Instrument Services & Support
Services and Support Overview
Your instruments are essential to your research—and keeping them running at their best shouldn’t be a challenge. We offer a full suite of service plans designed to protect your investment, minimize downtime, and maintain peak performance beyond the instrument warranty period. Whether you need comprehensive, full-coverage support or a flexible plan focused on repair and maintenance essentials, we have an option that fits your workflow. Every plan includes an annual preventive maintenance (PM) visit, and all are backed by expert technicians committed to keeping your instrument — and your research — moving forward.
Instrument Service Plans
Platinum at Purchase
Platinum at Purchase offers exceptional value by delivering uninterrupted Platinum-level service from the moment your instrument is installed. The plan enhances your first-year warranty to full on-site Platinum coverage and continues with a 12-month Platinum service contract, ensuring two years of top-tier support.
Platinum
Platinum coverage provides on-site repair labor, travel, and parts, plus an annual preventive maintenance visit. First-tier priority ensures rapid response and minimal downtime.
Gold
Gold coverage includes on-site repair labor and travel, plus an annual preventive maintenance visit. Repair parts are quoted and purchased separately.
Silver
Silver provides an annual on-site preventive maintenance visit. All repair labor, parts, and travel are quoted and purchased separately.
Depot
Depot service provides mail-in repair support including repair labor and parts, plus an annual depot PM. Shipping both ways is included.
| Annual Preventative Maintenance | Software Updates | Unlimited On-Site Repair Visits (Travel & Labor) | Parts Required for Repair | Advanced Training Tokens | Scheduling Priority | |
|---|---|---|---|---|---|---|
| Platinum at Purchase | ✓ | ✓ | ✓ | ✓ | ✓ | 1 |
| Platinum | ✓ | ✓ | ✓ | ✓ | 1 | |
| Gold | ✓ | ✓ | ✓ | (10% Discount) | 2 | |
| Silver | ✓ | ✓ | (10% Discount) | 3 | ||
| Depot | ✓ At Depot | ✓ | NA |
Advanced Training Tokens with Platinum at Purchase plans give you flexible access to expert-led training and support when and how you need it. Use tokens for advanced topics, tailored sessions, or quick refreshers to keep your team confident and productive on the instrument. Examples of advanced training topics are below.
Simple Western Instruments
- Simple Western Multiplexing method development
- Vector Characterization (VP ratios, Empty/Full)
- Normalization
- Relative Potency Assay Development
- Standard Curve Advanced Training
- Long term study design
Ella
- Assay optimization
- Using unvalidated sample types
- Open cartridge development
- Bridging between assays
- Performance and validation characterization
Maurice Instruments
- Turbo CE-SDS Cartridge training
- SupersoniciEF method development
- iCE3 to Maurice consultation
- Fractionation consultation
- Vector Characterization (VP ratios, Empty/Full)
- Empower or Chromeleon Software Drivers
Service Plans Available by Instrument
| Platform | Instrument | Platinum Plus | Platinum | Gold | Silver | Depot |
|---|---|---|---|---|---|---|
| iCE | Maurice Instruments, MauriceFlex | ✓ | ✓ | ✓ | ✓ | |
| Micro-Flow Imaging | MFI 5000 | ✓ | ✓ | ✓ | ✓ | |
| Simple Plex | Ella | ✓ | ✓ | ✓ | ✓ | ✓ |
| Simple Western | Abby, Jess | ✓ | ✓ | ✓ | ✓ | ✓ |
| Leo | ✓ | ✓ | ✓ | ✓ | ||
| NanoPro 1000 | ✓ | ✓ | ✓ | |||
| Cell Sorter & Dispenser | Pala | ✓* | ||||
| Single-Cell Western | Milo | ✓ | ✓ |
*This plan provides unlimited services at a Bio-Techne depot repair facility, including costs for shipping/packaging to and from the repair facility.
Training Support
Empower your team with the knowledge they need to use your system to their fullest potential. Whether you prefer face-to-face instruction or remote guidance, our Field Application Scientists deliver hands-on support tailored to your workflow and experience level.
Bringing on new team members? Looking to expand your instrument usage?
The Bio-Techne Academy is your gateway to continuous learning. Explore new-user training with certification, expert workshops, tips and best practices, and a dedicated Owner’s Center packed with key instrument documentation. Registration is simple, free, and open to all users.
Resources
Service and Support Plans
We have a variety of plans that will fit your needs and protect your instrument investment, letting you focus on your research.
Instrument Applications & Protocols
From immuno-oncology and vaccines to cell therapy, explore ProteinSimple Instrument applications by research area of interest or by instrument.
Want to access the benefits of ProteinSimple technology without owning an instrument?
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