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 See Supported Countries Table Below	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 See Supported Countries Table Below	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 See Supported Countries Table Below	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 See Supported Countries Table Below	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 See Supported Countries Table Below	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 See Supported Countries Table Below	Package Includes: One preventative maintenance visit per year 20% discount on replacement parts for emergency repair Unlimited 24x7x365 remote support

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