Mass spectrometry software support plans

Access the latest functionality of your software

Keeping up-to-date with the latest software can vastly improve the quality of your results and the reliability of your system, enhance your data acquisition and provide more intuitive data analysis.

Improve your data integrity, data security and data stability by accessing the latest version software at the touch of a button. Reduce workflow interruptions and improve your productivity with access to remote phone and online software support.

What you can expect with mass spectrometry software support

Our network of software specialists will work with you to ensure you can:

  • Access priority phone and online access to SCIEX software experts for guidance on newly released software features
  • Get optimal data performance from your investment in a SCIEX system
  • Access the relevant SCIEX data processing and analysis tools for your lab
  • Access full software and software application support for your contract period
  • Speak to a specialist to help resolve technical software-driven issues
  • Receive the latest software upgrades containing security updates and the newest breakthroughs for all entitled SCIEX software
  • Maximize your return on investment with up to 75% in savings when compared to standalone software upgrades
  • Receive a 30% discount on additional software licenses
  • Receive a 25% discount for validation and compliance services

Which mass spectrometry service plan is right for your lab?

Contract feature

Starter kit software

Additional software
 Software Plus*Software LegacySoftware Advance**Software Assist**
Software upgrades (for example, version 3.1 to 3.2)✔ ✔ 
Software updates✔✔✔✔
Access to the SCIEX Now Learning Hub and Knowledge Base premium content online✔✔✔✔
Priority access during business hours to remote software support via phone and SCIEX Now online✔✔✔✔
Discounted rates on selected software licenses and related software services✔✔✔✔
Discounted rates for validation and compliance services for easier upgrades✔ ✔ 

* Plans cover software starter kits. For SCIEX Triple Quad systems: The SCIEX OS-MQ E-License (PN 5090344) comes with 1 SCIEX OS software license (acquisition and quantitation) and 1 additional SCIEX OS-MQ license. For QTRAP systems and high-resolution instruments: The SCIEX OS-Q E-License (PN 5307946) comes with 1 full SCIEX OS software license (acquisition, quantitation and qualitative evaluation) and 1 additional SCIEX OS-Q license. For high-resolution instruments: The Analyst TF software license (acquisition) comes with 1 PeakView software license and SWATH acquisition for TripleTOF instruments.

** Plans cover ancillary software purchased at the point of instrument sale or later, excluding software included in the starter kit. Not all existing software is eligible for these plans.

Everything you need anytime you need it

StatusScope remote monitoring service

Real-time diagnosis, resolution and monitoring of your system are available with StatusScope remote monitoring service. Get full visibility of critical parameters directly in your SCIEX Now dashboard

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Learning Hub Success programs

Upskill your staff to use the latest software with the SCIEX Now Learning Success Programs. Our specialists provide a series of courses and resources to help your team learn and gain knowledge to improve the efficiency of your lab. The SCIEX course catalog in the SCIEX Now training hub allows you to choose from over 100 self-paced eLearnings or search for an instructor-led course near you.            

Discover available courses
Instrument service and support

Build higher throughput, better results and greater productivity into your lab. Unlock the potential of your instruments and your operational capabilities with service and support from an expert team of engineers, technicians and instrument specialists.

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FAQs

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.