Because you deserve to work without workflow disruptions.
Optimize your mass spectrometry system for peak performance
Equipment downtime, particularly unplanned downtime, is costly to any laboratory. Downtime can result in lost operational time, lost resources, lost or delayed samples, and increased frustration for lab personnel. The impact of unplanned downtime extends beyond immediate financial losses, affecting a laboratory’s bottom line, reputation, and customer satisfaction.
In the Censuswide survey, lab professionals revealed that unplanned downtime is a persistent problem, with nearly 60% reporting significant downtime due to equipment failures, missed calibration schedules, and difficulty locating critical lab assets.1
SCIEX uptime services help you maintain effective laboratory operations to support your lab productivity throughout the product life cycle.
Can you afford to have unplanned laboratory downtime?
Every second counts
Calculate the cost of laboratory downtime.
Mass spectrometers are some of the more sophisticated and highly utilized instruments in laboratories. Costs associated with laboratory downtime can average $15K per day*.
Calculating lost revenue due to downtime is crucial for understanding the actual cost of downtime. This calculation helps laboratories quantify downtime's financial impact and underscores the importance of minimizing unexpected interruptions.
*Based on the number of samples run daily and the cost or revenue per sample.
Use the calculator to find out the cost to your business.
Samples ran/ hour
Downtime cost/ hour
Downtime cost/ minute
Total downtime cost per batch
*For illustrative purposes only.
Why wait for the next incident? See how SCIEX can help you transform the way you manage downtime and request more information >
Less downtime, more you time
Your time is valuable. Don’t let instrument issues slow you down.
You focus on analytical science; we help you streamline processes, minimize downtime, and boost overall efficiency.
SCIEX service teams work relentlessly to ensure the quality of results and guarantee the longevity of LC-MS and CE instruments, all to protect your investment.
Better together to progress science
We are more than support—we are a trusted partner alongside our customers in food and environmental testing, pharmaceutical and biopharmaceutical discovery and development, and biomedical and omics research. We assist you in staying confident, efficient, and ready to push scientific boundaries and advance human wellness.
Turning downtime into uptime
The SCIEX service and support advantage
Our global service organization provides services throughout the product life cycle and helps our customers run highly effective laboratory operations.
An expert team of dedicated, certified technicians, engineers, instrument and application specialists supports the efficient performance of your SCIEX LC-MS and CE instruments, ensuring you obtain compliant, reliable, accurate, and audit-ready data.
Trusted partner
We are here to answer questions, provide maintenance and support, and help your laboratory be productive.
"Without the SCIEX service and support team, I couldn´t get my job done. I call them my extended family."
Reliably responsive
SCIEX solutions are designed to decrease downtime, improve employee satisfaction, and increase revenue opportunities.
“Our SCIEX Field Service Application Specialist has been top-notch when helping us with our mass spec issues. She is always helpful and efficient, answers all our questions, and patiently explains things.”
Results that matter
You have made a substantial investment in SCIEX instruments for your laboratory. Our job is to help you get the most out of that investment.
"We have delivered more than 10,000 qualifications and over 1,000 validations without any regulatory non-compliances."
Why do we do what we do to help you minimize downtime
Explore this interview series highlighting the dedicated efforts of SCIEX team members to reduce customer downtime and enhance support efficiency. Discover how our experts collaborate and utilize advanced tools to ensure exceptional customer service and seamless operations.
The right part, in the right place, at the right time
Learn how SCIEX essential kits can save on system downtime
Andrew Wilcox, Senior Market Development Manager – Aftermarket and Software, EMEAI
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Service contracts and system maintenance – part one
Learn how service contracts and instrument maintenance contribute to system uptime
Andrew Wilcox, Senior Market Development Manager – Aftermarket and Software, EMEAI
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SCIEX service plan overview – part two
Learn about SCIEX service plan options
Andrew Wilcox, Senior Market Development Manager – Aftermarket and Software, EMEAI
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Upskilling your team
Learn more about the training programs available through the SCIEX Now Learning Hub
Andrew Wilcox, Senior Market Development Manager – Aftermarket and Software, EMEAI
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Territory specialists
Learn about the deep product knowledge, troubleshooting skills, and travel readiness that SCIEX territory specialists have regarding various platforms and instruments. Ulrich highlights their crucial role in resolving complex issues and providing valuable customer support.
Ulrich Sigmund, Manager, Territory Specialists, EMEA
Watch now
Service engineering
Learn from Theo how the field service application team at SCIEX addresses customer issues via phone support, remote software, diagnostic software, Visual Assist technology, and StatusScope, a proprietary tool from SCIEX that aids early intervention.
Theo Kalogeropoulos, Sr Field Service Engineer / Field Service Application Specialist (FSAS)
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Escalations
Specialists and research and development teams must collaborate to resolve complex issues. Cécile talks about the hierarchy and support network activated during escalations to ensure quick, effective customer solutions for our users.
Cécile Busset, Manager, Field Service Escalations EMEAI
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Service engineering
Florian highlights the importance of preventative maintenance, particularly for biological or food samples, to avoid contamination and extend the lifespan of instruments.
Florian Shala, Associate Field Service Engineer
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Software application support
Hear from Antonio about our collaborative approach to diagnosing issues and enhancing efficiency through remote support for software, hardware, and applications, including troubleshooting, upgrades, and installations.
Antonio Serna, European Software and Application Support Specialist
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SCIEX Now
Learn from Christiane how the SCIEX Now customer support team minimizes customer downtime.
Christiane Hauf, Senior Customer Service Representative
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Why users trust SCIEX for seamless lab operations
Meet customers who benefit from our world-class, global service and support organization, complementing our cutting-edge LC-MS and CE systems.
