Protect Your Incucyte® Instrument
The Incucyte® system is the premier instrument for non-disruptive real-time monitoring of cells directly from the culture incubator. Rely on our comprehensive service offerings to maintain the integrity of your precious cells and also extend the longevity of your equipment. Take advantage of our instrument services and enjoy the following benefits:
- Optimal performance
- Reduced downtime
- Access to expertise
- Predictable costs
- Long-term savings
Tailored Service Plans
Keep your instrument working optimally for years to come
Sartorius’ Technical Support Team and Field Service Engineers are always available to provide technical guidance for your Incucyte® instrument. Our service plans streamline this process and offer you the added peace of mind that your investment is in good hands. Select the plan that best aligns with your laboratory’s needs.
Preventive Plan
No More Worries
Enjoy uninterrupted performance with preventive care, application support, software upgrades, and comprehensive expense coverage in case of downtime.
Lightning Plan
Faster Response Time
Get fast response times and expedited on-site service for your mission-critical instruments so you can return to generating data as quickly as possible.
Compliance Plan
Always Audit-Ready
Our all-in-one package for regulated environments ensures instrument performance, timely service, and full compliance so you are always ready for the next audit.
Service Plans at a Glance
Preventive | Lightning | Compliance | |
Up to 3-Year Fixed Pricing |
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Application Support |
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Remote Support |
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Remote Diagnostics |
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Repair |
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Labor Costs |
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Travel Expenses* |
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Service Visits | Unlimited | Unlimited | Unlimited |
Wear and Spare Parts |
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Software Maintenance** |
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Preventive Maintenance | 1x/year | 1x/year | |
Priority Service |
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Sterilization Service | 1x/year | 1x/year | |
Assigned Service Contact | Region-specific | Region-specific | |
PM | OQ | 1x/year | ||
Compliance Certification |
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*Travel expenses may be charged separately, subject to prior agreement and depending on the country/ region.
**All service plans cover software updates and revisions, while Octet®, Incucyte®, and iQue® systems also benefit from complimentary upgrades to the latest software versions.
Note: Service plans do not cover the costs of packing, packaging, and shipment of instruments. Sartorius is offering full coverage service plans, up to the instrument age of 9 years. Beyond this age service coverage is available based on Time and Material Services. Please contact your local Sartorius partner for availability in your area. Restrictions may apply.
Ordering Information
| Preventive | Lightning | Compliance | |
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| Incucyte® SX1 | 84MJEX1 | 84MKEX1 | 84MLEX1 |
| Incucyte® S3 | 84MJES3 | 84MKES3 | 84MLES3 |
| Incucyte® SX5 | 84MJEX5 | 84MKEX5 | 84MLEX5 |
| Incucyte® CX3 | 84MJEC3 | 84MKEC3 | 84MLEC3 |
Our Range of Service Solutions
Expert Installation
Set up your new instrument for the best start
Ensure the reliability and longevity of your Incucyte® equipment with our expert installation services. Sartorius service engineers meticulously install and configure your devices to meet regulatory and quality standards. With our professional setup, your Incucyte® system will be ready to deliver quality results from day one.
- Best performance from the start
- Precise configuration
- Dependable and reproducible outcomes
Equipment Qualification (IQ | OQ)
Comply with GxP Requirements
Our Installation Qualification and Operational Qualification (IQ | OQ) services validate your equipment for peak performance and accuracy. Conducted on-site by our factory-trained Field Service Engineers, these services include a comprehensive validation process.
- GxP-compliant validation services
- Documented installation evidence
- Assured operational integrity
Preventive Maintenance
Maintain data quality with regular maintenance
Protect your Incucyte® from expensive repairs with our comprehensive annual preventive maintenance services. Our certified, factory-trained Field Service Engineers bring a wealth of industry experience to ensure the longevity of your instruments, reduce operational downtime, and maintain peak performance to meet factory specifications.
- Global network of certified, factory-trained Field Service Engineers
- Extended instrument lifetime and trouble-free operation
- Ensured performance
Repairs and Spare Parts
Access repair services quickly and avoid downtime
Should your Incucyte® system experience any performance issues, our team is ready to assist with professional repairs and genuine spare parts. Our Lightning and Compliance Plans offer priority access to both remote and on-site service, minimizing your downtime and keeping your research on track.
- Original spare parts for the best quality
- In depth system expertise
Relocation Services
Protect your instrument during a move
Relocate your Incucyte® system confidently with our expert relocation services, ensuring a smooth move without damaging your equipment. Take advantage of optional services such as Professional Installation, Qualification | Operational Qualification (IQ | OQ), and Preventive Maintenance.
- Worry-free instrument transfer
- Highest standard relocation care
- State-of-the-art packing
Instrument Reinstatement
Maximize the potential of your pre-owned instrument
Acquiring pre-owned laboratory equipment can be both cost-effective and eco-friendly. While we cannot guarantee the performance of an Incucyte® instrument, our Field Service Engineers will evaluate the instrument, replace wear parts, and optimize it for the best possible performance.
- Cost-effective and eco-friendly
- Maximized potential
- Expert evaluation
On-Site Sterilization
Enjoy Convenient and Fast On-Site Sterilization with Minimal Downtime
Optimize your lab's productivity with our portable sterilization service, offering on-site sterilization of your Incucyte® system in under 24 hours. Minimize downtime and keep your research on track with advanced Hydrogen Peroxide vapor sterilization, compatible with your Incucyte® system and most incubators. We use a biological indicator inside the Incucyte® to confirm successful sterilization, giving you confidence in a fully operational setup.
