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.
All our Support Plans enable you to focus on your science — reduce downtime frustration, get help when you need it, access our expertise, and avoid unplanned repair or replacement costs.
Our Enhanced Support Plan goes further for labs whose operations are time-critical, quality-managed, or regulated — minimise downtime with the highest priority support, maintain operational efficiency with proactive device checks and staff training, and streamline certifications with documentation support.
Is your device support plan expired or close to expiry?
Renew your device support plan before 12 December 2025 to save on renewal and avoid 2026 cost increases.
- Any device — get the best plan price now
- GridION, PromethION 2 Integrated, and PromethION 24 — avoid future device Health Check costs
- MinION and PromethION 2 Solo — last chance to restart expired plans. From 2026, plan renewal will only be available for 30 days after expiry
Compare Support Plans
Available Support Plans for GridION, PromethION 2 Integrated, and PromethION 24 devices.
| Support item | Standard Plan 1 year included with new device purchase | Enhanced Plan* Coming January 2026 |
|---|---|---|
| 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 | | |
*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 1 year included with new device purchase |
|---|---|
| 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 | |
