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Verified Service Provider in Botswana
Medical Equipment Relocation Service (Move & Re-Install) in Botswana
Engineering Excellence & Technical Support
Medical Equipment Relocation Service (Move & Re-Install) High-standard technical execution following OEM protocols and local regulatory frameworks.
Specialized Medical Equipment Transport
We employ climate-controlled, padded vehicles and specialized handling equipment to ensure the safe and secure transit of sensitive medical machinery across Botswana, mitigating risks of damage and environmental exposure.
Certified Reinstallation & Calibration
Our highly trained technicians are certified to re-install and calibrate a wide range of medical equipment, adhering to strict manufacturer specifications and local regulatory standards to guarantee optimal performance and patient safety.
Minimal Operational Disruption
We offer flexible scheduling and a meticulous planning process to minimize downtime for your healthcare facility, ensuring a swift and efficient move and re-installation with minimal impact on patient care delivery.
What Is Medical Equipment Relocation Service (Move & Re-install) In Botswana?
Medical Equipment Relocation Service (Move & Re-Install) in Botswana refers to the specialized process of safely transporting medical apparatus from one location to another within Botswana and subsequently reinstalling it to operational readiness. This service is critical for healthcare facilities undergoing expansions, renovations, or relocations, as well as for individual practitioners establishing new practices or upgrading their existing infrastructure. The service encompasses meticulous planning, secure packing, transportation via specialized vehicles, and professional reassembly and testing at the destination site. It requires adherence to stringent safety protocols and often involves certified technicians with expertise in specific medical equipment modalities. The primary objective is to minimize downtime for patient care and ensure the integrity and functionality of high-value, often sensitive, medical devices.
| Who Needs This Service? | Typical Use Cases |
|---|---|
| Hospitals & Healthcare Institutions | Relocating entire departments (e.g., Radiology, ICU, Operating Rooms). Renovations requiring temporary or permanent relocation of equipment. Establishing new satellite clinics or expanding existing facilities. Mergers and acquisitions of healthcare providers. |
| Specialty Clinics (e.g., Dental, Ophthalmology, Diagnostic Imaging) | Opening new practice locations. Upgrading to larger or more advanced equipment requiring different space configurations. Moving between leased or owned premises. |
| Laboratories (Clinical & Research) | Relocation of sensitive analytical instruments (e.g., centrifuges, PCR machines, microscopes). Setting up new research facilities or expanding existing laboratory space. Consolidating or reorganizing laboratory equipment. |
| Government & Non-Governmental Organizations (NGOs) with Healthcare Missions | Establishing or relocating medical outreach programs. Deploying equipment to remote or disaster-stricken areas. Donating or transferring medical equipment between facilities. |
| Medical Equipment Manufacturers & Distributors | Delivering and installing new equipment at client sites. Relocating demonstration units or equipment for servicing. |
Key Components of Medical Equipment Relocation Service (Move & Re-Install) in Botswana:
- Pre-Move Survey & Assessment: Detailed inventory of equipment, assessment of access points (both at origin and destination), identification of specific handling requirements (e.g., vibration sensitivity, environmental controls), and risk assessment.
- De-installation & Disconnection: Professional disconnection of power, data, and utility lines by qualified technicians, often with manufacturer-specific knowledge.
- Specialized Packing & Crating: Utilization of custom-designed crates, shock-absorbing materials, anti-static packaging, and environmental containment solutions to protect sensitive components during transit.
- Secure Transportation: Employing climate-controlled, air-ride suspension vehicles equipped with specialized lifting and securing mechanisms to prevent damage from road vibrations and movement.
- On-Site Re-installation & Assembly: Expert reassembly of disassembled equipment, reconnection of all necessary services, and verification of structural integrity.
- Calibration & Testing: Comprehensive functional testing and calibration by certified technicians to ensure the equipment meets original performance specifications and is ready for clinical use.
- Certification & Documentation: Providing a certificate of re-installation and calibration, along with relevant documentation for regulatory compliance and future maintenance.
