Enhanced Support Program
Choose the support tier that fits your lab. All plans billed annually via PayPal.
Foundation Support
Silver
$500
/year
- Phone support: Mon-Fri 8AM-6PM CT
- Up to 2 remote sessions/month
- 5% parts discount
- Standard shipping
- 10% labor discount
- 5-10 day on-site lead time
- Annual remote health check
- Knowledge base access
Most Popular
Preferred Partner
Gold
$1,000
/year
- Everything in Silver, plus:
- Extended hours + Saturday support
- Up to 5 remote sessions/month
- 12% parts discount
- Free shipping over $150
- 20% labor discount
- 3-5 day on-site lead time
- 1 free PM visit/year
- 50% travel fee reduction
- Loaner parts program
- 10% off refurbished equipment
- Video training + webinars
Elite Lab Partner
Platinum
$2,000
/year
- Everything in Gold, plus:
- 24/7/365 support with dedicated technician
- Unlimited remote sessions
- 20% parts discount
- Free expedited 2-day shipping
- 30% labor discount
- 48-hour on-site guarantee
- 2 free PM visits/year
- Full travel fee waiver (750mi)
- 4 emergency overnight shipments/year
- 12-month parts warranty
- Full service manual library
- 1-on-1 training session
- 15% trade-in bonus
Full Feature Comparison
See exactly what each tier includes so you can pick the right fit for your lab.
| Feature | Silver | Gold | Platinum |
|---|---|---|---|
| Phone Support Hours | M-F 8-6 CT | M-F 7-8 + Sat 9-2 | 24/7/365 |
| Call Response Target | 4 rings | 2 rings | 60 sec / dedicated line |
| After-Hours Callback | 4 business hrs | 2 business hrs | 30 minutes (24/7) |
| Dedicated Technician | — | — | ✓ |
| Remote Sessions/Month | 2 | 5 | Unlimited |
| Parts Discount | 5% | 12% | 20% |
| Parts Shipping | Standard | Free over $150 | Free expedited (2-day) |
| Emergency Overnight Parts | — | — | ✓ 4x/year |
| Parts Warranty | 90 days | 90 days | 12 months |
| On-Site Lead Time | 5-10 days | 3-5 days | 48 hours |
| Labor Discount | 10% | 20% | 30% |
| Travel Fee | Full price | 50% off (<500mi) | Waived (<750mi) |
| Free PM Visits/Year | 0 | 1 | 2 |
| Equipment Health Check | 1x remote/yr | 2x remote/yr | On-site + remote |
| Training | Knowledge base | Videos + Webinars | 1-on-1 session |
| Loaner Parts | — | ✓ | ✓ |
| Equipment Discount | — | 10% refurbished | 15% trade-in bonus |
| Service Manuals | — | — | ✓ Full library |
Frequently Asked Questions
Annual subscription billed through PayPal. Renews automatically each year on your sign-up date.
Yes, contact us or manage through your subscriber portal. We will prorate the difference when you upgrade mid-cycle.
Fuji and Noritsu wet lab systems including Frontier, minilab, and related equipment.
No long-term contract. Cancel anytime, and your access continues through the end of the paid period.
Choose a plan above, complete checkout via PayPal, and you will get immediate access to your subscriber portal and all tier benefits.
Questions about which plan is right for your lab?
Our team can help you choose the perfect support tier.
Contact Us