Masimo’s service and repair network includes strategically placed depot repair facilities around the world. Our repair depots are staffed with factory trained personnel and include the latest in patient monitoring test equipment.
Normal business hours for telephone support are noted below. During non-business hours and on Masimo-observed holidays, response time for speaking with a qualified technical services representative will be within 2 hours (typically under 30 minutes). Emergency services may be available after normal business hours. See below for local contact numbers.
|Region||Availability||How to Reach Us|
|Non-medical product/Animal Health||6:00AM to 5:00PM PST Mon-Fri||[email protected]||+1 877 964 8378|
|X-CAL||6:00AM to 5:00PM PST Mon-Fri||[email protected]||+1 877 932 XCAL|
|United States||6:00AM to 5:00PM PST Mon-Fri||[email protected]||+1 800 326 4890 x2|
|Canada||8:30AM to 4:30PM EST Mon-Fri||[email protected]||+1 888 336 0043 x3|
|Mexico||6:00AM to 5:00PM PST Mon-Fri||[email protected]||01 800 099 0593|
|Japan||9:00AM to 6:00PM JST Mon-Fri||[email protected]||+81 47 328 5401|
|Europe & Africa||8:30AM to 5:00PM CET Mon-Fri||[email protected]||+31 20 241 0407|
|Switzerland||8:30AM to 5:00PM CET Mon-Fri||[email protected]||+41 32 720 1155|
|Spain||8:30AM to 5:00PM CET Mon-Fri||[email protected]||+34 91 123 8714|
|United Kingdom||8:30AM to 5:00PM GMT Mon-Fri||[email protected]||+44 1256 479988|
|Germany||8:30AM to 5:00PM CET Mon-Fri||[email protected]||+49 89 800 658 9990|
|France||8:30AM to 5:00PM CET Mon-Fri||[email protected]||0800 006 001|
|Italy||8:30AM to 5:00PM CET Mon-Fri||[email protected]||+39 02 4507 6310|
|The Netherlands||8:30AM to 5:00PM CET Mon-Fri||[email protected]||
+31 20 241 0407
|Middle East & Turkey||8:00AM to 5:00PM AST Sun-Thu||
+966 533 588 891
|Saudi Arabia||8:00AM to 5:00PM AST Sun-Thu||[email protected]||+966 533 588 891|
|Asia-Pacific||9:00AM to 5:00PM SGT Mon-Fri||[email protected]||+65 3163 9998|
|India||9:30AM to 6:30PM IST Mon-Fri||[email protected]||0008009190555 (+91 if calling from overseas)|
|Singapore||9:00AM to 5:00PM SGT Mon-Fri||[email protected]||+65 3163 9998|
|China||9:00AM to 5:00PM CST Mon-Fri||[email protected]||+86 400 630 7892|
|Australia & New Zealand||9:00AM to 5:00PM AEST Mon-Fri||[email protected]||
+61 1800 884912 (Toll Free)
+61 2 7201 8311 (Local)
|Hong Kong||9:00AM to 5:00PM HKT Mon-Fri||[email protected]||+852 5803 6491|
In today’s fast-paced medical environments, accidents happen and equipment can become damaged. Because caregivers and patients depend on that equipment, downtime must be kept to an absolute minimum. Masimo offers multiple service options to meet all of your support needs.
In addition to the standard limited warranty that comes with all Masimo devices, additional protection is available with Protection+, which is purchased with the device or system. Protection+ is designed to maximize product uptime, improve efficiency, and protect your budget from unpredictable repair costs.
Device Coverage Summary
Product Eligibility: All monitors and docking stations
(Including broken enclosure, drops, cracked screen, etc.)
(i.e. cleaning solution damage, etc.)
(i.e. electrical check, battery check, functional test, alarm check, software updates, etc.)
|Stolen Device Replacement||✓|
* Purchase option to extend Masimo's warranty available
Masimo Protection+ is not only available for your Masimo devices; it now offers expanded coverage for the Masimo Patient SafetyNet system. Protection+ for SafetyNet includes unlimited phone and remote support as well as on-site service when required. This unique service offering covers software updates and upgrades and provides discounts on newly released appliances giving you a path to Masimo’s latest technology at all times.
|Support by Phone||✓||✓|
|Support by VPN||✓||✓|
|Hardware Repair or Replacement||✓||✓|
|Software Updates (.x)||✓||✓|
|Product Specialist Training (onsite)||✓|
|Software Feature Upgrades (.x)||✓|
|On-Site Response/Hot Spare (NBD/Best Effort)||✓|
|Rapid Response on Hardware Replacements||✓|
Masimo Technical Services has won the 2011, 2012, 2013, 2014 and 2015 NorthFace Scoreboard Awards. This award is presented annually by Omega Management Group Corp. to recognize organizations that not only offer exemplary customer service but who are also committed to and are successful in exceeding their customer’s expectations. “Due to its unique ‘customer only vote’ criteria, the NorthFace ScoreBoard Award has been viewed as the only objective benchmark for excellence in customer service.”
* The use of the trademarks PATIENT SAFETYNET is under license from University Health System Consortium.