Reliable support for your PhysioMimix® System and assays
We’re here to keep your PhysioMimix System performing at its best every single day. Our support and maintenance packages give you total peace of mind and an exceptional user experience.
Select the option that applies to you
Purchased directly from CN Bio
Purchased through authorized distributor
Every PhysioMimix Core System comes with a 1-year warranty
Your coverage includes
1-year warranty
Firmware and software updates
Replacement of manufacturer-fault components (labour included)
One annual preventive maintenance visit by a CN Bio Field Service Engineer
Access to CN Bio Technical Support through approved support channels
- Hardware diagnostics
- Preventive maintenance visit at within end of the first 12 months
- Repairs
- Scientific and application support
- Expertise to help address application challenges
Not covered under warranty
- User-caused damage
- Incorrect use, handling or storage
- Consumables (plates, reagents, cells)
- Wear-and-tear components (e.g. O-rings)
Extended Warranty
Optional Add-On
Continue to benefit from warranty-level protection beyond the standard warranty period.
Includes:
- Continued warranty coverage
- One annual preventive maintenance visit
- Ongoing access to CN Bio technical expertise
- Contact us to discuss your extended warranty options.
Contact us to explore your extended support options.
Lifetime access to Lab Portal
Get online access to set up walk-throughs, SOPs, training videos, and more 24/7
Warranty Expired?
You can purchase specialist support sessions even when your cover has expired
Frequently asked questions
How do I request hardware or assay service?
For hardware or assay support, get in touch with our Support Team by completing the form below. We look forward to helping you.
Need Assistance? Contact the CN Bio Support Team
How do I get technical support?
To request support, please submit details of your inquiry using the form below.
Our Field Application Scientists (FAS) support application and assay related questions, including experimental design, data interpretation, and model use. For hardware‑related questions or system issues, support is provided by our Field Support Engineers (FSE).
The appropriate member of the CN Bio Support Team will follow up to address your questions and outline next steps.
Need Assistance? Contact the CN Bio Support Team
How do I get request a quote for a service?
If your instrument is currently under warranty, your annual service is covered. However, if your warranty has expired or you require assistance with an issue outside your current support and maintenance package, please contact us using the form below.
Our team is available to discuss customized support options and provide a comprehensive quote tailored to your specific repair or maintenance needs.
Need Assistance? Contact the CN Bio Support Team
Do you offer installation support?
We pride on the simplicity of our PhysioMimix System. Feedback from customers confirm the plug-and-play design to be intuitive and easy-to-use.
You can find instructions on how to install the instrument in your Instruction for Use (IFU) and on the CN Bio Lab Portal.
If you require additional support, please submit a request and our team will be in touch shortly.
I am approaching the end of my current support & maintenance cover, how do I renew it?
We want to make sure your PhysioMimix System continues to perform at its best. If your current contract is ending soon, contact our Support Team to discuss your renewal options.
How can I ensure my instrument is operating correctly?
When you purchase a new PhysioMimix System, you will receive dedicated application support from our FAS team. You can use the contact hours to verify your instrument is running correctly.
If you require additional support, please submit your request and our team will be in touch shortly.
How can I ensure instrument is working correctly if it hasn’t been in use or serviced recently?
If you’re reinstating your PhysioMimix system out of storage, we recommend you Book a system diagnostics check visit before you start your experiment. If you’re instrument is covered under warranty or an extended support & maintenance package, this service is included free of cost.
If your instrument support and maintenance cover has expired, Contact us to extend your cover or book system diagnostics check visit at an additional cost.
What support does a Field Service Engineer (FSE) provide?
Our Field Service Engineers provide the technical expertise necessary to maintain the operational integrity of your system. Their role includes:
- On-Site Hardware Support: Providing direct, hands-on technical assistance to identify, diagnose, and address hardware faults at your facility.
- Annual Preventative Maintenance: Conducting a yearly maintenance support visit to ensure system performance and prevent potential issues.
- Maintenance & Repair: Providing both on-site and back-to-base repair services to maintain system health
What support does a Field Application Scientist (FAS) provide?
Our Field Application Scientists offer specialized scientific guidance to support your research. Their role includes:
- Application Resolution: Technical expertise to resolve application-based issues.
- Yearly Scientific Support: Providing a scheduled visit to offer on-site scientific support.
- Monthly Support Calls: Regular access to scientific expertise via monthly calls.
If you do not find the answer to your question listed, please contact us