Service Plans - Shimadzu Medical Systems USA

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SERVICES & PLANS

A brief overview of the types of service we provide, followed by a description of our three tiers of service plans.

As an independent Northwest company, we are invested in the success of the health care providers we serve. We see ourselves as a service company that sells industry-leading radiology solutions. With this focus in mind, we have developed a robust range of support services that are delivered by our expert, factory-trained service specialists.

Equipment Support

Our 3- and 5-year Service Contracts help you get the most out of your investment over the long-term and ensure the least possible downtime for your critical imaging systems.

30-minute service response times and 24/7 on-call availability
Remote connectivity – many issues can be diagnosed and resolved remotely
Clinical engineering parts support
Preventative Maintenance
Relocations
Free software updates and training
Rent / loaner program for digital x-ray systems when equipment is out of service
Certified, always calibrated test equipment
Keep critical parts in local parts depot, including x-ray tubes

Applications & Training

We are committed to ensuring that technological advancement does not replace technical proficiency. While most other service companies don’t offer application support, we see continuous internal and customer education as a priority that is central to our vision. Shimadzu Medical Systems can provide:

Proprietary software, user training and user support
Factory training by certified engineers
Connectivity & Security: latest firewalls, threat management
VA, military, Biomedical, clinical engineering, super user training
Wiki support site
Training at SMS NW Branch and onsite at customer location

LEVEL 3: TOTAL CARE

Shimadzu-NW recognizes that it is in everyone’s best interest that medical imaging equipment is well-maintained, starting with the patient. Our comprehensive service offerings provide increased durability, easier maintenance, and a lower total cost of ownership.

Following the one-year warranty on our customer’s equipment, Shimadzu Medical System’s TOTAL CARE service level provides our customers with our premium Total Care Service Contract (full service) program and renowned response time. This includes:

Preventative Maintenance inspections per manufacturer specifications during contract hours
Labor and travel included for all emergency and remedial service calls during contract hours
All replacement parts required to maintain the system to the manufacturer’s specifications, including options to include high-cost replacement parts such as glassware (X-ray tubes) and detectors
Equipment inspection
Equipment calibration
Operating System updates, as prescribed by imaging software manufacturer
DR software updates
Loaner detectors (for a discounted fee), if available
Loaner portables (for a discounted fee), if available

Total Care Options:

IT Support
Digital detector drop coverage insurance
Equipment relocation services
Site planning services
Equipment rental services

LEVEL 2: PARTNERSHIP

Following the one-year warranty on equipment, our PARTNERSHIP service level provides responsive and collaborative service options that enable our customers to receive a discount on Shimadzu Medical System’s Total Care Service Contract by utilizing their in-house imaging engineer.

Advanced 1st Call Service

The Advanced 1st Call Service Contract requires that the customer’s in-house imaging service engineer has been factory trained and certified on the Canon CXDI and Shimadzu systems. This engineer will be the first responder to all service calls. The in-house engineer will have been on site for a minimum of two hours prior to requesting on-site support from Shimadzu Medical Systems. Of course, telephone support from Shimadzu Medical Systems will be available 24/7.

LEVEL 1: ACCESS

Following the one-year warranty on our customer’s equipment, our ACCESS service level provides our customer’s with two service options:

Preventative Maintenance (PM) Only

The PM Only service contract performs the most essential service requirement specified by the manufacturer, which is the Preventative Maintenance equipment inspection and service. This service ensures that the customer’s new equipment is:

Operating in accordance with the manufacturers specifications
Electrical and mechanical calibrations performed
Cleaned and lubricated
Compliant with FDA regulations for accurate X-ray output, proper beam limiting function, installed safety modifications and more

Parts Only

X-ray systems are complex and expensive pieces of equipment that have electrical, electronic, and mechanical components that wear due to use over time. However, heavy usage, improper service or misuse can accelerate the need for replacement parts.

Parts Only service provides our customers with a way to reduce the cost of parts replacement and effectively budget for those costs. This program can be customized to cover some or all of the replacement of defective parts on their equipment that fail due to normal wear and tear.