Maximise Performance. Minimise Downtime.
Your nanopore sequencing device is a powerful tool for unlocking insights at the speed of biology — but to keep it running at peak performance, you need more than just routine maintenance. Our Enhanced Support Plans go beyond standard support, offering priority assistance, proactive health checks, and rapid-response repairs, so your research never misses a beat. Whether you’re in clinical diagnostics, academic research, or industrial applications, our support plans are designed to protect your investment, extend the lifespan of your device, and ensure consistent, high-quality sequencing results.
How to buy?
Support and Enhanced Support plans may be selected at the device purchase checkout.
Login to see your plan status or plans available for your device.
Compare support plans
MinION and P2 Solo: Standard support plans available.
| No plan | Standard | |
|---|---|---|
| Installation onboarding | Self-serve online | Self-serve online |
| Training | Billable: view training details | Billable: view training details |
| Email / chat support priority | Mon-Fri, 9:00 AM - 5:00 PM (local time, deprioritised) | Mon-Fri, 9:00 AM - 5:00 PM (local time) |
| Replacement if cannot repair | Billable | |
| 1 year included |
GridION, P2 Integrated and PromethION 24 devices: Standard and Enhanced support plans available.
| Standard | Enhanced | |
|---|---|---|
| Installation onboarding | 1 business day online (GridION, P2 Integrated) 2.5 business days onsite (PromethION 24) | 1 business day online (GridION, P2 Integrated) 2.5 business days onsite (PromethION 24) |
| Training | Billable: view training details | 2.5 business days onsite |
| Phone support | ||
| Email / chat support priority | Mon-Fri, 9:00 AM - 5:00 PM (local time) | Mon-Fri, 24 hours (Prioritised 4-hour response time) |
| Onsite repairs | ||
| Replacement if cannot repair | ||
| Loaner during prolonged downtime | ||
| Preventative maintenance visit | ||
| SLA response time | ||
| 1 year included | 1 year included |
How to buy?
Support and Enhanced Support plans may be selected at the device purchase checkout.
Login to see your plan status or plans available for your device.