CUSTOMER SUPPORT | Service FAQs

1. If I have a service issue, what is the normal response time?
Service requests are handled by dialing our toll free number (888.200.4797) 24/7. Monday thru Friday, 7:30am – 5:00pm EST your request is handled immediately. After hours, weekend and holiday calls will be returned within 1 hour.

If on-site service is required, our local ( IPA )™ Field Engineer can arrive the same day if the service request is received before noon local time. Regardless of when a service request is received, a Field Service Engineer can be on-site within 24 hours.

2. What Service Programs are available for my units?
Customers may select a 12 Month Full Service Program, which includes parts and labor, or a one time per year Planned Maintenance Program. A factory Service School Training Program is also available.

3. How often should my machines have scheduled maintenance?
It is recommended that a Planned Maintenance be performed annually on all units.

4. If I order a part, how soon will it be shipped?
In stock parts are shipped overnight the same day they are ordered. Our local ( IPA )™ Field Service Engineers also carry spare parts for on-site
repairs.

5. What type of training is available for the staff who utilize the machines and for the staff who stock the machines?
At the time of installation and start-up, an ( IPA  )™ representative will be on hand to train staff who utilize, stock and manage the systems. Training is also performed during a Planned Maintenance.

6. What manuals are provided at the time of installation?
A complete set of manuals, including Management Software, Operator and Maintenance, will be provided by ( IPA )™.

Call ( IPA )™ at 888.200.4797. Let us prove that alEx® and scrubEx® will save your hospital money every year!