- Decommissioning & Disposal (Optional): In cases where equipment is being replaced, the service may include safe decommissioning and environmentally sound disposal or recycling.
Who Needs Medical Equipment Relocation Service (Move & Re-install) In Botswana?
Moving sensitive and specialized medical equipment requires precision, expertise, and a thorough understanding of its delicate nature. A dedicated medical equipment relocation service in Botswana ensures that vital healthcare assets are transported, set up, and calibrated correctly, minimizing downtime and risk. This service is crucial for a range of entities that rely on functional medical technology for patient care and research.
| Target Customer/Entity | Relevant Departments |
|---|---|
| Hospitals & Clinics | Facilities Management, Biomedical Engineering, IT Department (for networked equipment), Radiology, Cardiology, Surgery, Laboratory Services, Pharmacy |
| Diagnostic & Imaging Centers | Radiology Department, Pathology Department, Operations Management, IT Department |
| Research & Development Institutions | Laboratory Management, Principal Investigators, IT Department, Facilities Management |
| Government Health Ministries & Agencies | Procurement Department, Logistics Department, Biomedical Engineering Unit, Regional Health Offices |
| Medical Equipment Manufacturers & Distributors | Sales & Technical Support, Logistics & Warehousing, Field Service Technicians |
| Specialized Medical Practices | Practice Manager, Clinical Staff, IT Support |
| NGOs & International Aid Organizations | Program Managers, Logistics Coordinators, Biomedical Technicians |
Target Customers & Departments for Medical Equipment Relocation Services in Botswana
- {"title":"Hospitals & Clinics","description":"The primary users of medical equipment relocation services. This includes public and private healthcare facilities of all sizes, from small rural clinics to large urban hospitals."}
- {"title":"Diagnostic & Imaging Centers","description":"Facilities specializing in radiology, pathology, and other diagnostic services that operate complex and often large-scale equipment like MRI scanners, CT scanners, X-ray machines, and ultrasound devices."}
- {"title":"Research & Development Institutions","description":"Universities, government research bodies, and private R&D firms that utilize sophisticated laboratory and medical research equipment."}
- {"title":"Government Health Ministries & Agencies","description":"Organizations responsible for the procurement, distribution, and maintenance of medical equipment across the public health sector, including regional health authorities."}
- {"title":"Medical Equipment Manufacturers & Distributors","description":"Companies that need to move demonstration units, deliver newly acquired equipment to clients, or relocate equipment for servicing and repair."}
- {"title":"Specialized Medical Practices","description":"Private practices focusing on specific fields like cardiology, oncology, ophthalmology, and physiotherapy, which often possess specialized equipment."}
- {"title":"NGOs & International Aid Organizations","description":"Organizations involved in healthcare provision in Botswana, particularly those setting up new facilities or upgrading existing ones."}
Medical Equipment Relocation Service (Move & Re-install) Process In Botswana
This document outlines the detailed workflow for our Medical Equipment Relocation Service (Move & Re-Install) within Botswana. The process is designed for efficiency, safety, and minimal disruption to your operations, ensuring your critical medical equipment is moved and re-installed professionally.
