 print this page
 send feedback on this page
 have a rep contact me
|
|
comprehensive systems support from installation to publication
The Customer Solutions Team, composed of scientists, engineers, software, LIMS, and networking
specialists as well as Quality Engineers and Quality Scientists, is your primary point of
contact with Illumina. We begin our relationship with you as soon as you purchase your system,
and in many cases even before. It is our responsibility to install, qualify, maintain, and
repair your system, provide you with training to ensure you are an expert user, and enable
you to use the system for any one of the many applications supported by the technology. We
are here to answer your questions, solve your problems, and empower you to maximize the impact
of Illumina technology in your lab.
expert installation and qualification
Every Illumina system is installed by our team of veteran Field Service Engineers, who have
an average of over 15 years of experience with optical scanners and laboratory instrumentation
of all types. The Field Service Team will help you configure your lab and facilities before they
unpack, install, and calibrate everything in your system.
world-class support
Unlimited support by Illumina's world-class Technical Service Scientists for as long as you own
your system is included with every system. Published scientists who are experts in their
fields and have direct access to our applications laboratory and R&D staff will answer your phone
calls in less than 30 seconds 95% of the time, and your emails in less than two hours during normal
business hours.
Technical Support Scientists can diagnose and resolve almost any
issue from the Support Center using their extensive training and experience, leveraging our
internal knowledge base and employing our cutting-edge remote-desktop capabilities. Whether you
have questions about how to plan a project, interpret the quality of your data, or analyze the results,
the Technical Support Team is available to help move you forward. We use
an industry-leading database system to track, resolve, and report on every issue we
handle, including root cause and resolution time analysis.
If Technical Support is not able to
resolve an issue, they will dispatch Field Service Engineers or Field Applications Scientists
who are located throughout the world to ensure rapid response times. Ongoing satisfaction surveys
identify areas where we are exceeding your expectations and those in which we need to improve our
training or processes. Illumina's Customer Support Team is also available to help you identify
the correct products, place your orders, and take advantage of our discount programs.
|
|
|
overview
