Science can’t waitA guide to superior services and support

Accelerate scientific advancement with a direct line to superior services and supportThere’s no time for downtime in your lab. Built on more than 35 years of service expertise, our superior service and support solutions for Applied Biosystems™, Invitrogen™, and Ion Torrent™ instruments and applications help keep your lab up and running.

More than 1,400 trained professionals make up the industry’s largest support network, ready to assist you when you need it. Smart features such as remote instrument support help keep you productive and focused on making the next discovery. Choose from instrument service plans, qualification services, education services, and consulting services that will exceed your expectations.

Explore our services and support solutions at thermofisher.com/instrumentservices

ContentsService plans 4

Planned maintenance 5 On-site service plans 6Off-site service plans 7

Digital service innovations 10AR remote support 11Instrument-driven support 11Remote monitoring and diagnostics 12Cloud-based tools 13

Education services 14

Qualification and calibration services 16Installation qualification (IQ), operational qualification (OQ), and performance qualification (PQ) 17Multiplex dynamic temperature verification (MDTV) 18Pure dye calibration (PDC) 18

Consulting services 20Analytical validation consulting services 21Computer system validation consulting services 22Bioinformatics consulting services 23

Global network of support partners 24

Resources 26

4

Service plans

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Science can’t wait on instrument downtime Keep your instruments up and running with superior services and support

Maximize system uptime, reduce repair costs and turnaround time, extend the life of your instrument, and help keep it running at peak performance with one of our comprehensive service plans. Choose from a variety of service options that balance your budget, productivity, uptime, and regulatory requirements. Our service plans include digital service innovations and pioneering on-demand tools such as remote support using augmented-reality technology, instrument-driven support, and on-demand instrument training.

Build your personalized service quote at thermofisher.com/serviceselector

Service plans help protect your investmentAll new instruments are protected by a standard factory warranty. This warranty covers all costs for travel, labor, and parts for repairs. Extended-coverage service plans are also available at the time of instrument purchase. Services at additional charge include:

• Service plans with guaranteed response times*

• Priority technical support—priority phone access to our trained and certified technical and instrument support specialists

• 24-hour response time—expedited access to remote service engineers within 24 hours

Planned maintenance Planned maintenance is critical to the life and utility of your instrument. Lingering problems decrease instrument performance and can lead to unnecessary and unplanned service costs. Our select service plans include planned maintenance (PM), where we proactively schedule service calls and routine inspection. To help keep your instruments performing in peak condition and available when you need them, as the manufacturer we recommend a scheduled PM visit at least once per year. Annual PM visits for routine inspection and instrument care help avoid unnecessary downtime, reduce strain on your laboratory staff, and can extend the life of your instrument. Choose a plan that best fits your lab’s requirements.

Get more information at thermofisher.com/maintenance

* Guaranteed response times are dependent on type of service plan and geographic region.

Get your instrument up and running 2x faster with our on-site service plans

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On-site service plans—we come to youDesigned to support larger systems such as our engineer-installed flow cytometers and instruments for real-time PCR, genetic analysis, capillary electrophoresis, and next-generation sequencing, our on-site service plans accommodate every lab’s budget and needs.

AB CompleteWith next-business-day service, the AB Complete service plan is our most comprehensive option. It is ideal for laboratories requiring the highest level of service and adherence to stringent regulatory guidelines, including pharmaceutical manufacturing, clinical, and commercial reference labs. This plan includes instrument requalification after critical repairs, and visits after planned maintenance along with consultation from a field applications scientist (FAS) for up to one day.

AB Assurance The AB Assurance plan is our most popular plan designed for customers who require expense predictability and productive uptime, including research labs, core service facilities, and hospitals. This plan is ideal for labs with mid- to high-throughput instrument usage and helps to reduce the risk of downtime by providing planned maintenance service and repair visits that include parts, labor, and travel at no additional charge.

