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Digital service innovations
Because science can't wait
There’s simply no time for instrument downtime. That’s why our Instrument Service Plans include Digital Service Innovations to help keep your instruments and your lab running smoothly. These include pioneering on-demand tools and capabilities such as remote support using augmented reality technology, instrument-driven support, and on-demand instrument training. We’re constantly looking ahead so your lab never falls behind.
Access to these tools and our network of over 1,000 trained professionals begins with the purchase of your Applied Biosystems, Invitrogen, or Ion Torrent instrument. Contact us to learn more.
Getting help with your instrument should be a quick pitstop, not a day long interruption.
Through immersive, real-time collaboration tools, we can help identify and possibly resolve issues remotely in minutes, helping to eliminate the need for on-site repairs that could keep you idle for days.
SARS-CoV-2 UPDATE
We want to help minimize SARS-CoV-2 related instrument downtime in your lab. We are now expanding access to this tool to all our customers, regardless of contract status.
Check our latest SARS-CoV-2 service updates ›
Mobile Augmented Reality (AR) Support
Virtually transport one of our engineers into your lab in as little as 20 seconds, which may reduce average instrument downtime from days to minutes.
Desktop Remote Support
When challenges require a deeper dive, we offer full system support with instrument and computer troubleshooting. Using IT-friendly remote support access, our engineers can navigate your desktop to better understand and address your computer or software related questions.
Digital innovation success stories
AR remote support helps a remote lab in a time of crisis
Read on ›
Read the story in the Behind the Bench blog ›
Smart Help
What if troubleshooting an instrument issue was as easy as pushing a button? With our Instrument Service Plans, it is. Instrument-driven support streamlines issue resolution by enabling push-button log and run file delivery to technical support to help get you back up and running faster.
Features include:
- On-screen technical help
- Push-button log and run file delivery to technical support
Currently available for the Applied Biosystems QuantStudio 6 and 7 Pro Real-Time PCR Systems.
Proactive problem detection and faster service resolution
Remote Monitoring and Diagnostics Service
Improve instrument uptime by solving issues proactively. Instrument performance data is sent securely to our service support team who can qucikly and proactively troubleshoot, diagnose, and help maintain performance of your instruments.
Digital SmartStart™ Training
Having a great instrument is good. Knowing how to use it—and getting up to speed quickly—is paramount. Learning formats include:
3D Experience
A uniquely interactive experience that teaches your team how to use a new instrument. Consider it your interactive user manual in 3D. Currently available for the EVOS M5000 Cell Imaging System and QuantStudio 1 Real-Time PCR System.
LabCoat Live
Intensive eLearning modules focused on how to effectively use our products or kits. Learn about our products, proper techniques, and analyze your results with a blend of virtual and hands-on learning. More courses coming soon.
The future of science is nonstop
We take a one-step-ahead approach by continually advancing our digital service technologies.
See what we’re doing to equip labs for faster training, less downtime, fewer surprises, and more confidence.
Meet the team behind our Digital Service Innovations
Learn more about the people behind our Service and Support ›
Accelerate your science
Instrument uptime is only part of an efficient laboratory. Connect, our cloud-based platform, enables you to get connected to your data more easily and quickly than ever before.