Vizgen Support

FAQs

• Why choose Vizgen support?

  Vizgen Support combines scientific expertise with proactive service to keep your systems performing at their best. Our global team of scientists and engineers delivers comprehensive support, planned maintenance, and continuous hardware and software updates, ensuring every MERFISH^® 2.0 and InSituPlex^® workflow runs with consistent, high-quality performance.

• Where can I find additional product and training resources?

  Visit the Resources section of our website for documentation, application notes, product manuals, and other materials to help you make the most of your Vizgen systems.

• What is included in my service plan?

  All service plans include technical support, field service visits, hardware and software updates, and annual maintenance. Optional add-ons such as re-training or semi-annual maintenance are also available.

• How quickly can I expect a response?

  For covered systems, a Field Service Engineer typically arrives on-site within three business days of confirmed dispatch, minimizing downtime and disruption to your research.

• Do you support laboratories outside North America?

  Yes. Vizgen maintains a global support presence, including regional Field Service Engineers and Application Scientists to assist customers in Europe, Asia, and other regions.

• What types of experts are part of the Vizgen Support team?

  Our dedicated experts include Field Service Engineers who manage installation and maintenance, Field Application Scientists who provide training and troubleshooting, and Technical Support Specialists who deliver rapid remote assistance.

• Can I schedule additional application training?

  Absolutely. Vizgen offers on-site or virtual re-training led by our Field Application Scientists to help your team maximize data quality, system performance, and productivity.