Building trust: 15 years of SCIEX service and support at Cardiff University
Vicky Tyrrell, Cardiff University
With over 15 years of experience using SCIEX instruments, Vicky Tyrrell shares how the strong relationship with SCIEX engineers has helped her lab optimize lipidomics research. From hands-on training to remote troubleshooting, discover how SCIEX service and support have become essential to her workflow.
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Precision and partnership: SCIEX support in pharmaceutical research
Xiaojuan Weng, Merck Pharmaceuticals
For nearly two decades, Xiaojuan Weng has relied on SCIEX instruments and service to maintain the highest efficiency in pharmaceutical research. She highlights key moments where SCIEX engineers went above and beyond, ensuring her lab met critical deadlines while minimizing unplanned downtime.
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Keeping the lab running: SCIEX service at Charles River Labs
Morgan Trimmer, Charles River Labs
Instrument uptime is crucial at a fast-paced CRO. Morgan Trimmer shares how SCIEX service engineers have helped Charles River Labs maintain seamless operations with rapid support, proactive maintenance, and trusted partnerships. Hear how SCIEX hands-on training and problem-solving expertise have kept her lab moving forward.
Watch now
SCIEX, there when it counts
Leverage SCIEX specialists' expertise to prevent or resolve incidents before they cost you time and money.
From proactive maintenance and rapid troubleshooting support to tailored training to empower self-maintenance or remote monitoring, our solutions are designed to maximize system uptime. This means you will have more time to make groundbreaking discoveries and advancements, for personal growth, or your favorite hobbies.
LC-MS service and support plans
Expert SCIEX services for LC-MS instruments are designed for peak performance and minimal downtime.
Explore plans
Software support plans
Keep your results on the cutting edge with a support plan for your operating and processing software.
Explore plans
Professional laboratory services
Customized solutions and services to help realize your lab’s ambition.
Learn more
SCIEX Now learning hub
Empower your staff with our extensive training programs to keep your lab running smoothly.
Learn more
Visual assist augmented reality remote support
Real-time, expert guidance to resolve system issues efficiently, minimizing downtime and enhancing your lab´s productivity.
Learn more
StatusScope remote monitoring service
With our cutting-edge remote monitoring tools, we can detect and resolve issues before they lead to downtime.
Learn more
SCIEX Now support network
The destination for all your support needs, making it easy for you to get the most out of your SCIEX solutions.
Get support
Mass spectrometry accessories
From benches to dry pumps, to gas generators and workstations, SCIEX accessories are designed to make your lab work for you.
Explore accessories
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Publication
Managing the risks of downtime
Andrew Wilcox sat down with Lab Manager to talk about what labs can do to prevent downtime.
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Webinar
Unlocking the value of SCIEX service contracts
Presented by Andrew Wilcox, Senior Market Development Manager – Aftermarket and Software, SCIEX
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Webinar
SCIEX Now learning hub: elevating customer experience and education
With Mehrnaz Sarrafzadeh, Global Product Manager, Training, SCIEX
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Brochure
Guide to the SCIEX service and support portfolio
Frequently asked questions
Instrument downtime refers to periods when a machine, system, or production line is not operational due to planned maintenance, unexpected breakdowns, or other disruptions, impacting productivity and the bottom line.
The main types of instrument downtime are planned downtime, which is scheduled for maintenance, system updates, patches, or software upgrades.
Unplanned downtime refers to the unexpected interruption of regular lab operations. It can stem from various sources, such as instrument failure, lack of proper scheduled maintenance, power outages, human error and the availability of consumable spare parts.
Preventive maintenance minimizes equipment downtime by routinely checking and servicing equipment to address potential issues before they lead to unexpected failures, ensuring instrument reliability and efficiency.
User training reduces equipment downtime by ensuring instrument operators are well-versed in properly using and maintaining mass spec systems. Trained LC-MS users can identify potential issues early and take preventive actions to avoid breakdowns.
Laboratories can start by implementing a structured maintenance program, investing in user training, adopting remote monitoring technologies, and utilizing lab optimization services to improve the efficiency of laboratory workflows and process strategies. Contact us to learn more about how SCIEX can support your laboratory.
We recommend signing a service agreement upon purchasing your SCIEX LC-MS or CE system. Consider the Protect Plus plan, which offers a seamless way to continue maintenance and repair coverage at the end of your system warranty. This way, you can be sure that you will receive our services and support even after your warranty expires and enjoy peace of mind knowing your equipment is in good hands.
Yes, you can. Contact us through our contact form, and we will check the condition of your software configuration and provide a quote.
The right agreement depends on several factors – your laboratory environment, your instruments and software configuration, and the response time and cost control your operations require. You can see our breakdown of plans based on priorities here.
Contact your local SCIEX contact for advice or use our contact form. Our service consultants will provide all the details and discuss your requirements.
Search the SCIEX knowledge base for specific error messages or troubleshooting guides relevant to your instrument model and the problem you are experiencing.
As a SCIEX user, you can access the SCIEX Now support network, the destination for all your support needs. SCIEX Now allows you to register and manage your instruments using personalized support and online management tools. You can submit and manage support cases, track your instruments' status and history and access online training courses and knowledge base articles, all within a customizable dashboard view.
Let´s connect for more insights!
Stay up to date with service and support conversations on LinkedIn
1 Lab of the Future survey, 2025, MachineQ, a Comcast Company
Disclaimer: Operational costs are assay-specific and may not align with the assumption in this calculator. This calculator is provided for illustrative purposes only to assist in the analysis of the financial impact of downtime of your instrument. The information included in, and generated by, the calculator represents no statement or guarantee regarding cost, coverage or reimbursement for the product or services provided using the product. The calculator does not suggest any particular level of utilization of the product. The laboratory must decide whether to use the calculator and retains responsibility for product purchase decisions.