What a Phaco Service Contract Should Include

Preventive maintenance

The core of any contract is scheduled preventive maintenance: inspection, calibration and replacement of wear parts at the intervals the manufacturer recommends. Check how many visits a year are included, what each visit covers, and whether you receive a written report and calibration record after every visit. Those records also protect the resale value of the system later.

Parts, and what counts as a part

Most contracts cover parts and labour for repairs, but the definitions matter. Handpieces, footpedals, remote controls, batteries and cables are often excluded or covered only up to a limit. Consumables such as cassettes, tips and sleeves are almost never included.

Ask for the exclusions list in writing. A contract that looks cheaper may simply exclude the parts that fail most often.

Response time and loaners

Look for a stated response time — how quickly an engineer attends after you call — and whether it is measured in business hours or calendar hours. Ask what happens if the system cannot be repaired on the first visit: is a loaner console provided, and how quickly can it arrive?

For practices with a single phaco system, loaner availability is often worth more than any other clause.

Software and upgrades

Confirm whether software updates are included and who installs them. Some updates add features or fix known issues; others require new hardware. Ask whether the system is still eligible for updates at all, which is especially important on older or refurbished platforms.

Manufacturer or independent service

Manufacturer service offers factory-trained engineers and direct access to parts, usually at a higher price. Independent service organisations can cost less and respond faster in some regions, but check their training on your exact platform, where their parts come from, and whether the manufacturer will still support the unit afterwards.

For refurbished systems, also check whether the manufacturer will accept the unit into a service contract at all. Some require an inspection or recertification fee first.

Questions to ask before signing

Get written answers to these:

• How many preventive maintenance visits are included, and what does each cover?
• Which parts and accessories are excluded, and are handpieces covered?
• What is the guaranteed response time, and is it business or calendar hours?
• Is a loaner provided if the system is down for more than a day?
• Are software updates included, and is the system still eligible for them?
• Can the contract be transferred if the system is sold?

How MP MedPharma can help

Every phaco and vitrectomy system we sell ships with its service documentation and warranty coverage. Tell us where the system will be installed and we will explain how service works for that platform in your area before you buy.