Service agreements
Agreements are priced per bed or pump per year and can start on the first day of any month. Beds bought new include two years of full service.
| Included | Breakdown | Planned maintenance | Full service |
|---|---|---|---|
| Planned maintenance visit each year | No | Yes | Yes |
| Electrical safety test | On request | Yes | Yes |
| Software updates at the planned visit | No | Yes | Yes |
| Engineer on site after a breakdown | Within 3 working days | Within 2 working days | Next working day |
| Labour for repairs | Charged | Charged at 20% less | Included |
| Parts for repairs | Charged | Charged at 10% less | Included, except damage |
| Loan bed while a bed is off site | No | No | Yes |
| Battery packs | Charged | Charged | One replacement in each five years |
Response times are measured from the time the call is logged with the service desk, during working hours. “Working day” means Monday to Friday, excluding bank holidays in the part of the UK or Ireland where the hospital is.
What is not included
- Damage, including damage from cleaning agents or methods not listed in our decontamination guide, impact and liquid ingress through a damaged cover.
- Consumables: mattress covers, IV pole hooks, handset holders and labels.
- Work on beds that have been modified, or repaired with parts not supplied by Van Roon.
- Relocation of beds between sites.
Hospitals with their own engineers
If your engineers hold a current Level 2 certificate, a planned maintenance agreement can be arranged in which they carry out the visits and we supply the parts kits, software and technical support. Ask the service desk for the terms.
Quotations and renewals
Ask your account manager or the service desk for a quotation, giving the number of beds of each model and their serial numbers if you have them. Agreements renew each year unless either side gives 90 days’ notice. Prices for the following year are sent with the renewal notice.
Agreements are made under our conditions of sale and the service schedule attached to each quotation.