Oxford Nanopore offers two Support Plan options to help you keep your sequencing devices running smoothly: Standard Support and Enhanced Support. These plans provide expert assistance when you need it, device repair or replacement, and additional services designed to minimise downtime, avoid unexpected costs, and allow you to focus on your scientific work.

From January 2026, customers can choose between:

Standard Support – Essential support for routine research use, to avoid unplanned costs if a repair is needed and includes:

• Email and chat support
• Device repair or replacement if required
• Access to software updates

Enhanced Support – For customers in time‑critical, quality‑managed, or regulated environments, offering:

• Priority response times including an onsite Service Level Agreement (SLA)
• Access to phone support and live chat
• Preventative maintenance
• Staff training options
• Loaner devices to reduce downtime
• Documentation to support quality and regulatory compliance

Standard Support is available on any device and in every location, however Enhanced Support is only available on those devices with a compute and in those locations where we can commit to our onsite response time targets.

Detailed plan comparisons across our device portfolio can be found here.