MGI gene sequencing company

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What kind of service you wish we could provide you with?
  • Hotline
    +86-400-096-6988
  • Service Time
    Beijing Time, 9am to 12am, 1pm to 6pm, workday
  • Hotline
    +371-25108106 (for EU and Africa region)
  • Service Time
    Central European Time 9:00am to 6:00pm
Service Program Addendum No. 1

This Addendum sets forth the MGI Service Programs available as of the Effective Date.  Service Programs are subject to the terms and conditions of the MGI Maintenance and Support Agreement to which this Addendum is appended. Terms in the Agreement shall have the same meaning defined in the Agreement when used in this Addendum. We are expanding our International service and support team outside China mainland. Currently, MGI has local field service engineers in Riga, Stuttgart, Vienna, Birmingham, Toronto, San Jose, Brisbane, Ben Thanh, Hong Kong, Macao and Taiwan.etc     


1.   We are expanding our International service and support team outside China mainland. Currently, MGI has local field service engineers in Riga, Stuttgart, Vienna, Birmingham, Toronto, San Jose, Brisbane, Ben Thanh, Hong Kong, Macao and Taiwan.etc

2.    MGI has established four logistic centers in Hong Kong, Brisbane, San Jose and Riga to meet the major spare parts needs in the international business.

3.    Call centers have been well-established to support global service.

4.    Service and support hotline: +86-400-096-6988 (Beijing Time, 9am to 12am, 1pm t0 6pm, workday) +371-25108106 (for EU and Africa region:Central European Time 9am to 6pm)

5.    MGI offers a variety of after-sales products for customers to choose.

6.    The warranty period is not valid at this stage for sales in African and Latin America countries. Prior MGI service approval is required for selling systems to these regions.



Service PlanDescription
First Year Warranty

First Year Warranty includes onsite service by trained personnel, with full coverage for  parts, labor, and travel costs; reagents replacement claim upon instrument failures(Seq Only); one preventative maintenance.  

Instrument Assurance Gold

Instrument Assurance Gold includes onsite service by trained personnel, with full coverage for parts, labor, and travel costs; reagent replacement claim upon instrument failures(Seq Only); two preventative maintenance with one Compliance Certification(IQ/OQ/PQ) per contract year.  

Instrument Assurance Bronze

Instrument Assurance Bronze includes on­site service by trained personnel, with coverage of all parts, labor and travel costs in addition to one preventative maintenance visit per contract year.    

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  • A
    Service Program No. 1
    First Year Warranty Service Agreement

    Covered Services:


    1.    Unlimited visits for Necessary Repair Services.


    2.    All costs of Parts and Services (including travel expenses).


    3.    One PM visit per year.


    4.    Priority scheduling for requests for service.


    5.    Product Updates and Modifications.


    6.   Telephonic and online support.


    Response Time:On-Site 48 working hour’s response time for Repair Services (restricted to certain geographic areas within mainland China and the country and area with local engineer).


  • B
    Service Program No. 2
    Instrument Assurance Bronze Service Agreement

    Covered Services:


    1.  Unlimited visits for Necessary Repair Services.


    2.  All costs of Parts and Services (including travel expenses).


    3.  One PM visit per year.


    4.  Priority scheduling for requests for service.


    5.  Product Updates and Modifications.


    6.  Telephonic and online support.


    Response Time:  On-Site 72 working hour’s response time for Repair Services (restricted to certain geographic areas within mainland China and the country and area with local engineer).


  • C
    Service Program No. 3
    Instrument Assurance Gold Service Agreement
    Covered Services:

    1.  Unlimited visits for Necessary Repair Services.

    2.  All costs of Parts and Services (including travel expenses).

    3.  Two PM visit per year.

    4.  One IQ/OQ/PQ Compliance Certification per year.

    5.  Reagents Replacement claim Upon Instrument Failure (Seq Only).

    6. Priorily scheduling for requests for service.
    7. Product Updates and Modifications.

    8. Telephonic and online support.



    Response Time:  On-Site 48 working hour’s response time for Repair Services (restricted to certain geographic areas within mainland China and the country and area with local engineer).

Assurance ItemizationFirst Year WarrantyBronzeGold
Term (Plan duration)1 year1 year1 year
LaborYesYesYes
PartsYesYesYes
Reagents replacement upon instrument failure (Seq Only)NoNoYes
Phone/IM/Remote Desktop supportYesYesYes
Planned Maintenance1 per year1 per year1 per year
Hardware Application SupportYesYesYes
IQ/OQ/PQ Compliance CertificationNoNo1 per year
Targeted Onsite Time (Bussiness Days)232
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