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KARL STORZ Service

PROTECTION1® Service

We offer full service from a single source that meets the highest quality standards and lets you focus on what matters most: the well-being of your patients.

Our products should be precise and consistent in performance at all times, and we want you to be able to fully rely on the excellent KARL STORZ quality.

To this end, we have developed the PROTECTION1® service portfolio – a comprehensive, innovative, and flexible service solution to perfectly complement our products and meet your specific needs. The PROTECTION1® service portfolio can cover any service needs – from quick, ad hoc, on-site troubleshooting to comprehensive, regular customer care and expert maintenance.  

Service

Repair-Exchange Process

For more than 70 years, the KARL STORZ name has been synonymous with superior visualization technology and surgical instrumentation. By choosing KARL STORZ as a service provider, you will continue to have unmatched visualization and precision throughout the entire product lifecycle. Only KARL STORZ’s highly trained and certified service technicians have access to proprietary parts and technology, guaranteeing the highest quality repaired or replaced devices while also ensuring compliance with the FDA guidelines for repair, cleaning and sterilization of medical devices.

E-Class® Exchange Program

KARL STORZ understands the significant financial investment you make to own and operate best-in-class endoscopic equipment. Our E-Class® Exchange program elevates the standard repair process by enabling you to exchange your damaged KARL STORZ products with like-new equipment at repair prices. E-Class® products are built to brand new quality standards, allowing them to perform reliably with the same best-in-class optics, illumination, and deflection every time. Replacements are received in as early as 24 hours and come with the latest technology upgrades (within the existing platform). With the E-Class® Exchange program, you receive:

  • Guaranteed quality with the same warranty as new purchases
  • Little to no downtime with quick turnaround on exchanges
  • Maximized efficiency with a hassle-free process and no loaners needed
  • Reduced need for a capital equipment repurchase in the near future
  • Lowered long-term costs and total cost of ownership
PROTECTION1® Repair-Exchange Service Program
Individual support, original manufacturer quality, latest technologies

The PROTECTION1® Repair-Exchange Service Program is a fee-per-repair program that does not require a contract. This program provides for the exchange of damaged instruments and endoscopes for like-new products certified to meet 100% of the specifications of new KARL STORZ equipment at competitive repair prices. Rigorous quality assurance standards and attention to detail are the hallmarks of KARL STORZ quality. Customers’ capital investment is protected through the exclusive use of continuously trained service engineers and genuine KARL STORZ parts.

  • No contract required
  • One price for standard rigid telescopes regardless of size or type

PROTECTION1® Service Contracts & Programs

KARL STORZ understands that the total cost of ownership (TCO) for surgical equipment and endoscopes includes a critical service component. To reduce TCO, KARL STORZ offers PROTECTION1® service contracts and programs, which are designed to reduce down time, retain initial equipment quality, and reduce repair costs. KARL STORZ tailors its data-driven service solutions with each healthcare provider to deliver cost savings and performance enhancements, allowing focus to remain on patient care and outcomes.

PROTECTION1® Advantage

  • Plan service budget ahead of time
  • Avoid unexpected expenses during the year
  • Gain access to accredited ongoing staff training & education
  • Technical support both on and off-site
  • Asset management
Comprehensive Service Agreements
Hassle-free service with reliable protection

Comprehensive Service Agreements (CSA) provide repair or replacement on any failure or breakage of the covered equipment during the term of the contract without additional charge. CSAs are available for a single product or entire KARL STORZ product portfolio at a single facility or multiple facilities. The PROTECTION1® CSA combines hassle-free service with reliable protection against unforeseen downtime and unanticipated costs.

  • Customizable plan – term length, single or multi-facility, and single or multiple products
  • Predictable fixed monthly payments
  • Minimized OR downtime with rapid turnaround time on loaners
     

Products eligible for coverage include:

  • Rigid Telescopes
  • Select Flexible Endoscopes
  • Electromechanical Devices
  • Camera Heads and Video Equipment
  • Instruments
Preventive maintenance for long-term value preservation
Preventive maintenance for long-term value preservation

Risk-Share service agreements provide repair/replacement for covered equipment up to the projected cost of service for the covered equipment for the length of the contract. With this agreement, you gain KARL STORZ as a partner in reducing repairs. Specifically, if the annual repair costs are less than the annual projected price, you are rebated 80% of the difference. If the annual expected repair costs are more than the annual projected price,  you only pay for the excess above 120% of the annual projected price. Risk-Share agreements eliminate the volatility of a fee-per-repair service model while reducing the occurrence of repairs. 

