Image.Care customer services. We care. We deliver. We commit.

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1 Image.Care customer services We care. We deliver. We commit.

2 We care You know us for our premium healthcare imaging solutions. It s their dependability that helps you achieve absolute confidence and ensure optimal care. But our commitment does not end there. With Image.Care, we are committed to providing the level of support you have come to expect when you put your trust in Barco. We make a difference by delivering the services that best suit your needs, no matter where you are. By customizing our support offering to meet your unique requests. And by assisting you to help you stay ahead. We have gained your trust by providing reliable, high-quality solutions. We maintain it by ensuring the best customer care. Contact us Contact your local Barco support office by phone or Log on to e-support helpdesk Access 24/7 online self service portal my.barco.com Lean more about our all-inclusive online QA software service

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5 Professional support anytime, anywhere We have developed a network of offices and partners across every continent to provide professional regional assistance in your local language. Because we have offices all over the world, we can support service options to suit most time-critical requirements. And there s more. To ensure constant support in your region, we have established dedicated Image.Care helpdesk hotlines for immediate live phone support staffed by trained service professionals. Flexible service options to suit your needs With our Service Level Essential and Premium packages, we are confident that you will find a support package that fits your needs. For complete peace of mind, our Service Level Premium package offers a wide range of customer-oriented benefits. In addition, our my.barco.com service portal provides 24/7 online support so you can get self-help whenever it suits you. It is the ideal platform to launch service requests, find driver downloads, product manuals and much more. With the unique, all-inclusive MediCal QAWeb, we offer a wide range of software services, including asset management, QA reporting, automatic problem solving and a whole host of other benefits. Education and on-site assistance We offer instructor-led training courses, on-site assistance, consultancy services and informative seminars and webinars to help you get the most from your Barco products.

6 We deliver We offer a wide variety of services to ensure your Barco products operate at peak efficiency while keeping expenses under control and maintaining maximum uptime. Professional helpdesk Our dedicated helpdesk hotlines are run by trained product specialists who ensure immediate and real-time assistance in many languages, and who are committed to delivering excellent customer service. Central point of contact Inquiry handling Emergency coverage Problem resolution Hardware maintenance Our service engineers have an in-depth knowledge of your Barco product and offer the highest level of repair services. For obsolete products, Barco aims to provide a 5-year servicing period starting from the end-of-life date. Repairs and upgrades Calibration and testing Panel replacement and color matching Obsolescence management

7 Online services MediCal QAWeb Server MediCal QAWeb Healthcare facility Secured internet connection Remote office This all-inclusive online service frees up IT resources, maximizes uptime and allows you to manage your global medical display assets. The standard MediCal QAWeb Essential software license is included free of charge with the purchase of all Barco medical displays. By upgrading to a MediCal QAWeb Premium License you will benefit from: Healthcare facility Additional QA/QC tests Automatic problem solving Extended remote support Full reporting capabilities Asset management e-support: Contact the helpdesk Log on to esupport at for: My.barco.com My.barco.com is our 24/7 online self service portal that gives access to: Technical questions Return Material Authorization (RMA) Service requests status tracking Driver and software downloads Service requests platform Warranty and EOL information Compatibilities matrices Online training tools & webinars On-site assistance and training On-site support Our team of service professionals offers the expert assistance you need at your facility. Maintenance and consultancy Preventive assistance Acceptance testing Constancy checks Training Our service offering includes a variety of training programs brought to you by competent instructors with extensive product experience. On site or remote Customized or standard

8 Flexible service options Protect your clinical efficiency In a busy healthcare environment where maximum uptime and patient throughput is critical, Barco supports you by providing the best products and support you need. That s why we warrant our products from the date we ship. Image.Care services Essential Premium E-support & my.barco.com self service portal access Professional helpdesk hotline support Backlight lifetime luminance warranty Premium single-swap upfront replacement service Guaranteed multi-head color matched replacement service Essential repair service incl. materials and labors Optional* 5-business day express repair service Optional* loan unit service MediCal QAWeb Online Software Service** Essential Premium Central calibration and QA scheduling Knowledge base access Basic reporting and global fleet management tools*** Extended cloud-based remote calibration & QA support Automatic alerts and problem solving Complete global fleet and asset management services*** Full audit trail and budget reporting MQSA and regulatory reports * Please contact your local Barco service center for information on availability of optional services in your area. ** For a complete overview of the features and customer related benefits please contact your local Barco sales representative for more information. *** MediCal QAWeb includes fleet management tools that allow you to manage your medical display throughout the hospital enterprise We recommend Nio and Coronis customers to upgrade to our Service Level Premium package which guarantees maximum uptime, additional cost-savings and complete peace of mind.

9 Guaranteed multi-head color-matched upfront replacement Customers who upgrade to our Service Level Premium package benefit from our dedicated color matching warranty on our Coronis and Nio products, which helps avoid color differences between displays after replacement. Color-matched unit or entire system replacement A simple automated calibration and your system is up and running Backlight luminance warranty We offer a clearly defined dedicated backlight luminance warranty for our Nio and Coronis products to ensure highprecision luminance calibration during the 5 year warranty period, limited by a minimum guaranteed usage time. Standard 5-year warranty All of our Nio and Coronis products come standard with a 5-year warranty for complete peace of mind during the entire lifetime of the product. The Service Level Premium package can be purchased with the Nio and Coronis displays for 3 or 5 years. An existing Service Level Premium contract can be extended further for up to a maximum of 5 years. All other Barco products are supported through a competitive standard 2 or 3-year warranty package. Contact your local Barco sales representative about warranty extension programs offered in your region.

10 We commit Each day, we strive to deliver the best customer care. That s why we have defined a set of customer service commitments. These commitments stand for the principles we live by, each and every time. They drive us towards our key values of integrity and dedication. And they set the standards we aim to meet to make sure we exceed all of your expectations. Our commitments to our customers 1. We will safeguard your investment by providing industry-leading warranty periods. For example, we commit to offer a standard 5-year warranty on all of our Nio and Coronis products. 2. We will always be available to ensure continuous access to our Image.Care service, whether through our dedicated support hotline helpdesk or our 24/7 online service portal. 3. We will ensure maximum image quality and system uptime through our online MediCal QAWeb service, included free of charge with the purchase of your Barco medical display. 4. We will handle your requests and deliver our services in a timely manner, regardless of where you are located. 5. We will communicate politely, professionally, and clearly and keep you informed in a way that is easy to understand. 6. We will be flexible in the services we provide to you and make sure we meet your specific needs. 7. We will help you get the most from our products by providing both on-site and remote education. 8. We will listen to what you have to say and include your feedback on our products and services to deliver even better support. 9. When a product becomes obsolete, we will continue to service this product for 5 more years. 10. If you should have complaints, we will take them seriously, evaluate them with you and act appropriately.

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12 Supporting healthcare professionals a billion times per year More than a billion times each year, Barco display solutions help physicians make critical decisions. Every day, Barco provides them with peerless diagnostic performance. Barco presents a full range of advanced display solutions for mammography, radiology, surgery, and pathology, along with DICOM compliant clinical displays and mobile point of care devices. Barco s commitment to quality has earned the trust of customers from all over the world, who partner with Barco to meet their most demanding imaging challenges. This partnership approach is also reflected in Barco s worldwide customer service network, ensuring professional support, wherever you are, whenever you need it. M00196-R SB September 2011 Availability of support services is subject to change without prior notice. The latest information can be found on