Ella Instrument Service & Support
Service and Support Overview
Ella instrument service and support plans are built to give you confidence, continuity, and control—whether you need complete coverage or selective, budget-friendly support. We offer a full suite of service plans designed to protect your investment, minimize downtime, and maintain peak performance beyond the instrument warranty period. Each tier includes an annual preventive maintenance visit to safeguard performance, while our experienced technicians ensure issues are resolved quickly and effectively. The included annual preventive maintenance inspection ensures your instrument is running at peak performance and up to manufacturer specification for reliable and trustworthy results.
Ella Instrument Service Plans
Platinum at Purchase
Platinum at Purchase offers exceptional value by delivering uninterrupted Platinum-level service from the moment your instrument is installed. The plan enhances your first-year warranty to full on-site Platinum coverage and continues with a 12-month Platinum service contract, ensuring two years of top-tier support.
Platinum
Platinum coverage provides on-site repair labor, travel, and parts, plus an annual preventive maintenance visit. First-tier priority ensures rapid response and minimal downtime.
Gold
Gold coverage includes on-site repair labor and travel, plus an annual preventive maintenance visit. Repair parts are quoted and purchased separately.
Silver
Silver provides an annual on-site preventive maintenance visit. All repair labor, parts, and travel are quoted and purchased separately.
Depot
Depot service provides mail-in repair support including repair labor and parts, plus an annual depot PM. Shipping both ways is included.
| Annual Preventative Maintenance | Software Updates | Unlimited On-Site Repair Visits (Travel & Labor) | Parts Required for Repair | Advanced Training Tokens | Scheduling Priority | |
|---|---|---|---|---|---|---|
| Platinum at Purchase | ✓ | ✓ | ✓ | ✓ | ✓ | 1 |
| Platinum | ✓ | ✓ | ✓ | ✓ | 1 | |
| Gold | ✓ | ✓ | ✓ | (10% Discount) | 2 | |
| Silver | ✓ | ✓ | (10% Discount) | 3 | ||
| Depot | ✓ At Depot | ✓ | NA |
Training support
Platinum at Purchase
Advanced Training Tokens with Platinum at Purchase plans give you flexible access to expert-led training and support when and how you need it. Use tokens for advanced topics, tailored sessions, or quick refreshers to keep your team confident and productive on the instrument. Examples of advanced training topics are below.
- Assay optimization
- Using unvalidated sample types
- Open cartridge development
- Bridging between assays
- Performance and validation characterization
Self-initiated training
The Bio-Techne Academy is a comprehensive online learning platform designed to support you with usage of the Ella and Simple Plex Assays. The Academy offers instructor-led online courses, instrument resources, and training material to help you maximize the utility of your Ella and confidently apply them across various workflows.
The Bio-Techne Academy ensures that both new and experienced users can enhance their skills and stay up to date with best practices for leveraging Simple Plex Assays in research, development, and regulated environments. Explore new-user training with certification, expert workshops, tips and best practices, and a dedicated Owner’s Center packed with key instrument documentation.
Bio-Techne Online Learning Platform Registration is simple, free, and open to all users.
Need technical support?
Our expert team is here to help you troubleshoot issues and assistance with product applications and usage.