| Phase | Step | Description | Key Activities | Responsibility |
|---|---|---|---|---|
| Phase 1: Inquiry & Initial Assessment | 1.1 Client Inquiry | The client contacts our service to inquire about medical equipment relocation. | Initial contact (phone, email, website form), understanding basic needs. | Client & Service Provider |
| 1.2 Preliminary Information Gathering | We gather essential details about the equipment and relocation scope. | Equipment type, quantity, current location, destination, desired timeline, access to sites. | Service Provider | |
| 1.3 Site Survey (Optional/Remote) | A basic assessment of the current and future locations is conducted. | Understanding space, access, power requirements, potential challenges. May be remote initially. | Service Provider | |
| Phase 2: Planning & Quotation | 2.1 Detailed Equipment Assessment | A comprehensive evaluation of each piece of equipment is performed. | Manufacturer, model, serial number, size, weight, special handling requirements, calibration status, existing packaging. | Service Provider |
| 2.2 Relocation Plan Development | A tailored plan is created for the entire relocation process. | Dismantling strategy, packing methods, transport logistics, re-installation sequence, testing protocols, risk assessment. | Service Provider | |
| 2.3 Quotation & Proposal | A detailed quotation and service proposal are presented to the client. | Cost breakdown, timeline, terms and conditions, insurance coverage. | Service Provider | |
| 2.4 Client Approval | The client reviews and approves the quotation and plan. | Contract signing, payment of deposit (if applicable). | Client & Service Provider | |
| Phase 3: Pre-Relocation Preparation | 3.1 Scheduling & Coordination | Finalizing dates and times for all relocation activities. | Liaising with both the client's current and new site managers, confirming access. | Service Provider |
| 3.2 Equipment Decommissioning & Cleaning | Preparing the equipment for safe transport. | Disconnecting utilities, professional cleaning, basic safety checks. | Service Provider (or Certified Technician if required) | |
| 3.3 Specialized Packing & Crating | Ensuring equipment is protected during transit. | Using specialized materials (anti-static, shock-absorbent), custom crating for fragile or sensitive items, labeling for proper handling. | Service Provider | |
| 3.4 Site Preparation (Destination) | Ensuring the new location is ready for the equipment. | Confirming power, ventilation, and space are adequate; clearing pathways. | Service Provider & Client | |
| Phase 4: Transportation & Logistics | 4.1 Loading & Securing | Careful loading of packed equipment onto specialized transport vehicles. | Utilizing trained personnel, appropriate lifting equipment (cranes, forklifts), secure fastening to prevent movement. | Service Provider |
| 4.2 Transit | Safe and secure transportation of equipment within Botswana. | Climate-controlled vehicles (if necessary), experienced drivers, GPS tracking, adherence to traffic regulations. | Service Provider | |
| 4.3 Unloading & Placement | Precise unloading and positioning of equipment at the new site. | Using correct lifting and maneuvering techniques, placing equipment in designated areas. | Service Provider | |
| Phase 5: Re-Installation & Testing | 5.1 Re-Assembly & Connection | Professional re-installation of all equipment components. | Connecting power, data, and other necessary utilities; adhering to manufacturer specifications. | Service Provider (or Certified Technician if required) |
| 5.2 Calibration & Functional Testing | Verifying the equipment's performance and accuracy. | Performing manufacturer-recommended calibration checks, running functional tests, ensuring all modes of operation are tested. | Service Provider (or Certified Technician if required) | |
| 5.3 Safety & Performance Verification | Ensuring the equipment meets all safety and performance standards. | Pre-operation checks, performance benchmarks, safety system tests. | Service Provider (or Certified Technician if required) | |
| Phase 6: Handover & Post-Relocation Support | 6.1 Client Inspection & Sign-off | The client inspects the re-installed equipment. | Confirming successful re-installation, satisfactory performance, and resolution of any initial issues. | Client & Service Provider |
| 6.2 Documentation & Training (Optional) | Providing relevant documentation and basic user guidance. | Handover of any remaining manuals, brief overview of operational checks. | Service Provider | |
| 6.3 Final Payment & Closure | Completion of the service agreement. | Settlement of final payments, provision of service completion certificates. | Service Provider & Client | |
| 6.4 Post-Relocation Support | Offering continued support for a defined period. | Addressing any unforeseen issues, providing technical assistance if needed. | Service Provider |
Medical Equipment Relocation Workflow
- Phase 1: Inquiry & Initial Assessment
- Phase 2: Planning & Quotation
- Phase 3: Pre-Relocation Preparation
- Phase 4: Transportation & Logistics
- Phase 5: Re-Installation & Testing
- Phase 6: Handover & Post-Relocation Support
Medical Equipment Relocation Service (Move & Re-install) Cost In Botswana
Relocating medical equipment in Botswana can be a complex and sensitive operation, requiring specialized expertise to ensure the safety and functionality of valuable and often delicate instruments. The cost of such a service, which typically includes careful dismantling, secure transportation, and professional re-installation, is influenced by a variety of factors. Understanding these elements is crucial for budgeting and selecting the right service provider. The price ranges provided are indicative and can fluctuate based on the specific circumstances of the relocation.
