Illumina Product Support Services

ServiceDescriptions
SLA Documentation
Q3 2022

M-GL-01214| 1

Illumina Product Support Services Plans
Service Descriptions
Contents

1. Overview
1.1 Illumina Product Support Services
1.2 Services Summary
1.3 Illumina Branded Service
2. Illumina Standard Warranty
3. Illumina Product Support Service Plans
3.1 Bronze
3.2 Silver
3.3. Gold
3.4 Dedicated On-Site
4. Advanced Exchange
5. Appendix
5.1 Optional Service Offers
5.1.1 Reagent Replacement Add-On
5.1.2 Operational Qualification (OQ) Add-On
5.1.3 One (1) Day Response Add-On
5.1.4 Two (2) Day Response Add-On| 2

1. Overview
1.1.

Illumina Product Support Services

1.2.

Services Summary

This document provides descriptions of Illumina’s Product Support Service Plans. For more detailed
information on Illumina Product Support Service Plans, go to Illumina Product Services.

Illumina Product Support Services provides access to a team of experts and a range of technicalresources for the supported instrumentation. By combining these Illumina resources with the Customer’s
entitlements to technical support, Illumina delivers support and co-ordinates maintenance and support
activities needed to troubleshoot and address issues.

BaseWarrantyBronze

SilverGold

12 months

12 months

12 months

12 months

Replacement Parts

YYY

YLabor & TravelYYYY

Phone Support

5x85x85 x 185 x 24

Replacement Reagents for Instrument Failure

YN

YY

Targeted Onsite Response (Business Days)

532

NBD*

Preventative Maintenance IncludedNN

11

Qualification: OQ Add-On

NN

N

Y

Control HW/SW Updates

YYYY

HW & SW Upgrades

NNN

N

Application Support on Illumina Library

YYYY

Application Support on non-Illumina Library

NNNNTermLibrary Prep Training

Discounts AvailableAncillary Equipment SupportNNNN

Remote Support Monitoring Available (Proactive)

YYYY* Next Business Day| 3

1.3.

Illumina Branded ServiceIllumina Product Support Services is an Illumina Branded Service and applies exclusively to Illumina
branded instrumentation. This document provides descriptions of Illumina’s Product Support ServicePlans applicable to customers purchasing services directly from Illumina. For more detailed informationon Illumina Product Support Service Plans, go to the Illumina Product Services website located athttps://www.illumina.com/ services/instrument-services-training/product-support-services.html.

2. Illumina Standard Warranty

An Illumina standard instrument warranty is provided with new instrument purchases and entitles thecustomer to the following:

2.1

Term: Illumina standard warranty is provided for a twelve (12) month period after instrument shipment
date, unless the hardware includes seller provided installation in which case the warranty period begins
on the date of installation or 30 days after the date the hardware was delivered, whichever occurs first.

2.2

Technical Support: Illumina Technical Support access eight (8) hours per day, five (5) days per week(standard business week) to assist by telephone, web case submission and online tools.
All requests for service must be made through Illumina’s Technical Support organization (“TechnicalSupport”).

2.3

Parts/Labor/Travel: Illumina will provide parts, labor and travel necessary to repair Covered Hardware
reported by Purchaser and deemed inoperable by Illumina’s Technical Support personnel based on its
professional judgement. Limited to only repair or replacement of Illumina-branded parts originallyprovided by Illumina to Purchaser.

2.4

Reagent Replacement: lllumina will provide the reagents necessary to replace Illumina-branded
reagents in the event of lost run due to the hardware failure of an Illumina instrument, as determined by
Illumina’s Technical Support personnel based on its professional judgement. Exclusions: third party
reagents, lost samples, or reimbursement of costs associated with the hardware failure, including
costs related to lost samples.

2.5

Onsite Response: Five (5) Business Day Targeted Onsite response, by 5:00 p.m. local time, upondetermination by Illumina’s Technical Support personnel that onsite Service is required and Field ServiceEngineer (FSE) Dispatch notification has occurred. Dispatch notification must occur by 3:00 p.m. localtime.

2.6

Hardware and Software Updates: Illumina shall use commercially reasonable efforts to provide all
Software and Hardware updates in accordance with the terms of the Service Contract as suchmaterials become commercially available for distribution.
| 4

2.7

Applications Support: Illumina to provide onsite Field Application Scientist (FAS) support totroubleshoot and repair Illumina applications.

3.

Illumina Product Support Service Plans

3.1.

Bronze3.1.1.

Term: Product Support Service Bronze plans are purchased for a minimum of a twelve (12) month term.

3.1.2.

