North America General Terms and Conditions of Sale and Software License (“Conditions of Sale”) (Rev 1, October 2025)

1. Quotation, Order, and Payment

1.1. The equipment, service, and software (“Product(s)”) offered on the quotation by the Heartstream legal entity identified thereon (“Quotation”) are subject to these Conditions of Sale. The Quotation expires as indicated and may be amended or revoked by Heartstream before Customer’s acceptance. Purchase orders are subject to Heartstream’s confirmation. Customer’s terms and conditions do not apply to the Products.
1.2. Prices and payment terms are in the Quotation. Orders are subject to Heartstream’s credit review and approval. Prices exclude taxes, which are Customer’s responsibility. Heartstream will invoice and Customer will pay all applicable taxes unless Customer provides a tax exemption certificate in advance.
1.3. Customer will pay interest on late payments not disputed in good faith at an annual rate of 12%, billed monthly. If Customer fails to pay or breaches these Conditions of Sale, Heartstream may suspend its obligations and deduct the unpaid amount from any amounts owed to Customer, in addition to other rights or remedies. Heartstream can recover all costs and expenses, including reasonable attorneys’ fees related to enforcement.
1.4. Customer cannot cancel an order for equipment. If Customer cancels an order for equipment before the order is sent to the factory, Customer will pay 15% of the net selling price. If Customer cancels after the order for equipment is sent to the factory, Customer will pay the full net selling price. If Customer has not taken delivery of equipment within 24 months from Quotation acceptance, the order is deemed canceled and the cancelation charges in this section will apply according to their terms. In all cases cancelation of orders of software shall be governed by the terms of the Product schedule applicable to such software Product. In the absence thereof, such orders are non-cancelable.
1.5. Heartstream may make partial or early shipments, and Customer will pay invoices for such shipments according to the payment terms in the Quotation. Payments can be made by check, ACH, or wire. Heartstream does not accept transaction fees for electronic fund transfers or other payment methods. Heartstream imposes a 2% surcharge on credit cards, not exceeding its cost of acceptance. Check payments over $50,000 USD must be paid via eCheck or Heartstream prepaid FedEx account with tracking.
1.6. Heartstream is entitled to retain a security interest in the Products until full payment is received. Heartstream may change the design or specifications of the Products at any time, provided the change does not adversely affect performance.

2. Lease and Trade-In

2.1. If Customer wants to convert a purchase to a lease, Customer must provide relevant rental documents for review and approval by Heartstream within 90 days before delivery. Customer is responsible for converting the transaction to a lease and securing the leasing company’s approval of these Conditions of Sale. No product will be delivered until Heartstream receives and approves the fully executed lease documents. If the lease does not fund, Customer guarantees payment of all monies due, Heartstream may convert the lease back to a purchase and invoice Customer, and Customer will pay all invoiced amounts per the invoice terms.
2.2. For any equipment being traded in (“Trade-In”), Customer warrants it has good and marketable title. The trade-in value depends on Customer providing the Trade-In by the date Heartstream makes the new Product available for first patient use and may change if Customer delays delivery, installation, or go-live dates, or if the Trade-In is not in good working order, is damaged, or differs from the Quotation. Customer must clean and sanitize all components, drain chiller lines, cap plumbing, and delete personal data. Customer agrees to reimburse Heartstream for any out-of-pocket costs arising from Customer’s breach of this section.

3. Shipment and Installation

3.1. Heartstream will deliver the Products according to the shipping terms in the Quotation. Additional costs for different delivery terms are Customer’s responsibility. Heartstream will make reasonable efforts to meet the delivery date confirmed by Heartstream with Customer prior to releasing the Product for production (“Delivery Date”). If Customer delays delivery beyond the Delivery Date, Customer will pay reasonable expenses incurred by Heartstream, including storage fees, transportation expenses, and related costs. Customer will pay any delivery installment payment upon delivery to Customer site or Heartstream warehouse.
3.2. For installation by Heartstream, Customer must at its own expense (i) provide secure, adequate storage for the Products and unobstructed access to the Products and installation site; (ii) comply with Heartstream’s installation requirements and applicable safety, electrical, and building codes; (iii) remove hazardous material; (iv) obtain necessary permits and licenses; (v) assist in moving the Products to the installation site; and (vi) be responsible for rigging, removal of obstacles, and restoration work. If Products are connected to a computer network, Customer is responsible for network security.
3.3 If the above conditions are not met, Heartstream may interrupt installation and testing and extend the installation period, and Customer will pay any additional costs. Heartstream is not liable for the fitness or adequacy of the premises or utilities for installation or storage.

4. Product Warranty

4.1. The following warranty provisions will apply to the Product in the absence of a Product-specific warranty attached to the Quotation.
4.2. For hardware Products, Heartstream warrants the Product will materially comply with its specifications for 12 months after completion of installation and availability for first patient, but in any event no more than 15 months from shipment, provided the Product has been properly used and maintained. The warranty period begins on the date of invoice. Heartstream warrants disposable Products intended for single use will be of good quality until the expiration date.
4.3. Heartstream warrants stand-alone Licensed Software will substantially conform to the technical specification for 90 days from availability.
4.4. Heartstream warrants services will be performed in a good and workmanlike manner for 90 days after completion. Heartstream’s sole liability, and Customer’s sole remedy, for breach of this service warranty is to give credit for the service price or re-perform the services.
4.5. To make a warranty claim, Heartstream must receive written notice within the warranty period and a reasonable period after discovery of the defect. Replaced Product or parts must be returned to Heartstream and will be Heartstream’s property.
4.6. Heartstream’s warranty obligations and Customer’s sole and exclusive remedy are, at Heartstream’s option, repair or replacement of the Product or part, or a pro rata refund of the purchase price after a reasonable cure period and return of Product(s). Replacement parts will be new or equivalent.
4.7. Heartstream has no obligations for defects resulting from use, operation, modification, configuration, calibration, or maintenance not in accordance with the Product specification and instructions; abuse, negligence, accident, or damages caused by Customer; improper site preparation, external sources, or third-party products. Heartstream is not responsible for third-party product warranties but will make reasonable efforts to extend third-party warranties and service solutions to Customer.
4.8. THE WARRANTIES IN THESE CONDITIONS OF SALE AND QUOTATION ARE THE SOLE WARRANTIES MADE BY HEARTSTREAM, EXPRESSLY IN LIEU OF ANY OTHER WARRANTIES, INCLUDING ANY WARRANTY OF NON-INFRINGEMENT, QUIET ENJOYMENT, MERCHANTABILITY, OR FITNESS FOR A PARTICULAR PURPOSE. HEARTSTREAM DISCLAIMS IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. HEARTSTREAM DOES NOT WARRANT ANY PRODUCT USING THE CLOUD TO BE UNINTERRUPTED OR ERROR-FREE.