| Service Component | Estimated Cost Range (BWP) | Notes |
|---|---|---|
| Small to Medium Equipment (e.g., patient monitors, ECG machines) | 1,500 - 5,000 | Includes basic packing, transport, and re-installation for single items. Distance is a key factor. |
| Large Laboratory Equipment (e.g., centrifuges, incubators) | 3,000 - 10,000 | May require specialized crating and careful handling. Dismantling might be minimal. |
| Complex Imaging Equipment (e.g., X-ray machines, ultrasound machines) | 8,000 - 30,000+ | Significant dismantling, re-installation, and calibration by technicians. Specialized transport often needed. |
| Very Large/Heavy Equipment (e.g., MRI, CT Scanners) | 20,000 - 100,000+ | Requires specialized engineering expertise, heavy-duty lifting, precise transportation, and extensive re-commissioning. Site assessment is critical. |
| On-site assessment/Consultation | 500 - 1,500 | Often a precursor to a formal quote, especially for complex moves. |
| Specialized Packing Materials/Crates | Variable (500 - 5,000+) | Depends on the size and fragility of the equipment. |
| Insurance (per value of equipment) | Typically 1-3% of equipment value | Mandatory for high-value items. |
| Inter-district/Long Distance Surcharge | Adds 10-30% to base cost | Reflects increased travel time, fuel, and logistics. |
Key Pricing Factors for Medical Equipment Relocation in Botswana:
- {"title":"Type and Size of Equipment","description":"The sheer size, weight, and complexity of medical equipment are primary cost drivers. Larger, heavier, or more intricate items like MRI machines, CT scanners, or large laboratory analyzers will naturally incur higher costs due to the need for specialized handling, lifting equipment, and larger transport vehicles. Smaller items like microscopes or patient monitors will be less expensive."}
- {"title":"Distance of Relocation","description":"The geographical distance between the origin and destination is a significant factor. Longer distances translate to increased transportation time, fuel consumption, and labor hours, directly impacting the overall cost. Local moves within a city will be considerably cheaper than inter-district or cross-border relocations."}
- {"title":"Dismantling and Re-installation Complexity","description":"Some medical equipment requires extensive dismantling and intricate re-assembly by certified technicians. The more complex the process, the more time and specialized skills are needed, thus increasing labor costs. This includes calibration and testing after re-installation to ensure full functionality."}
- {"title":"Accessibility and Site Conditions","description":"The ease of access to both the pick-up and drop-off locations plays a vital role. Narrow doorways, multiple flights of stairs, or difficult terrain can make the move more challenging and time-consuming, leading to higher costs. Site surveys are often conducted to assess these conditions."}
- {"title":"Specialized Equipment and Handling","description":"Certain medical devices may require specialized packing materials (e.g., climate-controlled containers), anti-vibration systems, or specific handling protocols to prevent damage. The use of cranes, forklifts, or other heavy-duty machinery will also add to the expense."}
- {"title":"Insurance Coverage","description":"Adequate insurance is paramount for medical equipment relocation. The cost of comprehensive insurance coverage will be factored into the overall service fee. Higher value equipment will necessitate higher insurance premiums."}
- {"title":"Urgency of the Move","description":"Rush or emergency relocations often come with premium charges due to the expedited nature of the service and potential disruption to the provider's schedule."}
- {"title":"Service Provider's Reputation and Experience","description":"Established and experienced medical equipment relocation specialists with a proven track record and the necessary certifications will generally command higher prices due to their expertise, reliability, and the assurance of a professional service."}
- {"title":"Additional Services","description":"This can include services like temporary storage, disposal of old equipment, or complex IT network integration for the relocated equipment. These will be added costs."}
Affordable Medical Equipment Relocation Service (Move & Re-install) Options
Moving delicate and specialized medical equipment requires expertise, precision, and careful planning. Our affordable medical equipment relocation service offers comprehensive move and re-installation options designed to minimize disruption to your operations while ensuring the safety and integrity of your valuable assets. We understand the unique challenges associated with transporting items like MRI machines, X-ray units, laboratory equipment, and surgical instruments. Our services are tailored to meet the specific needs of hospitals, clinics, research facilities, and private practices, providing peace of mind through a seamless transition.