Technical Support: Illumina Technical Support access eight (8) hours per day, five (5) days per week(standard business week) to assist by telephone, web case submission and online tools.

A Product Support Service Plan covers its associated instrument and is purchased for a minimum of twelve(12) month duration. For each instrument, any of the following Service and Support tiers may be available forpurchase:

Illumina Product Support Services in the Bronze tier entitles customer to the following:

All requests for service must be made through Illumina’s Technical Support organization (“TechnicalSupport”).
3.1.3.

Parts/Labor/Travel: Illumina will provide parts, labor and travel necessary to repair Covered Hardware
reported by Purchaser and deemed inoperable by Illumina’s Technical Support personnel based on its
professional judgement. Limited to only repair or replacement of Illumina-branded parts originallyprovided by Illumina to Purchaser.

3.1.4.

Onsite Response: Three (3) Business Day Targeted Onsite response, by 5:00 p.m. local time, upondetermination by Illumina’s Technical Support personnel that onsite Service is required and Field
Service Engineer (FSE) Dispatch notification has occurred. Dispatch notification must occur by
3:00 p.m. local time.

3.1.5.

Hardware and Software Updates: Illumina shall use commercially reasonable efforts to provide all
Software and Hardware updates in accordance with the terms of the Service Contract as suchmaterials become commercially available for distribution.

3.1.6.

Applications Support: Illumina to provide onsite Field Application Scientist (FAS) support totroubleshoot and repair Illumina applications.

| 5

3.2.

Silver

3.2.1.

Term: Product Support Service Silver plans are purchased for a minimum of a twelve (12) month term.

3.2.2.

Technical Support: Illumina Technical Support access eighteen (18) hours per day, five (5) days perweek (standard business week) to assist by telephone, web case submission and online tools.

Illumina Product Service and Support in the Silver tier entitles customer to the following:

All requests for service must be made through Illumina’s Technical Support organization (“TechnicalSupport”)
3.2.3.

Parts/Labor/Travel: Illumina will provide parts, labor and travel necessary to repair Covered Hardware
reported by Purchaser and deemed inoperable by Illumina’s Technical Support personnel based on its
professional judgement. Limited to only repair or replacement of Illumina-branded parts originallyprovided by Illumina to Purchaser.

3.2.4.

Reagent Replacement: Illumina will provide the reagents necessary to replace Illumina-branded reagentsin the event of lost run due to the hardware failure of an Illumina instrument, as determined by Illumina’s
Technical Support personnel based on its professional judgement. Exclusions: third party reagents, lostsamples, or reimbursement of costs associated with the hardware failure, including costs related to lostsamples.

3.2.5.

Onsite Response: Two (2) Business Day Targeted Onsite response, by 5:00 p.m. local time, upondetermination by Illumina’s Technical Support personnel that onsite Service is required and Field Service
Engineer (FSE) Dispatch notification has occurred. Dispatch notification must occur by 3:00 p.m. localtime.

3.2.6.

Preventative Maintenance: Illumina to provide annual Preventative Maintenance service to include
labor, travel and replacement of all parts included in the PM Kit; component inspections; subsystem
maintenance; system requalification; and a PM Certification document.
Annual Preventative Maintenance visits are only included with service contract that has beenpurchased for one entire calendar year (i.e. 365 days). In the event that a service contract is purchased
for less than a calendar year, a Preventative Maintenance visit will have to be purchased separately ifneeded.

3.2.7.

Hardware and Software Updates: Illumina shall use commercially reasonable efforts to provide all
Software and Hardware updates in accordance with the terms of the Service Contract as suchmaterials become commercially available for distribution.

3.2.8.

Applications Support: Illumina to provide onsite Field Application Scientist (FAS) support totroubleshoot and repair Illumina applications.
Silver support cases are prioritized over those associated with the Bronze tier.
| 63.3.

Gold

3.3.1.

Term: Product Support Service Gold plans are purchased for a minimum of a twelve (12) month term.

3.3.2.

Technical Support: Illumina Technical Support access twenty-four (24) hours per day, five (5) days
per week to assist by telephone, web case submission and online tools.

Illumina Product Service and Support in the Gold tier entitles customer to the following:All requests for service must be made through Illumina’s Technical Support organization (“TechnicalSupport”)
3.3.3.

Parts/Labor/Travel: Illumina will provide parts, labor and travel necessary to repair Covered Hardware
reported by Purchaser and deemed inoperable by Illumina’s Technical Support personnel based on its
professional judgement. Limited to only repair or replacement of Illumina-branded parts originallyprovided by Illumina to Purchaser.

