Unwavering Support for Healthcare Providers

At VistaMed Technologies, our commitment to healthcare facilities extends far beyond the point of delivery. Serving over 500+ healthcare facilities globally, we understand that medical device reliability is critical to patient care. Our comprehensive after-sales service is designed to minimize equipment downtime, ensure clinical accuracy, and maintain full regulatory compliance (ISO 13485 & FDA/CE standards).

1. Industry-Leading Warranty Protection

We stand by the engineering and durability of our chronic disease monitoring solutions and advanced diagnostic equipment.

• 5-Year Standard Warranty: All core monitoring devices (including Blood Pressure Monitors, ECG Monitors, and Pulse Oximeters) come with a standard 5-year warranty against manufacturing defects.
• Warranty Scope: Covers hardware malfunctions and embedded software errors that occur under normal clinical use, strictly in accordance with the product’s official Instructions for Use (IFU).
• Extended Warranty Options: Available for high-value Medical Imaging Equipment and Intelligent Diagnostic Devices upon contract negotiation.

2. Return & Exchange Policy

To maintain the highest standards of hygiene, safety, and regulatory compliance, our return and exchange policy is structured specifically for B2B medical procurement.

• Defective on Arrival (DOA): If a device is found to be defective out-of-the-box, please notify our support team within 14 days of receipt. We will arrange for an immediate priority exchange at no additional shipping cost.
• Order Discrepancies: In the rare event of a shipping error or missing components, claims must be submitted within 7 business days of delivery.
• Hygiene & Sterility Restrictions: For safety and compliance reasons, devices that have been used in a clinical setting or where the sterile seal has been broken cannot be returned for a refund unless covered under a valid warranty claim.

3. Professional Repair & Calibration Services

Clinical accuracy is non-negotiable. Our repair and maintenance protocols are governed by our ISO 13485:2016 Quality Management System.

• Annual Calibration Included: To ensure ongoing precision (e.g., ISO 81060-2 for BP monitors, ISO 15197:2013 for Glucose meters), annual factory calibration services are included during the standard warranty period.
• Certified Technicians: All repairs are conducted by our factory-trained and certified biomedical engineers using authentic replacement parts.
• Loaner Equipment Program: For critical care facilities, temporary loaner devices may be provided during extended repair cycles to ensure zero interruption to patient care (subject to contract terms).

4. 24/7 Technical Support & Clinical Training

Equipping your medical staff with the right knowledge is vital for device efficacy and safety.

• 24/7 Technical Helpdesk: Our dedicated B2B customer service team is available around the clock to assist hospital IT, biomedical engineering, and clinical staff with troubleshooting.
• Free On-Site Training: For bulk procurement orders (50+ units), VistaMed provides complimentary on-site or live remote training sessions for your clinical staff, ensuring proper device operation and maintenance.
• Comprehensive Documentation: We provide full access to localized user manuals, quick reference guides, and technical maintenance documentation.

5. Software Updates & Data Security Compliance

For our Smart Digital Devices and AI-assisted Diagnostic Systems (e.g., IntelliScan series):

• Lifecycle Software Updates: Firmware and security updates are provided regularly to ensure IEC 62304 compliance and optimal performance.
• Data Privacy Assurance: During remote technical support or software troubleshooting, VistaMed technicians will NEVER request, access, or store Patient Health Information (PHI). Our support protocols are strictly HIPAA, GDPR, and Personal Information Protection Law compliant.

How to Initiate a Support Request

To process your request efficiently, please have your Device Serial Number (S/N) and Purchase Order (PO) Number ready.

• Technical Support Portal: [Link to B2B Ticketing System]
• Direct Phone: +0755-1234-4567 (Hours: Monday-Friday, 8:00 AM - 6:00 PM EST)
• Dedicated Support Email: [email protected]
• For urgent critical-equipment downtime, please use the emergency PIN provided in your SLA contract.

⚖️ Compliance & Regulatory Disclaimer

Important Notice for Procurement and Clinical Teams:

1. Warranty voidance: Unauthorized dismantling, third-party repairs, or usage outside the approved regulatory scope (e.g., FDA 510(k), CE MDR) will immediately void the manufacturer’s warranty.
2. VistaMed Technologies does not guarantee any clinical treatment outcomes or diagnostic absolute accuracy beyond the technical specifications validated by relevant regulatory bodies.
3. For specific terms and conditions regarding the procurement of Class III Medical Devices, please refer to your finalized Master Service Agreement (MSA).