5. Limitation of Liability

5.1. THE TOTAL LIABILITY OF HEARTSTREAM FOR ALL DAMAGES AND CLAIMS ARISING FROM OR RELATING TO ANY PRODUCTS AND SERVICES UNDER THESE CONDITIONS OF SALE AND QUOTATION, WHETHER BASED ON TORT (INCLUDING NEGLIGENCE), BREACH OF CONTRACT, INDEMNITY, AT LAW OR EQUITY, IS LIMITED TO THE TOTAL AMOUNTS PAID BY CUSTOMER TO HEARTSTREAM UNDER THESE CONDITIONS OF SALE AND QUOTATION.
5.2. HEARTSTREAM IS NOT LIABLE FOR INDIRECT, PUNITIVE, INCIDENTAL, EXEMPLARY, SPECIAL, OR CONSEQUENTIAL DAMAGES, INCLUDING LOSS OF DATA, PROFITS, REVENUE, BUSINESS INTERRUPTION, OR USE, REGARDLESS OF WHETHER THEY ARE FORESEEABLE OR NOT AND WHETHER THE CLAIM IS MADE IN TORT, BREACH OF CONTRACT, INDEMNITY, AT LAW, OR IN EQUITY.
5.3. THE FOLLOWING ARE NOT SUBJECT TO THE LIMITATIONS OF LIABILITY UNDER SECTION 5.1 AND CONSTITUTE DIRECT DAMAGES: (a) THIRD-PARTY CLAIMS FOR BODILY INJURY OR DEATH CAUSED BY HEARTSTREAM’S NEGLIGENCE OR PROVEN PRODUCT DEFECT, (b) CLAIMS OF TANGIBLE PROPERTY DAMAGE REPRESENTING PHYSICAL PROPERTY DAMAGE CAUSED BY HEARTSTREAM’S NEGLIGENCE OR PROVEN PRODUCT DEFECT, (c) OUT-OF-POCKET COSTS FOR PATIENT NOTIFICATIONS REQUIRED BY LAW DUE TO HEARTSTREAM’S UNAUTHORIZED DISCLOSURE OF PROTECTED HEALTH INFORMATION, (d) FINES OR PENALTIES LEVIED AGAINST CUSTOMER BY GOVERNMENT AGENCIES DUE TO HEARTSTREAM’S UNAUTHORIZED DISCLOSURE OF PROTECTED HEALTH INFORMATION, AND (e) HEARTSTREAM’S INFRINGEMENT INDEMNIFICATION OBLIGATIONS.

6. IP Indemnification

6.1. Heartstream will indemnify, defend, and hold harmless Customer against any claim that a Heartstream Product infringes third-party intellectual property (IP), provided Customer gives Heartstream prompt written notice, full information and assistance, and sole control of the defense or settlement. If a Product is found or believed to infringe valid IP, or Customer is enjoined from using the Product, Heartstream may procure the right for Customer to use the Product, replace or modify the Product, or provide a pro rata refund upon return of the Product. Heartstream has no obligation for claims arising from compliance with Customer’s designs, specifications, or instructions; use of Customer-supplied technical information; modifications by Customer; use not in accordance with specifications or instructions; use with other products not sold by Heartstream; use of prior releases; or use after Heartstream advises Customer to stop use. These terms state Heartstream’s entire obligation and liability for infringement claims and Customer’s sole remedy.

7. Ownership, Use, and Exclusivity of Product Documents and Other Proprietary Service Materials

7.1 Heartstream’s documents, manuals, and technical information related to product maintenance or service are proprietary. They cannot be copied, reproduced, transmitted, disclosed, or used without Heartstream’s written consent. Heartstream’s technical maintenance or service software is also proprietary and intended solely for Heartstream’s use, unless otherwise agreed in writing by Heartstream and Customer.

8. Export Control and Product Resale

8.1 Customer is responsible for obtaining export authorizations for the Products. US Customers cannot transfer Products outside the US.

9. Licensed Software Terms

9.1. Subject to Customer’s compliance with these Conditions of Sale, Heartstream grants Customer a non-exclusive, non-transferable, non-sublicensable license to use software Products and software embedded in Products (“Licensed Software”) according to the Quotation and according to the instructions for use accompanying the Products.
9.2. Licensed Software is licensed, not sold, and all intellectual property rights remain with Heartstream. Customer may make one backup copy. Customer will preserve the confidential nature of the Licensed Software and maintain copyright notice or proprietary legends on copies.
9.3 Customer will not (and shall not allow any third party to) decompile, disassemble, modify, reproduce, or otherwise reverse engineer the Licensed Software. Any modification of the Products or system shall be deemed unauthorized and may be deemed as remanufacturing of the Products or systems. Installation of Heartstream-issued patches or updates is not a modification.
9.4. Heartstream and its affiliates may use, on a royalty-free basis, feedback or suggestions for modification or enhancement of the Licensed Software for licensing to third parties. Customer agrees to comply with third-party licensed software terms and indemnify Heartstream for any damage arising from failure to comply. If the third-party licensor terminates the license, Heartstream may terminate the license with Customer and make reasonable efforts to procure a solution.
9.5. Customer is responsible for buying and managing anti-virus software to protect the products and all virus issues with the Licensed Software. Use of anti-virus in a manner not recommended by Heartstream is Customer’s sole responsibility.
9.6. Customer’s installation or use of unauthorized updates may adversely affect functionality and performance. Heartstream has no liability for performance issues caused by unauthorized updates, and the warranty is void during the period of use of such unauthorized updates. Heartstream may require Customer to roll back unauthorized updates to the most recent validated version before performing services. Heartstream tests the latest applicable security updates and publishes them as Heartstream Product Security Status documents. It is Customer’s responsibility to deploy validated updates.
9.7. Customer will ensure third parties complete interface work by the interface testing date. Heartstream may terminate interface obligations and refund pre-paid amounts for interfaces, excluding amounts for work performed prior to termination, if Customer delays result in not meeting the interface testing date. Terminated interfaces will be re-evaluated under a separate new sales contract.
9.8. Heartstream is not responsible for business continuity or disaster recovery plans or data backup.
9.9 Professional services for Licensed Software implementation will adhere to a statement of work and be subject to these terms. A statement of work signed by the Customer is required by Heartstream at the time of Customer order placement of Heartstream Enterprise Informatics Licensed Software Products.