3.3.4.

Reagent Replacement: Illumina will provide the reagents necessary to replace Illumina-brandedreagents in the event of lost run due to the hardware failure of an Illumina instrument, as determined by
Illumina’s Technical Support personnel based on its professional judgement. Exclusions: third party
reagents, lost samples, or reimbursement of costs associated with the hardware failure, including
costs related to lost samples.

3.3.5.

Onsite Response: Next Business Day (NBD) Targeted Onsite response, by 5:00 p.m. local time,upon determination by Illumina’s Technical Support personnel that onsite Service is required andField Service Engineer (FSE) Dispatch notification has occurred. Dispatch notification must occur
by 3:00 p.m. local time.

3.3.6.

Preventative Maintenance: Illumina to provide annual Preventative Maintenance service to include
labor, travel and replacement of all parts included in the PM Kit; component inspections; subsystem
maintenance; system requalification; and a PM Certification document.
Annual Preventative Maintenance visits are only included with service contract that has beenpurchased for one entire calendar year (i.e. 365 days). In the event that a service contract ispurchased for less than a calendar year, a Preventative Maintenance visit will have to be purchased
separately if needed.

3.3.7.

Hardware and Software Updates: IIlumina shall use commercially reasonable efforts to provide all
Software and Hardware updates in accordance with the terms of the Service Contract as suchmaterials become commercially available for distribution.

3.3.8.

Applications Support: Illumina to provide onsite Field Application Scientist (FAS) support totroubleshoot and repair Illumina applications.

| 7

3.3.9.

Operational Qualification (OQ) Add-On: For the duration of the service contract Illumina shallperform an Operational Qualification after a Preventative Maintenance (PM) or a Qualified Repair.
Examples of Qualified Repairs include but are not limited to:• Chiller operation, inspection and maintenance• Air Filter inspections, Vacuum System inspection and maintenance• Imaging Module inspection and maintenance• Laser power monitoring and camera alignment• Flow Cell Center Line Test
• Fluidics Module Requalification including pump and valve operations• Lane-to-Lane Variability Test
• PC Functional Test
Gold support cases are prioritized over those associated with the Silver and Bronze tiers.

3.4.

Dedicated On-Site
Illumina Product Service and Support in the Dedicated On-Site tier entitles customer tothe following:

3.4.1.

Term: Product Support Service Dedicated Onsite plans are purchased for a minimum of a twentyfour (24) month term, 3-month lead time from PO receipt required.

3.4.2.

Technical Support: Illumina Technical Support access twenty-four (24) hours per day, five (5) days
per week to assist by telephone, web case submission and online tools.
All requests for service must be made through Illumina’s Technical Support organization (“TechnicalSupport”).

3.4.3.

Parts/Labor/Travel: Illumina will provide parts, labor and travel necessary to repair Covered Hardwarereported by Purchaser and deemed inoperable by Illumina’s Technical Support personnel based on its
professional judgement. Limited to only repair or replacement of Illumina-branded parts originallyprovided by Illumina to Purchaser.
Requires Parts-Only plans for all covered instruments per site.

3.4.4.

Reagent Replacement: Illumina will provide the reagents necessary to replace Illumina-branded
reagents in the event of lost run due to the hardware failure of an Illumina instrument, as determined byIllumina’s Technical Support personnel based on its professional judgement. Exclusions: third party
reagents, lost samples, or reimbursement of costs associated with the hardware failure, including
costs related to lost samples.

| 83.4.5.

Onsite Response: Immediate Business Day Onsite response Monday through Friday, 8am-5pm
local time. Response provided by dedicated full-time onsite Field Service Engineer.

3.4.6.

Preventative Maintenance: lllumina to provide annual Preventative Maintenance service to include
labor, travel and replacement of all parts included in the PM Kit; component inspections; subsystem
maintenance; system requalification; and a PM Certification document.
Annual Preventative Maintenance visits are only included with service contract that has beenpurchased for one entire calendar year (i.e. 365 days). In the event that a service contract ispurchased for less than a calendar year, a Preventative Maintenance visit will have to be purchased
separately if needed.

3.4.7.

Hardware and Software Updates: Illumina shall use commercially reasonable efforts to provide all
Software and Hardware updates in accordance with the terms of the Service Contract as suchmaterials become commercially available for distribution.

3.4.8.

Applications Support: Illumina to provide onsite Field Application Scientist (FAS) support totroubleshoot and repair Illumina applications.

4. Advanced Exchange

Available only on select Illumina instrumentation and in select geographies as determined by Illumina.
Illumina Product Service and Support in the Advance Exchange tier entitles customer to the following:

4.1.1.

