When you're shopping for the right imaging equipment service contract, it's easy to mostly focus on the price.
But it really hurts if you find out those contracts didn’t include critical parts or the engineer was hours away and it's too late to change.
Price matters. But it’s not the only factor you should know before you sign your contact. Before you leap headfirst into a service plan, ask these five questions:
1. What's included in my service contract?
2. Where is my engineer coming from?
3. Are parts available for my system?
4. What are my cancellation terms?
5. What are my options for payment terms?
1. What's included in my service contract?
Many full-service contracts come with a few caveats. Be sure that you understand clearly what’s NOT included in your agreement. Glassware, after-hours coverage, and damages caused by environmental failures are often among the most common exclusions.
Also, ask what types of support are built in: are there preventative maintenance, tech support, assigned coordinators, and overnight parts shipping? These are all standard in higher-tier contracts like full coverage plans, but not guaranteed across the board. In some cases, features like remote diagnostics or customer portals may be included to streamline communication and minimize downtime.
2. Where is my engineer coming from?
When your system goes down, it’s important to know whether or not your engineer needs to hop on a plane and fly across the country or if he can pop in while your techs are on their lunch break. Generally, the closer the engineer is to your facility, the sooner you can expect to be up and running again.
This question can save you both money and headaches as your distance from the nearest engineer is also one of the biggest factors affecting your service cost and response time.
3. Are parts available for my system?
Although some of your service calls might be resolved without any need for parts, many times this isn’t the case. If parts are needed, it’s imperative that your service provider have access to them through either their own inventory or through a network of parts vendors.
A side note to this question: ask your provider if they offer next-day shipping on replacement parts. The ability to get parts overnight is key to keeping optimal uptime.
Also ask about system-specific coverage: MRI coils, coldheads, compressors, CT tubes, X-ray image intensifiers, and ultrasound transducers aren’t always covered unless you clarify.
4. What are my cancellation terms?
Don’t get trapped in a contract you aren’t confident in. Some providers will hold a customer to a contract. Others will allow early cancellation, but will assess a fee.
5. What are my options for payment terms?
Most hospitals, clinics and imaging centers don’t have the funds to pay multiple years’ worth of service for their imaging equipment up front. Whether yearly, quarterly, or monthly works best for you, ask your prospective service provider what there flexibility is in this area.
Also be sure to confirm whether they offer pricing options for Preventative Maintenance or Time & Materials service, in case full coverage doesn’t make sense for your needs. Custom plans might offer cost savings or lower risk, depending on your system’s age, condition, and workload.
Bottom line: know before you sign
The things above are every bit as important to know BEFORE you go signing any paperwork as getting a great price, perhaps even more important.
Don’t compromise features that your equipment is certain to need simply to save a few bucks. Anything you save up front stands a good chance of being spent later on as problems crop up without coverage.
On top of those costs, you can also count on the additional headaches and stress that come with fielding equipment failure.
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Chris Kinnas: October 1, 2025