10. Confidentiality

10.1 The Parties will keep confidential any information of the other party and use it only to carry out their rights and obligations under these Conditions of Sale and the Quotation. This obligation does not extend to public domain information or information disclosed by law or court order.

11. Compliance with Laws

11.1. Each party will comply with all applicable laws, rules, and regulations.
11.2. Heartstream may process personal data in relation to services. Heartstream will process protected health information (PHI) as defined by HIPAA on behalf and by instruction of Customer under a Business Associate Agreement. Heartstream may process log files or device parameters containing personal data, including PHI, to provide services and comply with regulations and standards.
11.3. Customer consents to Heartstream’s use of non-personal data for business purposes, including data analytics, product and service improvement, marketing claims, and benchmarking. Heartstream will not use Customer’s name without prior written consent.

12. Force Majeure

12.1. Neither party is liable for non-performance caused by circumstances beyond its control, including acts of God, war, civil war, insurrection, fire, flood, labor disputes, epidemics, pandemic, cyber-attack, terrorism, governmental regulations, embargoes, export control sanctions, or Heartstream’s unavailability regarding permits, licenses, authorizations, default, or force majeure of suppliers or subcontractors. If Heartstream is unable to perform due to a force majeure event that continues for 90 consecutive days, Customer may terminate the Quotation for any Product(s) not yet delivered.

13. Miscellaneous

13.1. Products may contain remanufactured parts equivalent to new in performance.
13.2. If Customer becomes insolvent, files for bankruptcy, has assets assigned or frozen, Heartstream may cancel unfulfilled obligations or suspend performance. Customer’s financial obligations remain in effect.
13.3. If any provision of these Conditions of Sale is deemed unlawful, unenforceable, or invalid, the remaining provisions remain in effect, and a new provision reflecting the original intent will be substituted.
13.4. Notices or communications will be given in writing and deemed effective if delivered in person or sent by courier or mail.
13.5. Failure to require compliance with any obligation does not affect the right to enforce it later.
13.6. Customer may not assign rights or obligations without Heartstream’s prior written consent, except for a sale of substantially all of Customer’s assets or internal reorganization, and provided that in each case Customer is not in breach of any payment obligations and the assignee assumes all liabilities and obligations in writing.
13.7. Customer’s obligations do not depend on other agreements with Heartstream. Customer will not exercise any offset right in relation to other agreements.
13.8. All transactions are governed by the laws of the state or province where the Product will be installed, excluding the Uniform Computer Information Transactions Act (UCITA). EACH PARTY WAIVES ALL RIGHT TO TRIAL BY JURY OF ANY CLAIM ARISING WITH RESPECT TO THIS QUOTATION.
13.9. Customer will report immediately to Heartstream any event suggesting a Product may have caused or contributed to a death or serious injury or malfunctioned in a way that could likely cause or contribute to such events. Customer will report complaints regarding the identity, quality, performance, reliability, safety, effectiveness, labels, or instructions for use of the Products. Heartstream is responsible for submitting filings or reports to governmental authorities unless otherwise required by law.
13.10. Heartstream and Customer will comply with the Omnibus Reconciliation Act of 1980 (P.L. 96-499) and its implementing regulations (42 CFR, Part 420). Heartstream agrees that until the expiration of four years after furnishing Products pursuant to these Conditions of Sale, Heartstream will make available, upon written request of the Secretary of the Department of Health and Human Services, or upon request of the Comptroller General, or any of their duly authorized representatives, these Conditions of Sale and the books, documents, and records of Heartstream that are necessary to verify the nature and extent of the costs charged to Customer hereunder. Heartstream further agrees that if Heartstream carries out any of the duties of these Conditions of Sale through a subcontract with a value or cost of ten-thousand U.S. dollars ($10,000.00) or more over a 12 month period, with a related organization, such subcontract will contain a clause to the effect that until the expiration of four years after the furnishing of such Products pursuant to such subcontract, the related organization will make available, upon written request to the Secretary, or upon request to the Comptroller General, or any of their duly authorized representatives the subcontract and the books, documents, and records of such organization that are necessary to verify the nature and extent of such costs. This section relating to the retention and production of documents is included because of possible application of Section 1861(v) (1) (1) of the Social Security Act (42 U.S.C. 1395x (v) (1) (I) (1989)), as amended from to time to these Conditions of Sale. If Section 1861(v) (1) (1) should be found to be inapplicable, then this section will be deemed inoperative and without force and effect.
13.11. Heartstream, as the date of signature of the Quotation, represents and warrants that Heartstream, and its employees and subcontractors, are not debarred, excluded, suspended, or ineligible to participate in federal or state health care programs (an “Excluded Provider”). Heartstream will notify Customer if it becomes aware of any Excluded Provider status. Upon receipt of such notice, Customer will provide Heartstream with reasonable opportunity to discuss and attempt to resolve any concerns related to Excluded Provider status of Heartstream or its employee or subcontractor. If Heartstream is unable to resolve the Excluded Provider status of Heartstream or its employee or subcontractor, Customer may terminate orders for Product not yet shipped or services not rendered prior to the date Heartstream or its employees or subcontractors became Excluded Providers.
13.12. Customer will notify Heartstream if any portion of the order is funded under the American Reinvestment and Recovery Act (ARRA).
13.13. These Conditions of Sale, the terms in the Quotation, and any applicable Product-specific warranty constitute the entire agreement and supersede all previous understandings or agreements regarding the transactions contemplated by the Quotation. No additional terms, conditions, consents, waivers, alterations, or modifications are binding unless in writing and signed by the parties.
13.14. The Product-specific exhibit included with these Conditions of Sale apply solely to the specified Products and govern if terms expressly set forth in the exhibit conflict with terms expressly set forth in these Conditions of Sale. The AEDShop Purchases Exhibit included with these Conditions of Sale applies to the Products purchased on the AEDShop website (the “Website”), and the terms and conditions of this AEDShop Purchases Exhibit govern if terms expressly set forth in the exhibit conflict with terms set forth in these Conditions of Sale.

