Service & Support

For over 50 years, Spacelabs Healthcare has been trusted by clinicians and technicians for quality products, and excellent support and service when needed. Our Customer First philosophy reflects our commitment to superior care for you and your patients.

Contact Service & Support

In the United States: 1(800) 522-7025

For areas outside the United States, please contact your regional office

Service Contract Overview

The following information explains the types of Service Contracts available in the United States. Each contract is designed to provide optimal product reliability and performance. Equally important, they are cost-effective and provide excellent value for money.

In order to provide our customers with access to the same high levels of service wherever they are in the world, Spacelabs offers several types of service contracts through all direct subsidiaries and we encourage our distributors to provide identical offerings themselves. Information on Service Contracts available in a specific country or region can be accessed through the inquiry form on this site or by contacting the appropriate Regional/Country office.

Service Plan in PDF Format Download Download (1.92 MB)

Warranty Options

8 x 5 Warranty

On-site coverage during normal business hours.
Warranty description identical to the 8 x 5 Support Plan specification.

Depot Warranty

Return to depot coverage.
Warranty description identical to the Depot Support Plan specification.

Support Plan Options

24 x 7 Support Plan

On-site coverage 24 hours a day, 7 days a week, 365 days a year.
Designed for customers who prefer that Spacelabs meet all of their service support needs 24 hours a day. All safety updates are included and our technical support and field service teams are available 24 hours a day, 7 days a week to ensure that your equipment is in peak operating condition. In the event that there is a problem that we can’t fix immediately, priority access to our dedicated pool of loan equipment is assured.

8 x 5 Support Plan

On-site coverage during normal business hours.
Designed for customers who prefer Spacelabs meet all of their service support needs within normal working hours. All safety updates included, plus our technical support team is available 24 hours a day, 7 days a week and our field service teams are available 8 hours a day, 5 days a week to ensure your equipment is kept in peak condition.

Depot Support Plan

Return to depot coverage.
Designed for Spacelabs customers who have less urgent equipment servicing needs. All safety updates are included and our technical support team is available 24 hours a day, 7 days a week to ensure that if there’s a problem that we can’t fix remotely, arrangements are made to get the device returned to our workshops for swift update or repair.

Parts Exchange Support Plan

Spare part coverage for trained biomeds.
Designed for Spacelabs customers whose biomed teams have completed our Spacelabs Certified Technical Training courses. Our technical support team is available 24 hours a day, 7 days a week to help diagnose problems and then to supply any parts required for your Spacelabs certified biomed staff to perform the repair.

Basic / Enhanced Software Support Plans

Software update coverage.
These low cost agreements are designed for Spacelabs customers who simply wish to ensure that their equipment’s software is updated to the most current level every year. The Enhanced plan provides additional 24 hours a day, 7 days a week direct access to our IT Product Specialists for ‘Mission Critical’ users. Selection of one of these plans is a mandatory requirement for customers buying our ICS G2 & HL7 interface products.

Custom Support Plan

An a la carte approach allowing customers select coverage to suit specific needs.
We appreciate that on occasion, a hospital may have some very individual and unique support requirements. For this reason, we’ve included a ‘Custom’ column in the specification matrix on the back of this sheet. Place a check mark by each of the services you require and we’ll be delighted to provide you with a quotation tailor-made for you.

Service Plan Portfolio

 WARRANTY TYPE SUPPORT PLAN TYPE
8 x 5 Warranty Depot Warranty 24 x 7 Support Plan 8 x 5 Support Plan Depot Support Plan Parts Exchange Support Plan Enhanced Software Support Plan Basic Software Support Plan Custom Support Plan
US BASED TECHNICAL SUPPORT                  
24x7 Telephone Support Includes weekends & holidays green green blue blue blue blue blue blue  
24x7 Access to IT Product Specialists Includes weekends & holidays             blue    
Remote Diagnostics Support Availability subject to equipment specification green green blue blue blue blue blue blue  
PREVENTATIVE MAINTENANCE (PM) Full OEM specification                  
Discount for On-site PM Coverage Discount from normal travel & labor charges 25%   50% 25%          
Discount for PM Parts used by FSE Discount provided in addition to any discounts currently in place 10%   20% 10%          
CORRECTIVE MAINTENANCE (CM) Full OEM specification                  
08:30AM - 05:00PM On-site CM Coverage Customer local time, FSE travel & labor included green   blue blue          
24 X 7 On-site CM Coverage Includes weekends & holidays, FSE travel & labor included     blue            
Return to Depot CM Coverage Labor & return shipping included green green blue blue blue        
CM Repair Parts Coverage Excludes supplies & accessories green green blue blue blue blue      
Priority Loan Equipment No charge, subject to availability     blue            
SOFTWARE SUPPORT                  
Safety Updates Includes FSE travel & labor green green blue blue blue blue blue blue  
Annual Performance Enhancing Updates Includes FSE travel & labor             blue blue  
Discount on Post Implementation Interface Support Includes any FSE travel & labor required 25%   50% 25%     50% 25%  

For more information about Service & Support options or to set up an appointment, please contact a Sales Representative.