| Service Component | Description | Cost-Saving Benefit |
|---|---|---|
| Professional Packing & Crating | Utilizes specialized materials and techniques for sensitive equipment. | Minimizes damage risk, reducing repair/replacement costs. |
| Secure Transportation | Climate-controlled, air-ride suspension vehicles for optimal protection. | Prevents damage from environmental factors and rough transit. |
| Expert De-Installation | Skilled technicians to safely disconnect and prepare equipment. | Avoids potential damage and ensures proper function post-move. |
| On-Site Re-Installation | Reassembly and connection of equipment at the new location. | Ensures immediate operational readiness, reducing downtime. |
| Calibration & Testing | Verification of equipment accuracy and functionality post-reinstallation. | Guarantees performance and compliance, avoiding costly errors. |
| Project Management | Dedicated point of contact to oversee the entire relocation process. | Streamlines communication, prevents delays, and ensures efficiency. |
| Insurance Coverage | Comprehensive insurance for your valuable medical equipment. | Provides financial protection against unforeseen incidents. |
Value Bundles and Cost-Saving Strategies
- Comprehensive Move & Re-Install Packages: These bundles are designed for maximum convenience and cost-effectiveness. They typically include professional packing, secure transportation, and expert re-installation and calibration at your new location. Bundling services often results in a lower overall cost compared to booking each service individually.
- Pre-Move Assessment & Planning: Our team conducts a thorough assessment of your equipment and facility to create a detailed relocation plan. This proactive approach identifies potential challenges early, allowing for optimized logistics, efficient packing, and minimized risks, ultimately saving time and money.
- Customized Packing Solutions: We utilize specialized packing materials and techniques tailored to the specific requirements of each piece of medical equipment. This not only ensures maximum protection during transit but can also reduce the need for costly repairs due to damage.
- Phased Relocation Options: For larger facilities or complex moves, we offer phased relocation strategies. This allows you to move equipment in stages, minimizing operational downtime and spreading costs over a longer period.
- Off-Peak Scheduling Discounts: Moving during non-peak hours or days can often lead to reduced labor and transportation costs. We can work with you to identify the most cost-effective scheduling for your move.
- Consolidation of Services: When possible, we can consolidate multiple equipment moves into a single trip, significantly reducing transportation expenses.
- Long-Term Contract Pricing: For institutions with recurring relocation needs, we offer discounted rates for long-term service contracts.
- De-Installation and Re-Installation Expertise: Our technicians are trained in the precise de-installation and re-installation of a wide range of medical equipment. This in-house expertise prevents the need to hire separate specialized technicians, saving you time and money.
- Disposal and Recycling Options: If you are upgrading equipment, we can offer cost-effective disposal or recycling services for your old units, potentially offsetting some relocation costs.
Verified Providers In Botswana
When seeking healthcare services in Botswana, particularly those offered by specialized clinics and facilities, it is paramount to ensure that the providers you choose are not only licensed but also accredited by recognized health organizations. Franance Health stands out in this regard, holding esteemed credentials that underscore their commitment to quality, safety, and patient-centered care. Their verification by reputable bodies signifies adherence to stringent standards, offering a higher degree of confidence and peace of mind to individuals seeking medical attention. This dedication to excellence makes Franance Health a compelling choice for your healthcare needs.
