Confidence in every run with SCIEX service and support
Is your lab managing service reactively?
Many laboratories rely on Time and Material (T&M) service to address issues as they occur. While flexible, reactive service can lead to:
- Unplanned downtime
- Budget unpredictability
- Increased operational pressure
- Compliance documentation gaps
For laboratories that depend on consistent mass spectrometry performance, a proactive instrument service strategy may offer greater stability.
Explore the operational and financial impact of reactive service models and how proactive service strategies support uptime, compliance, and budget stability.
Need help selecting the right service plan for you?
The right service strategy makes all the difference. Keeping your lab running smoothly takes more than reactive fixes; it requires the right support, expertise, and planning.
Answer a few quick questions to see how well your current service approach is working and get a personalized LC‑MS service plan recommendation based on your operational risks, needs and budget. It’s fast, practical, and designed for real‑world labs.
After completing the survey, get in touch with a SCIEX service solutions expert to discuss your lab's unique requirements further.
Get started to find your recommended service plan
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Compare LC-MS service and support plan options
Enjoy peace of mind with our expert support.
Your SCIEX LC-MS or CE system is designed to last. You have chosen SCIEX technology, which means you have opted for one of the most robust and reliable analytical instruments to solve the most impactful analytical challenges in quantitation and characterization.
To keep your instrument running its best for years to come, it is important to take good care of it. Wear and tear on even the most advanced technologies is inevitable over time, but malfunctions, costly repairs, and unplanned downtime do not have to be. The best way to avoid them? Let us support you!
Our service agreements are founded on the principle of preventative maintenance – avoiding problems before they occur. But if something does go wrong, our certified service associates are only a call away. With a service plan, you will receive priority support to resolve issues and get your system back up and running as quickly as possible, with minimal administrative workload and maximum budget control for your SCIEX systems.
We offer a range of service levels, with increasing coverage throughout the lifecycle of your instruments. Every new system purchase comes with a 1-year factory warranty. Extended coverage service plans, such as the Protect Plus plan, are available at the time of instrument purchase.
| Feature | Assurance | Support | Basic Parts | Basic Repairs | Maintenance | Remote |
|---|---|---|---|---|---|---|
| Guaranteed on-site response for remedial repairs | 2 business days | 2 business days | 3 business days | 3 business days | 3 business days | Priority over non‑contract customers |
Planned Maintenance (PM) visits (with PM kits) | ✔ | ✔ | ✔ | ✔ | ✔ | – |
OEM parts used for repairs | All OEM parts | Included in the (one) SSR call per year for first repair | All OEM parts | – | 10% discount | 10% discount |
Labor for repairs included | ✔ | Included in the (one) SSR call per year for first repair | – | ✔ | 10% discount | – |
Travel costs included | ✔ | Included in the (one) SSR call per year for first repair | – | ✔ | 10% discount | – |
Capped costs for additional repairs | N/A | ✔ | – | – | – | – |
Discount on Fixed price services | 25 % | – | – | – | – | – |
Workflow telephone and online support during normal business hours | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ |
SCIEX Now Visual Assist support | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ |
On-site support and troubleshooting | ✔ | – | – | – | – | – |
Access to StatusScope™ on compatible models | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ |
Access to SCIEX Learning Hub / Knowledge Base | ✔ | – | – | – | – | – |
1 SCIEX Service Repair (SSR) call per contract year, covering parts, labor, and travel for the first repair | – | ✔ | – | – | – | – |
Optional add-ons: additional PM, OQ/PQ, software support, on-site application support/training/method development | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ |
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Frequently asked questions about SCIEX service agreements
Service agreements are available for our LC-MS and CE systems, as well as for peripheral devices (such as UPS and gas generators) and software. We can serve and support customers around the world thanks to our global service network. There might be rare exceptions for certain locations or end-of-life systems – please get in touch with a service solutions expert to confirm your choice.
We look forward to reviewing all available service agreement options with you and providing a best-fit quote tailored to your system, budget, and needs.
A SCIEX service agreement helps laboratories maintain reliable instrument performance while reducing operational risk and cost variability. By combining preventive maintenance, priority or guaranteed service response (for example, 48-hour or 24-hour), and access to certified service associates using genuine parts with high availability and rapid shipment, service contracts help minimize downtime and sustain system sensitivity and robustness. They also convert unpredictable repair expenses into a planned annual investment and provide structured service documentation that supports compliance in regulated environments.
SCIEX contracts can further extend support through dedicated and exclusive technical assistance engineers for remote troubleshooting across our local and global support networks, along with a structured escalation process when needed. Contracts also enable access to instrument health data through technologies such as StatusScope and provide opportunities to expand user expertise through premium online training content and offer discounts when purchasing additional service products.
Overall, a SCIEX service agreement protects the laboratory’s analytical investment by leveraging more than 55 years of LC-MS expertise and a global service infrastructure, ensuring instruments remain productive and dependable in day-to-day operations.
