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Full Service Agreements for QIAGEN Instruments

Protect your investment and achieve full cost control with our best value Full Service Agreement

Products

QIAcube Connect is designed to perform fully automated purification of nucleic acids and proteins in molecular biology applications. The system is intended for use by professional users trained in molecular biological techniques and the operation of QIAcube Connect. For up-to-date licensing information and product-specific disclaimers, see the respective QIAGEN kit or instrument handbook or user manual. QIAGEN kit or instrument handbooks and user manuals are available at www.qiagen.com or can be requested from QIAGEN Technical Services or your local distributor.

Features

  • Unlimited instrument service, on-site or at our Regional Repair Center
  • Two business day response time
  • Phone support 10/5
  • One Preventive Maintenance/Inspection Service per agreement period
  • Loaner instrument provided
  • Full cost coverage for labor, travel and spare parts

Product Details

Let our highly skilled QIAGEN certified service team help you get the most out of your instrument and increase its lifespan. Keep your instrument well maintained to achieve reliable, consistent results.

Compare the benefits of QIAGEN Instrument Service Agreements

Service Plans

QIAstat-Dx, Analyt Mod Full Agreement

Cat no. / ID.   9245277

Instrument repair service for the QIAstat-Dx Analytical Module at regional repair center. Shipping, labor and parts included during the Full Agreement period. Loaner instrument provided within 2–3 business days. Instrument repair turnaround time of 7–10 business days. Includes one on-site Preventive Maintenance or Inspection Service during the Full Agreement period.
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Available on demand

QIAstat-Dx Analyzer 1.0 Full Agreement

Cat no. / ID.   9245278

Instrument repair service for one Operational Module and one Analytical Module of the QIAstat-Dx at regional repair center. Shipping, labor and parts included during the Full Agreement period. Loaner instrument provided within 2–3 business days. Instrument repair turnaround time of 7–10 business days. Includes one on-site Preventive Maintenance or Inspection Service during the Full Agreement period.
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Available on demand

QIAgility, Full Agreement

Cat no. / ID.   9241763

On-site QIAgility instrument repair, including travel, labor and parts, for a period of one year. Response time of two business days. Includes one  Preventive Maintenance or Inspection Service during the Full Agreement period.
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Available on demand

QIAxtractor/QIAcube HT, Full Agreement

Cat no. / ID.   9241769

On-site QIAcube HT instrument repair, including travel, labor and parts, for a period of one year. Response time of two business days. Includes one Preventive Maintenance or Inspection Service during the Full Agreement period.
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Available on demand

EZ1, Full Agreement

Cat no. / ID.   9237721

On-site EZ1 Advanced or EZ1 Advanced XL instrument repair, including travel, labor and parts, for a period of one year. Response time of two business days. Includes one Preventive Maintenance or Inspection Service during the Full Agreement period.
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Available on demand

QIAsymphony SP/AS, Full Agreement

Cat no. / ID.   9242507

On-site QIAsymphony SP/AS instrument repair, including travel, labor and parts, for a period of one year. Response time of two business days. Includes one Preventive Maintenance or Inspection Service during the Full Agreement period.
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Available on demand

QIAsymphony SP, Full Agreement

Cat no. / ID.   9241207

On-site QIAsymphony SP instrument repair, including travel, labor and parts, for a period of one year. Response time of two business days. Includes one Preventive Maintenance or Inspection Service during the Full Agreement period.
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Available on demand

QIAsymphony AS, Full Agreement

Cat no. / ID.   9244819

On-site QIAsymphony AS instrument repair, including travel, labor and parts, for a period of one year. Response time of two business days. Includes one Preventive Maintenance or Inspection Service during the Full Agreement period.
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Available on demand

QIAcube Connect, Full Agreement

Cat no. / ID.   9245208

On-site QIAcube Connect instrument repair, including travel, labor and parts, for a period of one year. Response time of two business days.
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Available on demand

QIAstat-Dx, Operat Mod Full Agreement

Cat no. / ID.   9245261

Instrument repair service for the QIAstat-Dx Operational Module at regional repair center. Shipping, labor and parts included during the Full Agreement period. Loaner instrument provided within 2–3 business days. Instrument repair turnaround time of 7–10 business days. Includes one on-site Preventive Maintenance or Inspection Service during the Full Agreement period.
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Available on demand

QIAxcel, Full Agreement

Cat no. / ID.   9242699

Instrument repair service for the QIAxcel at regional repair center. Shipping, labor and parts included during the Full Agreement period. Loaner instrument provided within 2–3 business days. Instrument repair turnaround time of 7–10 business days. Includes one on-site Preventive Maintenance or Inspection Service during the Full Agreement period.
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Available on demand