AB Maintenance PlusThe AB Maintenance Plus plan is best suited for labs that need to maximize performance with a limited budget, have low instrument usage, and can benefit from an annual planned maintenance visit and digital remote support.

On-site service plans at a glanceProduct AB Maintenance Plus AB Assurance AB CompleteResponse time 3 business days* 2 business days** Next business day**

Planned maintenance

Digital remote support

Parts, labor, and travel 10% discount

Qualification service Available as add-on Available as add-on Post-PM requalification and critical repairs

FAS consultation Available as add-on Available as add-on

Access to technical support (Monday–Friday, standard business hours)

* After receipt of purchase order.

** Availability is limited in some geographic areas.

Based on the costs of replacements of major components for a single year, you can save as much as 25% on instrument care by purchasing a service plan.

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Off-site service plans—you send your instrument to usOff-site service plans are well-suited for thermal cyclers, customer-installed real-time PCR systems, and selected benchtop instruments.

AB Repair Center (ABRC) Support PlusOur AB Repair Center plan is the best choice for customers in regulated environments that must maintain asset tag consistency to comply with regulated protocols and need their instrument returned after repair. With this mail-in option, we provide a loaner instrument for you to use while factory-trained engineers maintain and repair your instrument at our Remote Service Center. All instruments undergo certification performance tests, temperature verification, instrument and optical calibration, ground continuity, and firmware upgrades, when applicable.

Just mail us your instrument and we’ll repair and ship it back to you within three weeks. All parts, labor, and shipping charges are included.

Rapid Exchange When fast turnaround time is critical and asset tag consistency is not required, choose our Rapid Exchange plan. If our Remote Service Center engineers can’t repair your instrument through telephone support, we will ship you a factory-certified refurbished replacement instrument within one business day—and it’s yours to keep.

Off-site service plans at a glanceRapid Exchange AB Repair Center (ABRC) Support Plus

Response time Replacement shipped in 1 business day** Loaner instrument shipped in 1 business day*

Shipping, parts, and labor

Digital remote support

Planned maintenance Available as add-on Available as add-onQualification services Available as add-on Available as add-onAccess technical support (Monday–Friday, standard business hours)

* Your instrument repaired and returned in ~3 weeks. A service plan without a loaner instrument is also available.** Availability is limited in some geographic areas.

1Receive a replacement unit (your existing service coverage now applies to this instrument)

2Package the broken instrument in the same box

3 Ship it back to us free of charge

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Planned maintenance, temperature verification, qualification, and loaner instrument service can be added to any off-site service plan.

Build your personalized service plan quote at thermofisher.com/serviceselector

1 Contact Remote Service Center

2 Receive loaner instrument

3Securely package broken instrument in box from loaner instrument

4Ship broken instrument back to Thermo Fisher Scientific

5 Receive repaired instrument

6Using box from repaired instrument, ship loaner instrument back to Thermo Fisher Scientific

1 Contact Remote Service Center

2Receive refurbished instrument from Thermo Fisher Scientific

3Ship broken instrument back, using box from refurbished instrument

AB Repair Center (ABRC) Support Plus Rapid Exchange

Explore service plans for your instrument at thermofisher.com/instrumentplans

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10

Digital service innovations

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Because there’s simply no time for instrument downtime

Our instrument service plans include digital innovations that help keep your instruments and your lab running smoothly. With pioneering on-demand tools and capabilities such as remote support using mobile augmented-reality (AR) technology, instrument-driven support, and on-demand instrument training, we’re constantly looking ahead so your lab never falls behind.

Instrument-driven supportInstrument-driven support (another feature included with certain instrument service plans) streamlines issue resolution by enabling push-button access to technical support, easy sharing of log and run files, and on-screen technical assistance directly from your instrument to help get you back up and running faster.

Watch a video on Smart Help »

AR remote supportWhen you choose an instrument service plan, you have the option to get fast access to our service professionals using AR technology and remote desktop control. 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.

