Maintenance & Support
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.
Coverage details may vary by region. For information about purchasing a Service Contract or for details, please contact Service Sales at servicesales@luminexcorp.com.
Plan options
Platinum
The Platinum service plan is intended for customers who continuously operate the instrument and require proactive service with assurance of onsite 1-business day response.
Gold
The Gold service plan is intended for customers who regularly operate the instrument and require proactive service with the assurance of onsite 2-business day response.
MAGPIX® Standard
The MAGPIX® Standard service plan is intended for customers who regularly operate the instrument and require proactive service with the assurance of onsite 2-business day response. Preventative Maintenance visits are not included under this plan.
Silver
The Silver service plan is intended for customers looking for proactive service while staying within strict budgetary constraints.
Bronze
The Bronze service plan is intended for customers who may want coverage but have infrequent service needs and don’t require 1-2 business day response.
Coverage details by plan and instrument type:
| Features | Platinum | Platinum | Gold | MAGPIX Standard | Silver | Bronze |
|---|---|---|---|---|---|---|
| Instrument Types | Luminex® 200™ FLEXMAP 3D® MAGPIX® | ARIES® ARIES® M1 VERIGENE® | All | MAGPIX® | Luminex® 200™ FLEXMAP 3D® | Luminex® 200™ FLEXMAP 3D® VERIGENE® |
| Unlimited Visits for Emergency Repair | x | x | x | x | x | |
| Preventative Maintenance Visit per Year | 2 | 1 | 1 | 1 | 1 | |
| Travel and Labor Costs Associated with Emergency Repair | x | x | x | x | x | |
| Part Costs Associated with Emergency Repair | x | x | x | x | 20% discount on parts | |
| Priority Scheduling for Service Requests | x | x | x | x | x | |
| Product Updates and Modifications | x | x | x | x | x | |
| Telephone and Online Support 24/7 | x | x | x | x | x | x |
| Onsite Response Time (Business Days), if Required | 1 | 1 | 2 | 2 | 2 after receipt of PO |
Note: Not all service plans are available in all countries. See Supported Countries for more information.
Supported Countries
| Countries | Platinum | Gold | Silver | Bronze | MAGPIX Standard |
|---|---|---|---|---|---|
| Austria | x | x | x | x | |
| Bahamas | x | x | x | x | x |
| Barbados | x | x | x | x | x |
| Belgium | x | x | x | x | x |
| Bermuda | x | x | x | x | x |
| Bulgaria | x | x | x | x | |
| Canada | x | x | x | x | x |
| Cayman Islands | x | x | x | x | x |
| China | x | ||||
| Croatia | x | x | x | x | |
| Cyprus | x | x | |||
| Czech Republic | x | x | x | x | |
| Denmark | x | x | x | x | |
| Dominican Republic | x | x | x | x | x |
| Estonia | x | x | x | x | |
| Finland | x | x | x | x | |
| France | x | x | x | x | |
| Germany | x | x | x | x | x |
| Greece | x | x | x | x | |
| Hong Kong | x | ||||
| Hungary | x | x | x | x | |
| Iceland | x | x | x | x | |
| Ireland | x | x | x | x | |
| Italy | x | x | x | x | |
| Jamaica | x | x | x | x | x |
| Japan | x | ||||
| Latvia | x | x | x | x | |
| Lithuania | x | x | x | x | |
| Luxembourg | x | x | x | x | x |
| Malta | x | x | |||
| Mexico | x | x | x | x | x |
| Monaco | x | x | x | x | |
| Netherlands | x | x | x | x | x |
| Norway | x | x | x | x | |
| Poland | x | x | x | x | |
| Portugal | x | x | x | x | |
| Puerto Rico | x | x | x | x | x |
| Romania | x | x | x | x | |
| Slovakia | x | x | x | x | |
| Slovenia | x | x | x | x | |
| Spain | x | x | x | x | |
| Sweden | x | x | x | x | |
| Switzerland | x | x | x | x | x |
| United Kingdom | x | x | x | x | x |
| United States | x | x | x | x | x |
| Virgin Islands (US) | x | x | x | x | x |