ServiceCare Agreements

Ensure optimal performance of your critical cancer care assets with tailored Life Cycle Support Agreements.

Technical confidence & quality

Service Care

Standard

Advanced

Complete

OnDemand

Programs that deliver the results and value you expect.

 

Essential maintenance services performed exceptionally well. That’s the advantage of ServiceCare.  With Teneovita as your service partner, you can have confidence that your equipment is performing optimally, enabling your organization to experience efficient, high-quality operations, day after day.  You can depend on:

• flexible service programs designed to meet your operating needs

• fast, in-country response from our local team

• routine maintenance by our ServiceCare Representatives (SCR)

• cost-aware programs tailored to your needs

• genuine OEM parts, so you'll receive the right revision and quality for your equipment

• technical support direct from Oncotherm manufacturing & service

Teneovita ServiceCare Representatives (SCR)  — Superb support

Count on Teneovita to care for your equipment with a Canadian team able to fulfill your routine maintenance needs and supported by Oncotherm technical representatives. The personal dedication needed to support your equipment and business.

 

The result

Your systems are maintained by our team who will go the extra mile every day for the people they serve.

ServiceCare - Standard

 

Designed to meet standard operating needs as well as industry requirements:

InTouch phone support - 9am - 5pm local time, Monday thru Friday.  Same-day response.

eService remote diagnostics - 9am-5pm local time, Monday thru Friday.  Same-day response.

• Scheduled onsite mid-year and annual preventive maintenance service routines *.

• One (1) onsite emergency visit by ServiceCare Representative **.

• Replacement parts at 10% discount **.

 

* Preventive maintenance routines cover hourly work conducted by the Teneovita SCR during normal working hours and does NOT cover the cost of travel & living expenses when travel to customer site is required.

 

** Onsite emergency visit covers hourly work conducted by the Teneovita SCR during normal working hours and does NOT cover the cost of travel & living expenses when travel to customer site is required to resolve the service issue.

 

*** Parts deemed to have failed as a result of a manufacturers defect or through expected and understood normal ware & tear.

ServiceCare - Advanced

 

Designed to meet heightened equipment availability requuirements:

InTouch phone support - 9am - 7pm local time, Monday thru Friday.  2-hr response time.

eService remote diagnostics - 9am-7pm local time, Monday thru Friday.  2-hr response time.

• Scheduled onsite mid-year and annual preventive maintenance service routines *.

• Two (2) onsite emergency visits by ServiceCare Representative **.

• Full replacement parts ***.

 

* Preventive maintenance routines cover hourly work conducted by the Teneovita SCR during normal working hours and does NOT cover the cost of travel & living expenses when travel to customer site is required.

 

** Onsite emergency visit covers hourly work conducted by the Teneovita SCR during normal working hours and does NOT cover the cost of travel & living expenses when travel to customer site is required to resolve the service issue.

 

*** Parts deemed to have failed as a result of a manufacturers defect or through expected and understood normal ware & tear.

ServiceCare - Complete

 

Designed to meet the highest equipment availability requirements:

InTouch phone support - 9am - 7pm local time, Monday thru Friday.  30-min response time.

eService remote diagnostics - 9am-7pm local time, Monday thru Friday.  30-min response time.

• Scheduled onsite mid-year and annual preventive maintenance service routines *.

• Unlimited onsite emergency visits by ServiceCare Representative **.

• Full replacement parts ***.

 

* Preventive maintenance routines cover hourly work conducted by the Teneovita SCR during normal working hours and does NOT cover the cost of travel & living expenses when travel to customer site is required.

 

** Onsite emergency visit covers hourly work conducted by the Teneovita SCR during normal working hours and does NOT cover the cost of travel & living expenses when travel to customer site is required to resolve the service issue.

 

*** Parts deemed to have failed as a result of a manufacturers defect or through expected and understood normal ware & tear.

ServiceCare - OnDemand

 

Allows for access to ServiceCare Representatives (SCR) and support resources when needed:

InTouch phone support - 9am - 5pm local time, Monday thru Friday.  Best effort response.

eService remote diagnostics - 9am-5pm local time, Monday thru Friday.  Best effort response.

• Scheduled onsite mid-year and annual preventive maintenance service routines.

• Emergency onsite visits by ServiceCare Representative.

All services provided on a best effort basis and billed at published hourly service rates and parts pricing.

 

* Preventive maintenance routines cover hourly work conducted by the Teneovita SCR during normal working hours and does NOT cover the cost of travel & living expenses when travel to customer site is required.

 

** Onsite emergency visit covers hourly work conducted by the Teneovita SCR during normal working hours and does NOT cover the cost of travel & living expenses when travel to customer site is required to resolve the service issue.

 

*** Parts deemed to have failed as a result of a manufacturers defect or through expected and understood normal ware & tear.

A Higher Level of Performance

eService

... remote access for high uptime by providing network connectivity and associated support.

inTouch

... phone support is a commitment to timely callback in response to user concerns or applications questions.

PHONE

(+1) 778 789 4131

ADDRESS

Suite#7 - 9228 Glover Road

Langley BC V1M 2S4

Canada