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We offer four core service options to cover your basic instrument service needs:

• Instrument Warranty
• Preventative Maintenance (PM)
• Installation Qualification, Operational Qualification, and Instrument Performance Verification (IQ/OQ/IPV)
• “Break-Fix” Service

Our custom instrumentation services also include:

• Instrument Relocation and Installation
• User Training
• Custom Application and Protocol Development
• Back-On Warranty Inspections

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The �����ƽ�� Technologies laboratory instruments eligible for internal service and maintenance packages are the Highway1™ Cell Sorter (Catalog #100-2310), the STEMprep™ Tissue Dissociator (Catalog #100-2112), the CellPore™ Transfection System (Catalog #100-0946), the RoboSep™-S (Catalog #21000) and RoboSep™-16 (Catalog #23000) automated immunomagnetic cell separation instruments, and the STEMvision™ Automated Colony-Forming Unit (CFU) Assay Reader (Catalog #22000).

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Remote Technical Support (email monitoring and phone calls) is available between 8 am and 6 pm (local time), Monday through Friday, excluding statutory holidays.

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On-site Technical Support and Service is available to schedule from 8 am to 5 pm (local time) Monday through Friday, excluding statutory holidays.

Any work requested to be performed �����ƽ�� on a weekend, designated holiday, or a �����ƽ��-designated holiday is subject to availability and will be billed at the weekend/holiday rates in effect at the time of the service.

Software upgrades and instrument repairs, including diagnostics, replacement parts, labor, shipping and travel costs, and, if required/applicable, a temporary replacement unit for the duration of the repair.

1. Instruments with missing or altered tamper seals or serial numbers
2. Instruments for which �����ƽ�� Technologies has not received payment
3. Issues that result from:
   • External causes, such as accidents, abuse, misuse, or problems with electrical power
   • Servicing not authorized by �����ƽ��
   • Usage that is not in accordance with the instrument’s Technical Manual
   • Using accessories, parts, or components not approved by �����ƽ��

Work performed by �����ƽ�� on any instrument and made necessary as a result of causes mentioned in this section shall be billed to the customer at the current rate for parts, labor, shipping, and if applicable, travel expenses.

One year of manufacturer warranty is included with every instrument purchase. While the manufacturer warranty is active, you may extend coverage for up to five consecutive years. Contracts are not automatically renewed and warranty extension beyond the five years may be considered if �����ƽ�� has not announced the end of support for the product.

Yes, laboratory instruments with expired warranties may be eligible for warranty reinstatement through our Back-On Warranty Program. Reinstatement is at the discretion of �����ƽ�� Technologies and is subject to the following conditions:

1. �����ƽ�� will perform an initial preventative maintenance inspection of the instrument to determine eligibility for the reinstatement of the warranty. If necessary, �����ƽ�� technicians will perform repairs/upgrades and return the instrument to functional/upgraded conditions. Reinstatement may be denied if there is evidence of unauthorized repair or gross damage due to non-intended use.
2. The customer will be responsible for the cost of this warranty reinstatement inspection and any repairs that may be necessary, including parts, labor, and, if applicable, shipping fees.

The included manufacturer warranty contract lasts 12 months from the ship date of the laboratory instrument unless specified otherwise �����ƽ�� in writing. Extended warranty contracts are valid for 12 months or one year from the date of renewal.

To report a technical issue with your instrument, whether it is under warranty or not, please email techsupport@stemcell.com with a description of the problem, your instrument model, serial number, current software version, and any relevant details or error messages observed.

To determine whether the issue can be fixed remotely, a �����ƽ�� Technologies service representative will perform remote diagnostics as the situation allows. If further repairs are deemed necessary to restore function, �����ƽ�� will either:

1. For laboratory instruments covered under warranty:

   Arrange for an on-site visit to replace all parts required to repair the �����ƽ�� instrument free of charge or issue a Return Material Authorization Number, which you can use to ship the unit back to �����ƽ�� at no charge for depot service. In the event that the unit is shipped back to �����ƽ�� for repair, the instrument will be returned to you with labor, parts, and shipping costs covered by �����ƽ��.

