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GloMax® Discover and Explorer System Services

Available for the GloMax® Discover and Explorer Systems

  • All options are available for the GloMax® Discover System and the GloMax® Explorer System

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GloMax® Discover and Explorer System Services
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Warranty and Service Options

Upon purchase of the GloMax® Discover or GloMax® Explorer, the instrument will be covered by a 1-year Standard Warranty. The Standard Warranty covers all parts, labor and shipping to and from our depot repair location as well as a loaner instrument upon request*. The loaner will arrive in 5 to 7 working days via standard ground shipment. If your Instrument needs repair, we will provide a box for shipment of the instrument back to our service facility. We will repair it and return it performing to original factory specifications. Preventive Maintenance service is available separately.

If the instrument warranty or previous agreement has expired, we will offer a 45-day grace period during which the standard agreement pricing applies. After the 45-day grace period, the service agreement price is 15 percent higher than the list price.

If you purchase a GloMax® instrument with injectors, separate service agreements for both the base instrument AND the injectors are required.

If you need additional coverage during the 1-year Standard Warranty period, a Premier Warranty Upgrade is available. The GloMax® Discover or GloMax® Explorer Premier Warranty Upgrade includes all parts, labor and shipping to and from our depot repair location as well as your choice of a loaner instrument within 1 business day* or on-site service visit by a factory-trained service technician within 3 business days*. Additionally, it includes one Preventive Maintenance event per year, which can be performed by returning the instrument to an authorized service center or by an on-site visit by a service technician. Additional Preventive Maintenance visits are available separately.

Note: On-site service is a new product offering for GloMax® instruments. Until December 31, 2023, only Preventive Maintenance services will be performed on-site; repairs will still be performed by returning the instrument to an authorized service center. As of January 1, 2024, both Preventive Maintenance and repairs will be performed on-site, with the exception of a few rare but complex repairs that are not possible in the field and require depot service.

Once the initial 1-year Standard Warranty has expired, there are several options for continuing service coverage:

GloMax® Discover or GloMax® Explorer Standard Service Agreement

The GloMax® Discover or GloMax® Explorer Standard Service Agreement covers all parts, labor and shipping to and from our depot repair location as well as a loaner instrument upon request*. If your instrument needs repair, we will provide a box for shipment of the instrument back to our service facility. We will repair it and return it performing to original factory specifications. Preventive Maintenance service is available separately. Standard Service Agreements may be purchased for 1-, 2- or 3-year periods.

GloMax® Discover or GloMax® Explorer Premier Service Agreement

The GloMax® Discover or GloMax® Explorer Premier Service Agreement includes all parts, labor and shipping to and from our depot repair location as well as your choice of a loaner instrument within 1 business day* or on-site service visit by a factory-trained service technician within 3 business days*. Additionally, it includes one Preventive Maintenance event per year, which can be performed by returning the instrument to an authorized service center or by an on-site visit by a service technician. Additional Preventive Maintenance service is available separately. Premier Service Agreements may be purchased for 1-, 2- or 3-year periods.

GloMax® Discover or GloMax® Explorer Preventive Maintenance

In order to keep the system operating at peak performance, we recommend that GloMax® Discover or GloMax® Explorer Instruments receive a Preventive Maintenance check after 12 months of use. During this procedure, our qualified service personnel test the instrument, check parts for wear and replace them as needed. Additionally, the system is aligned and performance is verified. Documentation for your files is provided. The Preventive Maintenance service is performed by returning the instrument to an authorized service center.

*May not be available in all countries. Contact your local Promega representative for more information.

Installation Qualification

To be certain that your GloMax® Discover, Explorer and Navigator Systems are ready to go from the start, Installation Qualification (IQ) provides a series of formal on-site instrument checks, delivers written documentation about the functionality of your GloMax® instrument and demonstrates that everything ordered with your instrument is supplied and installed in your laboratory. Upon delivery to your lab, the instrument and its components will be visually inspected and reviewed for completeness. Following the inspection, the instrument will be powered on to confirm that the system is properly functional.

    IQ Service Information

  • Installation by qualified Promega personnel
  • Inspection of shipping containers, instrument and accessories
  • Comparison of items received versus items on your Purchase Order
  • Inspection of laboratory conditions
  • Review of all hazards and precautions with users
  • Confirmation or installation of correct firmware version
  • Diagnostic self-test of your instrument
  • Record of installation and actions
  • Service includes site visit, instrument sticker and IQ documentation

Operational Qualification

After instrument installation, Operational Qualification (OQ) demonstrates that your GloMax® Discover, Explorer and Navigator Systems will function according to their operational specifications. A Promega instrument specialist will perform an operational test run to ensure that all of the hardware modules function correctly. Following the documentation of these tests, familiarization training with the instrument’s operators will occur. The specialist will also explain all of the sections of the instrument log book.

    OQ Service Information

  • Performance of operational verification test run 
  • Documentation of all results
  • Customer training to familiarize users with the operation of the instrument
  • Customer training on use of log book
  • Service includes site visit, customer-specific log book, instrument sticker and OQ documentation

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