Capital and Consumable Portfolio Exhibit

Product Category	Products
Emergency Care & Resuscitation (ECR)	AEDs
	ALS Monitor/Defibrillators
Tempus	Tempus Pro Monitor
	Tempus LS Defibrillator
Emergency Care and Resuscitation (Consumables)	AED Consumables
	ALS Consumables

1. For Capital Products:

1.1. Prices. Unless stated otherwise on the face of the Quotation, the Quotation will remain valid for 60 days unless withdrawn or changed prior to shipment by Heartstream.
1.2. Acceptance. Acceptance by Customer occurs upon delivery. Heartstream will make reasonable efforts to meet Customer’s delivery requirements. If Heartstream is unable to meet Customer’s delivery requirements, alternative arrangements may be mutually agreed. In the absence of such agreement, Customer’s sole remedy is to cancel the order. If Customer requests a major delay in the date of delivery of the product, Heartstream may attempt to arrange re-delivery within a reasonable time or may terminate the order.
1.3 Payment Terms

1.3.1. Unless otherwise specified in the Quotation, Heartstream will invoice Customer, and 100% of the purchase price shall be due 30 days from Heartstream’s invoice date.
1.3.2. Support Services, if any, shall be invoiced and paid as set forth on the Quotation.

1.4 Installation. Deployment and installation are Customer’s responsibility.
1.5. Operating Software License. Purchase of a hardware product includes a license to use the software contained therein, which may not be reverse engineered, decompiled, altered or transferred. Customer agrees that it will not attempt to defeat any copy protection mechanism.

2. For Supplies (consumable items):

2.1 Orders

2.1.1 Notwithstanding Section 3 of the Conditions of Sale, Heartstream may charge a shipping fee for Medical Consumables and Sensors.
2.1.2 Orders for supplies (consumable items) are accepted through: Heartstream eStore: https://www.heartstream.com/en-us/shop or Email: or 

2.2 Payment Terms. 100% of the purchase price shall be due 30 days from Heartstream’s invoice date.
2.3 Return Policy

2.3.1 If there is a problem with an order, Heartstream wants to correct it as soon as possible. Please note the following instructions before returning merchandise to Heartstream.
2.3.2 All requests for supply returns must be submitted via email to  for consideration and approval. Upon issuance of a Return Authorization Number, customer shall include all applicable order details in such request.
2.3.3 Returns after 60 days of shipment shall be subject to a 15% restocking charge. Heartstream does not accept returns of Consumables Products that have been opened, are expired or damaged. Please contact Heartstream at  for guidance on any returns.

AEDSHOP PURCHASES EXHIBIT

1. General

1.1. The AEDShop website (the “Website”) is operated by Heartstream US LLC (“Heartstream”) and is intended for purchasers wishing to order Heartstream Products online for delivery in the United States of America.
1.2. The terms and conditions under which the Products are offered for sale on the Website are set out below. Heartstream reserves the right to change the terms and conditions of this AEDShop Purchases Exhibit at any time without prior notice.
1.3. By ticking the “I have read and agree” box on the order form and submitting the order, you accept and agree to be bound by these terms and conditions.
1.4. Neither Heartstream’s failure nor your failure to enforce any term of the contract constitutes a waiver of such term. Such failure shall in no way affect the right latter to enforce such term. The invalidity or unenforceability of any provision of the contract shall not adversely affect the validity or enforceability of the remaining provisions.
1.5. You should note that the on-screen display of the colors or designs of Products may differ from the actual appearance or size of Products.

2. Ordering

2.1. You may purchase on this Website only after an account is created. After logging into your account, you can process an order with the contents of your cart. Heartstream will not accept online orders placed in any other way.
2.2. When you place your order, Heartstream will issue you an Order Number via this Website. The Order Number is supplied for reference purposes only and does not constitute our acceptance of your order.
2.3. By placing an order, you make an offer to Heartstream to purchase the Products you have selected on these terms and conditions. Orders submitted by you are binding on you and cannot be cancelled after submission.
2.4. Heartstream will notify you of our acceptance by issuing you an order confirmation by e-mail. The order confirmation will be effective as of the date on which it is sent to you.

3. Supply of Products

3.1. Subject to these terms and conditions, Heartstream will supply to you the Products indicated on the order confirmation.

4. Prices

4.1. All prices are in USD. Prices shall be those prices published on this Website at the time you submit your order. The prices published on this Website exclude sales tax and shipping costs. If applicable, sales tax and shipping costs will be calculated separately, specified on the order form, and added to the total price of the order. Shipping charges apply to orders of less than $100 USD of Products. The total price stated at checkout is the total amount payable by you for the Products, including all taxes and shipping charges.
4.2. If applicable, delivery costs are payable by you as indicated at the time of payment.

5. Paying for Products

5.1. You may pay for your Products using any payment method displayed on the payment page of the web site.
5.2. You must pay in the currency as indicated at checkout. Your invoice will be sent via email.
5.3. If you are paying by credit card, then you must supply your credit card details when you place your order. Your credit card will be charged at the moment of purchase. Heartstream will not supply the Products to you, nor perform the services, until your credit card issuer has authorized the use of your card to pay for the Products or services ordered. If Heartstream does not receive such authorization, Heartstream will inform you accordingly. Heartstream may verify the identity of the credit card holder by requesting appropriate documentation.

6. Delivery of Products

6.1. Orders placed on this site can only be delivered in the United States. We are currently unable to deliver to American Samoa, Guam, Northern Mariana Islands, Puerto Rico, or the US Virgin Islands territories. We cannot deliver to a PO Box, BFPO address, or military bases due to shipping restrictions.
6.2. Heartstream will deliver the Products to the delivery address you specified on the order form and in accordance with the delivery option you chose. If you want Products to be delivered to different addresses, you will need to submit a separate order for each delivery address. Any delivery or shipment dates given by Heartstream are best estimates only, and Heartstream shall not be liable for any loss, damage, costs, or expenses for failure to deliver in accordance with the delivery or shipment dates given.
6.3. If Products are not in stock, you may be able to reserve a specific quantity of the Products. When the Products are back in stock, Heartstream will notify you, and you can complete the process of placing an order.
6.4. Title to and risk of loss of your Products will pass to you on delivery of the Products.
6.5. When Products have been delivered to the carrier, Heartstream will e-mail you confirmation of shipment.

7. Returns

7.1. Products

7.1.1. If a Product is sold as part of a Product combination (bundle) in which other Products are offered for free or at a discount compared to their normal price, then Heartstream may require all of the bundled Products be returned with the Product purchased. Heartstream may invoice you if any free or discounted bundle Products are not returned.
7.1.2. If an order was supplied in error or is incomplete or defective and you believe that you are entitled to a replacement, please call Heartstream at +1 (361) 459-7232 between 9am EST to 5pm PST, Monday to Friday.
7.1.3. Product(s) need to be returned to their original condition.
7.1.4. If you are entitled to a replacement in accordance with Section 8 (Warranty), the transportation charges will not be applied.

