Technical Support Services For Arrow Intra-Aortic Balloon Products

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1 Technical Support Services For Arrow Intra-Aortic Balloon Products Personalized Responsiveness Exceeding Expectations CARDIAC ASSIST

2 Proven History

3 INTRODUCTION The Arrow International Technical Support Department upholds a companywide commitment to providing each of our customers with unparalleled support to optimize long-term intra-aortic balloon pump (IABP) performance. Whether your machine is under warranty or in its post-warranty cycle, we deliver a professional yet personal approach to meeting your individual needs. At Arrow, we take tremendous pride in our support programs and our ongoing ability to exceed the expectations of our customers. The many benefits offered by our Technical Support Services Department include: 24/7 global support access Comprehensive on-site services Technical training and certification Customized support programs tailored to your needs Parts and materials support Post-warranty support consultation and planning Preventive maintenance services and tracking Service history tracking Product update services GENUINE 24-HOUR SUPPORT: IT S ABOUT TIME When you have Arrow as your IABP partner, it doesn t take long to realize you re not alone. Our refreshingly accessible support staff is always ready to address whatever needs you might have. And when you encounter a critical situation involving a patient, you can be confident that Arrow will respond rapidly and reliably. Continuous telephone support: Call our IABP Product Support Hotline at IABP (4227) to access customer-friendly, solutions-based, 24/7 telephone support. Electronic support: For online access, contact our customer-friendly staff at or your representative. Our technical team monitors this network and will respond to your needs on the same business day. THE ARROW IABP WARRANTY: A GREAT PLACE TO START The on-site comprehensive support program accompanying each IABP system is designed to optimize equipment performance and keep you, the customer, satisfied. A sampling of components includes: On-site, 7-day-a-week services available, including weekends and holidays 24-hour, no-charge work windows to all hours and all shifts Select parts and subassembly coverage on an exchange basis All on-site service, parts, and travel expenses are covered Unlimited number of service visits Technical telephone assistance for troubleshooting and system diagnosis On-site response commitment averaging less than 24 hours from your service request On-site, on-the-job training and updates for in-house service personnel Preferred customer status for priority response time

4 Flexible

5 EXPERIENCE THAT EXCEEDS EXPECTATIONS When it comes to seasoned, knowledgeable support staff, Arrow delivers like no other company. Many of our Field Service Engineers have been working together as a team since the mid 1970s. In fact, the average tenure of this support group is 23 years. So, you can be confident that when you need technical advice, you re benefiting from the kind of hands-on IABP know-how that only an Arrow Technical Support Engineer can provide. FAR-REACHING, REGIONAL SUPPORT Arrow Worldwide Support is centralized in our Everett, Massachusetts, facility. In the United States, Arrow has established an effective regional model to approach technical support. By generating decisions and solutions at a district level closest to you, our customer we are able to streamline the support you receive and offer the kind of personalized responsiveness with which the Arrow name has come to be associated. INSTALLATION TO START YOU ON THE RIGHT TRACK We go to great lengths to ensure that your experience with Arrow products and people begins and remains world class. Prior to use, all newly purchased IABP instrumentation is installed and thoroughly inspected by a certified Field Service Engineer. Hospital biomedical engineering staff members are encouraged to be present and ask questions during installation. POST-WARRANTY PARTNERSHIP YOU CAN BE COMFORTABLE WITH During the final months of warranty, post-warranty support needs and coverage options are reviewed with our customers. We offer several support programs to accommodate a variety of parameters and budgets. Simply choose the plan that works best for you: PLATINUM Comprehensive coverage comparable to on-site warranty service GOLD Full coverage during normal business hours (Monday Friday) SILVER Customized coverage for those who prefer to service and maintain their own IABP instrumentation BRONZE Comprehensive preventative maintenance inspection by an experienced Arrow IABP Service Engineer

6 Solutions

7 TECHNICAL TRAINING HELPS ENSURE SUCCESS Biomedical Engineering Technical Training Seminars are held regularly at convenient locations across the United States, as well as worldwide. On-site technical training sessions may also be arranged. Through these training programs, Arrow is committed to supporting those customers who opt to maintain their IABP instrumentation through internal service organizations. Course objectives include: Indications and contraindications for IABP system use Identifying hemodynamic benefits of the IABP system Corrective and preventative maintenance of the IABP system Hands-on experience and labwork Troubleshooting and system repair Identification and review of IABP-specific tools and techniques ON-DEMAND SERVICE: THERE WHEN YOU NEED IT For those hospitals that choose to handle post-warranty equipment maintenance internally, Arrow offers non-contract corrective and preventative maintenance services upon request to supplement your local support efforts. PARTS SALES FOR ON-GOING SUPPORT As part of our continuing effort to provide optimal maintenance and support, Arrow is committed to managing sufficient inventory levels of high-quality replacement parts. Orders for parts are also processed through Arrow s 24/7 IABP Product Support Hotline ( IABP [4227]) and are generally shipped the same day. IABP RENTAL OPTION For those interested, or with occasional short-term demand needs, Arrow offers IABP systems to rent. These machines include standard accessories required for patient use. Arrow will schedule delivery of the requested rental unit within 24 hours. ARROW MAKES TECHNICAL SUPPORT SIMPLE The bottom line: Arrow International understands the importance of quality, consistent IABP maintenance and service support relationships that are built and maintained on performance and trust. Our approach to technical support is one based on flexibility and responsiveness tailored to satisfy the individual needs of each customer. From our friendly telephone representatives to our unmatched team of experienced Field Service Engineers, we promise to deliver the excellent level of support you deserve and expect from a world class organization.

8 To locate an Arrow Distributor or for ordering information, contact Customer Service at: United States International Tel: Tel: Fax: Fax: Clinical & Technical Support When You Need It Most At Arrow International, our technical support continues well beyond the installation of your equipment. One of our experienced Clinical Support Specialists is on call for you 24 hours a day, 7 days a week to respond to the needs of your staff. You can even fax a recorder strip to the Clinical Specialist for immediate assistance or verification of your timing and triggering choices. Support and troubleshooting assistance from Arrow Clinical Support are also available via computer modem* directly from select balloon pump consoles for in-house viewing. All levels of clinical support & technical assistance, 24 hours a day, 7 days a week INTRA-AORTIC BALLOON PRODUCT SUPPORT HOTLINE U.S. and Canada: Worldwide: IABP (4227) *Modem capability is not available on all pump models. Caution: U.S. Federal Law limits this device to sale by or on order of a physician. Contents of unopened, undamaged package are sterile. Disposable. Refer to package insert for current warnings, indications, contraindications, precautions, and instructions for use. U.S. Patent Nos. 6,258,035, 6,569,103 and 6,887,206 Distribution Worldwide: Arrow offices are located in Belgium, Canada, Czech Republic, France, Germany, Greece, India, Italy, Japan, Mexico, Netherlands, Slovakia, South Africa, Spain, and the United States. Arrow International, Inc., 2400 Bernville Road, Reading, PA U.S.A. Tel: TSB-I 12/05 8M CRB Arrow International, Inc. U.S.A. All rights reserved. Printed in the U.S.A.

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