Frequently asked questions
Parts, contracts, delivery and compliance — the questions the service desk answers most.
Parts & ordering
How do I find the right article number? On the service sticker on the system, in your order history, or under My machines, where every part of your own systems is listed per module. The service desk can also identify a part from a photo of the old one.
Ordered before 17:30 — is next-day delivery guaranteed? For stocked lines, yes: picked the same evening in Utrecht and delivered the next working day across the Benelux. 96% of part orders ship same-day.
Are the parts original? Everything we stock is a certified OEM part, serialised and traceable to the system it fits. Declarations of conformity are available on request.
Contracts & service
What does the 4-hour response cover? Comprehensive and Full-cover contracts: an engineer on the phone within the hour and on site within four, around the clock for critical systems.
Can I mix contract tiers across one fleet? Yes — uptime-critical systems on Full cover, the rest on Preventive is the most common split. One agreement covers the whole park.
Account & invoicing
Who qualifies for a business account? Hospitals, clinics, laboratories, care institutions and service partners. Approval usually takes one working day; 30-day terms follow a credit check.
Not answered here?
The service desk replies within one working day — faster on the phone.