Technician adjusting a Hillrom bed.

SmartCare™ Program Details

Protecting patients with proactive service solutions

Choose the best solution to protect your capital investments.

Extended Warranty:

Protection plans are available at point-of-sale only for up to 90 days after product ship date.  Coverage is available up to 3 years post standard 12-month warranty.

  • SmartCare™ Protection Service:
    Includes repair and parts.
  • SmartCare™ Protection+ Service:
    Includes repair, parts and PM (preventive maintenance).

Post Warranty:

Prevention, Response and Complete plans are available post capital sale.  Offerings range from PM only to full coverage to support your existing equipment needs.

  • SmartCare™ Prevention Service:
    Includes PM only.
  • SmartCare™ Response Service:
    Includes repair and parts.
  • SmartCare™ Complete Service:
    Includes repair, parts, and PM.
  • Services Retainers:
    A variety of programs designed to meet specific short-term needs.
  • Essential Parts:
    A program designed to provide replacement parts.

Program Details*

SmartCare™ Prevention Service

  • Coverage hours: Monday – Friday, 8AM – 5PM, excluding Hillrom holidays.
  • Included for all covered equipment:
    • Each preventive maintenance will be performed as outlined in the Original Equipment Manufacturer (OEM) technical service manual – the attached checklist is a representative example.
    • If a problem is found while performing work, Hillrom will notify Customer about the need for repair.
  • Hillrom will document the completion of the PM upon notification from Customer that the repair has been completed.
  • Customer can request Hillrom to complete the repair on a fee-for-service basis.
    • Hillrom will notify Customer of any needed repairs identified during routine maintenance events.
    • 24 hours a day 7 days a week Customer access to documentation of performed services at MyHill-Rom.com.

SmartCare™ Protection and Response Service 

  • Coverage hours: Monday – Friday, 8AM – 5PM , excluding Hillrom holidays.
  • Included for all covered equipment:
    • Parts and labor required for as needed repairs.
    • Customer must provide all parts and service manuals for maintenance and repair of non-Hillrom brand equipment.
    • Ongoing user assistance while Hillrom's service technician is on-site.
    • 24 hours a day 7 days a week Customer access to documentation of performed services at MyHill-Rom.com.
    • Protection plans available at point-of-sale only for up to 90 days after product ship date.

SmartCare™ Protection+ and Complete Service

  • Coverage hours: Monday – Friday, 8AM – 5PM , excluding Hillrom holidays.
  • Included for all covered equipment:
    • Parts and labor required for maintenance and repair.
    • Each preventive maintenance will be performed as outlined in the Original Equipment Manufacturer (OEM) technical service manual – the attached checklist is a representative example.
    • Customer must provide all parts and service manuals for maintenance and repair of non-Hillrom brand equipment.
    • Set up and delivery assistance for new equipment on request.
    • Ongoing user assistance while Hillrom's service technician is on-site.
    • 24 hours a day 7 days a week Customer access to documentation of performed services at MyHill-Rom.com.
    • Protection+ plans available at point-of-sale only for up to 90 days after product ship date.

Services Retainers include:

  • Service Retainer: a program offering service labor only for a specified time period.
  • Service Retainer Advanced: a program offering with a specifically defined scope of work covering a set number of units.
  • Service Retainer Blanket: a program offering both labor and parts up to a specified value for a specific time period.

Essential Parts

A program covering spare parts requirements to a set level of spending. Welch Allyn® and Mortara™ parts are NOT included in this program.