7.2. Steps to Follow to Claim a Return

7.2.1. Please call Heartstream at +1 (361) 459-7232 between 9am EST to 5pm PST to arrange for return and be provided with an RMA (Return Material Authorization) number.
7.2.2. Heartstream will arrange for the Product(s) to be collected by its nominated carrier. Depending on which carrier it is, you will either be asked to contact them, or, in the case of larger items, you will be called to arrange a collection time.
7.2.3. Before returning any Product(s), you must have:

a. Received an RMA number from Heartstream.
b. Enclosed all accessories, in box warranties and other material supplied unless informed otherwise.
c. Used all packaging that was originally supplied.
d. Clearly displayed the returns address and the RMA number.
e. Sealed the packaging securely.
Your failure to follow this procedure may result in the returned Product(s) not arriving at the correct destination, not being in good condition, or being rejected upon receipt, any of which may cause you to forfeit your right to a refund.

7.2.4. Heartstream may reject any Product(s) that are not returned in accordance with the provisions set out in this Section 7.2.

8. Warranty

8.1. Heartstream-branded Product Warranty. Heartstream warrants the Products as set forth on the warranty card supplied with the Product or as may be stated on the Web Site. Specific warranties may apply to certain Products (such as customized Products) as specified on the Web Site. With respect to software, no warranty shall apply other than as expressly set forth in the applicable license agreement. If the Product supplied by Heartstream does not comply with the applicable warranty, Heartstream shall, at its option and expense, unless provided otherwise in the applicable warranty, repair or replace the Product or refund the purchase price upon return of the Product. Except as expressly set out in these terms and conditions, to the fullest extent permitted by law Heartstream hereby disclaims any and all warranties, whether express or implied. The limited warranty set out above will not affect or prejudice your statutory rights.
8.2. Non-Heartstream-branded or Third-party Products. For non-Heartstream-branded Products (including non-Heartstream-branded Products contained in product bundles or promotions), all warranty claims, where relevant, are to be made in accordance with the terms and conditions of any standard manufacturer’s warranty, which may be included with the Products purchased. In relation to any existing manufacturer’s warranty, any warranty claims should first be made either directly to the manufacturer or to Heartstream by phone.

9. Heartstream Liability

9.1. These terms and conditions set out the full extent of Heartstream’s obligations and liabilities in respect of the supply of the Products (and performance of telephone support and warranty services) and the performance of any Services.
9.2. Except as set out at Section 8, there are no warranties, conditions or other terms that are binding on Heartstream regarding the supply of Products or the provision of Services except as expressly stated in the contract.
9.3. Any warranty, condition, or other term arising out of or in connection with the supply of Products or the provision of Services that might otherwise be implied into or incorporated in the contract by statute, common law, laws applicable in the country where you purchased the Products or Services or otherwise (including without limitation any implied term as to quality, fitness for purpose, reasonable care and skill) is hereby expressly excluded to the maximum extent permitted by law. In particular, Heartstream will not be responsible for ensuring that the Products are suitable for your purposes.
9.4. Nothing in the contract shall limit or exclude our liability (i) for death or personal injury caused by our negligence or product defect, (ii) for fraud, (iii) any breach of the obligations implied by applicable compulsory national laws as to title, or (iv) any liability which cannot be excluded by law.
9.5. SUBJECT TO CLAUSE 9.4, HEARTSTREAM WILL NOT BE LIABLE UNDER THE CONTRACT FOR ANY LOSS OF INCOME, LOSS OF PROFITS, LOSS OF CONTRACTS, LOSS OF DATA OR FOR ANY INDIRECT OR CONSEQUENTIAL LOSS OR DAMAGE OF ANY KIND HOWSOEVER ARISING AND WHETHER CAUSED BY TORT (INCLUDING NEGLIGENCE), BREACH OF CONTRACT OR OTHERWISE. HEARTSTREAM’S MAXIMUM AGGREGATE LIABILITY UNDER THE CONTRACT WHETHER IN TORT (INCLUDING NEGLIGENCE) OR OTHERWISE SHALL IN NO CIRCUMSTANCES EXCEED THE AMOUNT PAYABLE BY YOU TO HEARTSTREAM IN RESPECT OF THE PRODUCT(S) OR SERVICES IN QUESTION.
9.6. This Section 9 does not affect your statutory rights as a consumer, nor your right to return the Products as per Section 7.

10. Contacting Heartstream AED Shop

10.1. You can contact Heartstream AED Shop by telephone at +1 (361) 459-7232 between 9am EST to 5pm PST, Monday to Friday or by e-mail to .

11. Data Protection

11.1. Your transaction records are accessible to you, if you are a registered customer, by entering your Web Order Number(s) so that you can check the status of your order(s) and check the order content.
11.2. By placing your order, you agree and understand that Heartstream may store, process, and use the data collected from your order form to process your order. This data will be treated in conformance with the Heartstream Privacy Notice, which is available by clicking on the “Privacy Notice” in the footer of this Website (and can be found here). If you wish to have access to information we hold concerning you, if you want to make any changes to this information, or if you do not want to receive information from Heartstream, please follow the procedure in Heartstream’s Privacy Notice.

GENERAL CUSTOMER SERVICE TERMS AND CONDITIONS

1. Services.

1.1. The services (“Service(s)”) included in the quotation or Attachment A, as applicable (the “Quotation”) will be provided by the Heartstream Entity (“Heartstream”) entering into this Customer Service Agreement with Customer as identified in the Quotation. Heartstream will provide the Services to Customer for the equipment and software listed in the Quotation (the “Equipment”) that is at the location in the Quotation (the “Site”), and certain Service deliverables will be provided for the exclusive benefit of the Site, under the terms and conditions described herein, including the Quotation, any exhibits and attachments, each of which are hereby incorporated (collectively, the “Agreement”).

2. Access to Equipment.

2.1. Customer shall make the Equipment available to Heartstream at a mutually agreed date and time. If the Equipment is not available at the agreed upon time, Heartstream or Customer may attempt to reschedule the Service or cancel the Service. Heartstream may charge Customer at the then-current demand service rates for all time spent by Heartstream service personnel waiting for access to the Equipment.

