Service Solutions
Protect your investment, increase product uptime, and manage service costs
Masimo’s service and repair network includes strategically placed depot repair facilities around the world. Our repair depots are staffed with factory trained personnel and include the latest in patient monitoring test equipment.
Normal business hours for telephone support are noted below. During non-business hours and on Masimo-observed holidays, response time for speaking with a qualified technical services representative will be within 2 hours (typically under 30 minutes). Emergency services may be available after normal business hours. See below for local contact numbers.
| Region | Availability | How to Reach Us | |
|---|---|---|---|
| - Non-medical product - Animal Health |
6:00AM to 5:00PM PST Mon-Fri |
TechSupport-US@masimo.com | +1 877 964 8378 |
| - X-CAL | 6:00AM to 5:00PM PST Mon-Fri |
XCAL@masimo.com | +1 877 932 XCAL |
| Americas | |||
| - United States | 6:00AM to 5:00PM PST Mon-Fri |
TechService-US@masimo.com | +1 800 326 4890 x2 |
| - Canada | 8:30AM to 4:30PM EST Mon-Fri |
TechService-CA@masimo.com | +1 888 336 0043 x3 |
| - Mexico | 6:00AM to 5:00PM PST Mon-Fri |
TechService-MX@masimo.com | 01 800 099 0593 |
| Japan | 9:00AM to 6:00PM JST Mon-Fri |
TechService-JP@masimo.com | +81 47 328 5401 |
| Europe, Middle East & Africa | 8:00AM to 5:30PM CET Mon-Fri |
TechService-EMEA@masimo.com | +41 32 720 1155 |
| - Switzerland | 8:00AM to 5:30PM CET Mon-Fri |
TechService-CH@masimo.com | +41 32 720 1155 |
| - Spain | 8:30AM to 5:30PM CET Mon-Fri |
TechService-ES@masimo.com | +34 91 123 8714 |
| - United Kingdom | 8:30AM to 5:30PM GMT Mon-Fri |
TechService-UK@masimo.com | +44 11 831 500 03 |
| - Germany | 8:30AM to 5:30PM CET Mon-Fri |
TechService-DE@masimo.com | +49 89 800 658 99 x90 |
| - France | 8:30AM to 5:30PM CET Mon-Fri |
TechService-FR@masimo.com | 0800 006 001 |
| - Italy | 8:30AM to 5:30PM CET Mon-Fri |
TechService-IT@masimo.com | +39 02 4507 6310 |
| - Saudi Arabia | 8:00AM to 5:00PM Sun-Thu |
TechService-SA@masimo.com | +966 11 473 2750 |
| Asia-Pacific | 9:00AM to 5:00PM SGT Mon-Fri |
TechService-APAC@masimo.com | +65 3163 9998 |
| - India | 9:30AM to 6:30PM IST Mon-Fri |
TechService-IN@masimo.com | +91 80 453 88888 |
| - Singapore | 9:00AM to 6:00PM SGT Mon-Fri |
TechService-SG@masimo.com | +65 3163 9998 |
| - China | 9:00AM to 5:00PM CST Mon-Fri |
TechService-CN@masimo.com | +86 10 8201 0586 |
| - Australia & New Zealand | 9:00AM to 5:00PM AEST Mon-Fri |
TechService-CN@masimo.com | +61 1300 627466 |
| - South Korea | 9:00AM to 5:00PM KST Mon-Fri |
TechService-CN@masimo.com | +86 10 8201 0586 |
Protect Your Investment
In today’s fast-paced medical environments, accidents happen and equipment can become damaged. Because caregivers and patients depend on that equipment, downtime must be kept to an absolute minimum. Masimo offers multiple service options to meet all of your support needs.
- > Protection+ for devices (PN 8010) – Complete coverage for all Masimo devices, giving you peace of mind for those frequent, unpredictable incidents.
- > Protection+ for SafetyNet (PN 2458) – Expanded coverage to keep your Patient SafetyNet™* system in top form and always up to date.
- > Out of Warranty Repair (PN 3038) – All out-of-warranty repairs are completed at one low flat rate, eliminating the time that a device is out of service waiting for a repair quote.
- > Masimo’s Warranty (PN 3415) devices or (PN 8013) SafetyNet – Simply extends the standard one-year manufacturer’s warranty. You may purchase an extended warranty at any time.
- > Expedited Replacement (PN 2545) – For those situations where you need a device in less than the standard turn-around time, we can expedite your repair. This low cost, per-event charge allows you to receive a fully refurbished replacement or a loaner unit shipped the next business day.
Protection+ for Devices
In addition to the standard limited warranty that comes with all Masimo devices, additional protection is available with Protection+, which is purchased with the device or system. Protection+ is designed to maximize product uptime, improve efficiency, and protect your budget from unpredictable repair costs.
Device Coverage Summary
Product Eligibility: All monitors and docking stations
| Extended Warranty* | Protection+ | |
| Warranty Repair (Workmanship related) |
✓ | ✓ |
| Battery Replacement |
✓ | |
| Accidental Damage (Including broken enclosure, drops, cracked screen, etc.) |
✓ | |
| Fluid Instrusion (i.e. cleaning solution damage, etc.) |
✓ | |
| Performance Verification (i.e. electrical check, battery check, functional test, alarm check, software updates, etc.) |
✓ | |
| Stolen Device Replacement | ✓ |
* Purchase option to extend Masimo’s warranty available
Protection+ for SafetyNet
Protect the system that keeps your patients protected
Masimo Protection+ is not only available for your Masimo devices; it now offers expanded coverage for the Masimo Patient SafetyNet system. Protection+ for SafetyNet includes unlimited phone and remote support as well as on-site service when required. This unique service offering covers software updates and upgrades and provides discounts on newly released appliances giving you a path to Masimo’s latest technology at all times.
| Extended Warranty* | Protection+ | |
| Support by Phone | ✓ | ✓ |
| Support by VPN | ✓ | ✓ |
| Hardware Repair or Replacement |
✓ | ✓ |
| Software Updates (.x) | ✓ | ✓ |
| Product Specialist Training (onsite) | ✓ | |
| Software Feature Upgrades (.x) | ✓ | |
| On-Site Response/Hot Spare (NBD/Best Effort) | ✓ | |
| Rapid Response on Hardware Replacements | ✓ |
Masimo Technical Services has won the 2011, 2012, 2013, 2014 and 2015 NorthFace Scoreboard Awards. This award is presented annually by Omega Management Group Corp. to recognize organizations that not only offer exemplary customer service but who are also committed to and are successful in exceeding their customer’s expectations. “Due to its unique ‘customer only vote’ criteria, the NorthFace ScoreBoard Award has been viewed as the only objective benchmark for excellence in customer service.”
Resources
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Brochure Masimo Service Solutions |
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Pamphlet Masimo Service Solutions |
* The use of the trademarks PATIENT SAFETYNET is under license from University Health System Consortium.
