Lab Instrument Services and Warranty Overview
Browse Available Service Options, Support Packages, and Downloadable Software Updates
When you purchase a ƽ Technologies instrument—in addition to gaining a more efficient, standardized workflow—you also have our commitment to help ensure it performs consistently and reliably. Each new instrument purchase includes a one-year warranty covering parts, labor, and travel, with options to extend coverage and add preventative maintenance, installation and operation qualification, performance verification, and other additional services. With expert support and flexible service plans to minimize downtime and maintain optimal performance, you can depend on ƽ Technologies instruments for your research.
Read on to learn more about our comprehensive warranty and service packages, as well as available software updates for ƽ Technologies laboratory instruments.
Lab Instruments Serviced and Maintained by ƽ
ᾱɲ1™ Cell Sorter
Compact, benchtop cell sorter powered by VACS™ technology, delivering fast, gentle, high-recovery sorting using sterile single-use microfluidic cartridges.
շѱ™ Tissue Dissociator
Automated, modular tissue dissociation system with built-in temperature control from 4 to 37°C. Choose from a 4-, 8-, or 12-sample system.
ʴǰ™ Transfection System
Cell mechanoporation system for transfection and intracellular delivery of a wide variety of cargoes to a broad range of cell types.
Dzdz™-
Fully automated immunomagnetic cell isolation instrument with a built-in user interface for performing sequential or up to 4 simultaneous ⳧™ cell isolations.
Dzdz™-16
Fully automated immunomagnetic cell isolation instrument for performing up to 16 simultaneous ⳧™ cell isolations.
շѱDz™
Automated and standardized algorithm-based imaging and counting for human and mouse hematopoietic colony-forming unit (CFU) assay.
Warranty and Support Packages
Summary of Service Options
We offer four core service options to cover your basic instrument service needs:
- Instrument Warranty
Provides comprehensive coverage for software upgrades and instrument repairs, including diagnostics, replacement parts, labor, shipping and travel costs, and, if required, a temporary replacement unit1 for the duration of the repair. One year of manufacturer warranty is included with every instrument purchase. Warranty can be extended for up to 5 consecutive years, and contracts are not automatically renewed. Warranties do not cover instruments with missing or altered tamper seals or serial numbers, nor problems arising from external causes such as accidents, abuse, misuse, unauthorized servicing using unapproved parts, or usage not in accordance with the instrument's Technical Manual. - Preventative Maintenance (PM)
Proactive, scheduled on-site service to help maintain optimal instrument performance and prevent downtime. A qualified instrument specialist inspects system performance, completes required calibrations and adjustments, and provides a Verification Certificate for your records. A PM visit may be purchased on its own, with warranty, or added during an active warranty. You may purchase as many PM visits per year as appropriate for your instrument use and needs. Any repairs or replacement parts included in the PM visit performed on an instrument not covered under warranty will be charged separately. - Installation Qualification, Operational Qualification, and Instrument Performance Verification (IQ/OQ/IPV)
Our IQ service confirms correct delivery, installation, and initial performance, while continued OQ and IPV services subsequently verify instrument accuracy, precision, and ongoing performance. These services help identify issues that arise due to normal wear or improper use and are recommended after relocation or major repairs, as dictated by the IQ/OQ/IPV protocol for the specific instrument, and/or as needed to meet your regulatory requirements. We provide audit-quality performance data to support quality requirements and regulatory compliance. - “Break-Fix” Service
If you are not under an active warranty contract and need a repair, our Technical Support team will perform remote diagnostics and issue a quote for the estimated cost of repair. Upon completion of the repair by an instrument specialist, an invoice will be issued for the actual costs incurred.
For more details on the services options, download the Instrument Service Brochure.
Frequently Asked Questions on Instrument Warranty
Have a question about our lab instrumentation warranty or preventative maintenance plans? Read answers to some of our most frequently asked questions.
Ordering Information for Warranty and Service Options
All available services2 can be purchased individually or as a bundle, depending on your desired level of support. Below are the available single-service and common bundled options for ƽ Technologies laboratory instruments. Additional bundles for single-service options are available, please reach out to your sales representative for more information on available packages.
| Product | ᾱɲ1™ | շѱ™ | ʴǰ™ | Dzdz™đS | Dzdz™đ16 | շѱDz™ |
|---|---|---|---|---|---|---|
| Catalog # | ||||||
| 1-Year Warranty | 500-0740 | 500-0622 | 500-0271 | 21200 | 23200 | 22201 |
| PM visit (for an instrument without a warranty) | 500-0743 | 500-0623 | 500-0500 | 21203 | 23203 | 22202 |
| Additional PM visit (for an instrument with active warranty) | - | 500-0624 | 500-0501 | 21209 | 23209 | 22209 |
| IQ/OQ/IPV | 500-0741 | 500-0625 | 500-0270 | 21206 | - | 22206 |
| 1-Year Warranty + PM visit | - | 500-0626 | 500-0502 | 21202 | 23202 | 22203 |
| 1-Year Warranty + PM visit + IQ/OQ/IPV | - | - | 500-0503 | 21211 | 23211 | 22208 |
PM = Preventative Maintenance; IQ/QQ/IPV = Installation Qualification, Operational Qualification, and Instrument Performance Verification
Book a Service Appointment
To inquire about any of our warranty and service plans please email us, call us during local business hours, or LiveChat with us online.
