News | Press Releases

May 26, 2009


New Service Product from Toshiba Offers Customers Ultimate Flexibility, Security and Value

TUSTIN, California — May 26, 2009 — To further its commitment to providing innovative, quality customer solutions, Toshiba America Medical Systems, Inc. has launched the new InTouch™ Flex Service Agreement, offering customers unparalleled flexibility, security and value. Considered the first of its kind in the diagnostic imaging industry, the InTouch Flex Service Agreement allows customers to secure fixed price points for both the full service and partnership agreements at the point of purchase and after the warranty, convert the agreement back and forth between a full service security agreement and a partnership agreement, as needed. This flexible service approach enables customers to adapt service plans throughout the lifetime of the agreement to match real-time needs.

“Toshiba’s InTouch Flex Service Agreement provides us a flexible, cost-effective service arrangement to meet our changing needs today and in the future,” stated George Morley, director of Biomedical Engineering at PinnacleHealth, a premier nonprofit healthcare system with in-house service staff already under the new InTouch Flex Service Agreement. “The flexibility offered by Toshiba is unmatched in the service marketplace. It allows us to utilize our in-house staff effectively, but also rely on Toshiba Service when additional support or expertise is required.”

PinnacleHealth, serving Central Pennsylvania, is the first healthcare system to take advantage of the InTouch Flex Service Agreement. Under the InTouch Flex Service Agreement, service problems are first handled by PinnacleHealth’s in-house service team through diagnosis remotely via phone or by a service team member on site. Receiving the same training as Toshiba engineers, PinnacleHealth service staff can troubleshoot issues quickly and order product equipment for repairs directly from Toshiba. If PinnacleHealth’s service team needs additional assistance, a service engineer from Toshiba arrives within two hours to address the customer’s needs. This one-of-a-kind service partnership results in a situation where the customer’s interests are at the forefront for both PinnacleHealth service staff and Toshiba.

PinnacleHealth purchased more than $14.5 million of Toshiba medical imaging equipment as part of a five-year strategic business agreement, most of which is serviced under the new InTouch Flex Service Agreement. PinnacleHealth sources 85 percent of its new medical imaging systems from Toshiba’s leading product portfolio including CT, MR, Vascular X-ray, X-ray and Ultrasound.

As the service needs of hospitals, IDNs and imaging centers change over time, Toshiba’s InTouch Flex Service Agreement enables these facilities to adjust their service agreement to meet these needs. The InTouch Flex Service Agreement allows customers to switch between the following existing full service and partnership agreements:

  • InTouch Full Security Agreement — the ideal full-service solution, providing a blend of security and flexibility. This offering provides full protection for imaging systems, risk-free and fixed-price support, customized service solutions and unmatched technical support.
  • InTouch Partnership Agreement — the ideal partnership solution giving healthcare providers the flexibility to balance fixed and variable service costs while benefiting from special discounted rates on parts and labor. InTouch Partnership Agreements are a shared-risk solution allowing the customer to adjust service levels to optimize patient care while controlling costs.

Under the InTouch Flex Service Agreement, the customer’s in-house service support team receives extensive in-person training from Toshiba. Additionally, customers have access to immediate applications and technical support through Toshiba’s InTouch Center, when needed.

“We pride ourselves on viewing service as a collaboration, listening to our customers’ needs and providing unique customized solutions,” said Ted Nemetz, vice president, Service Business Unit, Toshiba. “Whether a customer requires a partnership agreement with the majority of service handled by their in-house staff or a full service agreement with Toshiba service specialists handling the workload, the service agreement pricing never exceeds the original point of purchase pricing.”

Toshiba’s Service Business Unit has been recognized for its approach through various industry recognitions. In IMV’s 2008 ServiceTrak™ Imaging on CT system service, Toshiba received more top rankings than any other imaging vendor. In fact, Toshiba CT received the top ranking in 21 out of 34 service attributes, including overall OEM service performance, overall satisfaction with a manufacturer, reliability of hardware and overall value.

About PinnacleHealth

PinnacleHealth is a non-profit healthcare system serving Central Pennsylvania. The healthcare network includes four campuses (Community, Cumberland, Harrisburg and Polyclinic), FamilyCare physician practices, home health and hospice services, FirstPlace urgent care center, outpatient surgery and imaging centers, inpatient and outpatient care and an array of other healthcare services. For a complete list of services, visit

About Toshiba

With headquarters in Tustin, Calif., Toshiba America Medical Systems markets, sells, distributes and services diagnostic imaging systems, and coordinates clinical diagnostic imaging research for all modalities in the United States. Toshiba Medical Systems Corp., an independent group company of Toshiba Corp., is a global leading provider of diagnostic medical imaging systems and comprehensive medical solutions, such as CT, Cath & EP Labs, X-ray, Ultrasound, MRI and information systems. Toshiba Corp. is a leader in information and communications systems, electronic components, consumer products, and power systems. Toshiba has approximately 198,000 employees worldwide and annual sales of $77 billion. For more information, visit