Decode Science Service Support is a dedicated instrument service request system designed to get the right information to our service team as quickly as possible — directly from your lab, directly from your phone. Every Decode Science instrument carries a Service Support sticker with a QR code. Scan it, fill in the details, and your request is logged and routed to our service team immediately. No searching for contact details, no navigating phone menus, no delays waiting on an email thread to get started.
Our service team triages every request and responds with the next steps — whether that’s remote troubleshooting, a site visit, or escalation to the relevant manufacturer’s technical support team. Decode Science Service Support is available across the full instrument portfolio we distribute, including Quanterix, MGI, Bruker, Element Biosciences, Akoya Biosciences, and more. If your instrument was purchased through Decode Science, this service is available to you.
Scan the QR code on your instrument sticker and you’re taken directly to this page. Enter your instrument model, serial number, and a description of the issue — and your request is submitted. The entire process takes less than a minute and requires nothing more than the phone already in your pocket.
Every submission goes straight to Service Support Team where our team triages requests and responds with priority.
No request sits in a general inbox unread — Service Support submissions are tracked and actioned as a dedicated workflow separate from general enquiries.
The serial number and model captured at submission allow our team to immediately identify your instrument, its service history, and the appropriate escalation path. This means faster, more accurate support from the first response — no back-and-forth to establish the basics before the technical conversation can start.
Whether you’re running a Quanterix Simoa, an MGI DNBSEQ sequencer, a Bruker system, or any other instrument distributed by Decode Science, Service Support is available to you.
If your instrument carries a Decode Science sticker, this page is your starting point.
Service Support is available to all customers who have purchased instruments through Decode Science. If your instrument carries a Decode Science Service Support sticker, this page is your starting point for all service-related requests.
Your submission is routed directly to Service Support Team where our team triages and prioritises requests. You’ll receive a response with the recommended next steps — typically within one business day for non-urgent issues.
For critical instrument failures that are blocking essential workflows, email service@decodescience.com.au directly in addition to submitting the form. This ensures your request is flagged as urgent from the outset.
No — you can access and submit the service request form directly from this page at any time. The QR code on your instrument sticker is simply the fastest way to get here from the lab.
Service Support covers all instruments distributed by Decode Science, including but not limited to Quanterix Simoa platforms, MGI DNBSEQ sequencers, Bruker instruments, Element Biosciences AVITI, and Akoya Biosciences systems. If you’re unsure whether your instrument is covered, contact us at service@decodescience.com.au.
Our team will keep you updated via email from the point of first response. If you haven’t heard back within 2 business days of submitting a non-urgent request, follow up directly at service@decodescience.com.au quoting your instrument serial number.
We only need these information to serve you better. Decode Science respects your privacy and will never spam you with unrelated content.
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