Instrument support
Installation planning, operator training, troubleshooting and planned maintenance.
Explore instrument supportServicesSupport for the lab.
Support for the lab.
Insight for the next step.
Explore instrument installation, training and technical support, alongside molecular diagnostics information and general service enquiries.
Services
All service areas in one place.
Explore instrument support, research-use-only projects, or molecular diagnostics information. Each has a dedicated route for your enquiry.
Cancer NGS & molecular profiling
Cancer NGS and molecular profiling information, with general enquiries about the service and provider requirements.
Explore molecular diagnosticsGenomics & multiomics research
Explore research project categories and discuss scientific scope, data requirements and project planning.
Explore research servicesAcross the instrument lifecycle
Help at the stage you need.
Before installation
Discuss site readiness, utilities, system configuration, consumables and the needs of the operating team.
Installation & orientation
Coordinate equipment setup, operator orientation and initial workflow discussions.
Technical troubleshooting
Share the instrument model, symptoms and error details so the team can assess the next steps.
Planned maintenance
Discuss preventive service, parts and consumable requirements for your system.
Request technical supportA little context helps
A little context helps
us get started.
Send the details below to help the team understand your service request.
Start a service enquiry01
Instrument detailsModel, serial number and installation location
02
What you’re seeingSymptoms, error messages and when the issue started
03
Recent changesReagents, consumables, protocols or maintenance
04
Your contactName, organisation and best callback details
Common questions
Before you get in touch.
Can I discuss a system before purchasing?
Yes. Share the application, scale, throughput and site details, and we can discuss suitable equipment options and the associated consumables.
What should I include in a service request?
Include the instrument model and serial number, a description of the issue, any error text and the best way to contact you. Please avoid sending passwords, patient records or other sensitive data.
Can you help identify a consumable or spare part?
Send the instrument model, part number or a clear photograph of the item. Compatibility, availability and commercial terms will be confirmed before supply.
Are service visits and timelines confirmed online?
No. The team will review the requirement and confirm the scope, availability, scheduling and any charges directly with you.
Start a conversation
Contact our team Need help with your instrument?
Send the model and a brief description of the requirement. Our team will help determine the next step.