TECHNICAL SUPPORT. Flexible service options for your CME Medical infusion devices.

Transcription

1 TECHNICAL SUPPORT Flexible service options for your CME Medical infusion devices.

2 Contents Five Reasons to Make CME Medical Your Technical Support Partner 4 Three Levels of Cover to Choose From 5 All Inclusive Cover 6 IPMR Service Cover 7 Fixed Cost Repairs 8 Clip-on Options 9 Provisions and Responsibilities Technical Training Online Technical Helpdesk 18 Notes 19 2

3 Five Reasons to Make CME Medical Your Technical Support Partner 1. Manufacturer s quality and track record In line with CQC guidance, as the manufacturer of our devices we can offer the highest levels of quality and expertise when servicing or repairing our devices. Nobody knows more about our products than we do. 2. Fast turnaround times We have a large team of expert in-house and field based engineers. We also hold a comprehensive range and stock of spare parts. 3. High-quality service and peace of mind We are certified to the quality standard BS EN ISO 9001:2008. In addition, our Technical department are certified to BS EN ISO for the service and repair of medical devices and the provision of technical training. 4. Engineers on call Support is only a phone call away, through our dedicated helpline, call or service@cmemedical.co.uk. 5. Service to suit you Tailor your technical support package to your specific requirements. 3

4 Three Levels of Cover to Choose From 1. All Inclusive Cover 2. Inspection, Preventative Maintenance and Recalibration (IPMR) Service Cover 3. Fixed Cost Repairs Each level of cover is explained in the pages that follow. Simply choose your desired level of cover and then clip-on the options that suit you. 4

5 1. All Inclusive Cover Summary of Cover A service care plan which provides all inclusive cover for your device all year round. It includes inspection, preventative maintenance, recalibration and any parts or repairs which may be required. Annual contract - available as a one, three or fiveyear care plan. Key Elements Included Parts and labour - includes one inspection, preventative maintenance and recalibration (IPMR) service per year. Where necessary, any lifed parts 1 will be replaced. All repairs - parts and labour are covered in the event of device failure due to a mechanical or electronic fault 2. Software updates - software updates will be made at the time of the IPMR service. If a software update is required the engineer will inform you prior to carrying out the update 3. Service scheduler - a reminder will be issued when your service is due. Clip-on Options Field support - service at your site. Loan device - a replacement unit may be loaned to you while your device is being serviced. 5

6 2. IPMR Service Cover Summary of Cover A quality service plan which provides inspection, preventative maintenance and device recalibration in a single annual service event. Annual contract - available as a one, three or fiveyear plan. Key Elements Included Lifed parts and labour - covers one IPMR service per year, including the replacement of lifed parts 1 if required. Software updates - software updates will be made at the time of the IPMR service. If a software update is required the engineer will inform you prior to carrying out the update 3. Service scheduler - a reminder can be issued when your service is due. Clip-on Options Field support - service at your site. Loan device - a replacement unit may be loaned to you while your device is being serviced. 6

7 3. Fixed Cost Repairs Summary of Cover This option requires no annual contract or agreement and offers you a fixed response at a fixed price at the time of need. Key Elements Included Fixed cost - one fixed price irrespective of what servicing or repairs are required. All parts and labour included in the cost, be it service or repair. No annual contract - includes device recalibration following any repairs or servicing Software updates - software updates will be made at the time of the IPMR service. If a software update is required the engineer will inform you prior to carrying out the update 3. Clip-on Options Field support - service at your site. 7

8 Clip-on Options Clip-on options offer further customisation of your service contract if you want that little bit extra you can tailor your contract by clipping-on additional features. Field Support Loan Device Service, maintenance and repairs are carried out at your site by our Technical Field Support Engineering team. Upon request, a loan device will be provided when your unit is returned for service or repair. Upon receipt of your device and completion of all documentation a loan device will be provided while your device is being serviced or repaired. The device must be returned to the technical support department within seven days of the return of your own device. NOTE: Further charges will be incurred if the loan device suffers damage whilst under your care or if the loan device is not returned within seven days of the return and receipt of your own device. 8

9 Provisions and Responsibilities Service Provision Technical support is available between 8:00 am and 6:00 pm, Monday Friday (excluding bank holidays and Christmas shutdown). Workshop turnaround time is 10 working days (with a guaranteed loan unit if a device cannot be repaired within that time frame). Field support is scheduled in collaboration with you. In case of breakdown or emergency, we aim to attend within 12 working hours. Resolution time may vary, dependent on the cover selected. Maintenance of all devices takes place at our purpose-built facility in Blackpool or at your site; in the case of the latter we will require a suitable environment in which to carry out the work. In the event of any delay you will be notified and options will be provided. Service history is held within our service system. All items are returned after service with a service report detailing your comments, work carried out, tests completed and parts used. In the event that the work is not covered by your contract, for example if a device has suffered damage through misuse, a quotation will be provided with a request for a purchase order. On receipt of your purchase order we will then continue with your unscheduled repair. 9

10 Infection Control All devices received by CME Medical are treated as contaminated. This is part of our repair procedure to ensure cross-contamination does not occur in the repair environment. To ensure the safety of couriers and field support engineers, you should decontaminate all devices in accordance with the manufacturer s guidelines before sending them to us for service. Devices which have not been adequately cleaned will be logged with photographic evidence and you will be notified. A device may suffer damage through fluid ingress, but as this is not always visible when it occurs we accept that you may not be in a position to notify us of such damage. Fluid ingress typically may be detected only at the decontamination phase of repair. 10

