
v Model 515B/C
User’s Manual Rev. 02
Service Policy
Novametrix Medical Systems Inc. will provide Warranty Service Support to its customers
within 48 hours of receiving a telephone request for technical support. This 48 hour period
begins once a service request is placed through the Factory Technical Support Department in
Wallingford, Connecticut.Novametrix provides factory direct technical support to its customers
through a technical support group located in Wallingford, Connecticut and company service
representatives located throughout the United States. All Technical Support for Novametrix
products is provided “Factory Direct.”
Novametrix provides 24 hour a day technical support accessibility via telephone numbers (800)
243-3444 or (203) 265-7701. After hours technical support requests (before 8:00 AM and after
5:00 PM Eastern Time) will be responded to promptly by the Technical Support On-Call staff.
It is suggested that any person calling in for technical support have the inoperative equipment
available for preliminary troubleshooting as well as product identification. Novametrix reserves
the right to repair or replace any product found to be defective during the warranty period.
Repair may be provided in the form of replacement exchange parts or accessories, on-site
technical repair assistance or complete system exchanges. Repairs provided due to product
abuse or misuse will be considered “non-warranty” and invoiced at the prevailing service rate.
Any replaced defective material is expected to be returned to Novametrix within 10 days of
being provided in order to avoid additional charges. Exchanged material should be returned
promptly and directly to Novametrix using the return paperwork and shipping label(s) provided.
Transferring return materials to local sales or dealer representatives does not absolve return
responsibility.
Novametrix manufactures equipment that is generally “user serviceable” and can usually be
repaired with the replacement of a plug-in electro-mechanical assembly by the clinical end user.
When repair parts are provided, the recipient can call into Novametrix for on-line replacement
assistance and repair assurance. In the event a replacement part requires increased technical
capability, Technical Support may request Biomedical assistance, provide on-site technical
support or complete replacement equipment. If the customer requires the return of their original
product, the exchange material will be considered “loaner material” and exchanged again after
the customer equipment is repaired.
Novametrix promotes customer participation in warranty repairs should they become necessary.
This program allows for customer training and a smooth transition into self-maintenance after
warranty, which can provide substantial cost savings on repairs throughout the product’s life.
The Novametrix Technical Support Department can provide technical product support at a level
appropriate to most customers protocol and budget requirements. Please contact the Technical
Support Group at Novametrix for additional information.
Additional Novametrix Technical Support Programs:
• Focus Series Technical Training Seminars
• Test Equipment and Test Kits
• Service Contract / Part Insurance Plans
• On-Site Technical Support
• 24 hr. telephone support
• “Demand Services”
Flat rate parts-exchange,
Flat rate return for repair
Time and Material,
Full warranty, discounted replacement sensors.