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Support Plans

Your purchase of the Verogen MiSeq FGx Sequencing System and the ForenSeq Universal Analysis Software and Server are important investments that should be protected. The MiSeq FGx and Data Analysis Server Manufacturer’s Warranties guarantee coverage for parts and labor in the first year after purchase, including all hardware and software updates. For coverage beyond the first-year, Verogen offers a range of flexible support plans to provide simple and cost-effective options for laboratories to protect their investments while maximizing uptime for seamless, productive operations.

Invest in Long-term Benefits

By purchasing multiple years of coverage in advance, you avoid additional costs associated with annual price increases. Guarantee peace of mind knowing that your purchase is protected continuously and at the best possible price.

Transparent Terms

Support plan details are provided upfront, so there are no surprises regarding what is and what is not covered. Upgrade a plan or extend coverage to benefit from fast, on-site service with no hidden fees or extra costs.

Flexible Options

Choose a support plan that effectively covers your needs and budgets. Whether you only need parts and labor, or want to add on reagent compensation, annual preventative maintenance or avail of the latest software analysis updates, Verogen offers tailored service options for every lab.

Verogen Warranties and Support Plans (One-Year Coverage)

 MiSeq FGx & Data Analysis Server Manufacturer Warranty
(first year)
MiSeq FGx Manufacturer’s Warranty PLUSMiSeq FGx Extended Support PlanMiSeq FGx Extended Support Plan PLUSData Analysis Server Support PlanData Analysis Server Support Plan PLUS
Replacement Parts
Reagent Compensation for Instrument Failurea
Remote/Onsite Supportb
Target onsite response time (business days)53535c5c
Preventative Maintenanced
Performance Qualificatione
Software Updatesf

a. MiSeq FGx Reagents are provided as compensation for losses due to instrument failure.
b. Standard on-site support hours (direct sales territories only, on-site support hours for indirect sales territories might differ):
Americas: 8:00 to 17:00 Monday to Friday (excluding national holidays)
Europe and Asia Pacific: 9:00 to 17:30 Monday to Friday (excluding national holidays)
c. Verogen Server Support Plans provide a 5-day target onsite response time as standard, but this reduces to 3 days if the associated MiSeq FGx system is covered by the Extended Support Plan PLUS.
d. Includes one PM per one year contract.
e. Performance Qualification performed at time of Preventative Maintenance and qualified repair visits.
f. Applies to MiSeq FGx and ForenSeq Universal Analysis Software updates and bug fixes including new analysis modules if the server is covered by the Verogen Server Support Plan PLUS.

Save Time and Money with a Support Plan

Customer A invested in an Extended Support Plan and experienced an instrument failure. Verogen Field Service Engineers repaired the issue and qualified the instrument within five business days at no additional cost to the customer.

vs.

Customer B did not invest in an Extended Support Plan and experienced the same instrument failure as Customer A. Verogen Field Service Engineers generated a quote for the parts and labor amounting to 1.6 times the price of the Extended Support Plan investment. Because a purchase order was required before any work could begin, the service was further delayed. The instrument was finally repaired almost one month after the issue was reported at additional costs to the customer.

Resources

Verogen Warranties, Support Plans, and Services

Related Services

Preventative Maintenance

Ensure that your instrument is functioning efficiently with proactive parts replacement, system inspection, and verification runs.

Learn more >

Relocation Services

Relocate your instrument safely and ensure correct setup at the new location.

Learn more >

Qualification Services

Ensure installation, operational, and performance quality with comprehensive and well-tested qualification protocols.

Learn more >