11 Provisions and Responsibilities Service and Repair Information Provision A central service booking and technical assistance helpline is available during working hours. Alternatively, you may use our Online Technical Helpdesk ( to arrange and track your device through the service process. Voic Outside normal working hours a voic service is operated. We will respond to messages the next working day. Please leave as much detail as possible in your voic to ensure a quick and accurate resolution. You will be requested to state the following information: location type of device and model name serial number detailed fault description (highlighting area of fault and symptoms) contact information. For devices covered under our Fixed Cost Repairs plan we will also require written confirmation of your purchase order number. During normal working hours you will receive a telephone response within one hour to discuss technical support. All of the details listed above must be included in writing with the returned device as a record for the engineering team. Failure to provide these details may result in a longer resolution time. 11

12 Upon receipt of your device the information provided will be checked with our service system and the serial number history will be checked. The service record will be updated with the settings and events of the device upon receipt, except in such cases where the device is damaged and this information cannot be retrieved. All products returned to CME Medical must be packaged securely in a suitable container and protected against damage whilst in transit. Damage that occurs due to inadequate packaging is not covered by any CME Medical service contract. Site Access (Field Support Only) If your service contract is field-based, reasonable access to your site should be provided to CME Medical staff. If specific rules or procedures that our staff must observe are in place at the site, these must be communicated at least 24 hours prior to the visit. In the absence of such rules, CME Medical technical field support procedures will be applied. All CME Medical staff are required to present themselves properly, dressed appropriately to carry out the task required. 12

13 Technical Training Partnering with Our Customers to Provide High Quality Technical Training In addition to offering the highest standards in technical service, support and maintenance, we are also able to offer our customers excellent technical training on our products if required. Our technical training may be facilitated at your premises or at our head office near Blackpool. We offer comprehensive technical training and certification on our products and can cater for up to eight delegates in any one course. Our technical training carries the Skills for Health Quality Mark and all of our courses are validated for two years. A refresher course will be required to ensure that your technical training remains up-to-date and to the highest standard after the two year validation period has elapsed. Detailed on the following page are our technical training offerings. Please contact us for further details or pricing. Technical Helpline: service@cmemedical.co.uk 13 The Skills for Health Quality Mark applies to both our clinical and technical training.

14 Technical Training Support Package Includes: docking station or Infrared dongle (T60/TPCA only) RS232 lead (all products) USB to RS232 adapter (all products) Bodycomm software (all products) diameter calibration tools (T34,TPCA and T60 courses only) fabric finger setting tool (BodyGuard courses only) no-go gauge (BodyGuard courses only) pin pusher (BodyGuard courses only) full day training for up to 8 engineers technical documentation to service and repair CME Medical products. access to our Online Technical Helpdesk. Courses: T34 Technical Training Course:- order code / part number = TT34 T60 Technical Training Course:- order code / part number = TT60 TPCA Technical Training Course:- order code / part number = TTPCA BodyGuard Classic Technical Training Course:- order code / part number = TTBGC BodyGuard ColourVision Technical Training Course:- order code / part number = TTBGCV 14

15 Technical Training CME Medical Head Office Training Includes: full day training at CME Medical head office near Blackpool with lunch provided technical documentation to service and repair CME Medical products access to our Online Technical Helpdesk. If hotel is required the day prior to the training, which includes B&B/Evening meal, add code TT300i ( VAT) to the final cost. Courses: CME Medical Head Office Training Course:- order code / part number = TT225i Additional hotel accommodation add on :- order code / part number = TT300i 15

16 Extended Learning Includes: refresher training Bodycomm training on-site technical training, without service kit. Courses: T34 Extended Learning Course:- order code / part number = STT34 T60 Extended Learning Course:- order code / part number = STT60 TPCA Extended Learning Course:- order code / part number = STTPCA BodyGuard Classic Extended Learning Course:- order code / part number = STTBGC BodyGuard ColourVision Extended Learning Course:- order code / part number = STTBGCV 16

17 Online Technical Helpdesk All our customers who purchase our technical service contracts or technical training courses will have free access to our new Online Technical Helpdesk. The Online Technical Helpdesk provides a user friendly portal to a broad range of technical information and related functionality. It gives our customers access to a great deal of technical information including: technical manuals and bulletins download of the Bodycomm software information regarding our service offerings or technical training courses parts lists and prices real time tracking of your devices which are with CME Medical for service the ability to request information or raise issues in a simple to use format with on line ticket tracking functionality so you can track your outstanding issue in real time solutions page how can we help you today? online resource and support solutions call back service you can leave a message on the system and ask us to call you back. Customers are provided with a unique log on username and password which allows a customised but secure view of technical information relating to their CME Medical devices. 17

18 Notes 1. Only components deemed lifed will be replaced. No other parts will be replaced for visible defects, including discolouration, marks, scratches, wear and tear, or for damage due to misuse, either malicious or accidental. ( Lifed refers to all parts that are to be replaced as part of a service schedule). 2. This does not cover wear and tear. If the device and components are in functioning order and it has been identified that the fault is aesthetic and poses no risk, no replacement will be made. User error is not covered under any contract. In the event that no first-line support is available, contact must be made with the technical support helpdesk to ensure any issue is confirmed prior to the device being classified as failed. This will aid in a rapid return to use. If this process is not followed, further costs may be incurred. 3. If you require further clinical training at this point, the upgrade will not be possible. We will advise our clinical training team and the software update will be postponed until the next service visit. If a software update has not been possible due to the clinical nature of the update, it will not be possible to reschedule a second visit to complete the update. If the device is seen again within the service period and the customer approves, the software update will be completed. 18

19 CME Medical UK Limited Kincraig Business Park Blackpool FY2 0PJ Tel: Fax: cmemedical.co.uk