SERVICE POLICY
Overview:
MTRE is committed to support all the customers purchasing MTRE equipment as defined in
the service policy based on the products described in Product Classification.
MTRE supports the end-user, via the local distributor that is committed to support the
products in the territory as defined in the distributor's contract.
MTRE's policy is to support the equipment purchased by the customer for a period of 7
(seven) years from date of invoice.
See more details in Customer Support commitment
For all service assistance or Support the customer is required to contact the Service Support
team via the "Service Call Technical Assist request Form'.
Technical service support is obligatory for all MTRE products that are sold by a distributor or
a 3rd party to the end-user.
The distributor will undertake to maintain an adequate service center by means of certified
technicians within the territory for installations and servicing of the MTRE Products as per
the clauses within distributors contract.
MTRE provides Technical and Clinical Training for hardware and software.
MTRE provides Updates and Upgrades at MTRE's facilities for all devices listed in Product
Classification.
MTRE provides Technical Support, Service and Users Manuals for each of these systems.
Service during the Warranty Period
Products manufactured by MTRE Ltd. carry warranty that covers production failures and
defects materials only. Upon receiving service call form during the warranty period, MTRE
shall, at its discretion, either repair or replace products which prove to be defective. Repairs
or replacement carried out under warranty will bring the product into compliance with all
applicable specifications published in corresponding technical support documentation.
Duration and commencement of warranty period
The warranty period for each product is:
• 13 months for Systems
• 90 days for accessories
Note:
Accessories warranty is limited to reusable items, it does not include disposables.
The warranty period begins on the shipment date from MTRE.
Warranty Parts Replacement
Warranty does not include labor.
Repairs must be performed by personal trained and authorized by MTRE.
Spare parts should be available at the distributor service department, as per MTRE’s
recommendation.
Defective items may be sent by the distributor to be repaired at no cost to MTRE’s service
department, alternatively the distributor may order Exchange parts from MTRE.
•
Defective, unused, items will be exchanged for new.
•
Defective, used, items will be exchanged either by a new item or by a refurbished
part.
Debit/Credit of Warranty Items
•
A No-Charge invoice will be issued.
•
The faulty item must be returned within 60 days from the invoice date of the
exchanged item. If it is not returned within that period an invoice for a 100% of the
items value will be issued.
Shipment cost and delivery of items under warranty
•
MTRE will cover the cost of shipment to the distributor.
•
The distributor will cover shipment cost to MTRE
•
MTRE will do its utmost to exchange defective items, under warranty, within 45 days.
•
MTRE will do its utmost to repair defective items, under warranty, within 14 working
days from the time the defective part received at MTRE service department.
Note: MTRE will inform the customer in cases where the repair time will exceed 14
working days.
Limitation of Warranty
MTRE warranty is limited only to the material and workmanship and does not include any
direct or indirect incidental and/or consequential damages including for any bodily injury,
in connection with the use of the Products or as a result thereof.
Company warranty shall be valid only subject to and as long as:
•
The distributor uses the equipment (components, spare-parts, accessories) bought
fully from MTRE, and any replacement for such equipment is done by MTRE direct or
authorized field engineer certified by MTRE.
•
The distributor installed and operated the system according the company instructions
and procedures.
•
The installation was performed in accordance with the hospital safety policy.
•
The system was maintained according to MTRE's Users and Service Manuals.
The foregoing warranty shall not apply to defects resulting from:
•
Inadequate or improper maintenance, according to the service manual and User
Manual provided for each product.
•
Interfacing of MTRE equipment to products manufactured by others without MTRE
permission.
•
Unauthorized modification or mishandle.
•
Operation outside of the environmental specifications for the product, as defined in
the service manual.
•
Site survey requirement as defined in the service manual was not complied.
Software License, Warranty & Update Policy
With the purchase of each MTRE system, MTRE extends to the purchaser of a nontransferable, single product, lifetime software license.
MTRE’s warranty covers product software for the same time period as the product
hardware.
Newly purchased software options, installed in existing customer systems, have a one
year warranty.
MTRE may, periodically, provide updates for software.
Mandatory update:
Definition: Any software update which affects a critical operation in the system is
deemed mandatory by MTRE.
The Distributor will be informed of Mandatory Updates by a Service Bulletin Release with
the software update description. The Distributor should implement mandatory updates
to all end users and inform the Service Department of all updated devices.
Mandatory updates will be provided at no charge.
Routine update:
Definition: Update which modifies the performance or operation of a currently installed
software option, but is not deemed mandatory.
These updates will be charged to the customer.
Note: To assure operational compatibility with installed customers' systems, a hardware
update may be required with software updates in any of the clauses above. In these
cases the software updates documentation will define the minimum hardware
configuration to support the new software update.
Important Note: Device functionality has to be fully tested by the distributor after the
hardware or software change/repair/update.
Service after the Warranty Period
•
MTRE is obliged to maintain spare parts during a period of 7 years after
manufacturing the equipment (Including the warranty period).
•
MTRE is committed to supply original spare parts or equivalent items during the
above mentioned period.
•
MTRE provides in-house service repairs for the faulty equipment or alternatively at
the end user site (See fees below).
•
MTRE provides at the HQ offices in Israel, Technical Service Courses to the
distributor's technical staff. (See fees below)
•
MTRE provides Installation and Training Courses at the end user's site as per a
defined fee which is quoted individually for each installation.
•
MTRE provides an exchanged parts program based on a special price exchange
policy; the faulty part has to be returned to the manufacturer.
