Maintenance and Support Plans
Designed to fit the specific needs of any laboratory, whether in the academic, government, or private sector, the Maintenance and Support Plans offer 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 plans extend 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
Premium
The Premium service plan is intended for customers who regularly operate the instrument and require proactive service with the assurance of onsite 2-business day response.
Care
The Care service plan is intended for customers who continuously operate the instrument and require proactive service with assurance of onsite 5-business day response.
Pro
This can be added on to any plan and will replace a PM* with a PMOQ*. This PMOQ will provide customers with documentation needed to stay audit-ready.
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.
*Preventive Maintenance
*Preventive Maintenance Operational Qualification
Maintenance and Support Plans Summary
| Features | Premium Pro* | Premium* | Care Pro | Care | PM Only | A-la-carte |
|---|---|---|---|---|---|---|
| Emergency repair visits | Unlimited | Unlimited | Unlimited | Unlimited | N/A | All expenses |
| Travel/labor costs | All costs included | All costs included | All costs included | All costs included | N/A | Per hourly market rate |
| Repair parts costs | All costs included | All costs included | All costs included | All costs included | N/A | Per market rate |
| PMOQ in place of a plan PM | ✓ | No | ✓ | No | N/A | Billable, upon request |
| Scheduled preventive maintenance included | 1 | 1 | 1 | 1 | PM included; not scheduled proactively | Billable, upon request |
| Onsite response time (business days) for non- operational instruments | 2 | 2 | 5 | 5 | N/A | Pending availability |
| Priority scheduling for service requests | ✓ | ✓ | ✓ | ✓ | N/A | No |
| Software updates and modifications | ✓ | ✓ | ✓ | ✓ | ✓ | Billable |
| Training discount‡ | 10% | 10% | 5% | 5% | N/A | N/A |
| Telephone Support | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| PC Hardware Coverage§ | ✓ | ✓ | ✓ | ✓ | N/A | N/A |
Notes:
*Available only for certain business segments and regions
†Response time listed is done on a best effort basis during business days/hours. Weekends and holidays do not count towards the response time.
‡Discount is applied to standard end user training portfolio (instrument usage classes and assay development training)
§Hardware and software is fully covered for instruments whose PCs were installed by Luminex that are under warranty or under an active
plan. LTG will only replace PCs in case of complete failure or system/software update incompatibility; replacement is not guaranteed for
issues and troubleshooting/reimaging will be tried first. If a customer wants a PC replaced and we don’t feel that is necessary they are free to
pay for a new PC that we will install as part of their service plan.
These plans cover Luminex® 200™, FLEXMAP 3D®, 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.
Supported Regions
| Countries | Premium Pro | Premium | Care Pro | Care | PM Only | A-la-carte |
|---|---|---|---|---|---|---|
| Australia | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Austria | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Bahamas |
| ✓ | ✓ | ✓ | ✓ | |
| Barbados |
| ✓ | ✓ | ✓ | ✓ | |
| Belgium | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Bermuda |
|
| ✓ | ✓ | ✓ | ✓ |
| Bulgaria |
|
| ✓ | ✓ | ✓ | ✓ |
| Canada | ✓ | ✓ |
| ✓ | x | |
| Cayman Islands |
|
| ✓ | ✓ | ✓ | ✓ |
| China | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Croatia |
| ✓ | ✓ | ✓ | ✓ | |
| Cyprus |
| ✓ | ✓ | ✓ | ✓ | |
| Czech Republic |
| ✓ | ✓ | ✓ | ✓ | |
| Denmark | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Dominican Republic |
|
| ✓ | ✓ | ✓ | ✓ |
| Estonia |
|
| ✓ | ✓ | ✓ | ✓ |
| Finland | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| France | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Germany | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Greece | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Hong Kong | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Hungary |
|
| ✓ | ✓ | ✓ | ✓ |
| Iceland |
|
| ✓ | ✓ | ✓ | ✓ |
| Ireland | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Italy | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Jamaica | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Japan | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Latvia |
|
| ✓ | ✓ | ✓ | ✓ |
| Lithuania |
|
| ✓ | ✓ | ✓ | ✓ |
| Luxembourg | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Malaysia |
|
| ✓ | ✓ | ✓ | ✓ |
| Malta |
|
| ✓ | ✓ | ✓ | ✓ |
| Mexico | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Monaco | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Netherlands | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| New Zealand | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Norway | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Poland |
|
| ✓ | ✓ | ✓ | ✓ |
| Portugal | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Puerto Rico | ✓ | ✓ | ✓ | ✓ | ||
| Romania | ✓ | ✓ | ✓ | ✓ | ||
| Singapore | ✓ | ✓ | ✓ | ✓ | ||
| Slovakia |
|
| ✓ | ✓ | ||
| Slovenia | ✓ | ✓ | ✓ | ✓ | ||
| Spain | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Sweden | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Switzerland | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| United Kingdom | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| United States (exc. Hawaii & Alaska) | ✓ | ✓ |
| ✓ | ✓ | |
| US Hawaii | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| US Alaska | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Virgin Islands (US) |
|
| ✓ | ✓ | ✓ | ✓ |
Warranty Country Coverage
Systems placed in the supported regions carry a 12-month warranty from the date of installation by a Luminex Field Service Engineer or 15 months from shipment to partner or distributor (shorter of the two).
Warranty costs within supported regions are covered in the purchase price of the systems.
Systems sold outside of supported regions do not carry a full-service warranty.
- A parts warranty is provided (same time limitations as conventional warranty)
- All parts replaced on systems are covered
- Labor/travel to customers site outside supported regions is billed to partner, distributor, or customer by Luminex or 3rd party provider as elected at Luminex discretion
Following the warranty period, Service Level Agreements (SLAs) are available from Luminex within supported regions.