Services & Support

Available for purchase with your CyberKnife® and TomoTherapy® Systems are several service packages that include upgrade options, service support and tools to help ensure the success of your investment.

Diamond & Diamond Plus Service Program

The Diamond & Diamond Plus Service Program is the industry leading equipment investment protection program. With service and upgrade options included in the Diamond Plus agreement (currently available in the U.S. only), a medical center can now predictably plan for the cost of potential future upgrades and enhancements to the CyberKnife and TomoTherapy Systems. This not only provides an effective budgeting mechanism for the sites but also a highly cost effective route to staying on the cutting edge and providing the best possible care to their patients with an uptime guarantee and 24/7 telephone support. The Diamond Plus program includes all the value of the manufacturer’s warranty, plus full Accuray service support and up to two annual upgrades, when and if available. The two annual upgrades allow the user to select desired features from the available hardware and/or software upgrades offered by Accuray, increasing technology flexibility. Customer's also have access to various consulting services and training as part of the Diamond Plus advantage.

Emerald Service Program

Provides full service protection for the CyberKnife and TomoTherapy Systems. This service agreement combines the value of the standard manufacturer’s warranty with an uptime guarantee and 24/7 telephone support. If required, an on-site Accuray engineer is available for dispatch as well as access to the finest technical support. The Emerald Program is the most reliable equipment protection agreement, designed to ensure the system is in the best shape to provide world-class patient care.

Time & Material Option

Even at the end of the manufacturer’s warranty period, attractive options exist for centers that do not elect a service program. A variety of products and services are offered on a non-contract time and material basis for the CyberKnife and TomoTherapy Systems and the center can simply request the combination of products and services that best meets their specific needs. All selected services, support, products, training and other items for non-service contract sites are quoted at current list prices. A medical center may elect to sign up for one of Accuray’s service programs at any time.

Warranty

Accuray’s manufacturer’s warranty coverage maintains the CyberKnife and TomoTherapy Systems at the original equipment manufacturer’s (OEM) specification while providing phone support for both technical and application requests. Included in the warranty are all updates to both the system software and hardware during the warranty period. Periodic maintenance checks will be performed to ensure the system is operating at OEM standards. The standard warranty period is for 12 months on newly installed systems.

“When compared to other service support for the various equipment we have at St. Luke’s, Accuray’s service support through the Diamond Program is far superior; the Customer Support department is much more responsive.”
Cindy Thomason, Ph.D., Chief Medical Physicist
Aurora St. Luke’s Medical Center