Term: Product Support Service Advance Exchange plans are purchased for a minimum of atwelve (12) month term.

4.1.2.

Technical Support: Illumina Technical Support access eight (8) hours per day, five (5) days
per week (standard business week) to assist by telephone, web case submission and online
tools.
All requests for service must be made through Illumina’s Technical Support organization (“TechnicalSupport”)

4.1.3.

Advanced Exchange: Illumina will provide refurbished instrument to replace Covered Hardware
deemed inoperable by Illumina’s Technical Support personnel based on its professional judgement.
Replacement unit is permanent, defective instrument will not be returned to the customer.

4.1.4.

Reagent Replacement: Illumina will provide the reagents necessary to replace Illumina-branded
reagents in the event of lost run due to the hardware failure of an Illumina instrument, asdetermined by Illumina’s Technical Support personnel based on its professional judgement.
Exclusions: third party reagents, lost samples, or reimbursement of costs associated with thehardware failure, including costs related to lost samples.

| 9

4.1.5.

Hardware and Software Updates: Illumina shall use commercially reasonable efforts to provide all
Software and Hardware updates in accordance with the terms of the Service Contract as suchmaterials become commercially available for distribution.

4.1.6.

Applications Support: Illumina to provide access to FAS remote support to troubleshoot and repair
Illumina applications.

5. Appendix
5.1. Optional Service Offers
Optional supplemental service products that may be purchased in conjunction with a Product Support ServicesBronze, Silver, or Gold plan. Add-Ons are not available as a stand-alone product. Add-Ons must be purchased
simultaneously with and run concurrently with Product Support Services Bronze, Silver, or Gold plans.
5.1.1.

Reagent Replacement Add-On
Illumina Product Service and Support Reagent Replacement Add-On entitles customer to reagent
replacement of Illumina-branded reagents in the event of a lost run due to the hardware failure of an
Illumina instrument, as determined by Illumina’s Technical support personnel based on its
professional judgement for the duration of the existing Illumina Product Support Service Plan.
Available with Bronze service plans only.
Exclusions: third party reagents, lost samples, or reimbursement of costs associated with thehardware failure, including costs related to lost samples.

5.1.1.1.Term: Product Support Service Add-On plans are purchased for a minimum of a twelve (12) monthterm.

5.1.2.

Operational Qualification (OQ) Add-On
Illumina shall perform an Operational Qualification after a Preventative Maintenance (PM) or a QualifiedRepair. Examples of Qualified Repairs include but are not limited to:• Chiller operation, inspection, and maintenance• Air Filter inspections, Vacuum System inspection and maintenance• Imaging Module inspection and maintenance• Laser power monitoring and camera alignment• Flow Cell Center Line Test
• Fluidics Module Requalification including pump and valve operations• Lane-to-Lane Variability Test
• PC Functional Test

| 10

5.1.2.1. Term: Product Support Service Add-On plans are purchased for a minimum of a twelve (12) monthterm.

5.1.3.

One (1) Day Response Add-On

Illumina Product Support Services One (1) Day Response Add-On entitles the customer to a one(1)-Day Response for the duration of the existing Illumina Product Support Services contract.

5.1.3.1. Term: Product Support Service Add-On plans are purchased for a minimum of a twelve (12) month term.
5.1.3.2. Onsite Response: Next Business Day (NBD) Targeted Onsite response, by 5:00 p.m. local time,upon determination by Illumina’s Technical Support personnel that onsite Service is required andField Service Engineer (FSE) Dispatch notification has occurred. Dispatch notification must occur
by 3:00 p.m. local time.

5.1.4.

Two (2) Day Response Add-OnIllumina Product Support Services Two (2) Day Response Add-On entitles the customer to a two(2)-Day Response for the duration of the existing Illumina Product Support Services contract.

5.1.4.1. Term: Product Support Service Add-On plans are purchased for a minimum of a twelve (12) monthterm.

5.1.4.2. Onsite Response

Two (2) Business Day Targeted Onsite response, by 5:00 p.m. local time, upon determination by
Illumina’s Technical Support personnel that onsite Service is required and Field Service Engineer(FSE) Dispatch notification has occurred. Dispatch notification must occur by 3:00 p.m. localtime.

1.800.809.4566 toll-free (US) | +1.858.202.4566 teltechsupport@illumina.com | www.illumina.com© 2022 Illumina, Inc. All rights reserved.
All trademarks are the property of Illumina, Inc. or their respective owners.
For specific trademark information, see www.illumina.com/company/legal.html.
| 11