Service Solutions
Customer Support
Our Customer Support team is here to help—personally, reliably, and efficiently. Whether on site, by phone, or online, you’ll always have a dedicated contact supporting you every step of the way.
Get in touch with us by email, phone, or via our online form, and our Customer Support team will contact you shortly.
Preventive Maintenance – For Maximum Reliability of Your Products
What is Preventive Maintenance?
Preventive maintenance involves scheduled tasks such as replacing worn out parts, performing calibrations, and conducting performance checks. The goal is to ensure the functionality and reliability of your products regardless of their current condition and to prevent breakdowns. Typical intervals are fixed time periods or operating hours, e.g., annually or after 1,000 operating hours.
Why is preventive maintenance important?
Through regular maintenance, components such as batteries, filters, or lamp modules are replaced in a timely manner and their performance is checked. This ensures your product remains ready for use at all times and extends its service life. Unlike repairs, which are performed after an unexpected failure, preventive maintenance ensures that problems don’t arise in the first place.
Our service for you
Our authorized service centers and partners perform preventive maintenance to the highest standards—supported by training and service & maintenance manuals. This way, you benefit from optimal support throughout the entire product lifecycle.
Preventive Maintenance and Repair - Hand in Hand
Preventive maintenance does not replace repair, but rather complements it. Both processes run in parallel to provide you with the best possible customer experience
Repair Process
The growing use of advanced, high value medical technologies in daily clinical practice is increasing the complexity of instrument management and maintenance. At the same time, healthcare providers expect state of the art solutions and want to keep pace with continuous technological advancements.
To support this, we offer comprehensive corrective maintenance solutions designed to restore products to their original performance level. As the original manufacturer, we ensure that every instrument entrusted to us is maintained according to the highest quality standards and returned in optimal condition.
For this purpose, our corrective maintenance offering includes two service options:
Repair exchange:
After submitting the defective product for repair, the customer receives an original KARL STORZ replacement product within a very short period of time.
Repair exchange in advance:
The customer receives a replacement product before submitting the defective product for repair.
This program is applicable for all endoscopic equipment (except for speciality goods).
Individual Repair
After submitting the defective product for repair, we will individually repair the specific damage. After careful assessment of the actual damage, the cost of the repair is calculated based on the work involved.
The original performance parameters are restored thanks to the use of original KARL STORZ spare parts.
The repaired product is then returned to the customer.
StayReady Tray Audit
To ensure smooth workflows in the OR and clinical practice, the right instruments, endoscopes, and light cables need to be available—at the right place and at the right time.
With StayReady™, KARL STORZ supports you in optimizing your surgical trays to improve planning reliability, operational efficiency, and patient safety.
The tray optimization process follows a structured, three‑step approach:
Inspection: Your instruments, telescopes, and light cables are checked for functionality and completeness—independent of manufacturer.
Analysis: Detailed tray inventories and transparent documentation provide the basis for targeted evaluations, insights, and recommendations.
Optimization: Together with you, an optimized tray configuration is developed and integrated—supporting efficient workflows, readiness for use, and long‑term performance.
Process Consultation for Reprocessing Medical Products
A professional, standardized and compliant reprocessing procedure ensures maximum patient safety through infection prevention, builds trust through the highest medical standards, and safeguards the longevity of your instruments through careful maintenance, inspection and storage. Safe medical devices are no accident—they are the result of perfectly coordinated reprocessing procedures. With our service, we support you directly on site in designing your processes to be efficient, safe and compliant with standards.
The focus is on:
- Legal and regulatory requirements for reprocessing medical products
- The safety of patients, users and third parties
- Lowering the status of contamination to unavoidable residual risks
On-Site Endoscopic Specialist
An On-Site Endoscopic Specialist (OES) is a dedicated KARL STORZ representative located in your facility full-time. The OES protects equipment by performing daily equipment maintenance and providing immediate KARL STORZ support in the OR and Central Sterile Services Department (CSSD/SPD). Focusing on problem prevention and not just problem solving, the OES keeps instrumentation like new for every patient, every time.
- Supporting process safety and operational compliance through a dedicated on-site expert
- Support efficient workflows with readily available, properly prepared equipment
- Support cost efficiency by extending equipment usability and reducing avoidable repairs
- Support clinician and staff satisfaction through reliable equipment availability
Customer Training Sessions
Customer training helps your teams work safely, efficiently, and with confidence.
By strengthening user competence, training supports high levels of patient safety and compliance, while helping you reduce errors, minimize wear and tear on instruments, and optimise equipment utilization. The result is greater operational efficiency, measurable cost benefits, and a positive impact on staff satisfaction and motivation.
Service Agreements
Our service agreements are designed to help you manage the full lifecycle of your surgical equipment with confidence.
We understand that total cost of ownership goes beyond the initial investment—it includes reliable performance, predictable service costs, and minimal downtime over time.
Our service agreements combine preventive services, technical expertise, and data‑driven insights to help keep your systems operating at a consistently high level. By proactively maintaining equipment quality and reducing unplanned repairs, we support operational continuity and cost control—allowing your teams to focus on what matters most: patient care and outcomes.
All service agreements are flexibly structured and tailored to your specific clinical, operational, and budget requirements.
Capital Solutions
Capital Solutions give you the flexibility to move forward with confidence.
You benefit from greater planning certainty and faster access to advanced medical technology that supports high‑quality operations and strengthens your competitiveness. Our flexible financial solutions are tailored to your specific needs, helping you stay agile, innovative, and focused on what matters most. By aligning payment options with your clinical and operational priorities, we support confident planning for both today and tomorrow.
CONTACT Get in touch with us
Our experts are always ready to help. Contact us for product information, training events, ordering, technical support, and any other questions. We promptly respond to all inquiries to best assist you.