Maintenance and Support Program

Designed to fit the specific needs of any laboratory, whether in the academic, government or private sector, the Maintenance and Support Program offers a variety of support packages aimed at maintaining peak performance at an affordable price. The package options range from full service coverage five days a week, to service provided on an as-needed basis.  The program extends our service organization around the world with packages that fit all laboratory needs and budgets.

Instrument and Assay Packages

Platinum 360 Package
Overview

Intended for customers who continuously operate the instrument and require proactive service with assurance of on-site 24-hour response and an option to include assay start up and support.

Instruments Covered

  • Luminex 100/200™
  • FLEXMAP 3D®

Supported Countries


Package Includes:

  • Unlimited visits for emergency repair
  • All costs associated with emergency repair (includes travel, parts and labor)
  • Two preventative maintenance visits per year
  • On-site 24 hour response time, business days
  • Priority scheduling of requests for service
  • Product updates and hardware modifications
  • Software support
  • As needed on-site assay support (applicable to customers of LBG or LMD products)
  • Unlimited 24x7x365 remote support

Gold 360 Package
Overview

Intended for customers regularly operating the instrument who require proactive service with the assurance of on-site 48-hour response and an option to include assay start up and support.

Instruments Covered

  • Luminex 100/200
  • FLEXMAP 3D

Supported Countries

Package Includes:

  • Unlimited visits for emergency repair
  • All costs associated with emergency repair (includes travel, parts and labor)
  • One preventative maintenance visit per year
  • On-site 48 hour response time, business days
  • Priority scheduling of requests for service
  • Product updates and hardware modifications
  • Software support
  • As needed on-site assay support (applicable to customers of LBG or LMD products)
  • Unlimited 24x7x365 remote support

 

Instrument Only Packages

MAGPIX® Package
Overview
Intended for MAGPIX specific customers to provide comprehensive coverage on the instrument.

Instruments Covered

  • MAGPIX

Supported Countries

  • All


Package Includes:

  • Emergency service for on-site repair or a replacement system during repairs
  • Labor and travel costs or round trip shipping charges for instrument for repair
  • Replacement parts costs for emergency repairs
  • Product updates and modifications

Platinum Package
Overview
Intended for customers who continuously operate the instrument and require proactive service with assurance of on-site 24-hour response.

Instruments Covered

  • Luminex 100/200
  • FLEXMAP 3D
     

Supported Countries


Package Includes:

  • Unlimited visits for emergency repair
  • All costs associated with emergency repair (includes travel, parts and labor)
  • Two preventative maintenance visits per year
  • On-site 24 hour response time, business days
  • Priority scheduling of requests for service
  • Product updates and hardware modifications
  • Unlimited 24x7x365 remote support

Gold Package
Overview

Intended for customers regularly operating the instrument who require proactive service with the assurance of on-site 48-hour response.

Instruments Covered

  • Luminex 100/200
  • FLEXMAP 3D

Supported Countries


Package Includes:

  • Unlimited visits for emergency repair
  • All costs associated with emergency repair (includes travel, parts and labor)
  • One preventative maintenance visit per year
  • On-site 48 hour response time, business days
  • Priority scheduling of requests for service
  • Product updates and hardware modifications
  • Unlimited 24x7x365 remote support
Silver Package
Overview

Intended for customers desiring proactive service while staying within strict budgetary constraints.

Instruments Covered

  • Luminex 100/200
  • FLEXMAP 3D

Supported Countries


Package Includes:

  •  Unlimited visits for emergency repair
  • Costs associated with emergency repair (includes travel and labor only); parts are extra
  • One preventative maintenance visit per year
  • On-site 48 hour response time, once a purchase order has been submitted for estimated parts
  • Priority scheduling for requests for service
  • Product updates and modifications
  • Unlimited 24x7x365 remote support
Bronze Package
Overview

Intended for customers that may not be using the instrument regularly and have strict budgetary constraints.

Instruments Covered

  • Luminex 100/200
  • FLEXMAP 3D

Supported Countries


Package Includes:

  • One preventative maintenance visit per year
  • 20% discount on replacement parts for emergency repair
  • Unlimited 24x7x365 remote support

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Supported Countries

The following countries are covered for Luminex 100/200 and FLEXMAP 3D.  The MAGPIX support agreement provides global coverage.

Country Supported Packages
Austria Gold 360, Gold , Silver, Bronze
Bahamas All
Barbados All
Belgium Gold 360, Gold , Silver, Bronze
Bermuda All
Bulgaria Gold Only (five day response time)
Canada All
Cayman Islands All
China Gold Only
Czech Republic Gold Only (five day response time)
Denmark Gold 360, Gold , Silver, Bronze
Dominican Republic All
Estonia Gold Only (five day response time)
Finland Gold 360, Gold , Silver, Bronze
France Gold 360, Gold , Silver, Bronze
Germany Gold 360, Gold , Silver, Bronze
Greece Gold 360, Gold , Silver, Bronze
Hong Kong Gold Only
Hungary Gold Only (five day response time)
Ireland Gold 360, Gold , Silver, Bronze
Italy Gold 360, Gold , Silver, Bronze
Jamaica All
Japan Gold Only (five day response time)
Latvia Gold Only (five day response time)
Lithuania Gold Only (five day response time)
Luxembourg Gold 360, Gold , Silver, Bronze
Mexico All
Netherlands All
Norway Gold 360, Gold , Silver, Bronze
Poland Gold Only (five day response time)
Portugal Gold 360, Gold , Silver, Bronze
Puerto Rico All
Romania Gold Only (five day response time)
Slovakia Gold Only (five day response time)
Slovenia Gold Only (five day response time)
Spain Gold 360, Gold , Silver, Bronze
Sweden Gold 360, Gold , Silver, Bronze
Switzerland Gold 360, Gold , Silver, Bronze
United Kingdom Gold 360, Gold , Silver, Bronze
United States All
Virgin Islands (British) All
Virgin Islands (U.S.) All

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