We are committed to ensuring your success with our products.

customer contact

If you require assistance, the DNA Script Technical Support team is available to help. We can be reached by clicking on “Request Support” below, or by phone.

REQUEST SUPPORT

Telephone numbers:

US/Canada:  +1 888-693-4022, Option 2
Europe: +33 1 84 88 02 42, Option 2

Hours of support coverage:

Monday – Friday 8:00am – 9:00pm EST (USA/Canada customers)
Monday – Friday 9:00am – 7:00pm CET (European customers)

technical documentation
SYNTAX System 60-cycle Kit, 96 Oligos product insert (PDF)

Safety Data Sheet (SDS) Lookup

faq

Frequently asked questions

What do I need to provide for the installation?

As well as meeting the site requirements listed in the Site Preparation Guide, customers also need to provide:

  1. Completed Customer Site Logistics Form and return to DNA Script at least two weeks prior to the installation
  2. 80% ethanol (molecular-biology grade; 500 mL/kit)
  3. Isopropanol (molecular-biology grade; 100 mL/kit)
  4. Deionized water (~2 L) and isopropanol (~1 L) for OQ
If I have reagents left after a run, can I use them for the next run?

Unused reagents may be left on-instrument (in the cooled reagent compartment) for up to 1 week, provided that the compartment remains at operating temperature. When a new run is loaded, the appropriate barcode must be scanned. The on-board software will indicate whether sufficient reagents are available for the run, or whether all or some reagents must be replenished. Leftover reagents that are not sufficient for another run must be discarded. Do not mix leftover reagents from different kits.

What should I do if I accidentally wasted or contaminated one of the SYNTAX reagents?

Please contact DNA Script Technical Support to provide us with a description of what happened and to request a replacement. The DNA Script Technical Support can be contacted via a local toll-free phone number or via email.

Telephone numbers:

US/Canada:  +1 888-693-4022, Option 2
Europe: +33 1 84 88 02 42, Option 2

Hours of support coverage:

Mon – Friday 8:00am – 9:00pm EST (USA/Canada customers)
Mon – Friday 9:00am – 7:00pm CET (European customers)

Email: support@dnascript.com