•
MTRE provides technical and user manuals for all products supplied to the
distributor.
•
MTRE provides a recommended spare parts list for the distributor's stock to support
the products in the local territory.
Technical Training
Service training courses are held at MTRE's facilities.
The service training fee in the above case is provided at no-charge; however the
distributor will have to cover the accommodation and flight tickets for the engineers.
The length of training will be as following:• CritiCool/Allon/CritiCool Pro – Technical
2 days
Service Response
• Response time for service calls is as follows:• For telephone calls during working days
within the working hours
• For telephone calls during weekend
within 3 days
• Request for RMA
within 2 working days
• In case of emergency there should be a special agreement or service agreement.
• Field repairs by MTRE engineer according to the response to the "Service Call
Technical Assist Request Form" or a service agreement.
In all cases the relevant information must be sent to MTRE via a "Service Call Technical
Assist Request Form"
Spare Parts
The distributor is obliged to keep in his stock spare parts and accessories as
recommended by MTRE to support the installed base.
Field Support & Field Training
MTRE provides a variety of field support services which complements the local
organization/distributor and includes:
• Software Support Services
• Installation & Product Support Services
• Clinical Applications Support Services
• Repairs in the field will be at module/board level (Component level are not field
supported)
MTRE provides on-site installation by its engineers only if there is a written request by
the distributor and has covered by an installation fee based on;
All traveling, accommodation and labor cost will be covered by the distributor. (See
below)
Fees
If the equipment is under warranty there is no cost to the distributor (Freight, Insurance
& Customs fees will be covered by the distributor).
Costs for equipment after warranty period:
Service in house
See service price list
Service on site abroad
$900/day Plus traveling and accommodation costs.
All the prices of the spare parts/repairs/exchange are available in the Spare Parts Price
List. Parts index
All repairs by MTRE include a 3 (three) month warranty to the customer.
The distributor will cover all expenses (Freight, Insurance & Customs fees) for all the
spare parts and repaired equipment which is shipped by MTRE unless there is a separate
clause within the distributor's contract.
Product Upgrade Policy
MTRE may initiate product upgrades in order to:1. Make product Improvements
2. Correct system anomalies (Bugs)
3. Introduce new Features
MTRE will release the upgraded software and hardware along with a field action upgrade
form.
The upgrade form should be filled out and returned to MTRE within 30 days of its receipt.
Exchange Procedure Policy
The Distributor should contact MTRE, using the "Service Call Technical Assist Request
Form
The request must list the following:
1. A description and P/N of the faulty item.
2. An explanation of the reason for the request.
3. The S/N of the unit the item was taken out of.
4. Customer purchasing order number for exchanged/repaired item.
5. Detailed shipping instructions including if partial shipment is allowed.
The international customer support department will confirm the request only if it fulfills
the following:i)
The item requested for exchange appears in the exchange column in the MTRE’s
Spare Parts List
ii) The form was completely filled.
Once the request is approved, the customer support dept. will advise the distributor to
open an RMA (Request Material Authorization) number which is identical to MTRE’s Sales
Order Number.
Debit/Credit of Exchanged Items
The debit/credit of an exchanged item will be carried out in the following manner:
1. An invoice for 60% of the items value (already calculated in the exchange column) will
be issued.
2. The faulty item has to be returned within 60 days from the invoice date of the
exchanged item. If it is not returned within that period an additional invoice for 40%
of the items value will be issued (thus making it a total debit of 100%).
Prices of Exchange are according to the MTRE’s Spare Parts List.
Shipment of non-warranty items both to and from MTRE will be paid by the distributor.
Repair Policy
Boards and Sub Assy.
Items that are being returned to MTRE for repair will follow the same procedure as an
exchanged item (as mentioned above).
Only items marked with price in the repair column in the spare parts list can be sent for
repair.
MTRE undertakes to repair faulty equipment within 14 working days after receiving the
unit at the company, MTRE will inform the customer in case the repair time will exceed
the 14 working days.
Fees
1. Items under warranty – repair at no charge, the distributor will be responsible for one
way shipment cost.
2. Items out of warranty:
Items sent for repair will be debited according to the Service Spare Parts Price List. See
Service Index.
2.1. Prices for repair are net FOB Israel. Shipment of the items both ways will be paid by
the distributor.
Units for repair/exchange
CritiCool/CritiCool Pro/Allon returned to MTRE for repair/exchange will follow the same
procedure as repair/exchanged items.
MTRE undertakes to repair faulty equipment within 14 working days after receiving the
unit at the company, MTRE will inform the customer in case the repair time will exceed
14 working days.
The distributor should have the resources to be able to loan equipment to the end user
during the period of service/repairs.
Fees
1) Units under warranty – repair at no charge, the distributor will be responsible for
one way shipment cost.
2) Units out of warranty sent for repair/exchange will debit according to the following:
a) Boards (exchangeable) will be charged at the exchange price**.
b) Items not exchangeable will be charged in accordance to the price list.
c) Additional 2 hours labor fee will be added.
3) Prices for repair are net FOB Israel. Shipment of the items both ways will be paid by
the distributor.
4) The exchange items can be new or refurbish.
** The Exchange Policy is only valid for a repairable item.
Safety Policy
Always adhere to the safety precautions and instructions of the Hospital and MTRE as
applicable!!
Throughout this document MTRE shall be understood to refer to MTRE Ltd.
Publication No. FAG-000-000
Revision: November 2012
Copyright © MTRE Ltd. 2012. All RIGHTS RESERVED
Registered trademarks are the intellectual property of their respective holders.