am Singapore Time Zone – Friday 5:00 pm US Pacific Time Zones Illumina • 1.800.809.4566 toll-free (U.S.) • +1.858.202.4566 tel • [email protected] • www.illumina.com FOR RESEARCH USE ONLY © 2014 Illumina, Inc. All rights reserved. Illumina, MiSeq, the pumpkin orange color, and the Genetic Energy streaming bases design are trademarks or registered trademarks of Illumina, Inc. All other brands and names contained herein are the property of their respective owners. Pub. No. 970-2012-016 Current as of 18 July 2014
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