Simple Western Instrument Support Services
ProteinSimple, a Bio-Techne brand, 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 instrumentation efficiency analysis and comprehensive service plan is designed to ensure the performance you need for your long-term studies. Our contract maintenance service for laboratories extends around the world with packages that fit all laboratory needs and budgets. Coverage details may vary by region.*
Please note that our policy is to only provide service to instruments purchased directly from ProteinSimple/Bio-Techne. Instruments sourced from third party sellers are not eligible for service plan coverage.
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:
| Plan Option | Depot | Silver | Gold | Platinum |
|---|---|---|---|---|
| Instrument Type | Jess, Abby, Wes | Jess, Abby, Wes, Leo, Sally Sue, Peggy Sue, NanoPro 1000 | ||
| Phone and Email Support | ✓ | ✓ | ✓ | ✓ |
| Service Location | Depot | On-Site | On-Site | On-Site |
| Complete System Coverage | ✓ | N/A | N/A | ✓ |
| Labor | ✓ | Discounted | ✓ | ✓ |
| Replacement Parts | ✓ | Discounted | Discounted | ✓ |
| Shipping Costs | ✓ | N/A | N/A | N/A |
| Software Updates | ✓ | ✓ | ✓ | ✓ |
| Preventative Maintenance | Depot | ✓ | ✓ | ✓ |
*Note: Not all service plans are available in all countries. See attached flyers or email us for more information.
For information about purchasing a Service Contract or for more details, please select the appropriate region to reach our regional Contracts and training group:
Additional Instrument Support Services
Time and Material Service Visit
For instruments that are not covered by a Service Plan, Time and Material Service Visits are available. These visits include travel and labor. 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 contact us and while be in touch to help.
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!
Instructional and 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!
Virtual Training: Jess, Abby, WesFull webinar-based, remote applications support (presentations and remote wet-lab assistance) from your field applications scientist. 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, including access to technical support, expert scientists, publications and more. |
Virtual + Onsite Training: Jess, Abby, WesEverything included in the Virtual Training plus Onsite Training for up to 3 people with your applications scientist. You may choose to have onsite training first followed by virtual training or vice versa. |
Onsite Training: Sally Sue, Peggy Sue, NanoPro 1000Onsite Training for up to five users. |
Onsite Applications Support TrainingOne day of Onsite Application Support 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 contact us and while be in touch promptly.
Customer Support
Customer Support
Have a question or problem? Our Technical Support team is here to help!
You can use our online technical support request, or contact us so that we may assist you as quickly as possible.
