Maintenance Support Plans
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 options that fit all laboratory needs and budgets.
Coverage details may vary by region.
For further details, please download our brochure here.
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.
PM Only Service
Routine preventative maintenance (PM) is necessary for extending the life of your instrument and keeping it operational under manufacturer requirements. PM service includes routine instrument inspection and validation, as well as incorporating any of the latest hardware and software updates.
A-la-carte Services
Available for instruments not currently covered by warranty or a service plan, repair services are offered at an hourly travel and labor rate plus the price of replacement parts.
Service Plans Summary
| Features | Platinum* | Gold | PM Only Service | A-la-carte Services |
|---|---|---|---|---|
| Emergency repair visits | Unlimited | Unlimited | NA | All expenses billed |
| Travel/labor costs | All costs included | All costs included | NA | Per hourly rate |
| Spare parts costs | All parts included | All parts included | NA | Per Market rate |
| Scheduled preventive maintenance included (as per instrument PM plan) | Per specifications | Per specifications | Per specifications | Billable, upon request |
| Onsite response time (business days) for non- operational instruments | One | Two | NA | Varies |
| Priority scheduling for service requests | x | x | NA | As available |
| Mandatory software updates and modifications | x | x | x | Billable |
| Telephone Support | x | x | x | x |
| PC Hardware Coverage** | x | x | NA | NA |
Notes:
*Available only for certain business segments and regions
**PC hardware coverage limited to Luminex® 100/200™, FlexMAP 3D®, and MAGPIX® instruments whose PCs were installed by Luminex
These plans cover Luminex® 100/200™, FLEXMAP 3D®, CMOS-based MAGPIX®, xMAP INTELLIFLEX®, and xMAP INTELLIFLEX® DR-SE systems. Multi-instrument plans are available for those owning more than one Luminex instrument. Benefits of multi-instrument plans include the convenience of having multiple instruments under one agreement and one annual renewal date, as well as multi-year product support at a discounted rate.
Supported Regions
| Countries | Platinum | Gold | Gold (5-day resp) | PM Only Service | A-la-carte Services |
|---|---|---|---|---|---|
| Australia | x | x | x | ||
| Austria | x | x | x | ||
| Bahamas | x | x | x | ||
| Barbados | x | x | x | ||
| Belgium | x | x | x | x | |
| Bermuda | x | x | x | ||
| Bulgaria | x | x | x | ||
| Canada | x | x | x | x | |
| Cayman Islands | x | x | x | ||
| China | x | x | x | ||
| Croatia | x | x | x | ||
| Cyprus | x | x | x | ||
| Czech Republic | x | x | x | ||
| Denmark | x | x | x | ||
| Dominican Republic | x | x | x | ||
| Estonia | x | x | x | ||
| Finland | x | x | x | ||
| France | x | x | x | x | |
| Germany | x | x | x | x | |
| Greece | x | x | x | ||
| Hong Kong | x | x | x | ||
| Hungary | x | x | x | ||
| Iceland | x | x | x | ||
| Ireland | x | x | x | ||
| Italy | x | x | x | x | |
| Jamaica | x | x | x | ||
| Japan | x | x | x | ||
| Latvia | x | x | x | ||
| Lithuania | x | x | x | ||
| Luxembourg | x | x | x | ||
| Malaysia | x | x | x | ||
| Malta | x | x | x | ||
| Mexico | x | x | x | ||
| Monaco | x | x | x | ||
| Netherlands | x | x | x | x | |
| New Zealand | x | x | x | ||
| Norway | x | x | x | ||
| Poland | x | x | x | ||
| Portugal | x | x | x | ||
| Puerto Rico | x | x | x | ||
| Romania | x | x | x | ||
| Singapore | x | x | x | ||
| Slovakia | x | x | |||
| Slovenia | x | x | x | ||
| Spain | x | x | x | x | |
| Sweden | x | x | x | ||
| Switzerland | x | x | x | x | |
| United Kingdom | x | x | x | x | |
| United States (exc. Hawaii & Alaska) | x | x | x | x | |
| US Hawaii | x | x | x | ||
| US Alaska | x | x | x | ||
| Virgin Islands (US) | x | x | x |