| Credential/Certification | Issuing Authority | Significance for Patients |
|---|---|---|
| Ministry of Health and Wellness Accreditation | Government of Botswana | Ensures adherence to national health laws, safety standards, and basic quality of care. |
| ISO 9001:2015 (Quality Management) | Accredited Certification Body | Demonstrates a commitment to consistent quality, efficiency, and customer satisfaction through standardized processes. |
| Specialized Medical Accreditation (e.g., for diagnostics, labs, etc.) | Relevant Professional/International Bodies | Confirms advanced expertise and adherence to best practices within a specific medical field. |
| Partnerships with Major Health Insurers | Various Insurance Companies | Indicates financial stability and a level of quality that meets the requirements of trusted insurance providers, simplifying payment processes. |
Key Credentials and Their Significance:
- {"title":"Ministry of Health and Wellness Accreditation (Botswana)","description":"This is the fundamental requirement for any healthcare facility operating in Botswana. Franance Health's accreditation signifies their compliance with national health regulations, standards for infrastructure, equipment, staffing, and operational procedures. It ensures they meet the basic benchmarks for safe and effective healthcare delivery within the country."}
- {"title":"ISO Certification (e.g., ISO 9001:2015 for Quality Management)","description":"While not always mandatory for all healthcare providers, ISO certification, particularly for Quality Management Systems, demonstrates a proactive commitment to continuous improvement, customer satisfaction, and efficient operational processes. Franance Health's potential ISO certification indicates a structured approach to delivering consistent, high-quality services and managing risks effectively."}
- {"title":"Specialized Medical Accreditation (if applicable)","description":"Depending on the specific services offered by Franance Health (e.g., diagnostics, specialized surgery, mental health), they may hold accreditations from relevant international or national bodies governing those specialties. These accreditations signify expertise, adherence to advanced protocols, and a higher level of competence within their specific field."}
- {"title":"Partnerships with Reputable Insurance Providers","description":"While not a direct credential of the facility itself, strong partnerships with leading health insurance companies in Botswana is an indicator of trust and financial viability. Insurers often conduct their own due diligence before approving facilities for direct billing, which reflects positively on Franance Health's operational integrity and service quality."}
Scope Of Work For Medical Equipment Relocation Service (Move & Re-install)
This Scope of Work (SOW) outlines the requirements for the relocation and re-installation of medical equipment. This document details the technical deliverables and standard specifications that the service provider must adhere to. The objective is to ensure a safe, efficient, and compliant transfer of medical devices from the origin to the destination site, followed by their functional re-installation.
| Section | Description | Standard Specifications / Technical Deliverables |
|---|---|---|
| Detailed assessment of all equipment, origin and destination site conditions, access routes, and potential challenges. | Conduct a comprehensive site survey at both origin and destination. Provide a detailed equipment inventory list with serial numbers, dimensions, weight, and special handling requirements. Develop a detailed relocation plan including timelines, resource allocation, risk assessment, and communication protocols. Obtain necessary permits and approvals for transport. |
| Safe disconnection and disassembly of medical equipment at the origin site. | Disconnect all power, data, and fluid lines according to manufacturer specifications. Document all connections for re-installation. Dismantle equipment only if necessary and if permitted by the manufacturer. Ensure proper labeling of all components and cables. Contain and secure any residual fluids or gases. |
| Appropriate packaging to protect equipment during transit. | Use custom-built crates or specialized shock-absorbing packaging as required by equipment type and fragility. Utilize anti-static materials for sensitive electronics. Ensure all packaging is clearly labeled with equipment name, destination, handling instructions (e.g., 'Fragile', 'This Side Up'). |
| Secure and safe transit of equipment from origin to destination. | Utilize climate-controlled, air-ride suspension vehicles equipped with appropriate securing devices. Ensure vehicles are equipped to handle the weight and dimensions of the equipment. Maintain continuous monitoring of environmental conditions (temperature, humidity) if required by equipment specifications. Provide proof of insurance for transported goods. |
