Why should I purchase a Software support plan?
Software support plans are required for you to receive full software and software application support for your contract period. Without the plan, you will not be entitled to receive software or application support unless you purchase time and materials, which will give you one-time access to support for that specific issue.
A software support plan, including complimentary upgrades, also provide the latest SCIEX data processing and analysis tools for your laboratory.
I have a SCIEX service plan. Do I still need to purchase the software support plan to receive software and application support?
Yes. Depending on your location and the terms of your contract, you may continue to receive software and hardware support until your service contract expires. Contact your local representative to learn how you can purchase a software support plan.
I don’t have a service plan. What are my options to receive software, application and workflow support?
If you have no service plan and would like software support, you can purchase a software support plan.
If you do not have a service plan and you don't want a software support plan, you can purchase time and materials, which will allow you to have one-time access to support for a specific issue.
What is the difference between hardware, software and application support?
Hardware support covers service, repair and maintenance of your instrument to ensure optimum performance and reliability.
Software support entails solving a technical software-driven issue such as a software functionality query.
Application support assists you in your specialized field, such as drug discovery and development, forensics, food or environmental testing. With application support you get guidance on your entire workflow, from sample preparation to data analysis, specific to your assay application.
Can I get software or application support only when I need it? What kind of support can you offer me?
Yes, you can. Purchase time and materials, which will allow you to have one-time access to support for that specific issue.
How do I know which software support plan is right for me?
Please contact our software support specialists who will work with you to understand your unique needs to find the best plan for your lab.
I have outdated software. Which plan should I consider?
In addition to a software support plan, you also need to get on the current version of the software. We recommend you contact our software support specialists who will work with you to understand your unique needs to find the best plan for your lab.
