Technical Services
When you are a Masimo customer, you enjoy the personal service and proven experience of a global leader in patient monitoring. Our teams around the world are dedicated to ensuring that our products are operating at their highest performance level and are backed by the strength and resources of Masimo Global Services.
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.
For access to DFU’s and Operator Manuals please go to: http://www.masimou.com If you are not currently registered please click on “New users register here” and use the Registration Code: dfu
| Region | Availability | How to Reach Us | |
|---|---|---|---|
| United States | 6:00AM to 5:00PM PST Mon-Fri |
TechService-US@masimo.com | (800) 326-4890 x2 |
| - iSpO2 non-medical product | 6:00AM to 5:00PM PST Mon-Fri |
TechSupport-US@masimo.com | (877) 964-8378 |
| - X-CAL | 6:00AM to 5:00PM PST Mon-Fri |
XCAL@masimo.com | (877) 932-XCAL |
| Canada | 8:30AM to 4:30PM EST Mon-Fri |
TechService-Canada@masimo.com | (888) 336 0043 x3 |
| Japan | 10:00AM to 5:00PM JST Mon-Fri |
TechService-Japan@masimo.com | +81 47 328 5401 |
| Europe, Middle East & Africa | 8:00AM to 5:30PM CET Mon-Fri |
TechService-EMEA@masimo.com | +41 32 720 1155 |
| - Spain | 8:30AM to 5:30PM CET Mon-Fri |
TechService-ES@masimo.com | +34 91 804 9734 |
| - United Kingdom | 8:30AM to 5:30PM GMT Mon-Fri |
TechService-UK@masimo.com | +44 1256 479 988 |
| - Germany | 8:30AM to 5:30PM CET Mon-Fri |
TechService-DE@masimo.com | +49 89 800 658 990 |
| - France | 8:30AM to 5:30PM CET Mon-Fri |
TechService-FR@masimo.com | 0800 006 001 |
| - Italy | 8:30AM to 5:30PM CET Mon-Fri |
TechService-IT@masimo.com | +39 02 4507 6310 |
| Asia-Pacific | 9:00AM to 5:00PM SGT Mon-Fri |
TechService-APAC@masimo.com | +65 6392 4923 |
| - India | 9:30AM to 6:30PM, IST Mon-Fri |
TechService-IN@masimo.com | +65 6392 4923 |
| - Singapore | 9:00AM to 5:00PM SGT Mon-Fri |
TechService-APAC@masimo.com | +65 6392 4923 |
Drops, Spills, Theft - No Problem!
Masimo has complete confidence in the quality and performance of its products and includes limited warranties on every product sold. However, accidents do happen. Some accidents may be severe enough to cause retirement of equipment earlier than planned due to unpredictable repair costs. Protect your Masimo equipment and budget with Protection+ and enhance your equipment’s warranty for the accident that just may happen.
Upgrading Masimo’s standard and extended warranty with MasimoCare Protection+
- Protection+ for SafetyNet (PN 2458) provides unlimited phone and remote support as well as on-site service when required. It covers software updates and upgrades and protects against appliance obsolescence. And when needed, rapid turn around for all equipment repairs and replacement needs. EMR and Patient Trend Analysis Maintenance is also covered by this program.
- Protection+ for devices (PN 3469) covers damage not covered by a standard or extended warranty such as damage caused by a drop, fall, liquid intrusion or theft. For customer desiring product verification services, Masimo Protection+ for devices will also cover an electrical check; battery check; functional test; alarm check; software update. Protection+ for devices covers two (2) events over a three (3) year period. Product must be covered by a standard or extended warranty.
- Protection+ for SpCO sensors (PN 3470) offers full replacement coverage for SpCO sensors with a paid deductible. Any damage to the sensor is covered, including theft.
| Year 1 | Year 2 | ||||
|---|---|---|---|---|---|
| Activity | Standard Warranty | Protection+ | At Risk | Extended Warranty | Protection+ |
| Cleaning solution damage | Not covered | Covered | Not covered | Not covered | Covered |
| Replacement battery (if needed) | Not covered | Covered | Not covered | Not covered | Covered |
| Replacement for stolen device | Not covered | Covered | Not covered | Not covered | Covered |
| Out-of-Warranty Repair | #### | #### | Not covered | Covered | #### |
Masimo Technical Services has won the 2011 and 2012 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”