| Careful unpacking and placement of equipment at the destination site. | Unpack equipment in designated areas. Inspect for any visible damage incurred during transit. Position equipment in its final location according to the approved layout plan. Ensure adequate clearance for operation and maintenance. |
| Reassembly and reconnection of equipment at the destination site. | Reassemble equipment according to manufacturer guidelines and documented de-installation records. Reconnect all power, data, and fluid lines. Ensure all connections are secure and correct. Perform initial power-up and diagnostic checks. |
| Verification of equipment functionality and accuracy post-installation. | Perform full functional testing and calibration of all re-installed equipment using manufacturer-approved procedures and calibrated test equipment. Generate calibration certificates and test reports. Demonstrate equipment operation to designated hospital personnel. |
| Provision of all relevant documentation and formal handover. | Provide a comprehensive relocation report detailing all activities, challenges encountered, and resolutions. Submit all calibration certificates, test reports, and any updated operational manuals. Obtain a formal sign-off from the client acknowledging successful completion of services. |
| Adherence to all safety protocols and regulatory requirements. | Comply with all OSHA, HIPAA, and other relevant local, state, and federal regulations. Adhere to all manufacturer's specific safety and installation guidelines. Ensure all personnel are trained and certified for handling medical equipment. Implement robust risk management procedures throughout the project. |
| Proper disposal of packaging materials. | Responsible and environmentally friendly disposal of all packing materials and debris generated during the relocation process. Sort and recycle materials where possible. |
Key Objectives
- Safe and secure transportation of all specified medical equipment.
- Minimizing downtime for critical medical equipment.
- Ensuring proper re-installation and functional testing of all equipment.
- Compliance with all relevant safety regulations and manufacturer guidelines.
- Minimizing risk of damage to equipment, facilities, and personnel.
Service Level Agreement For Medical Equipment Relocation Service (Move & Re-install)
This Service Level Agreement (SLA) outlines the response times and uptime guarantees for the Medical Equipment Relocation Service (Move & Re-Install) provided by [Your Company Name] to [Client Name]. This SLA is an integral part of the Master Service Agreement (MSA) between the parties.
| Severity Level | Definition | Response Time Target | Uptime Guarantee Period (Post Re-Install) | Escalation Procedure |
|---|---|---|---|---|
| Severity 1 (Critical) | Equipment failure or relocation requirement that critically impacts patient care or poses an immediate safety risk. Complete outage of essential medical function. | Within 2 hours of reporting | N/A (Focus on immediate resolution) | Immediate escalation to senior management and dedicated support team. |
| Severity 2 (High) | Equipment failure or relocation requirement that significantly impacts patient care but allows for partial workaround. Significant degradation of medical function. | Within 8 business hours of reporting | 72 hours (if applicable to re-installation) | Escalation to team lead within 4 business hours. |
| Severity 3 (Medium) | Equipment failure or relocation requirement that causes inconvenience or minor impact on patient care. Minor degradation of medical function. | Within 24 business hours of reporting | N/A (Focus on scheduled resolution) | Resolution within next scheduled service window. |
| Severity 4 (Low) | Non-critical issue, request for information, or minor adjustment not affecting immediate patient care. | Within 48 business hours of reporting | N/A | Resolution through standard support channels. |
Service Level Objectives (SLOs)
- Emergency Response Time: For critical equipment failures or unexpected urgent relocation needs impacting patient care, a qualified technician will be dispatched and begin work within 2 hours of a Severity 1 incident being reported.
- Standard Response Time: For scheduled relocations and non-critical issues, a qualified technician will be dispatched and begin work within 24 business hours of a confirmed service request.
- Uptime Guarantee (Post Re-Installation): Following successful re-installation and testing of relocated medical equipment, [Your Company Name] guarantees 99.9% uptime for the equipment for a period of 72 hours. This guarantee applies to the proper functioning of the equipment as it relates to the relocation and re-installation process, not to inherent equipment faults or failures unrelated to the service provided.
- Resolution Time: While specific resolution times for complex issues may vary, [Your Company Name] will make commercially reasonable efforts to resolve reported issues within 8 business hours for Severity 1 incidents and 24 business hours for Severity 2 incidents, after the initial response.
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