Watch a video on AR remote support »

Remotely transport a service engineer into your lab in minutes

Explore our digital service innovations at thermofisher.com/innovations

Remote monitoring and diagnosticsThe Remote Monitoring and Diagnostics Service helps improve instrument uptime by enabling our service personnel to remotely track, diagnose, and proactively respond to instrument issues before they happen. Instrument performance data is sent securely to our service and support team who can quickly and proactively troubleshoot, diagnose, and help maintain the performance of your instruments. These services are included during the instrument warranty period or with a service plan.

Instrument service coverage lookupManaging your instruments is easier than ever with this search tool. Find warranty and service contract coverage information for all of your Applied Biosystems, Invitrogen, and Ion Torrent instruments.

Look up your instrument at thermofisher.com/manage

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Cloud-based toolsConnect, our cloud-based platform, enables you to get connected to your data more easily and quickly than ever before. With Connect you can:

• Set up and monitor your run

• View, manage, and share your data from anywhere, using your phone, tablet, or computer (Macintosh™ or PC)

• Leverage remote monitoring for instrument status and run progress anytime, anywhere using the Instrument Connect mobile app for iOS™ and Android™ devices

• Use secure connections to share data and collaborate with colleagues

Architecture supporting the Connect platform.

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Customer data Cloud data and security

Data encryptionNetwork firewalls

Data securityAudits

Connect platform and application

management

AWS foundations

services security

Computer securityStorage security

Data securityDatabase securityNetwork security

AWS infrastructure

security

RegionsAvailability zonesEdge locations

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Education services

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It can be difficult to prepare yourself for what’s next while you’re focused on the work you have now. Our professional, interactive training courses make it easier. We offer a combination of virtual and in-person classroom instruction, and hands-on learning in your lab to match your schedule, budget, and learning preferences. Whichever course style you choose, you’ll learn from one of our 300 highly skilled applications scientists who are available to lead sessions online, at your location, or at one of our 12 global training centers.

We offer courses in these technology and application areas:

• Sequencing

• PCR and real-time PCR

• Genome editing

• Cell analysis

• Cell culture

• Flow cytometry

• Bioinformatics

• Microarray analysis

• Protein biology

• Stem cell research

Because learning can’t wait Gain new skills and experience to help you advance science and your career

We offer a variety of learning formats and environments:

• Hands-on training—professional, interactive education that includes classroom and laboratory instructions at your site or at one of our 12 global training centers

• SmartStart Orientation—interactive training led by a field applications scientist at your site, providing an overview of instrument operation and maintenance, data collection and analysis software, cloud connectivity, data troubleshooting, and more

• Digital SmartStart experience—self-guided and self-paced interactive online educational experience designed to quickly teach you how to install, operate, and maintain your new instrument

• eLearning—education via on-demand, pre-recorded videos and webinars taken at your own pace

Explore courses at thermofisher.com/educationservicesProfessional, interactive, self-paced education through online learning, classroom instruction, and/or hands-on training.

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Qualification and calibration services

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Science can’t wait on noncompliant instruments Get documentation of instrument compliance with regulatory requirements and industry standards

Instrument hardware qualification (IQ/OQ/PQ)We know Applied Biosystems, Invitrogen, and Ion Torrent instruments better than anyone, because we design and manufacture them. With our instrument hardware qualification services, you can be confident that your instruments are installed, operating, and performing according to manufacturer’s specifications.

Our manufacturer-trained and certified field service engineers will conduct and document comprehensive tests including software and hardware compatibility matrixing, component verification, and site requirements to verify performance and provide reliable, audit-style documentation to meet your regulatory requirements.

Installation qualification (IQ), operational qualification (OQ), and performance qualification (PQ) or instrument performance verification (IPV) services are recommended at installation, after moving the instrument, after software or hardware upgrades, and after planned maintenance or critical repairs.