3. Price.

3.1. In consideration for the Services to be performed by Heartstream, Customer shall pay the prices defined in the Quotation (the “Contract Price”).
3.2. The Contract Price is a gross amount but exclusive of any value added tax (VAT), sales tax, GST, consumption tax or any other similar tax. If the transactions as described in the Agreement are subject to any applicable VAT, sales tax, consumption tax or any other similar tax, Heartstream will charge VAT, sales tax, consumption tax or any other similar tax to Customer, which will be paid by Customer in addition to the Contract Price. Customer shall provide Heartstream with an appropriate exemption certificate in advance of the date the Service is invoiced, or Customer shall pay all taxes per Heartstream’s invoice.
3.3. Contract Prices are based on the price levels at the effective date of the Agreement. Except as otherwise provided on the Quotation, Heartstream reserves the right to adjust customer list pricing and (or) net pricing, during the term of the Agreement set forth in the Quotation and incorporated herein (“Term”). Such adjustment in pricing requires 30 days’ written notice, will not be retroactive, cannot start before first year of contract, and will not exceed more than five percent (5%) change annually. Price adjustments shall be in accordance with:

3.3.1. For customers in the United States, the Consumer Price Index published by the United States Bureau of Labor Statistics on its website at http://www.bls.gov/cpi.
3.3.2. For customers in Canada, the Consumer Price Index published by Statistics Canada on its website at https://www.statcan.gc.ca/en/subjects-start/prices_and_price_indexes/consumer_price_indexes.

4.1. Customer shall notify Heartstream and Heartstream shall be entitled to change the Contract Price if:

4.1.1. the location of the Equipment changes;
4.1.2. any ambient conditions of operation (e.g., installation or de-installation of air-conditioning system) of the Equipment at the location change;
4.1.3. any additional equipment is acquired by the end-user which should be added to the inventory list of Equipment;
4.1.4. the Equipment is (partly) removed or taken out of service by Customer; or
4.1.5. the incoming main power supply and protective earth configuration changes, becomes unreliable, or is no longer in accordance with the Equipment specifications.

4. Payment.

4.1. Customer shall pay the Contract Price to Heartstream within 30 days from the date of invoice in accordance with the instructions on the invoice.
4.2. Customer shall make any payments under this Agreement without any set-off, withholdings, or any other deductions.
4.3. Payments may be made by check, ACH, or wire. Heartstream does not accept transaction fees for wire transfers or any other payment method; Heartstream imposes a surcharge on credit cards of two percent (2%), which is not greater than Heartstream’s cost of acceptance. All check payments over $50,000 USD or CAD must be paid via eCheck or via Heartstream prepaid FedEx account with tracking to secure against fraud and misappropriation.
4.4. Customer shall pay interest on any amount not paid when due at the annual rate of twelve percent (12%) in the case of the U.S., which may be billed on a monthly basis or at the maximum rate permitted by applicable law for Canada.
4.5. If the Term of the Agreement is greater than one year in duration and Customer provides Heartstream a purchase order (PO) for a period of time less than the Term, then Customer will promptly provide Heartstream updated POs to fulfill the entire Term.
4.6. If Customer fails to pay any amount when due, Heartstream may, in addition to other rights it may have under this Agreement or by law, at its option:

4.6.1. withhold or suspend performance under the Agreement until all payments from Customer have been received by Heartstream;
4.6.2. deduct the unpaid amount from any amounts otherwise owed to Customer under any agreement by Heartstream or any of Heartstream’s Affiliates (meaning any entity that directly or indirectly controls, is controlled by, or is under common control with Heartstream (“control” means direct or indirect ownership or control of more than fifty percent (50%) of the voting interests of the subject entity));
4.6.3. declare all sums outstanding to become immediately due and payable under the Agreement;
4.6.4. commence collection activities for all sums due or to become due hereunder, including costs and expenses of collection and reasonable attorneys’ fees; or
4.6.5. if Customer does not cure its payment failure in accordance with Section 18.5.1, terminate this Agreement with 10 days’ notice to Customer.

4.7. If Customer has contracted with a third-party service management organization, asset management company, maintenance management company, technology management company, maintenance insurance organization, or the like (”Third-Party Organization”) for purposes of centralized billing and management of Services provided to Customer, at Customer’s written request, Heartstream will route invoices for payment of Services rendered by Heartstream to such Third-Party Organization and accept payment from them on Customer’s behalf. Notwithstanding the above, the Services provided by Heartstream are subject solely to the terms and conditions set forth in this Agreement. Customer guarantees the payment of all monies due or that may become due under this Agreement in spite of any collateral arrangements Customer may have with such Third-Party Organization or any payments Customer has made to the Third-Party Organization. Heartstream has no contractual relationship for the Services rendered to Customer except as set forth herein. To the extent that the parts and Services Heartstream provides are not covered by Customer’s arrangement with such Third-Party Organization, Customer shall promptly pay for such parts and Services on demand.

5. Exclusions. The Services do not include, unless specifically agreed otherwise in the Quotation:

5.1. servicing or replacing components of equipment other than those Equipment or components listed in the Quotation that is at the Site;
5.2. servicing Equipment if contaminated with blood or other potentially infectious substances, disposing hazardous, infectious, or biomedical waste or material;
5.3. service specifically excluded in the Quotation;
5.4. any service necessary due to:

5.4.1. a design, specification or instruction provided by Customer or Customer representative;
5.4.2. the failure of anyone to comply with Heartstream’s written instructions or recommendations;
5.4.3. any combining of the Equipment with other manufacturers’ product or software other than those recommended by Heartstream;
5.4.4. any alteration or improper storage, handling, use, or maintenance of the Equipment, including any components, e.g., detectors, transducer, or coils, by anyone other than Heartstream’s subcontractor or Heartstream;
5.4.5. damage caused by an external source, regardless of nature;
5.4.6. any removal or relocation of the Equipment; or (vii) neglect or misuse of, or accident with, the Equipment, including any components, e.g., detectors, transducer, or coils;

5.5. any cost of materials, supplies, parts, or labor supplied by any party other than Heartstream or Heartstream’s subcontractors, or explicitly excluded in the Quotation;
5.6. providing or paying the cost of any rigging, facility, structural alteration, or accessory incident;
5.7. the cost of consumables, accessories, and auxiliaries, including: batteries of any type, light bulbs, power cords/AC adapters, headlight cables, EKG cables, SPO2 sensors, BP hose/cuff, temperature probes, extension/trunk/adapter cables, defibrillator cables/paddles/test plugs, patient pads, catheters or wires, and any item that hangs off of, or plugs into, a device, unless specifically included in the Agreement;
5.8. cosmetic repairs;
5.9. the cost of factory reconditioning or rebuilds;
5.10. providing any updates or upgrades other than field safety corrective actions (i.e., safety related updates); and
5.11. maintenance or repair, including the cost thereof, of non-Heartstream manufactured products, unless specified otherwise in this Agreement.

