Technical Support

Whether you need engineering support for an instrument or scientific advice for design of experiments, our team of technical experts is here to guide you on the path to commercialization.

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Technical Support

Engineering and scientific questions during an experiment? Our team is always here to help.

Other Contact Information

Tel: +1-301-944-1700

Email: [email protected]

MaxCyte, Inc.

9713 Key West Avenue
Suite 400
Rockville, MD 20850, USA

Frequently Asked Questions

Do you have engineers that can offer on-site support?

Yes, we have qualified Field Support Engineers who can visit for instrument maintenance, software updates, calibration or IOQ.

How do I access the ExPERT instrument operating manual?

After logging in, navigate to the "?" or book icon at the top of the screen. The manual can be viewed within the software or exported to a USB or networked share drive.

How do I know if my instrument delivered the right amount of energy?

The status of each process can be reviewed from the "Runs" menu in each run report. A troubleshooting package (TSP) can be sent to MaxCyte Technical Support for review.

How do I export a troubleshooting package (TSP) from an ExPERT instrument?

After logging in, navigate to the "Support" menu, set the date range, and select "Save". Select your USB or networked share drive from the menu and select "Select" to save to that location.

How often should my instrument be calibrated?

We recommend annual calibration by trained MaxCyte personnel. Contact your local Business Manager, Field Applications Scientist (FAS), or Field Support Engineer (FSE) to schedule a calibration.