   All replacement parts will be inspected and tested for quality assurance; these parts will also be covered for the remainder of the warranty. �����ƽ�� will own all parts removed from the instrument during repair.

2. For laboratory instruments not covered under warranty:

   Perform “Break-Fix” service to repair your instrument. You will be charged for the time, materials, and other expenses required to complete the repair. �����ƽ�� will issue a quote for the estimated repair and arrange on-site or depot service intervention that will proceed within five days of �����ƽ�� receiving a Purchase Order (PO) for the estimated repair. Upon completion of the repair, �����ƽ�� will issue an invoice for all actual costs incurred. “Break-Fix” service provides the same quality of repair as all instrument service interactions, but costs can be unpredictable and the time required to complete the repair is often prolonged.

No, the choice between an on-site service visit or shipping the unit back to �����ƽ�� Technologies for repair (depot service) will be made at �����ƽ��’s sole discretion. Shipping methods will be at �����ƽ��’s discretion.

Yes, if the instrument is moved by a trained �����ƽ�� Technologies representative and reinstalled in accordance with our standards. We offer Lab Instrument Relocation as a custom service performed by qualified instrument specialists. Our team will perform a full installation and operational qualification (IQ/OQ) at the new location to ensure uninterrupted service and eliminate the risk of instrument damage. Training of new operators and performance validation (IPV) of the instruments are also available as part of this service.

Laboratory instrument performance and reliability depend on several factors, including proper daily maintenance, annual preventative maintenance performed by a �����ƽ�� Technologies representative, the age of the instrument, frequency of use, operating environment, and level of user training. Additionally, the recommendation for service on instruments governed under regulatory requirements and compliance may differ by region.

At a minimum, we recommend adhering to routine daily care (proper start up and shut down procedures found in the instrument’s Technical Manual) and scheduling annual preventative maintenance (PM), with additional servicing as needed based on usage and performance.

A Preventative Maintenance (PM) visit is a proactive way to avoid unscheduled downtime and ensure your equipment is routinely maintained. By addressing minor wear-and-tear early, regular PM visits can protect both your data and your budget by reducing repair costs and extending instrument lifespans and uptime. With a PM plan, you also receive the latest software updates to keep operations running smoothly. Our detailed service reports keep you updated on the exact health and performance status of your system. Enjoy total peace of mind knowing your laboratory instrumentation is performing optimally, leaving you free to focus on what matters most—your research.

Customers who have purchased a Preventative Maintenance (PM) plan are entitled to one scheduled PM visit per year with the option to add more visits if desired. PM plans can be purchased individually for an instrument or bundled with warranty and/or additional service contracts.

A Preventative Maintenance plan covers the following:

• One or multiple visits per year
• Instrument decontamination and cleaning
• Inspection labor
• Software verification and upgrades
• Hardware and fastener verification
• Electrical card, cabling, and connector verification
• Full positional verification and calibration, if required
• Required maintenance on drive systems
• Related shipping costs (if applicable)

Instrument warranty only covers the costs associated with a repair for an instrument functioning suboptimally or that is non-operational. Preventative Maintenance (PM) visits are an additional service that are recommended for all instruments to maximize uptime, maintain good functionality, and prevent the need for repairs. We recommended at least one PM visit for all instruments, whether under warranty or not. The benefit of bundling warranty and PM is that, should a repair be required during a PM visit, there will be no additional costs to the customer.

Yes, Preventative Maintenance (PM) plans can be purchased for instruments that are not under warranty. PM plans only cover labor and consumables for regular maintenance, calibration, diagnostics, but not any downstream costs for repairs and upgrades identified as part of the PM visit. During the PM visit, if it is determined that major parts within the instrument require upgrading or replacing, �����ƽ�� Technologies will advise you of the need to upgrade or replace those parts. Should you decide to proceed with the upgrade or replacement of those parts, �����ƽ�� will charge you at the current rate for parts, labor, and travel expenses. It is recommended to purchase a service package including both instrument warranty and PM visits to maximize the uptime of your instrument.