Pyro Q48, Full Agreement

Cat no. / ID.   9244446

Instrument repair service for the PyroMark Q48 at regional repair center. Shipping, labor and parts included during the Full Agreement period. Loaner instrument provided within 2–3 business days. Instrument repair turnaround time of 7–10 business days. Includes one on-site Preventive Maintenance or Inspection Service during the Full Agreement period.
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Available on demand

RGQ, Full Agreement

Cat no. / ID.   9242698

Instrument repair service for the Rotor-Gene Q at regional repair center. Shipping, labor and parts included during the Full Agreement period. Loaner instrument provided within 2–3 business days. Instrument repair turnaround time of 7–10 business days. Includes one on-site Preventive Maintenance or Inspection Service during the Full Agreement period.
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Available on demand

EZ2 Connect, Full Agreement

Cat no. / ID.   9245570

On-site EZ2 Connect instrument repair, including travel, labor and parts, for a period of one year. Response time of two business days. Includes one Preventive Maintenance or Inspection Service during the Full Agreement period.
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Available on demand

Resources

Certificates of Analysis (1)
Certificates of Analysis

FAQ

How do I transfer the QIAgility calibration settings to a different computer?

The QIAgility calibration settings can be saved using a “Setup Disk” and transferred to a different computer. This is useful and time-saving when using a different computer to run the instrument. Calibration on the new computer is not required if the calibration settings are transferred.

 

The instructions for creating and loading calibration settings from a “Setup Disk” are outlined in the QIAgility User Manual section 5.5.1.

 

Note: A “Setup Disk” created for one instrument should never be used with another instrument, as this may result in damage to the instrument.

FAQ-FAQ ID -9090
What do I do if the pipettor cannot pick up tips?

Ensure the tip rack is correctly oriented and pushed towards the upper-left corner of the deck slot. Perform the tip rack position calibration.

 

If the issue persists, please contact QIAGEN Technical Services.

 

FAQ-FAQ ID -9086
What do I do when QIAgility makes grinding noise?

The home position needs adjustment. Please contact the QIAGEN Technical Services for further assistance.

 

FAQ-FAQ ID -9087
What file is required for reporting QIAgility issue?

The Support Packages are important when reporting an issue to QIAGEN Technical Services. Upon completion of each run, the software automatically saves a support package.

 

To retrieve a support package, click Help in the QIAgility software and select Choose support package. In the new window, select the support package that corresponds to the issue and send it to QIAGEN Technical Service.

 

FAQ-FAQ ID -9081
What causes Error 131?

A malfunctioning HEPA unit is the most common cause of Error 131. Shut down the system and disconnect the HEPA filter unit from the QIAgility instrument. Power on the instrument and launch the QIAgility software. If the error goes away, the HEPA filter unit needs replacing.  

 

If the issue persists, please contact QIAGEN Technical Services.

FAQ-FAQ ID -9088
What do I do for error message “cannot detect liquid”?

Ensure that correct volumes of reagent are added to the tubes. Re-perform the tube height calibration.

 

If the issue persists, retrieve the support package (In the QIAgility software, click Help\Choose Support Package) and contact QIAGEN Technical Services.

FAQ-FAQ ID -9083
What do I do if a red exclamation icon appears in the top-right corner of the schematic plate on the main software window?

The red exclamation icon appears if the plate has not been position- or height-calibrated, and will remain visible until all of the calibrations for that plate have been completed. Perform the position and height calibration as outlined in the QIAgility User Manual.

 

If the issue persists, please contact QIAGEN Technical Services.

FAQ-FAQ ID -9089
What do I do if the pipettor hits the tip rack?

Ensure the tip rack is correctly oriented and pushed towards the upper-left corner of the deck slot. Perform the tip rack position calibration so that the pipettor hub is in the center of an empty tip position hole. Do this for all tip racks on the deck.

FAQ-FAQ ID -9082
Why do I do if the QIAgility software runs in virtual mode while the instrument is connected to the computer?

Make sure the QIAgility software uses the same COM port number as assigned to the QIAgility instrument on the computer. The COM port setting can be checked by clicking Options\Robot Setup\Select COM port in the QIAgility software.

 

Ensure that the cable between the QIAgility instrument and the computer is securely inserted. Power on the instrument first, and then launch the QIAgility software. 

 

The QIAgility has both RS-232 (serial) and USB interfaces for computer connection. Try an RS-232 cable if the communication cannot be established between the instrument and computer with a USB cable.

 

If the issue persists, please contact QIAGEN Technical Services.

 

FAQ-FAQ ID -9041
What do I do if tips are not ejected?

Tip ejector calibration must be performed before any other calibration. Perform tip ejector calibration as outlined in the QIAgility User Manual.

 

During calibration of the tip ejector, the pipettor hub should be centered inside the slot of the tip ejector in the Y-axis — it should not touch either side.

 

If the issue persists, please contact QIAGEN Technical Services.

FAQ-FAQ ID -9085
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