Learn more or contact an instrument qualifications specialist at thermofisher.com/iqoqpq

• IQ—verifies instruments are delivered and installed according to manufacturer’s specifications

• OQ—verifies and documents that the instrument subsystems are operating as designed and that the functionality of the instrument meets the manufacturer’s operational specifications

• PQ or IPV—provides testing and documented verification that the instrument system can perform effectively and reproducibly within performance specifications; helps ensure confidence in results by verifying that the accuracy and precision of an instrument is maintained

Watch a webinar on IQ/OQ/PQ »

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MDTVMultiplex dynamic temperature verification (MDTV) and multiplex dynamic temperature measurement (MDTM) services are designed to deliver fast, accurate temperature readings and documentation to access the accuracy and uniformity of your

PCR systems. These services are available for Applied Biosystems™ real-time PCR and endpoint PCR instruments as well as most thermal cyclers from other manufacturers for convenience from one service provider. MDTV is available for Applied Biosystems™ thermal cyclers; MDTM is available for most thermal cyclers from other manufacturers.

PDCPerformed as part of a service plan or as a stand-alone service, our pure dye calibration (PDC) service helps maintain accuracy and quality of the results produced by your Applied Biosystems real-time PCR systems. Our field service engineers (FSEs) will calibrate your system on-site for accurate spectral data output. To help ensure accurate calibration and optimal instrument operation, PDC should be performed every 6 months, after a system repair, or after a maintenance service.

The PDC service includes:

• Dyes

• Certification documentation

• Certificate of calibration

• Labor and travel costs

Download a sample of an MDTV report at thermofisher.com/mdtvreport

Learn more about pure dye calibration at thermofisher.com/calibrationservicesWatch the “Five reasons to verify your thermal cycler’s accuracy” video at

thermofisher.com/mdtv

USB

MDTV/M probes

5-channel multiplex electronics

9700 2720 ProFlex™ MJ Research Eppendorf

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Consulting services

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Get a complete list of assays and panels we support or contact an AV consulting services specialist at thermofisher.com/av

Our consulting services, which include analytical validation (AV), computer system validation (CSV), and bioinformatics consulting services, will help you get the most out of your investment in products. Built on decades of experience designing, manufacturing, testing, and supporting validated systems, our consulting services will help you customize and optimize workflows in complex laboratory environments.

What we provide What you receive

• End-to-end project management by an AV specialist

• Dedicated on-site field application specialist or clinical application consultant

• Workflow training and optimization

• Technical review with guidance around defined metrics or analysis criteria

• Confirmatory orthogonal testing support (optional)

• Additional format bridging, additional instrument in workflow

• Validation plan template

• Protocol templates

• Samples (solid tumor) and controls

• Data analysis consultation

• Final report template

Analytical validation consulting servicesWhy handle your analytical validation (AV) in-house, when using our AV consulting services can speed up the launch process by up to 75% and cut costs by up to half? We’ll consult with you to develop and optimize your validation workflow, while providing data analysis support and template documentation to fully maximize your instrument and reagent investment.

Launching new products and services can’t waitSpeed up the launch process and cut costs by up to half with our consulting services

Learn more or contact a CSV consulting services specialist at thermofisher.com/csv

Computer system validation consulting servicesWhen you don’t have time or can’t spare the resources to validate your computer system’s data integrity and electronic records functionality, we can help you manage it.* Our computer system validation (CSV) consulting services provide flexible and comprehensive audit-style documentation packages that help you

AV with Thermo Fisher

Scientific

Project planning

Instrument qualification and training

Pre-validation planning

Validation testing

conducted by lab

Analysis and validation

report template

AV consulting completion

10–15weeks

Analytical validation workflow completed up to 75% faster with AV consulting service

Project managed by AV consulting services team in 10–15 weeks

In-house AV Internally managed AV typically completed in ~40 weeks

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reduce risk and document compliance with regulations and standards (GAMP 5, 21 CFR Part 11, and Annex 11 security auditing and e-signature compliance). You can potentially save time and expenses by working with our experienced compliance applications specialists who will help ensure your documentation package tests for and provides evidence of maintaining and securing complete, accurate, reliable, consistent, and reproducible electronic data records.