  • Predictability in repair spend
  • Committed partner in driving down repair frequency
  • Receive rebate if repair frequency is lowered
     

Products eligible for coverage include:

  • Rigid Telescopes
  • Select Flexible Endoscopes
  • Electromechanical Devices
  • Camera Heads and Video Equipment
  • Instruments
Rigid Scope Partnership Program
Replacement of previously purchased rigid telescopes in advance

The PROTECTION1® Rigid Scope Partnership Program provides upfront replacement of previously purchased rigid telescopes along with 3-years of comprehensive service coverage for the replaced rigid telescopes. This replacement program accepts trade-ins of an unlimited number of rigid telescopes made by any vendor, including those that have previously been repaired by an independent service provider (ISO).

  • Rightsize inventory - Ability to choose the size of the replacement telescopes to best match your needs
  • Trade in any non-KARL STORZ and/or KARL STORZ rigid telescopes (including those previously repaired by an ISO)
  • No limit to the number of rigid telescopes that can be traded in


Products eligible for coverage include:

  • Rigid Telescopes
FLEXPack Service Agreements
FLEXPack Service Agreements

FLEXPack service agreements provide a fixed number of replacements on any failure or breakage of the covered equipment during a 1 to 5-year term. With FLEXPack, you can purchase the number of replacements you need at a discounted rate. If the number of purchased repair/replacements is exceeded before the end of the contract term, simply add more at the same discounted rate. FLEXPack enables you to continually have access to operationally ready equipment with the highest quality at the lowest cost.

• Measure and compare service costs on a cost-per-case basis

• Only purchase what is needed – no additional fees or premiums

• Reduced downtime

Products eligible for coverage include:

  • Select Flexible Endoscopes
On-site Endoscopic Specialist Program
On-site Endoscopic Specialist Program

An On-site Endoscopic Specialist (OES) is a certified 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 SPD. Focusing on problem prevention and not just problem solving, the OES keeps instrumentation like new for every patient, every time.

  • Immediate KARL STORZ support located on-site
  • Daily equipment maintenance & management
  • Operating Room and Sterile Processing Department support

For a fixed fee-per-procedure, KARL STORZ ProMISe1 enables hospitals to measure/control procedural profitability. The program covers capital equipment cost, a comprehensive service agreement, surgical operational efficiency specialists, data analytics for equipment utilization, breakage, and repair/replacement costs, staffing of the SPD and managing instrumentation and equipment.

  • Measure and control procedural profitability
  • Immediate KARL STORZ support
  • Daily equipment maintenance and management
     

Products eligible for coverage include:

  • Rigid Telescopes
  • Select Flexible Endoscopes
  • Electromechanical Devices
  • Camera Heads
  • Instruments

For most customers, KARL STORZ’s highly skilled Field Service Technicians are available at no additional charge to perform minor repairs on-site, facilitate immediate repair exchanges for rigid and flexible endoscopes, provide routine preventive maintenance inspections, and offer in-service accredited education for OR and SPD staff.

  • Timely on-site minor repairs
  • Routine preventive maintenance inspections
  • In-service accredited education for OR and SPD staff

Analysis and Education

Key aspects of controlling and lowering the total cost of ownership of reusable surgical technology are reduction of downtime, retention of initial equipment quality, and the containment of repair costs. To effectively influence these aspects, it is important to ensure that staff members are adequately and regularly trained and educated on critical equipment care topics.

The Academy of Clinical Education is designed to educate all experience levels on topics such as device care and handling, reprocessing, emerging technologies and service solutions. KARL STORZ partners with clinical educators to enable OR and SPD staff to earn continuing education units (CEU) through societies such as AORN, IAHCSMM and AST.

  • Available to KARL STORZ customers at no additional charge
  • Ongoing accredited staff training
  • Earn CEUs through AORN, IAHCSMM and AST