BioFire understands that ongoing management of a diagnostics platform in the clinical laboratory or in clinic-based settings is not a trivial task. With that in mind, we aim to provide easy access to information and resources to help current customers use BioFire products with confidence.
As the leader in syndromic infectious disease diagnostics, BioFire is honored to be a partner in your important, lifesaving work. Learn how we’ve scaled up to meet unprecedented demand for our instruments and panels.
The BioFire Support team is comprised of several highly trained, experienced groups dedicated to your success.
With the urgent nature of patient and community care, we take pride in addressing all concerns quickly and accurately. bioMérieux is dedicated to providing world class customer support 24 hours a day, 7 days a week, 365 days a year.
For assistance please contact our customer technical support team at:
Field Application Specialists are specialized BioFire employees who ensure customer satisfaction during the initial installation and verification process of your BioFire® FilmArray® System. Your Field Application Specialist will provide appropriate training and ensure your team is ready to use your BioFire System and panels.
Medical Education Liaisons work directly with your clinicians and hospital staff in optimizing the use of the BioFire System in your facility. This may include working with your Antimicrobial Stewardship Program and Infection Control Committee as you change your protocols and clinical pathways in response to earlier pathogen identification and clinical diagnosis through the use of our BioFire® FilmArray® Panels.
How do I place an order or check on my existing order?
Contact Customer Service at salesorders@biofiredx.com or by phone at:
• +1-801-736-6354 x1502
• International Sales: +1-801-736-6354 x1502
Where can I find Safety Data Sheets?
• All of our SDS can be found on the Documents Page under Support.
Other Frequently Asked Questions, please visit our helpful FAQ page.
Specific product manuals are listed in the Instructions for Use and Manuals section of the documents page and will link to the e-labeling site for your convenience. The system maintains the full, up-to-date version of instruction documents, and customers can choose from multiple languages for download.
BioFire understands the need for technical procedures to be clear and unmistakable. We provide templates of the BioFire Panel procedures in CLSI format. Customers can download these templates and adapt them to meet the specific needs of their laboratory.
Technical Notes represent one form of communication that BioFire uses to relay information to customers. These documents generated by the Customer Technical Support team can be a valuable resource for the lab. Technical Notes are available for download through the documents section of the website.
BioFire Syndromic Trends (Trend) provides local and regional pathogen circulation trends on demand. Users can view pathogen trends for their lab as well as regional and national pathogen trends, all of which are created from de-identified data that has been aggregated with other participating institutions’ test data. BioFire Trend is a software feature offered to BioFire® FilmArray® Panel users at no additional charge.
