Service
Service & Support
Clinical-grade devices deserve clinical-grade service. IWA Medical stands behind every system with global parts availability, responsive technical expertise, and a service process designed around clinical uptime — not calendar convenience.
What We Offer
Six service pillars engineered to keep your clinical operations running — from installation day through end-of-life refresh.
Warranty Coverage
Standard 24-month coverage on imaging and diagnostic platforms, extendable to 60 months. Parts, labor, and return freight for covered failures are included end-to-end.
Technical Support
Certified engineers reachable by phone, email, and secure remote session. First-response SLA under 4 business hours across APAC, EMEA, and the Americas.
Spare Parts
Global parts inventory with regional hubs in Shenzhen, Rotterdam, and Miami. Critical components ship within 48 hours from the nearest hub on consignment programs.
On-site Installation
Factory-trained technicians handle installation, calibration, and acceptance testing. Hand-off includes staff orientation and a signed QA acceptance record you retain for audit.
Training Programs
Clinical and technical workshops for distributor teams and end-user practices. On-site, remote, and pre-recorded modules — certificates issued on completion for CPD portfolios.
Remote Diagnostics
Secure remote access to connected devices for rapid fault isolation, firmware updates, and scheduled preventive maintenance checks — reducing on-site visits where it is safe to do so.
Service Process
From case open to post-service audit — a predictable four-step cycle.
- 01
Submit Request
Open a case via distributor portal, email, or phone. Asset serial number + fault description gets a case ID immediately.
- 02
Triage within 24h
A service engineer reviews the case, confirms reproducibility, and communicates next steps — remote fix, parts dispatch, or on-site visit.
- 03
Service Execution
Action happens per severity: remote session for software/firmware, overnight parts for hardware, on-site technician for complex installs.
- 04
Follow-up & QA
Post-service verification call + written record. Parts consumption, downtime, and root cause are logged to your asset history for warranty and audit purposes.
Global Coverage
Three regional hubs plus an accredited distributor service network on five continents.
APAC
Hub: Shenzhen HQ
- China (direct)
- Thailand · Vietnam · Malaysia
- Philippines · Indonesia · Singapore
- Australia · New Zealand
EMEA
Hub: Rotterdam
- United Kingdom · Germany · France
- Spain · Italy · Netherlands · Belgium
- Turkey · UAE · Saudi Arabia
- South Africa
Americas
Hub: Miami
- United States · Canada
- Mexico · Costa Rica · Panama
- Brazil · Argentina · Chile
- Colombia · Peru
Need service today?
Our team responds to active clinical issues within 4 business hours. For preventive maintenance scheduling, please reach out at least two weeks in advance.