For All Programs*

  • Start date of service on new equipment will coincide with the expiration of original product warranty.
  • Customers with an active Hillrom service agreement may request repair services on additional Hillrom brand equipment located at that facility that are not included in the agreement under the Hillrom fee for service program.  The additional services will be billed separately and at a discount from prevailing labor, travel and parts rates.
  • Customers may request repair services outside of the covered services or outside of the agreed upon working hours on equipment included in the current agreement.  The additional services will be billed separately at a discount from prevailing labor rates.  Repair parts are included for programs that include parts.  Additional after hours fees may apply.
  • Maintenance and repairs will be performed in unoccupied rooms unless expressly instructed otherwise by Customer or another onsite mutually agreed upon work area.
  • Service will be performed during regular on-site visits set on a schedule based on the quantity and complexity of equipment and will be reviewed on a periodic basis, unless otherwise stated.
  • All Hillrom Service Representatives are original equipment manufacturer (OEM) trained and certified on the Hillrom® products they service. Hillrom Service Representatives are also trained and qualified to work on like equipment manufactured by other companies. Each Service Representative is trained on safety procedures including Infection Control, Hepatitis-B Virus, OSHA Hazard Communications, back safety and applicable regulatory requirements.  Maintenance services will not be performed by Hillrom on equipment in use by patients.  Customer agrees to provide onsite workspace to perform all required maintenance and repairs. Space required shall be adequate and agreed upon by both Customer and Hillrom and have appropriate lighting, electrical outlets (power supply) and environmental controls (sufficient heating/cooling and noise levels) for Hillrom service representatives to safely work on the equipment. Space must be sufficient to securely store any parts needed to maintain the covered products.
  • Customer is responsible for providing parking for one Hillrom vehicle during on-site visits.
  • All equipment to be covered under programs that include preventive maintenance shall be in good operating condition (as specified in Hillrom’s preventive maintenance specifications) upon initiation of the service program. If any equipment is in need of repair, additional fees may be required to bring equipment up to good operating condition. Any additional repair fees may be added to the first year of the agreement upon mutual agreement of the parties. Repairs to be performed by Customer must be completed prior to contract initiation and verified by Hillrom.
  • In the event a product recall or field correction is necessary on a non-Hillrom product, it is the responsibility of the original manufacturer to perform those upgrades or repairs. Hillrom may, at the Customer’s request and Hillrom’s agreement, perform such upgrades or repairs on a time and materials basis after full review of the upgrade or repair documentation.
  • During the term of the agreement, additional equipment may be added to (and equipment may be removed from) coverage under a service program upon the written approval of both parties. All additions are subject to the terms of the agreement. Any increase or decrease in service charges resulting from equipment changes will be reconciled no later than the expiration of the purchase/service order period (or upon termination of the agreement, if earlier) during which the change took effect.
  • Customer agrees to make good-faith efforts to make equipment available for scheduled maintenance and preventive maintenance.   In the event equipment is unavailable when Hillrom’s service representative attempts to provide service, Hillrom will document the service attempt. If Customer locates the equipment prior to the end of the contract year and can make the equipment available, Hillrom’s service representative will make an additional service call to provide the scheduled service.
  • Once a contract has been entered into by Customer and Hillrom for a Service Program, the contract will run for a period of time as specified in Hillrom’s Service Proposal or until terminated in whole or in part by either party, without cause or penalty, upon at least 60 days prior written notice to the other party at its last known address.  Either party may terminate in the event of a material breach by the other party upon at least 30 days written notice, which shall be subject to cure by the breaching party within the notice period.
  • Annual preventive maintenance is based on the contract year, not the age of the equipment.
  • Pre-existing conditions that require attention will need to be repaired prior to the start of any standard program.  Hillrom can evaluate and repair these issues under ”as needed” services.  Please consult with your Hillrom Sales Professional for this and additional options.
  • Customer is responsible for cleaning and disinfecting all equipment in accordance with the more stringent of the processes  called for by the Service Manual or the Customer’s cleaning methods, prior to a Hillrom employee transporting the equipment or performing the agreed upon service.
  • Abuse of equipment is not covered under any Hillrom service program.
  • The following items are excluded from all Hillrom service programs:
    • Modifications and upgrades to equipment, welding, bending, straightening or replacement of metal frames.
    • Repair or replacement of accessories such as pumps, monitors, traction, communication cables,  mattresses and mattress tickings.
    • Equipment failure caused by power fluctuations or other incoming power issues.
    • Repairs, parts or other service to equipment made necessary by catastrophe, act of nature or any malfunction resulting from faulty maintenance, improper repair, damage and/or alterations by anyone other than Hillrom.

Hillrom General Field Service Holidays

  • Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Holiday, New Year’s Day.

Holidays can vary and may fall on a Friday before or Monday after the actual holiday and may be changed or substituted at any time.

Download the General Terms and Conditions


* Also applicable to previous programs still on contract, including:  Essential, OnSchedule, Priority, Extended Warranty, and Preventive Plus.