6. Customer Responsibilities. During the Term of this Agreement, Customer shall:

6.1. Comply with all applicable laws, rules, and regulations; Customer’s obligations do not depend on any other obligations it may have under any other agreement or arrangement with Heartstream. Customer shall not exercise any offset right in the Quotation or sale in relation to any other agreement or arrangement with Heartstream;
6.1. Report immediately to Heartstream, and reasonably cooperate with Heartstream in investigating, any event of which Customer becomes aware that suggests that any Services or products provided by Heartstream, for any reason:

6.1.1. may have caused or contributed to a death or serious injury, or
6.1.2. have malfunctioned where and such malfunctions would be likely to cause or contribute to a death or serious injury if the malfunction were to occur again. Additionally, Customer will also report to Heartstream complaints it receives from its personnel and patients or any other person regarding the identity, quality, performance, reliability, safety, effectiveness, labels, or instructions for use of the Services or products provided by Heartstream. Heartstream shall be solely responsible for submitting any filings or reports to any governmental authorities with respect to the Services or products provided by Heartstream hereunder, unless otherwise required by law.

6.3. ensure that the Site is maintained in a clean and sanitary condition, and that the Equipment, product, or part is decontaminated prior to service, shipping, or trade-in as per the instructions in the user manual;
6.4. ensure the proper removal and disposal of any hazardous material;
6.5. maintain operating environment within Heartstream specifications for the Site (including temperature and humidity control, and incoming power quality);
6.6. use the Equipment in accordance with the published manufacturer’s operating instructions;
6.7. make normal operator adjustments to the Equipment as specified in the published manufacturer’s operating instructions;
6.8. provide Heartstream and its subcontractor’s service personnel with full and free access to the Equipment at the scheduled service time;
6.9. if applicable, provide invitation letters and support visa application and travel requirements in case necessary; and
6.10. timely return defective spare parts to Heartstream in accordance with the terms of this Agreement; and ensure that all staff working on the Equipment covered under this Agreement are trained and qualified in accordance with all applicable laws and good industry practice.

7. Warranty Disclaimer.

7.1. Heartstream’s sole service obligations to Customer are described in this Agreement. All labor, including technical support, shall be performed in a good and workmanlike manner, subject to applicable Terms of Service, including any exclusions. Heartstream provides no additional warranties under this Agreement. All Services and parts provided under this Agreement are provided “as is”. HEARTSTREAM SPECIFICALLY DISCLAIMS ALL OTHER EXPRESS OR IMPLIED WARRANTIES INCLUDING, WITHOUT LIMITATION, ALL WARRANTIES OF NON-INFRINGEMENT, MERCHANTABILITY, AND FITNESS FOR A PARTICULAR PURPOSE.

8. Limitations of Liability.

8.1. THE TOTAL LIABILITY OF HEARTSTREAM ARISING UNDER OR IN CONNECTION WITH THE PARTS AND SERVICES FOR ANY BREACH OF CONTRACTUAL OBLIGATIONS, WARRANTY, TORT (INCLUDING NEGLIGENCE), UNLAWFUL ACT, OR OTHERWISE IN CONNECTION WITH THE SERVICE IS LIMITED TO THE ACTUAL PURCHASE PRICE RECEIVED FOR THE SERVICE THAT GAVE RISE TO THE CLAIM.
8.2. HEARTSTREAM SHALL NOT BE LIABLE FOR ANY INDIRECT, PUNITIVE, INCIDENTAL, EXEMPLARY, SPECIAL OR CONSEQUENTIAL DAMAGES, OR FOR ANY DAMAGES INCLUDING LOSS OF DATA, PROFITS, REVENUE, BUSINESS INTERRUPTION OR USE IN CONNECTION WITH OR ARISING OUT OF THESE CONDITIONS OF SERVICE, REGARDLESS OF WHETHER THEY ARE FORESEEABLE OR NOT AND WHETHER THE CLAIM IS MADE IN TORT (INCLUDING NEGLIGENCE), BREACH OF CONTRACT, INDEMNITY, AT LAW OR IN EQUITY. NEITHER HEARTSTREAM NOR HEARTSTREAM’S SUPPLIERS SHALL BE LIABLE FOR ANY LOSS OR INABILITY TO USE MEDICAL OR OTHER DATA STORED ON OR BY THE EQUIPMENT.
8.3. THE EXCLUSION OF LIABILITY IN THESE CONDITIONS OF SERVICE SHALL ONLY APPLY TO THE EXTENT ALLOWED UNDER THE APPLICABLE LAW.
8.4. THE FOLLOWING ARE NOT SUBJECT TO THE LIMITATIONS OF LIABILITY UNDER SECTION 8.1:

8.1.1. THIRD-PARTY CLAIMS FOR DIRECT DAMAGES FOR BODILY INJURY OR DEATH TO THE EXTENT CAUSED BY HEARTSTREAM’S NEGLIGENCE OR PROVEN PRODUCT DEFECT.
8.1.2 CLAIMS OF TANGIBLE PROPERTY DAMAGE REPRESENTING THE ACTUAL COST TO REPAIR PHYSICAL PROPERTY TO THE EXTENT CAUSED BY HEARTSTREAM NEGLIGENCE OR PROVEN PRODUCT DEFECT.
8.1.3 OUT-OF-POCKET COSTS INCURRED BY CUSTOMER TO PROVIDE PATIENT NOTIFICATIONS, REQUIRED BY LAW, TO THE EXTENT SUCH NOTICES ARE CAUSED BY HEARTSTREAM UNAUTHORIZED DISCLOSURE OF PROTECTED HEALTH INFORMATION OR PERSONAL HEALTH INFORMATION.
8.1.4 FINES/PENALTIES LEVIED AGAINST CUSTOMER BY GOVERNMENT AGENCIES CITING HEARTSTREAM’S UNAUTHORIZED DISCLOSURE OF PROTECTED HEALTH INFORMATION OR PERSONAL HEALTH INFORMATION AS THE BASIS OF THE FINE/PENALTY; ANY SUCH FINES OR PENALTIES SHALL CONSTITUTE DIRECT DAMAGES.

