Following shipping, a Field Service Engineer (FSE) will install the system and then perform Installation and Operational Qualification (IQ/OQ) and Instrument Verification Performance (IVP) tests to ensure the SmartChip ND dispenser, SmartChip ND cycler, and software all meet the specified performance criteria.
Instrument Services
Services for the SmartChip ND Real-Time PCR System
The SmartChip ND Real-Time PCR System (referred to below as "the system") is a complete system for performing high-throughput real-time PCR (qPCR) for genotyping and gene expression assays. The system enables flexibility in assay and sample formats by utilizing 5,184 individual SmartChip nanowells that can be configured with numerous assay and sample arrangements. The system is comprised of the SmartChip ND dispenser that dispenses samples or assays and the SmartChip ND Real-Time PCR Cycler (SmartChip ND cycler), a cycler with integrated analysis software. The system can be run using either preprinted chips, where only samples are dispensed, or in MyDesign mode, where both assays and samples are dispensed into blank chips. Critically, data generated using both methods is consistent and reproducible—removing the need to revalidate assays when moving between discovery and screening applications.
Installation
Training
Complimentary on-site training will be performed by a Field Application Scientist (FAS). The FAS training provides three working days of hands-on training to teach users how to operate the system. The training includes proficiency testing and technical training for users on how to operate both the SmartChip ND dispenser and the SmartChip ND cycler. The training also demonstrates how to set up and analyze qPCR reactions using the hardware and software. Additional training can be purchased by the customer if needed.
Warranty
Purchase of the system comes with a one-year warranty which includes:
- Unlimited live chat, phone, and email support
- On-site system installation by a member of our certified Field Service team
- Complete parts, labor, and travel for issues arising from unexpected breakdown
- Some exclusions apply, please refer to the Takara Bio USA, Inc. Terms and Conditions for details
Service Plan
The customer also has the option to purchase a single-year or multi-year Service Plan to cover the system beyond the expiration of the initial warranty period. If the plan is being purchased after the warranty has expired, a separate service visit (at customer expense) will be required prior to approval of the Service Plan. The Service Plan includes:
- One Preventative Maintenance (PM) visit per year to ensure optimal performance and avoid unexpected downtime by replacing and servicing parts that are expected to require attention due to normal wear and tear
- Unlimited phone and email support
- Complete parts, labor, and travel for issues arising from unexpected breakdown
- Some exclusions apply, please refer to the Takara Bio USA, Inc. Terms and Conditions for details
Preventative Maintenance
Customers, particularly high-volume users, who would like to proactively maintain their system to ensure optimal performance and avoid unexpected downtime have the option to purchase individual PM visits (to supplement the Service Plan). Purchase of a PM service includes one visit and covers:
- Complete inspection of the system
- Cleaning of:
- SmartChip ND cycler—optics and fan filter
- SmartChip ND dispenser
- Replacement of parts that have undergone normal wear and tear:
- SmartChip ND cycler—bulb, filter, and O-rings
- SmartChip ND dispenser—peristaltic pump, tubing, fluid filters for all bottles and pumps, and humidifier fan
- Test run of the system to validate its performance
- Installation of software updates (as needed)
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