What is covered, what is not, and how fast we turn up
Service contracts are where suppliers hide the margin and the exclusions. Ours are published. Read the coverage matrix, read the exclusions, then decide which tier is honest value for the asset in question - including the option of no contract at all.
Warranty on everything we sell
Every unit ships with warranty cover before any paid plan is discussed. The term depends on condition category, and it is stated on your quotation, not buried in terms.
New equipment
Manufacturer term
Typically 12-36 months
- Full manufacturer parts and labor
- Software updates within the warranty period
- We handle the manufacturer claim on your behalf
- Warranty registered by us at commissioning
Certified pre-owned
12 months
Manufacturer-backed
- OEM refurbishment with factory documentation
- Parts and labor for the full term
- Same escalation path as new equipment
- Extendable to 36 months at purchase
Refurbished in-house
12 months
Backed directly by us
- Parts and labor for the full term
- Replaced-parts list supplied at handover
- Calibration certificate with measured values
- Loan unit if a repair exceeds five working days
Service plan comparison
Four tiers. Pick per asset, not per facility - there is rarely a reason to put a fixed CT and a stack of vital signs monitors on the same coverage level.
| Coverage | Essential | Standard | Critical | Managed fleet |
|---|---|---|---|---|
| Planned maintenance visits | 1 per year | 2 per year | Quarterly | Continuous programme |
| Telephone triage | Next business day | 4 business hours | 1 business hour | Dedicated line, immediate |
| On-site response target | 3 business days | Next business day | 4 hours, 24/7 | Agreed per asset class |
| Coverage hours | Mon-Fri 8-5 | Mon-Fri 7:30-6 | 24/7/365 | 24/7/365 |
| Labor on corrective repair | Discounted rate | Included | Included | Included |
| Parts | Quoted per job | Discounted | Included* | Included* |
| Calibration & safety testing | Included at PM | Included at PM | Included at PM | Included at PM |
| Loan / rental during long repairs | Not included | On request | Included over 5 days | Included over 2 days |
| Remote diagnostics | Where supported | Where supported | Where supported | Proactive monitoring |
| Compliance documentation | Included | Included | Included | Included + quarterly report |
| Asset register & lifecycle reporting | Not included | Annual | Annual | Quarterly review meeting |
| Clinical refresher training | Not included | Not included | 1 session per year | Scheduled programme |
* Parts inclusion excludes consumables, operator-damaged items, and a small number of high-value assemblies - typically X-ray tubes, MRI cold heads, detectors and batteries - which are listed individually on your agreement with their own coverage terms. Nothing is excluded silently.
What no plan covers
Published up front so it is never a surprise on an invoice.
- Consumables and accessories - electrodes, probes, cuffs, printer media, filters and reagents.
- Damage from misuse, dropped devices, liquid ingress or unauthorised modification.
- Failures caused by facility power quality, water supply or HVAC outside device specification.
- Work performed on the device by a third party without prior written agreement.
- Software licences, subscriptions and cybersecurity patching sold separately by the manufacturer.
- Relocation of equipment between rooms, floors or sites - quoted as a separate project.
- Cosmetic wear that does not affect function or safety.
How the agreement works
Term and renewal
Annual, or multi-year at a reduced rate. Renewal is not automatic - we send a renewal quote 60 days out and you decide.
Cancellation
60 days written notice, with unused pre-paid coverage refunded pro rata. There is no exit fee.
Adding assets
New equipment can be added mid-term at a pro-rated rate. Disposals can be removed the same way.
Missed targets
If we miss a contracted on-site target, the affected month is credited. It is stated in the agreement, not offered as a goodwill gesture.
Escalation path
Named service manager, then operations director, with contact details issued at contract start rather than requested during a crisis.
Transferability
Coverage transfers with the asset if it is sold or moves between sites within your organisation, on written notice.
Send us your asset list
We will map each item to the tier that makes economic sense - and flag anything where a contract costs more than running to failure and replacing it.