Mindray Lifecycle Solution Guide
ePM Series Patient Monitors
Mindray’s Commitment to Quality
over the Lifetime of your Investment
This Lifecycle Solution Guide provides a comprehensive overview of Mindray warranty coverage as well as service agreement options available throughout the life of your patient monitoring system.
ePM Series 3-Year Warranty Support Plan
Comprehensive 3-year warranty coverage on ePM Series
monitors and modules includes:
- Supported by Mindray mail-in repair center; loaners available as needed
- Technical phone support 8:30 AM – 5:30 PM EST, Monday – Friday, excluding holidays
- After hours dispatch which guarantees a service professional call back within two hours
Support Services
Mindray is dedicated to providing cost-effective solutions for today’s healthcare organizations.
With your equipment purchase, you gain access to a service organization dedicated to maximizing equipment utilization, as well as your overall investment. Mindray offers the following services for the life of each platform:
- Technical Telephone Support
- Repair Center
- Regional Parts Bank
- Loaner Equipment
Service Options
In addition to the initial 3-year coverage, Mindray is committed to exceptional post-sale service. Options include:
- Biomedical Engineer Training
- Post-Warranty Services
- 24 x 7 Access to Mindray Field Service Professionals
- Software Maintenance Agreements
Software Maintenance Agreements
Systems today typically incorporate third-party operating platforms, as well as proprietary clinical applications and algorithm software.
A Mindray Software Maintenance Agreement (SMA) addressing application servers and patient monitors is designed to keep our customers at ease, by either safeguarding the functionality originally purchased via scheduled software patching and updates (Basic SMA) or by protecting from system obsolescence with annual application and operating system upgrades (Platinum SMA).
Multi-Tiered Service Agreements
| Contract Tier | Premium Care | Complete Care | Advanced Care | Basic Care |
| Tech Support 24 x 7 |  | | | |
| Corrective Repair Parts | | | | |
| Corrective Repair Labor | | | | |
| Corrective Repair Travel | | | | |
| Loaners | | | | |
| Parts Bank access 24 x 7 | | | | |
| Remote Support via VPN | | | ||
| Semi-Annual Preventive Maintenance | | |||
| Annual Preventive Maintenance | | | ||
| Additional Coverage Options | Premium Care | Complete Care | Advanced Care | Basic Care |
| 24 x 7 x 365 On-Site Response | | | | |
| Software Maintenance Agreements | | | |
Multi-Tiered Service Agreements
Available for purchase at Point-of-Sale or Post-Warranty
- Basic coverage or three platinum level choices (see table)
- Can include Annual or Semi-Annual preventive maintenance programs
- Annual agreements or expandable to 5-year programs for billing efficiency
- Customizable to meet specific requirements
- Service Agreements protect the hardware solutions for the life of your equipment
- Software Maintenance Agreements extend the software life with updates and upgrades
Contact Mindray today at [email protected]
or 877.913.9663 to discuss the benefits of ePM Series Service Solutions.
Mindray North America
800 MacArthur Blvd., Mahwah, NJ 07430
Tel: 800.288.2121 Tel: 201.995.8000 Fax: 800.926.4275 www.mindray.com
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