FAQ
Frequently asked questions
Straight answers on maintenance contracts, repairs, equipment purchases and how we work with biomedical and technical teams.
- 20 questions answered
- Maintenance contracts
- Repairs and troubleshooting
- Buying equipment
- Working with AxiTech
Maintenance contracts
A maintenance contract covers scheduled preventive maintenance, calibration and performance verification, and corrective repair for the equipment listed in the contract schedule. Each visit includes inspection, cleaning of serviceable assemblies, functional and electrical safety testing, measurement against the manufacturer's tolerances and a written report. Labour and travel for scheduled visits are included; the contract states for each item whether spare parts and consumables are included in the fee or quoted separately. Equipment is listed individually by make, model and serial number so there is never a question about what is covered.
Visit frequency is set per equipment type, based on the manufacturer's recommended service interval and how heavily the device is used. Critical or high-usage equipment is normally visited more often than low-usage devices, so one contract can carry several different schedules. The dates are fixed in the contract schedule at signature and confirmed with your team before each visit.
Yes — every calibration we perform is documented and issued with the visit report. The document records the device identified by serial number, the reference instrument used, the values measured before and after any adjustment, the tolerance applied, the date and the technician who carried out the work. These are the documents an inspector or accreditation auditor asks to see, so they are written to be filed directly in your equipment records.
Yes, equipment can be added to a running contract at any time by amendment. We quote the additional line, agree the visit schedule for the new device and pro-rate the fee to the end of the existing term, so all your equipment stays on a single renewal date. Newly installed devices are usually added at commissioning.
Yes — a multi-site contract covers a group's branches under one agreement with a single point of contact. Each site keeps its own equipment schedule, its own visit calendar and its own reports, while commercial terms, escalation and renewal are handled centrally. Reporting can be delivered per site, consolidated for the group, or both.
Report the failure and we handle it under the corrective-maintenance terms of your contract, not as a new job. Contracted breakdowns are answered within the response time written into your agreement, and the call-out and diagnostic labour are covered by the contract. If a part is needed, we tell you at diagnosis whether it falls inside the contract or is quoted separately, before any cost is incurred.
Repairs and troubleshooting
Customers under contract are covered by the response time written into their maintenance agreement, which is agreed per equipment criticality when the contract is drawn up. For customers without a contract, we confirm an intervention slot when the fault is reported and prioritise equipment that has stopped clinical activity outright. In both cases you receive a committed time, not an open-ended wait.
We repair on site wherever the fault can be diagnosed and corrected safely there, which covers most interventions. A device goes to our workshop when it has to be opened, run under sustained test conditions or re-verified against bench references after repair — typically board-level electronics, mechanical rebuilds and anything needing a full performance re-check. We tell you which route we are taking at diagnosis, together with the expected turnaround.
Yes, we service and repair equipment regardless of where it was purchased, provided we can obtain the service documentation and parts for it. Send us the make, model and serial number when you contact us and we will confirm whether we can support that device before anything is scheduled. Equipment we did not supply can also be placed under a maintenance contract.
We use original manufacturer parts wherever they are available, and manufacturer-approved equivalents when a part is discontinued or on a long lead time. Any substitution is proposed to you in writing, with the reason, before it is fitted. Parts commonly needed by the equipment we cover under contract are stocked, so a routine failure is not held up waiting on shipping.
Loan equipment can be arranged for some device types, subject to availability at the time of the repair. Where continuity matters clinically, ask for a loan provision to be written into your maintenance contract — that turns a best-effort arrangement into a defined commitment. For workshop repairs we always give you an expected turnaround up front so you can plan cover.
Every repair ends with functional and electrical safety testing against the manufacturer's acceptance criteria, plus performance verification where the device produces a measurement. The values are recorded on the repair report alongside the fault found and the parts fitted. Equipment is never returned to clinical use on the basis of a visual check alone.
Buying equipment
We supply both new and refurbished medical equipment. New equipment comes with the manufacturer's warranty and full documentation. Refurbished equipment is only offered after it has been inspected, repaired where needed, performance-verified and documented, and it carries a warranty of its own. The quotation states clearly which category a unit falls into, its condition and the warranty term that applies.
Yes — installation, commissioning and user handover are part of the supply. Commissioning means the device is set up, tested against its specification and documented before it is handed over, so it enters service already verified. Handover includes practical training for the staff who will operate it: routine operation, daily checks, user-level cleaning and how to recognise the faults worth reporting early.
New equipment carries the manufacturer's warranty and refurbished equipment carries a warranty stated on the quotation. The exact term, what it covers and what voids it appear on your quotation and delivery documents before you order. Warranty work is handled by us — you report the fault to AxiTech rather than chasing the manufacturer — and a maintenance contract can start when the warranty ends so cover continues without a gap.
We consider trade-ins of working equipment against a new or refurbished purchase, valued case by case after inspection. Send the make, model, serial number, age and service history with your enquiry and we will tell you whether the unit qualifies and what allowance we can offer. Decommissioning and removal of the old unit can be quoted as part of the same order.
Working with AxiTech
We carry out on-site visits across our published service area and assess sites outside it case by case. Multi-site groups are handled under a single agreement with one point of contact. If you are unsure whether your site is covered, contact us with the location and we will confirm before you go any further.
Send your request through the contact form on this site, by e-mail or by WhatsApp, including the equipment make, model and serial number where you have them. For a maintenance contract, an equipment list — make, model, quantity and site — is enough to start. For a repair, describe the fault and any error code displayed. For a purchase, tell us the intended use and the constraints of the room. Missing details are the main reason a quotation takes longer than it needs to.
A maintenance contract is priced from the equipment list: device type and criticality, the number of scheduled visits each device needs per year, the breakdown response time you require, the number of sites, and whether spare parts and consumables are included in the fee or quoted per event. You receive a per-device breakdown rather than a single lump sum, so you can see what each line costs and adjust the scope before signing.
You receive a written report after every intervention, plus calibration documentation for every calibrated device. Reports identify the equipment by serial number and record the work performed, the measurements taken, the parts fitted, the outcome, the technician and the date of the next scheduled visit. We archive reports per site, so a complete equipment history can be reissued on request when you are preparing for an inspection or an accreditation visit.
Still have a question?
If your question is not answered here, send it to us with the equipment make and model and we will answer it directly.