Maintenance and Support for your Simple Western systems

ProteinSimple is here to support your research at every step of the way, from picking the perfect Simple Western instrument, helping advance your research, to troubleshooting if things aren’t going as expected.

We offer comprehensive Product Support and Training services providing you options designed to help you accelerate your research.

 

Service Contracts

A Little Peace of Mind for your Simple Western Systems

Designed to fit the specific needs of any laboratory, whether in the academic, government, or private sector, the Maintenance and Support Program offers a variety of support packages aimed at maintaining peak performance at an affordable price. We have a variety of plans that will suit your needs and protect your instrument investment, letting you focus on your research.

Our service plans are designed to ensure that you get the performance you need for your long-term studies. The service program extends around the world with packages that fit all laboratory needs and budgets. Coverage details may vary by region*.

Plan options:

Silver: The Silver service plan is our most affordable service plan intended for customers looking for proactive service while staying within strict budgetary constraints.

Gold: The Gold service plan is a full-service plan, balancing performance, productivity, and cost. This plan is intended for customers looking for proactive onsite service.

Platinum: The Platinum service plan is our highest level service plan with onsite service and is best suited for labs needing to maximize performance and uptime.

Coverage details by plan and instrument type:

*Note: Not all service plans are available in all countries. See attached flyers or email us for more information.

**Note: For the Silver plan for Jess, Abby and Wes systems, the Loaner systems are only available for repairs and are not included with Preventative Maintenance.

For information about purchasing a Service Contract or for more details, please select the appropriate region to reach our regional Contracts and training group. US and Canada, EMEA, China, South East Asia, Australia & New Zealand and India.

 

Other Instrument Service Options

• Single Service Visit: For instruments that are not covered by a Service Plan. This single service visit includes all travel and labor for one issue/ system. Parts are not included and must be purchased at time of service.
• Compliance and Validation:
  • Preventative Maintenance Visit (PM): We highly recommend that your instrument be checked out annually for preventative maintenance. This PM service includes an engineer estimate for travel and expenses along with the PM kit and reagents. If additional parts are needed, and the instrument is not covered by the Platinum Service Plan, they will need to be paid for separately.
    • NOTE: In addition to the PM service visit, we recommend the use of the Preventive Maintenance Kit for Sally Sue / Peggy Sue / NanoPro 100 (PS-PM04) to keep your higher throughput systems running smoothly year-round. This kit contains the supplies needed to maintain these systems for optimal performance.  Customers can use this kit in conjunction with the maintenance guidelines provided in the product insert to care for their instruments in weekly and monthly intervals. Please refer to the package insert for more information.
  • Requalification Visit (RQ): This requalification of the system provides a documented Operational Qualification to demonstrate that the system performs to specifications. Performed by a qualified ProteinSimple service engineer, this service must be purchased along with a service plan or preventative maintenance visit and is typically performed annually
  • IQOQ Service: This service provides a documented Installation Qualification and Operational Qualification for your Simple Western instrument that is suitable for labs in a regulated environment. Performed by a qualified ProteinSimple service engineer, this service is typically purchased with the Instrument and performed at time of installation.
• Assay development services: Offering services for Simple Western Assay development for Size, Simple Western Assay development for Charge and Running samples (100 maximum) on an established Simple Western assay.

For information about purchasing a Service Contract or for more details, please select the appropriate region to reach our regional Contracts and training group. US and Canada, EMEA, China, South East Asia, Australia & New Zealand and India.

 

Training Services

Training you need when you need it; hired someone new? Feeling rusty? Ready for advanced training? We have a variety of training options to fit your lab’s needs!

 

• Instructionally designed, interactive online training environment:
  The Bio-Techne Academy is a free, comprehensive online learning platform which offers support and training on a variety of topics and for any skill level.
  
  Features include:
  • In-depth product training
  • Webinars highlighting new applications & cool science
  • ProteinSimple Online Workshops offering deep dives into specific technical topics like assay optimization, multiplexing, and more
  • Community support chat boards so you can connect with and learn from other users
  • Earn badges and rewards
  • Access the technical library, user resources and much more!

• Training, Virtual for Jess, Abby or Wes systems: Includes full webinar-based, remote applications support (presentations and remote wet-lab assistance) from your field applications scientist. Comprehensive training through our interactive, online Bio-Techne Academy with personal access for every user.
• Training, Virtual and Onsite for Jess, Abby or Wes systems: Includes either a full webinar-based, remote applications support (presentations and remote wet-lab assistance) from your field applications scientist followed by an onsite visit for up to 3 people for follow-up or applications support [OR] an onsite training visit for up to 3 people with your applications scientist followed by comprehensive remote support and training.
  Both options provide access to our online Bio-Techne Academy with personal access for every user; and it syncs across devices so you can take your learning with you. This includes access to technical support, expert scientists, publications and more.
• Training for Peggy Sue, Sally Sue and NP1000 systems: On-site training for up to five users.
• Applications Support Training, Onsite: One day of on-site application support by a ProteinSimple field applications specialist. Including method development and assay optimization training. This option can be used for basic re-training or for advanced learning.

For more information on one of our many training options, please select the appropriate region to reach our regional Contracts and training group. US and Canada, EMEA, China, South East Asia, Australia & New Zealand and India.

 

Customer Support

Have a question or problem? Our Technical Support team is here to help!

You can use our online technical support request, email us at support@proteinsimple.com or call us at 1-888-607-9692 (option 3) so that we may assist you as quickly as possible.

 

Resources