* Services include assistance with complying to GAMP 5, 21 CFR Part 11, and Annex 11 guidelines.

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Bioinformatics consulting services Setting up a robust analysis pipeline can be difficult. All data analyses are unique and not every project fits into an existing analysis framework or into your computing infrastructure.

Our bioinformatics consulting services will help you customize your experimental design and optimize workflows to get the most from your systems and software. Our services are designed for all experience levels, and our bioinformatics specialists will help take the worry out of data analysis by providing software and programming tools consulting, dataset interpretation, application training, and complete end-to-end solutions support with:

• Ion AmpliSeq™ gene panel optimization

• Exome sequencing

• Variant annotation

• Plasmid identification

• RNA-Seq

• De novo transcriptome sequencing

• 16S metagenomics

• Relational databases (MySQL™ software)

• Programming languages (e.g., R, Perl™, Python™ languages)

Explore our bioinformatics training courses at thermofisher.com/biofxtraining

Find out more or contact a bioinformatics specialist at thermofisher.com/biofxconsulting

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Global network of support partners

Because your questions can’t wait Services and Support—a global network of partners to help you

You’ll never traverse the path to discovery alone when you have access to our vast network of service and support professionals who are always ready to help. When you partner with us, you get a trusted advisor with the support you need to keep your lab running smoothly. If you have questions about your instruments or applications, we get you answers quickly. Not because we have to, but because we love to. We understand the instruments supporting your science more than anyone else, and know that every minute you’re delayed is precious time lost.

Meet our service and support heroes at thermofisher.com/hero

Whether we contact you by phone, email, on-site visits, or through our innovative Instrument Lookup or AR service platform tools, we are committed to providing the most rapid response possible to increase your lab productivity and uptime.

Meet our network of over 1,400 sales, service, and technical specialists who teach, explain, guide, train, test, fix, replace, maintain, and keep your instruments up and running:

Service sales representatives

Customer care representatives

Field applications scientists

(FASs)Technical

applications specialists

(TASs)

Technical service engineers

(TSEs)

Field service engineers

(FSEs)

Field bioinformatic specialists (FBSs)

Suggest service based on your needs and help ensure maximum uptime

Quote and process your orders and suggest services

Provide instrument and application workflow training and support at training centers, on-site in your lab, or via web-based instruction

Provide technical support and first-line issue resolution through email, phone, chat, and the web

Consult on software and programming tools, dataset interpretation, application training, and complete end-to-end solutions support

Trained and certified to install, maintain, qualify, and repair the instruments in your lab

Remotely support and diagnose advanced-level instrument issues over the phone to maximize uptime and lower total cost of ownership

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Resources• Service selection tool—online tool for selecting customized service plans by instrument category

• Support plans at a glance—see available support plans by instrument category

• Learning centers—library of educational assets including application notes, handbooks, sourcebooks, webinars, white papers, how-to videos, case studies, scientific posters, product selection guides, and more

• Support centers—useful resources and answers to frequently asked questions submitted by customers like you, in the form of “getting started” tips and troubleshooting help

• Terms and conditions—full terms, conditions, and limitations of our service contracts

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Notes

For Research Use Only. Not for use in diagnostic procedures. © 2020 Thermo Fisher Scientific Inc. All rights reserved. All trademarks are the property of Thermo Fisher Scientific and its subsidiaries unless otherwise specified. Macintosh is a trademark of Apple, Inc. iOS is a trademark of Cisco Technologies, Inc. Android is a trademark of Google Inc. MySQL is a trademark of Oracle Corporation. Perl is a trademark of the Perl Foundation. Python is a trademark of the Python Software Foundation. COL33721 0820

Explore service plans and support services at thermofisher.com/instrumentservices

Build your personalized service quote at thermofisher.com/serviceselector