No, once a warranty or service plan has been purchased and paid for in full, it must run its term and cannot be canceled or refunded. All sales are final and payment must be received within 30 days of signing the service contract.

No, all warranty and service plans are non-transferable and are specific to a single laboratory instrument serial number.

To learn more about the specific requirements for each �����ƽ�� Technologies instrument, please consult the instrument’s Technical Manual for specific information on instrument dimensions for lab space and physical requirements, power and electrical setup requirements, environmental and safety considerations, and any computer and IT requirements. To ensure a smooth delivery prior to installation, �����ƽ�� may ask a customer to provide the following:

• Delivery contact person
• Receiving dock access
• Storage area before installation
• Packaging disposal plan
• Facility access for required �����ƽ�� installation personnel

To learn more about the specific requirements for each �����ƽ�� Technologies laboratory instrument, please consult the instrument’s Technical Manual for the instrument’s specifications and information on requirements for installation. Here are some general things to consider before the installation of your instrument:

Yes, for most instruments Installation Qualification (IQ), Operational Qualification (OQ), and Instrument Performance Verification (IPV) services can be purchased individually for an instrument or bundled with warranty and/or preventative maintenance service contracts.

Yes, our Installation Qualification, Operational Qualification, and Instrument Performance Verification (IQ/OQ/IPV) services come with an audit-quality report with detailed information on instrument performance post-calibration and validation.

Yes, lifetime remote technical support comes with the purchase of every �����ƽ�� Technologies product, including our laboratory instruments. This includes support when trialling new applications and general troubleshooting. From installation to optimization, our team is available to support a smooth integration of our instrument workflows into your lab.

Remote Technical Support (email monitoring and phone calls) is available from 8 am and 6 pm (local time), Monday through Friday, excluding statutory holidays.

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Yes, standard user training is included with every instrument purchase and occurs during the installation of the instrument. To ensure full utilization of instrument capabilities and to minimize downtime, �����ƽ�� Technologies recommends formal training on instrument procedures and software features for all users.

• A full walk-through of instrument functionality
• Review of operation best practices
• Tips for general care and maintenance
• Discussion of sample compatibility and preparation

Yes, both remote and on-site training are available for new users. To request additional on-site or virtual training specific to your workflows, please reach out to your sales representative or email techsupport@stemcell.com. Additionally, at any time, new users may explore our Technical How-To Videos for more information on the operation, benefits, and performance of our lab instruments.

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Yes, laboratory instrument demos are offered for all �����ƽ�� Technologies instruments but are subject to availability and are not available in all regions. To request a demo, reach out to your sales representative or fill out the Demo Request Form specific to your instrument of interest online.

No, software updates that require a visit from a field service engineer are only included for instruments under an active warranty contract or on a Preventative Maintenance (PM) plan. For instruments not covered by an active warranty contract or PM plan, a charge may apply for certain upgrades to �����ƽ�� Technologies proprietary software. Updates and revisions to third-party software are not provided by �����ƽ��.

Some instruments have freely available software updates you can download at www.stemcell.com/software-updates. Details for how to download and install software updates for applicable lab instruments can be found in the instrument’s Technical Manual.

For all our instruments, requesting an update during routine instrument service appointments or during a repair are the best ways to stay up to date with the latest enhancements. Some instruments have freely available software updates you can download at www.stemcell.com/software-updates. Details for how to download and install software updates for applicable lab instruments can be found in the instrument’s Technical Manual.

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Yes, we provide audit-quality performance data to support quality requirements and regulatory compliance for our Installation Qualification, Operational Qualification, and Instrument Performance Verification (IQ/OQ/IPV) services. Our IQ service confirms correct delivery, installation, and initial performance, while continued OQ and IPV services subsequently verify instrument accuracy, precision, and ongoing performance.

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