Last Updated: 10-Oct-2025

At Taevas Life Sciences, we take pride in ensuring every medical device we supply—whether purchased or rented—operates safely, efficiently, and in line with clinical standards. This Service & Support Policy outlines how we provide product servicing, technical assistance, and maintenance support for our customers and partners.

1. Scope

This policy applies to all Taevas Life Sciences devices and accessories sold or rented, including but not limited to our balance, vestibular, audiology, endoscopy, and sleep therapy systems. It covers:

  • Warranty and post-warranty service for purchased devices
  • Preventive and corrective maintenance for rented or leased devices
  • Technical support and troubleshooting assistance
  • Installation, calibration, and training support for clinics and hospitals

2. Service Commitment

Our goal is to provide prompt, reliable, and professional support to ensure uninterrupted device performance. Taevas service teams or authorized partners will:

  • Respond to service requests within ABC working hours/days
  • Conduct on-site or remote diagnostics as required
  • Use only genuine spare parts and certified tools
  • Maintain detailed service and maintenance logs
  • Comply with all medical device safety and calibration standards

3. Service Coverage

a) Warranty Service (for Purchased Devices)

All products come with a standard manufacturer’s warranty covering defects in materials or workmanship for ABC months/years from the date of purchase or installation.

Warranty coverage includes:

  • Replacement or repair of defective components
  • Remote or on-site technical assistance
  • Software or firmware updates (if applicable)

Warranty does not cover:

  • Damage due to misuse, negligence, accident, or unauthorized modification
  • Consumables, accessories, or wear-and-tear components
  • Power fluctuations, water damage, or environmental exposure

Extended warranty plans are available for select devices.

b) Service & Maintenance for Rented Devices

For devices rented or leased from Taevas:

  • Routine preventive maintenance, calibration, and repairs are included in the rental fee (unless otherwise specified in the rental contract)
  • Customers must promptly report malfunctions or error messages
  • Only Taevas-authorized technicians may open or service rented devices
  • Misuse or irreparable damage may result in cost deductions or additional billing

Preventive maintenance schedules (quarterly or semi-annual) will be provided at installation.

4. Installation & Training Support

To ensure safe and optimal use:

  • Devices requiring installation will be set up by Taevas engineers or authorized partners
  • Basic operational and maintenance training will be provided during installation
  • Additional training sessions may be provided upon request (charges may apply)

5. Requesting Service

If you require service or technical support, follow the steps below:

  1. Contact Support
    • Email: ABC
    • Helpline: ABC
    • WhatsApp / Online Form: ABC link
  2. Provide Details
    • Device model and serial number
    • Purchase or rental reference number
    • Description of issue (photos/videos if applicable)
    • Preferred service time and location
  3. Ticket Generation
    • A service ticket will be generated and shared for tracking
    • The ticket will remain open until the issue is resolved and verified

6. Service Channels

We provide support through the following channels:

Channel Description
On-site Service Technician visits your clinic/hospital for inspection or repair
Remote Assistance Phone, video call, or remote software diagnostics
Return-to-Service Center Devices shipped to nearest authorized service hub
Preventive Maintenance Visits Periodic inspections and calibration as per device type
Replacement Program Temporary loaner or replacement device (where available)

7. Service Charges

  • Within warranty or rental period: All approved repairs and maintenance are covered (unless due to misuse)
  • Post-warranty: Service and spare parts are chargeable as per the Taevas Service Rate Card
  • Remote or rural locations may incur travel/logistics charges
  • Consumable part replacements are billable

All costs will be communicated and approved before any service action.

8. Turnaround Time

Service level targets:

  • Remote response: within ABC hours
  • On-site visit: within ABC business days
  • Replacement dispatch: within ABC business days after approval

Actual turnaround time depends on location, part availability, and logistics.

9. Device Replacement & Loaner Units

  • Loaner units may be provided if a device requires extended repair time
  • Loaner devices must be returned immediately once repairs are complete
  • Damage or loss of loaner units may result in charges

10. Preventive Maintenance & AMC

After warranty expiry, customers may opt for a paid AMC plan covering preventive maintenance and technical support. AMC may include:

  • Biannual or quarterly maintenance visits
  • Software updates and recalibration
  • Priority service response and discounted parts
  • Optional extended warranty coverage

AMC pricing varies by device type and region.

11. Customer Responsibilities

To ensure effective service:

  • Maintain device environment per Installation Manual (temperature, humidity, electrical requirements)
  • Follow operating and cleaning instructions in the IFU
  • Do not attempt unauthorised repair or modification
  • Use only Taevas-approved accessories and consumables
  • Report malfunctions immediately to prevent further damage

12. Liability

Taevas will not be responsible for:

  • Downtime caused by misuse or unauthorised servicing
  • Loss of clinical data, business, or revenue
  • Unauthorised handling or relocation of the device

However, we remain committed to fair resolution and ensuring your device is restored to working condition as quickly as possible.

13. Escalation Matrix

Level 1: Local Service Engineer – ABC contact
Level 2: Regional Service Manager – ABC contact
Level 3: Corporate Service & Technical Head – ABC contact

14. Updates to This Policy

Taevas may modify or update this Service & Support Policy periodically to align with product upgrades, business operations, or regulatory changes. The latest version will always be available on our website.