Service And Support
For Oncomine Solutions Users

A standard of support that’s a cut above

Service and Support
for Oncomine Solutions users

Here for every step of your NGS journey

Thermo Fisher Scientific is dedicated to providing exceptional products and services to our customers. As an Oncomine Solutions user, you have access to a worldwide team committed to enabling NGS testing to a broad spectrum of oncology research labs.

Our service and support teams enable our users across the customer support continuum. Whether you are a new customer in need of instrument set-up assistance or an established user looking to troubleshoot, add a new assay to your workflow, or perform an analytical validation, we are with you every step of the way.

We enable our users across the customer support continuum:

  • Support from a single source – no need to coordinate with multiple vendors
  • Several support options to tailor-fit your experience to your lab’s needs
  • Instrument and workflow expertise



Featured Service and Support Success Stories


Carolina Felix 
Senior Biomedical Scientist
Liverpool Clinical Laboratories
Liverpool, United Kingdom

“The support we received from the Thermo Fisher Analytical Validation Consultation team was excellent. The run plans provided were clear and simple to follow. The weekly project meetings were very friendly, and the results/progress were all clearly
explained. The Customer Concierge team were also very helpful with documentation and the delivery of reagents
and controls”



Dr. Gabriella Gamberi, PhD 
Department of Pathology
Section of Molecular Biology
Istituto Ortopedico Rizzoli

“Thanks to the numerous tips from [our technical applications specialist], our NGS experiments with the Ion Chef and Ion GeneStudio S5 systems are going very well…When we need help, Gian Marco is available to study the problem and to provide us with a quick solution.” 


Catherine Dumur, PhD, HCLD (ABB) 
Vice President of Molecular Diagnostics and NGS development

"The Thermo Fisher Field Service Engineers are very good at responding very quickly, and addressing all of my concerns, which are many and very pressing. And they know me. And I know them, and I can trust them.  They never leave me hanging. Without the diligence of Thermo Fisher engineers, we would not have been able to achieve the goal of establishing a lab in 6–8 months. We exceeded our goal and were up running in less than three months.”


Dr. Bin Wang, MBBS, M.Med, PhD 
Senior Hospital Scientist
SydPath-St. Vincent’s Hospital
Sydney, Australia

“We receive excellent support from the company…to facilitate NGS testing from initial training to ordering, from machine service and maintenance to volumatic pipeline development and implementations. Thermo Fisher has experts in place to support every step of the workflow…”

A new level of implementation support

Count on our dedicated Customer Concierge Services for an exceptional and seamless experience implementing your new instrument. From order placement through installation and training, we’ll streamline and simplify the process as your main point of contact to help ensure your laboratory is set up for success.*


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*Concierge services are available in certain geographies for specific instruments

Clipboard Checkmark
Site Readiness

Helping you prepare your laboratory space for a successful installation, providing critical documentation and checklists


Logistics Delivery Truck 2

Tracking shipments and helping to coordinate delivery




Scheduling training with a knowledgeable field application scientist



Support Tools

Connecting you with highly skilled field service engineer to coordinate instrument installation





Advanced Digital Tools 

There’s simply no time for instrument downtime. That’s why our Instrument Service Plans include our Digital Services and Support Ecosystem to help keep your instruments and your lab running smoothly. These include pioneering on-demand tools and capabilities such as Smart Help and Remote Support using augmented reality technology and instrument-driven support. We’re constantly looking ahead so your lab never falls behind. 

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Comprehensive instrument support

Protect your instrument and your investment. Our certified and trained field engineers are on call to assist you with instrument issues as well as proactive planned maintenance, all to help increase your laboratory’s productivity and uptime so you can focus on the things that matter. 



You can rely on us to provide:

  • Targeted response time of two business days or less
  • All-inclusive contract pricing with no hidden fees
  • Remote monitoring and diagnostics
  • Proactive planned maintenance scheduling



  • Service from certified, factory-trained engineers
  • Guaranteed certified parts and consumables
  • Proactive software updates

Additional service options are available to supplement and enhance your service plan.

> Learn more



Expert Insight for Your Oncology workflow

We are here to foster your journey with Oncomine Solutions. Our workflow consultancy program is unique in our industry, addressing your specific needs and working closely with laboratory staff.

Our team offers dedicated workflow consultancy from extraction to report, helping you take your lab to the next level with personalized care.

Additionally, we align with our many company-wide resources to support your workflow needs. All this, and more, is included in your purchase of Oncomine Solutions.

First Rate Bioinformatics support

Specialists help with your Oncomine Reporter and instrument software so that you can make the most out of your comprehensive reporting capabilities. We offer a variety of flexible options to help you maximize your resources. From by-the-hour consulting with our knowledgeable bioinformatics professionals to customizable prepaid packages to on-site software and IT upgrades, we’ll work with you to determine the most productive and cost-effective way to meet your bioinformatics goals. One of our specialists will be happy to discuss your project needs and determine the solutions that work best for you.

> Contact Bioinformatics Professional Services 





Knowledgeable Analytical validation consultants

Our project management consulting services can support your research lab with your RUO workflow project up to 62% faster* than the average in house AV. (*Based on Internal Data).

We have solutions to fit any need and budget across the globe, our AV services provide design, build, test, and support validated systems. Whatever level of service you require, our professional services are the right choice to help shorten your validation time, control your cost, and facilitate compliance with your regulatory requirements.

> Learn more about our AV services or to
request support

For Research Use Only. Not for use in diagnostic procedures.

Consulting services offered for the guidance in enabling the analytical validation in support of research efforts only.

August 7, 2023 Processmaker ID: 47152