- Already have an active warranty agreement or service contract? To schedule a Service Appointment, please email us or reach out to your sales representative.
- To request a quote for repairs not covered by an active warranty, please email us with the type of service request(s) desired, your instrument model, the serial number, current software version, and a summary of any issues if applicable.
Additional Services
Back-On Warranty Program
Has your ƽ Instrument Warranty lapsed? Ask your sales representative about our Back-On Warranty Program. Warranty reinstatement is available at the discretion of ƽ and is subject to the outcome of a Preventative Maintenance inspection visit.
Lab Instrument Relocation
Lab instruments can be moved between sites by qualified instrument specialists. Our team will perform a full installation and operational qualification at the new location to ensure uninterrupted service and eliminate the risk of instrument damage. Training of new operators and performance validation of the instruments are also available as part of this service.
User Training
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. Standard user training is included with every instrument purchase and occurs during the installation of the instrument. To request additional on-site or virtual training specific to your workflows delivered by our Scientific Support team, please reach out to your sales representative or email us. Additionally, you may explore our Technical How-To Videos for more information on the benefits and performance of our lab instruments.
Custom Application and Protocol Development
For applicable instruments such as the Dzdz™- and Dzdz™-16, we offer custom protocol development to enhance and tailor instrument operations to your unique and evolving requirements, such as new cell types or sequential cell isolation. While we make every effort to develop custom protocols, feasibility and performance may vary, and not all requests can be supported. This service includes personalized consultations with our Scientific Support team, an evaluation of scientific and technical options, and continued support during the potential implementation of custom protocols.
For our other instruments such as ʴǰ™, շѱ™, and ᾱɲ1™, wherever possible, our Scientific Support team will provide guidance and recommendations when trialing new applications with our products, so you can spend less time troubleshooting. We are committed to ongoing innovation and regularly expand our protocol library and trial new applications for our lab instruments to support evolving research needs.
Software Updates
All ƽ Technologies laboratory instruments include software that supports their operation, data collection and analysis, and/or built-in user interface functionality. Lab instrument software may be updated periodically to increase or improve functionality. Requesting updates during routine instrument service or contacting your sales representative are the best ways to stay up to date with the latest enhancements. A charge may apply for certain upgrades to ƽ proprietary software, for instruments not covered by an active service plan. Updates and revisions to third-party software are not provided by ƽ.
Downloadable Software Updates
For applicable laboratory instruments, the latest versions of downloadable software updates are below. Instructions for upload are located in the instrument’s Technical Manual. Review the release notes carefully before choosing to download a new installer and upgrade your instrument. It is recommended that ƽ Technologies lab instrument software is kept up to date to ensure optimal performance.
Due to the complexity of the software, no downloadable software updates are available for the Dzdz™-, Dzdz™-16, and շѱDz™ instruments at this time. To request the installation of the latest software update by a field service engineer for these systems, please contact your sales representative or request the update during your next routine service appointment.
ʴǰ™ Software V1.0.1
All instrument software is currently up-to-date. Please check back for future downloadable software updates.
շѱ™ Software V1.1.0
All instrument software is currently up-to-date. Please check back for future downloadable software updates.
Dzdz™- Software V1.5.2
Dzdz™- Software Update Version 1.5.2 is not available for download. Please check back for future downloadable software updates.
Explore Additional Lab Instruments and Technical Resources
Incorporating instruments that automate and/or standardize critical processes in the lab can help you improve efficiency, reduce variability, and generate results you can confidently compare, share, and scale across projects or sites. Explore the content below to learn how our lab instruments standardize key processes in cell-based workflows, maximize efficiency, and support the scalable growth of your research.
Automated Sample Preparation
Start your cell-based workflows with confidence and ensure reproducibility, consistency, and efficiency from the very first step.
Automated Cell Isolation and Cell Sorting
Save time with walk-away automation, and achieve consistent, highly pure cell isolations and sorts.
Cell Culture and Expansion, and Cell Engineering
Streamline the growth, expansion, and engineering of your cells with our innovative lab instruments featuring the latest cutting-edge technology.
Cell Analysis, Characterization, and Automated Cell Counting
Accelerate discovery with lab instruments that simplify cell counting and functional characterization.
- Subject to instrument availability. Not available for the Dzdz™-16.
- Certain service plans mentioned on this page may not be available in all regions. Please contact your sales representative for more information on availability in your region.
