Whether running routine workflows or exploring new applications, the Standard Support plan offers affordable protection against potentially costly repairs.

This support plan includes 24-months of the license required to use the latest Oxford Nanopore software and devices. An active license requirement is laid out in out in the Nanopore Product Terms and Conditions, and provides the user with access to the following:

• Email and chat support available 8 hours a day (Monday to Friday excluding public holidays, 9.00 to 17.00 local time).
• Repair and replacement* for GridION replacement devices will be provided once Oxford Nanopore identifies the fault and finds that the issue cannot be resolved remotely or on-site by a Field Engineer.

*Please note: This excludes interventions required due to customer-caused damages or malfunctions, which may require additional evaluation and charges

• Onboarding support for GridION: a remote installation support call to ensure your device is correctly installed and ready-to-use.