Our service agreements are designed to keep your high-quality, robust instrument running reliably at its best! All technical solutions will need maintenance over time. This becomes even more important in high-throughput or demanding environments. Lack of routine maintenance is a common cause of performance decay and other preventable issues that can affect your instrument's results if left unaddressed. Maintenance is often overlooked in the workplace, as it can be technically difficult or time-consuming for staff to perform alongside their other duties. The easy solution is to let us handle it for you!
All our customers and partners have different needs, which is why our service agreements aren’t one-size-fits-all. Your ROI from a service agreement will depend on your needs, the level you choose, and many other factors – such as the environment you work in and how your processes are set up. For example, many customers with service agreements find built-in savings from avoiding downtime, as well as internal costs for administration, maintaining high performance, and discounted repairs or spare parts. With the various levels and options of our service agreements, there’s a solution to fit your needs and help you manage ROI toward your goals.
For more details on which aspects need to be considered, please check our guide here >
Yes, you can decide which level of service you need for each instrument.
Please contact SCIEX support teams for help with SCIEX software or instrumentation via SCIEX Now. If you do not have an account with SCIEX? Register here, it´s free.
Our experienced and regularly trained service, application, and technical support colleagues will answer your questions and help with any technical incidents. If they can’t solve your issue straightaway, they’ll make sure a dedicated specialist follows up shortly. Especially during peak hours, this will be prioritized based on your service agreement level.
Preventive maintenance (PM) on SCIEX instruments is designed to maintain optimal system performance, reliability, and uptime. During a PM visit, a certified SCIEX Field Service Engineer follows the manufacturer-recommended procedures that typically include:
- inspection of critical components
- cleaning of key ion source and vacuum system elements
- replacement of scheduled wear parts as part of the maintenance kits,
- calibration checks,
- system diagnostics
- performance verification
All to ensure the instrument meets factory specifications for sensitivity, mass accuracy, and overall stability. The visit also includes a review of system logs and health indicators to identify potential issues before they affect laboratory operations.
To schedule a preventive maintenance visit, customers can contact their local SCIEX Service team, contact their assigned service representative, or submit a request through SCIEX Now. The service team will coordinate the visit to minimize disruption to laboratory workflows and ensure the instrument remains compliant and operates at peak performance.
Remote diagnostics and services are sustainable, time- and cost-efficient solutions. SCIEX has developed tools and services to enable remote support.
Visual Assist is an AR-powered technology that enables visualized support from a SCIEX TAC (Technical Assistance Center) specialist via your cell phone or tablet camera.
The StatusScope remote monitoring service from SCIEX is a real-time instrument-monitoring service that provides end-to-end visibility into the critical parameters of your research instruments and assays. These services can be accessed through service plans or as stand-alone products."
While we always try to serve all our customers as quickly as possible, we prioritize requests based on your service agreement level, especially during peak times.
We are committed to responding as quickly as possible to every customer request, with clear prioritization based on service agreement level- especially during peak times. Our remote support options can often get you up and running again in no time. If a corrective maintenance visit is needed, there are various options available, each with an agreed response time, depending on your location and product configuration. Next day? No problem!
Guaranteed on-site response time for repairs is included with an Assurance/ Protect Plus plan (48 hours) and with a Maintenance service agreement (72 hours) *. You will also benefit from instant workflow phone and online support (during normal business hours) with these service packages. SCIEX Now online supports you 24/7. Next-business-day on-site response is available as an optional add-on.
* Location restrictions apply. Contact your local service and support representative for details.
Corrective maintenance includes support from a certified engineer (remote or on-site, as needed), including labor and travel costs. It can also include parts and prioritized reaction times, depending on your level of agreement. Thanks to our extensive network of strategically located warehouses, we have optimized spare part availability worldwide to minimize time-to-repair.
Depending on the level of your agreement, parts needed for remedial repairs are included or discounted. Exclusions vary by agreement and include consumables/wear-and-tear items: guaranteed 24-hour response time, OQs, additional PMs, and ion optic cleaning. Software coverage can be added to your service agreement as an optional add-on.
We know that regulatory compliance is critical in many of our customers’ industries. Instrument qualifications (IQ/OQ/PQ) can be added to your service agreement to help you achieve this.
Yes! You can upgrade your contract at any time – to do this, reach out to your local service contact.
You can renew your service agreement at any time – please send your request for an updated proposal to your SCIEX contact.
A service agreement offers several advantages: priority support, no need to create POs, preventive maintenance, and the elimination of unexpected costs. In most cases, the agreement only runs for one year. If you need to cancel, you can do so in accordance with the terms and conditions of your contract. If you have more detailed questions, please reach out to your local service contact.
All your instruments and service agreements are listed in our customer portal, SCIEX Now. If you haven't signed up yet, please do so, and you'll also benefit from:
- Having all your SCIEX instrument details listed
- Fast track to record your support request directly in our ticketing system
- Speak to our experienced customer support engineers for feedback on your questions