Straight answers, before you ask

Every quotation is itemized. Equipment, accessories, freight and rigging, installation labor, training days and the first year of service coverage each appear as their own line. You can accept, remove or re-scope any of them. We do not fold service into the capital price to make the headline number look smaller, because that only hides the real cost until renewal.

New equipment ships from the manufacturer with full factory warranty. Certified pre-owned units are refurbished by the original manufacturer and carry a manufacturer-backed warranty. Our own refurbished inventory is rebuilt in-house against a documented eight-stage process, and ships with the replaced-parts list, calibration certificate and electrical safety results for that specific serial number.

Yes. Send your GPO affiliation or contract number with the request. Items that fall under contract are quoted at those terms, and anything off-contract is quoted separately so your finance team can see exactly where the split sits rather than taking a blended number on trust.

No. Scoping visits, site surveys for quotation purposes and the quotation itself are free, including for projects we do not end up winning. We charge for work, not for conversations.

Regularly, and it is one of the few things we would ask you to judge us on. If your existing system has several good years left, or a lower-specification model does the clinical job, we will say so and quote the service contract or the smaller configuration instead.

Yes. Serviceable equipment often retains real secondary-market value. We appraise it against current market conditions, credit it against your order, and handle de-installation, data sanitization and removal as part of the project.

In-stock accessories and portable devices ship in three to five business days. Configured diagnostic systems typically run three to six weeks. Fixed imaging - MRI, CT, fixed radiography - runs eight to twenty-eight weeks depending on manufacturer build allocation and how much work your room needs. The current lead time is written on every quotation, and we tell you the day it moves.

We produce the site requirements package covering floor loading, power, HVAC, shielding, and door and route dimensions, then coordinate directly with your facilities team or general contractor. A named project manager owns the schedule through to acceptance testing. You are never handed a specification sheet and left to work it out.

Delivery, rigging or inside placement, assembly, utility connection, network and PACS integration where applicable, calibration, electrical safety testing, acceptance testing against the manufacturer protocol, and a signed handover file. Basic operator orientation is included; full clinical in-service training is scoped separately because it needs proper time.

Yes, and for occupied departments it is usually the right answer. Evening, overnight and weekend installation is quoted as a line item so you can weigh the premium against the cost of lost clinical sessions.

Yes. De-installation, certified disposal or recycling, and documented sanitization of any storage that held patient information can all be added to the project scope, with a certificate of sanitization issued per asset.

It depends on the coverage tier, and every tier has a written target. On our Critical plan that is telephone triage within one business hour and a four-hour on-site target, twenty-four hours a day. Essential coverage is three business days. The target sits in the signed agreement rather than being left to best effort.

Yes, subject to a baseline inspection so we know what condition we are taking on. Multi-vendor fleets are normal for us. If a device is genuinely past the point where a service contract makes economic sense, we will tell you that instead of selling you one.

The affected month is credited. That provision is written into the agreement, so it is a contractual remedy rather than a goodwill gesture you have to negotiate for after a bad week.

That is what it is designed for. Every visit produces a dated service record naming the technician and their credentials, the work performed, parts replaced, calibration results and the next-due date, exportable in the format Joint Commission, DNV and state inspectors ask for.

On Critical coverage, a loan or rental unit is provided when a repair is expected to exceed five working days; on managed fleet agreements, two days. It is available on request under lower tiers and quoted at the time.

Where the manufacturer permits it, yes. We supply parts to in-house clinical engineering teams and will provide technical documentation and telephone support alongside them. Some manufacturers restrict parts and service keys to their own network, and we will tell you plainly when that is the case.

New equipment carries the manufacturer term, typically twelve to thirty-six months. Certified pre-owned carries a twelve-month manufacturer-backed warranty. Equipment refurbished in our own workshop carries a twelve-month warranty backed directly by us, covering parts and labor. The term is stated on your quotation, not buried in terms and conditions.

Consumables and accessories, damage from misuse or liquid ingress, failures caused by facility power or water supply outside device specification, unauthorised third-party work, manufacturer software subscriptions, and equipment relocation. A small number of high-value assemblies - X-ray tubes, MRI cold heads, detectors and batteries - are listed individually on your agreement with their own terms rather than excluded quietly.

Yes. We are a registered device establishment with the FDA, with device listings maintained for the categories we distribute, refurbish and service. Registration details, state distribution licences, certificates of insurance and W-9 documentation are issued directly to your procurement or compliance team on request.

We hold serial numbers against your asset list. When a manufacturer issues a field safety notice or recall affecting equipment we supplied, we contact you directly rather than waiting for you to discover it. Adverse events are reported to the manufacturer and, where required, to the FDA within statutory timeframes.

Yes, and we will work from your paperwork rather than insisting on ours. Any engagement where our engineers might encounter protected health information is covered by a BAA before work starts.

Yes, through third-party funding partners. Structures include dollar-buyout capital leases, fair market value operating leases, deferred and stepped payment schedules, and managed equipment programmes that combine equipment, service and refresh into one monthly figure. Terms run from twenty-four to eighty-four months.

Yes. Soft costs such as freight, rigging, installation labor, training days and the first year of service coverage can be rolled into the financed amount so the whole project lands as a single line rather than a capital request plus several operating ones.

Net 30 on approved accounts. Capital projects are usually structured as a deposit at order, a stage payment on delivery and the balance on acceptance, so your final payment is tied to a working, signed-off system rather than a delivery note.

Yes. We supply county health systems, VA facilities and university medical centres, and are set up for formal tender responses, sealed bids and the documentation those processes require.

Basic operator orientation is included with every installation. Structured clinical in-service training, competency assessment and biomedical technical training are quoted separately, because doing them properly needs scheduled time with staff who are not simultaneously running a department.

Where the manufacturer allows it, yes. We run technical training covering planned maintenance procedures, fault diagnosis, calibration and parts replacement, and provide the service documentation to go with it.

Refresher and new-starter sessions are included annually on Critical coverage and scheduled as a programme on managed fleet agreements. They can also be booked ad hoc at any time.

Yes. Every session produces an attendance register and, where competency assessment is included, individual sign-off records suitable for your personnel and accreditation files.