Service & Support Packages

If you choose not to add a support package, your standard warranty and business-hours support still apply as usual

2-year warranty on units | 18 months on probes

What’s Covered

• Defects in materials and workmanship under normal use

• Repair or replacement by Ultrana Medical or authorised technicians

• Email support during business hours only (24 hour response) 

• Warranty continues for the remainder of the original period or 90 days after repair (whichever is longer)

Conditions

• Must follow manufacturer’s usage and maintenance guidelines

• Only authorised repairs are covered

• Applies to purchases within Australia and is non-transferable without written consent

• Pay-as-you-go service (not covered under warranty) – $200 + GST/hr + Shipping

Exclusions

• Normal wear and tear, consumables, and accessories

• Misuse, neglect, unauthorised repairs, or damage from accidents

• Cosmetic damage or environmental exposure beyond product guidelines

• Issues from unauthorised software or firmware changes

• 3rd Party software or hardware integrations
• Networking and general IT support
• Out of business hours support 

Service Process

• Customers cover shipping to Ultrana; return shipping is covered by Ultrana

• Claims must include proof of purchase and defect details

• Claims should be made within 30 days of identifying an issue

• Non-warranty repairs available at standard rates

Support Under Warranty

• Basic support for original software functionality

• No responsibility for data loss or business disruption during repairs

• If the product model is discontinued, equivalent replacements will be offered when available