For detailed information and evidence on the effectiveness of the system, please visit our partner’s website: curissystem.com
- Convenient on-site service
- Rapid sterilization process
- Minimal research downtime
FAQ
The Incucyte® is two major components, one is the controller which is a Windows 10 computer with specialized hardware and software that controls the second component which is the gantry, the gantry moves around in x/y/z and images cells over time.
You will need the appropriate Incucyte® GUI software version. Install the latest, and the software will let you know if you need a different version and include an appropriate link for download.
You will need to enter the IP address or hostname of the Incucyte® to connect. The IP address is found on the Incucyte® Controller touchscreen under “information”, make sure to click the refresh button to see the latest. The hostname can also be used. The instrument host name is by default the instrument serial number#, so this could be “Zoom4xxxx” or “ICxxxxx”, you will find your instrument serial number# on the right side of the controller.
Yes, see the standalone guide.
No, the software only works with Windows 10 64-bit.
Yes, so long as your VPN connects you to the network where the Incucyte® resides, you can also connect to the Incucyte®. Note that there are usually performance issues with using a VPN due to speeds/location and this can cause errors in the software if bandwidth/speed is reduced while running the VPN.
Yes, however you need to archive the data first. Archiving is done manually through the GUI software, recommend every month, no more than 100GB at a time. You can read more about archiving in the user manual: While connected to the GUI software, go to the top of the interface and click Help->User Manual. After you have archived a scan you can safely delete it by visiting Administer->Delete.
Collect the instrument the logs and send them to our Support Team at: Incucyte.Support@Sartorius.com
For Zooms, visit Administer->Logs->Export in the GUI.
For SX5/S3/SX1, visit Device->Support->Export All.
Collect the instrument logs and send them to our Support Team at Incucyte.Support@Sartorius.com
To silence the alarm, on the Incucyte® Controller, visit Utilities>Down Arrow>RAID>Silence Alarm>Go> Yes.
Zoom:
Try a motion calibration in that position
Follow the instructions in the User Manual. Simply click [Run] for whichever calibration you wish to perform, and it runs based upon the objective listed under “Device status” at the bottom left of the interface.
SX5/S3/SX1 Motion Calibration: S3 Motion Calibration:
Connect to the device from the GUI and visit Device>Calibration Tests>Spatial->Check>Confirm Test and select the position you wish to calibrate. Click Yes once the Calibration Tray and Calibration Slide are loaded into the appropriate position.
The Incucyte® Software provides four levels of user access: Admin, Standard, Limited, and Guest. The Admin account has full control of the system, whereas the Guest account (ver. 2020C and later) is a strictly Read-Only account. We recommend at least one Admin account per Incucyte® and that regular users are given Standard access.
A comprehensive list of user permissions within the Incucyte® Software is available in the Incucyte® Live-Cell Analysis Software User Manual.
4x | NA 0.2, 10x | NA 0.3, 20x | NA 0.45
No, focusing is handled automatically.
No, updating the Zoom system beyond Windows 7 will render it inoperable.
We do allow windows updates to be installed on the controller; However, it will not be possible to update past feature pack 1607. The LTSB version supports installing security updates only.
We chose LTSB Version 1607 because we were able to validate it with the knowledge that Microsoft would not introduce new features on a regular basis.
The phase imaging and fluorescence excitation/emission wavelengths for each of the Incucyte® models are available from your local Sales Representative or Applications Specialist. Please contact your local representative for this information.
The list of morphological metrics available within your Incucyte® software are dependent upon the software modules which have been purchased and installed. Please contact your local Sales Representative or Applications Specialist for this information.
The most important considerations when choosing an incubator are the following physical parameters:
200 liter displacement
49 cm deep
The ability to maintain a stable environment, with 90% minimum Relative Humidity and 37 °C while in operation.
No. The Incucyte® is a research device and is not intended to be used as a Medical Device.
SX5/S3/SX1:
Imaging Specifications:
20x:
Image Resolution: 0.62 microns/pixel
Image Size: 1408 x 1040 pixels
Field of View: 0.88 x 0.65 mm
10x:
Image Resolution: 1.24 microns/pixel
Image Size: 1408 x 1040 pixels
Field of View: 1.75 x 1.29 mm
4x:
Image Resolution: 2.82 microns/pixel
Image Size: 1536 x 1152 pixels
Field of View: 4.34 x 3.25 mm
Image Resolution | |
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20X | 0.62 um/pixel |
10X | 1.24 um/pixel |
There are a few things you can try:
- Change the media. We don’t recommend leaving an open vessel in the Incucyte® without a media change for more than a few days.
- Check the temperature on the status tab in the Incucyte® software. It should be 37°C. If the temperature is too high, you may need to turn the temperature control of your incubator down to 36.5°C since the Incucyte® does generate heat during scans.
- Check the humidity in your incubator. We try to maintain Relative Humidity in the incubator at 95% RH (non-condensing).
- Fill the wells on the perimeter of a microplate tray with media only.
- Try sealing the plate with a breathable film.
Please power the system off completely via a shutdown through the front panel or GUI software: Device->Administer->Shutdown. After the system completely shuts down, you can open the front panel by pressing the side button and then press the top left black square power button to turn it back on, it should take 3-5 minutes to boot.
Contact our Technical Service Support by phone:
+1 650 322 1360, option 2
+1 888 628 3875, option 2
