Oxford Nanopore Support Plans
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Maximise performance. Minimise downtime.
Your Oxford Nanopore sequencing device is built to deliver the deepest level of multiomic insights with a single technology. To keep the device performing at its best, our Support Plans offer responsive, expert help when you need it. You can also choose to go further — adding priority assistance, proactive health checks, training, and audit support so that your research stays on track, without interruption.
No matter your field, academic, clinical research, industrial applications, or biopharma, our Support Plans help you get the most from your device. Protect your investment, extend instrument lifespan, and ensure reliable, high-quality sequencing every time.
Our Standard and Enhanced Support Plans enable you to focus on your science, reduce downtime frustration, and get support when you need it. Partner with our experts, benefit from installation and application support, and avoid unplanned costs — you’re covered for device repair or replacement, where applicable, within your Support Plan.
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Compare Support Plans
Available Support Plans for GridION, PromethION 2 Integrated, and PromethION 24 devices.
| Support item | Standard Plan | Enhanced Plan* |
|---|---|---|
| Installation onboarding | 1 business day online (GridION, PromethION 2 Integrated) 2.5 business days on-site (PromethION 24) | 1 business day online (GridION, PromethION 2 Integrated) 2.5 business days on-site (PromethION 24) |
| Training | Billable — view training details | 2 business days on-site |
| Phone support | | |
| Email / chat support | Monday–Friday, 9:00–17:00 (Local time) | Monday–Friday, 24 hours† (Prioritised 4 hour response time) |
| On-site repairs | | |
| Replacement, if cannot repair | | |
| Loaner during prolonged downtime | | |
| Preventative maintenance visit | Billable — available from January 2026 | |
| Documentation support | | |
| Service level agreement response time | | |
| Service plan purchase options | 1 year included with new device purchase | Coming January 2026 |
*Enhanced Support Plans are only available in selected countries. Contact your local Sales Team for more information.
†We provide 24-hour support coverage, with availability from 9:00 Monday New Zealand Time (NZT) through to 17:00 Friday Pacific Time (PT).
‡Enhanced Support service level agreements: on-site response time (from time of diagnosis of the issue) is 3–5 business days; remote support response time is 4 hours.
Ancillary equipment support and hardware upgrades are not included in the service contract offers.
Available Support Plan for MinION and PromethION 2 Solo devices.
| Support item description | Standard Plan |
|---|---|
| Installation onboarding | Self-serve, online |
| Training | Billable — view training details |
| Email / chat support priority | Monday–Friday, 9:00–17:00 (Local time) |
| Replacement, if cannot repair | |
| Support plan purchase options | 1 year included with new device purchase |
