Instrument Service Coverage

Element Biosciences provides qualified service and support to ensure reliability and maximize the performance of your AVITI™, AVITI LT, AVITI24™, and VITARI™ instruments. Our dedicated, experienced team simplifies service and support to minimize disruptions and keep your system operating at peak performance. Field Service Engineers handle site prep, installation, and system verification; Field Application Scientists provide scientist-to-scientist technical support; and Technical Support Engineers deliver rapid phone and email response.

All Element Biosciences instrument purchases include a 1-year manufacturer warranty (“Manufacturer Warranty”)¹ from installation. We encourage every customer to extend coverage beyond the Manufacturer Warranty with an Annual Service Plan, now including our new Premium tier for AVITI, AVITI LT, and AVITI24, with installation IQ/OQ/PQ included.

Annual Service Plans

Choose the plan that matches your lab's throughput, risk tolerance, and regulatory requirements. Basic and Plus plans are our most accessible options while Premium delivers our fastest response time and includes qualification services.

Basic Plan: A budget-sensitive offering that covers instrument repairs and preventative maintenance, keeping your system running reliably at the lowest annual cost. 

Plus Plan: Our full-featured, most popular offering, adding expedient on-site service, repair, and reagent replacement for instrument failures on top of everything in Basic. 

Premium Plan: Our most comprehensive offering for AVITI, AVITI LT, and AVITI24. Premium delivers our fastest target on-site response time (1 day), two preventative maintenance visits per year instead of one, and Install IQ/OQ/PQ included at no additional cost.

Break/fix and a-la-carte post-install IQ/OQ/PQ are also available at a discounted rate, making Premium the best fit for regulated or high-throughput labs that need maximum uptime and audit-ready documentation. 

AVITI, AVITI LT, and AVITI24 Plan Comparison

Feature	BASIC	PLUS	PREMIUM
Manufacturer 1-Year Warranty	Included	Included	Included
Service Contract Term	1 yr	1 yr	1 yr
Replacement Parts & Labor	Yes	Yes	Yes
Reagent Replacement for Instrument Failures	No	Yes	Yes
Target On-Site Response Time	3 days	2 days	1 day
Install IQ/OQ/PQ	N/A	Add-on (discounted)	Included
Break/Fix IQ/OQ/PQ	List price	List price	Discounted
A-la-carte Post-Install IQ/OQ/PQ	List price	List price	Discounted
Preventative Maintenance	1 per year	1 per year	2 per year
Software Updates	Included	Included	Included
Applications Support	Standard	Standard	Standard

Find the right plan for your instrument

Setup

What to expect at installation

An Element Biosciences representative will deliver, unpack, and place your instrument on the lab bench. Our trained field service team will then perform installation and operational qualification procedures, followed by a performance verification sequencing run. Following installation, our engineers provide an installation checklist certifying that your instrument meets acceptance criteria and is ready for customer training. 

Optional service: Installation Qualification / Operational Qualification / Performance Qualification (IQ/OQ/PQ)

IQ/OQ/PQ provides documented, audit-ready verification that your instrument is installed and operating to manufacturer specifications, supporting labs in regulated environments and addressing a key qualification requirement in certain markets.

• Installation Qualification (IQ): A trained engineer verifies firmware, software, setup, and environmental and safety conditions, then delivers a signed, audit-ready report.
• Operational Qualification (OQ): Confirms motion, optics, fluidics, and thermal performance against an Element-maintained protocol that is updated with every hardware and software release.
• Performance Qualification (PQ): Executes a PhiX sequencing run, assesses data quality and yield, and delivers full documentation of results.

Install IQ/OQ/PQ is included with every Premium Plan, available as a discounted add-on with Plus, and available at list price for Basic. Break/fix and a-la-carte post-install IQ/OQ/PQ are discounted for Premium customers and available at list price under Basic and Plus.

Training 

Our experienced Field Applications Scientists train users to confidently prepare libraries, set up and maintain runs, and manage data output. We'll review required materials and site preparation before scheduling to ensure your lab is fully ready. Additional training is available by quote, with potential discounts based on your Annual Service Plan level. 

Maintenance

Preventative maintenance

During the Manufacturer Warranty and any active Annual Service Plan, Element engineers perform preventative maintenance on your instrument—once per year under Basic and Plus plans, and twice per year under Premium coverage. Preventative maintenance includes testing and recalibration to operational qualification standards, proactive replacement of specific hardware components, and a checklist report certifying that your instrument meets operational acceptance criteria.

Support

All Annual Service Plans include standard support from our trained Field Applications Specialists throughout your instrument operations, plus telephone support. Extended or advanced applications support, and extended on-site training or support, are available by quote upon request.

Recertification

Element recommends keeping every instrument under an uninterrupted Annual Service Plan. Should service coverage lapse for an extended period, purchase of Instrument Recertification will be required before starting a new Annual Service Plan. Recertification includes onsite preventative maintenance, a successful performance verification run, and any identified repairs or parts billed at the standard fee-for-service rate—confirming your instrument is fully up to date and performing at its best. 

Relocation

When your lab moves, Element manages your instrument relocation from start to finish. Our dedicated team will conduct a pre-move consultation, professionally prepare and crate your instrument, transport it to your new location, and reinstall and reverify performance so you can get back to running samples quickly. Reach out to your account executive or our service team to schedule your relocation and discuss options and costs.

Peace of Mind 

Minimize disruptions and keep your system operating at its peak with an Annual Service Plan. Extending your coverage beyond the Manufacturer Warranty, and choosing Premium coverage when uptime and compliance matter most, gives you peace of mind and access to expert support that helps optimize instrument performance. 

¹ Manufacturer Warranty is (12) months from instrument installation, not to exceed thirteen (13) months from date of instrument shipment in accordance with Element’s terms and conditions of sale.