9. Intellectual Property Indemnification.

9.1. Heartstream shall indemnify, defend, and hold harmless Customer against any claim that Services, including any software, part, or service materials provided under this Agreement (collectively “Service Item(s)”), infringes, misappropriates, or violates any third party intellectual property right, whether patent, copyright, trademark, or trade secret, provided that Customer: (a) provides Heartstream prompt written notice of the claim and (b) grants Heartstream full and complete information and assistance necessary for Heartstream to defend, settle, or avoid the claim.
9.2. If a Service Item is found or believed by Heartstream to infringe a valid patent or copyright; Customer has been enjoined from using a repaired product or Service Item pursuant to an injunction issued by a court of competent jurisdiction, Heartstream may, at its option:

9.2.1. procure the right for Customer to use the Service Item(s);
9.2.2. replace or modify the Service Item(s) to avoid infringement; or
9.2.3. refund to Customer a portion of the service fees upon the return of the Service Item(s) that are subject of such claims of infringement.

9.3. Heartstream shall have no obligation for any claim of infringement arising from: Heartstream’s compliance with Customer’s designs, specifications, or instructions; Heartstream’s use of technical information or technology supplied by Customer; modifications to the Service Item(s), which are not permissible hereunder; use of the covered Heartstream product (based on Service Item(s) delivered under this Agreement) other than in accordance with the product specifications or applicable written instructions; use of the covered Heartstream product, including with Service Item(s), with any other product not sold by Heartstream to Customer and the Heartstream product (including Service Items) in and of itself is not infringing; if claims of infringement would have been avoided by the use of a current unaltered release of covered Heartstream products, provided that, Heartstream makes such unaltered release available to Customer at no additional charge for use of the Heartstream Product (including with Service Items) after Heartstream has advised Customer, in writing, to stop use of the Heartstream Product in view of the claimed infringement (provided that this shall not be a replacement for the remedies set forth in Section 9.2).
9.4. The terms in this Section 9 state Heartstream’s entire obligation and liability for claims of infringement and Customer’s sole remedy in the event of a claim of infringement.

10. End of Life.

10.1. AFTER THE END OF LIFE DATE, HEARTSTREAM WILL CONTINUE TO USE COMMERCIALLY REASONABLE EFFORTS TO REPAIR EQUIPMENT, BASED ON PARTS AND TRAINED ENGINEER AVAILABILITY. AFTER THE END OF LIFE DATE, HEARTSTREAM WILL NOT CREATE OR TEST BUG FIXES, PATCHES, OR ENHANCEMENTS TO THE EQUIPMENT HARDWARE OR SOFTWARE.
10.2. If Heartstream determines that its ability to provide the Services is hindered due to the unavailability of parts or trained personnel, or that the Equipment can no longer be maintained in a safe or effective manner, as determined by Heartstream, then Heartstream may terminate this Agreement with respect to such Equipment upon notice to Customer and provide Customer with a refund of any Customer pre-payments for periods of Service coverage not already completed.

11. Proprietary Service Materials.

11.1. In connection with the Services, Heartstream may deliver or transmit to the Site certain proprietary service materials (including software, tools, and written documentation) that have not been purchased by or licensed to Customer. The presence of this property within the Site will not give Customer any right or title to this property or any license or other right to access, use, or decompile this property. Customer hereby consents to this delivery, storage, attachment, installation, and use of such proprietary service materials, and Customer consents to the presence of a Heartstream’s locked cabinet or box at the Site for storage of this property and to Heartstream’s removal of all or any part of this property at any time, all without charge to Heartstream. Customer agrees to return any service tools that are no longer required on-site to Heartstream and to take responsibility for exportation, duties, fees, and transport cost, all in accordance with Heartstream’s instructions; failure to do so entitles Heartstream to invoice Customer for the value of the respective tool. Customer will protect this property against damage or loss and to prevent any access to or use of this property by any unauthorized party and Customer will be liable for any violation thereof. Customer shall immediately report to Heartstream any violation of this provision.

12. Confidentiality.

12.1. Each party will maintain as confidential any information furnished or disclosed to one party by the other party, whether disclosed in writing, visually, or orally, relating to the business of the disclosing party, its customers, or its patients, and this Agreement and its terms, including its pricing terms. Each party will use the same degree of care to protect the confidentiality of the disclosed information as that party uses to protect the confidentiality of its own information, but not less than reasonable care. Each party will disclose such information only to its employees, and in the case of Heartstream, its Affiliates and subcontractors having a need to know such information to perform the transactions contemplated by this Agreement. The obligation to maintain the confidentiality of such information will not extend to

12.1.1 information in the public domain at the time of disclosure,
12.1.2 information that is lawfully obtained by the receiving party from a third party without any breach of confidentiality or violation of law, or
12.1.3 information that is required to be disclosed by law or by court order. The confidentiality obligations herein will expire five years after the Agreement terminates or expires. The disclosing party maintains exclusive ownership of the confidential information that it discloses to the receiving party, and the receiving party shall be responsible for the breach of these confidentiality terms by any of its representatives or other person to whom it may disclose the confidential information. Notwithstanding the foregoing, if a party is required by law or court order to disclose the other party’s confidential information to a court, government department/agency, or regulatory body, to the extent permitted by applicable law, it shall first inform the other party of the request or requirement for disclosure to allow an opportunity for the other party to apply for an order to prohibit or restrict such disclosure. Moreover, nothing set forth herein shall prohibit Customer from disclosing confidential information required by state or federal open records laws, to the extent disclosed in compliance with the rules and procedures applicable thereto, including notifying Heartstream and providing Heartstream an opportunity to argue certain information may be exempt as a trade secret, if applicable thereunder. The party receiving the other party’s confidential information agrees and acknowledges that any breach or threatened breach of these obligations of confidentiality may result in irreparable harm to the disclosing party for which there may be no adequate remedy at law. In addition to any other remedies, in such event the disclosing party may be entitled to seek an injunction, without the necessity of posting a bond, to prevent any further breach of this Agreement by the receiving party.

13. Compliance with Laws & Privacy.

13.1. If any provision of these Conditions of Service is found to be unlawful, unenforceable, or invalid, in whole or in part, the validity and enforceability of the remaining provisions shall remain in full force and effect. In lieu of any provision deemed to be unlawful, unenforceable, or invalid, in whole or in part, a provision reflecting the original intent of these Conditions of Service, to the extent permitted by the applicable law, shall be deemed to be a substitute for that provision. The failure by Customer or Heartstream at any time to require compliance with any obligation shall not affect the right to require its enforcement at any time thereafter.
13.2 For customers in the United States, each party shall comply with all laws, rules, and regulations applicable to the party in connection with the performance of its obligations in connection with the transactions contemplated by the Quotation, including those relating to employment practices, federal and state anti-discrimination laws (including Title VII of the Civil Rights Act of 1964 as amended, the Rehabilitation Act of 1973 as amended and the Veterans Readjustment ACT of 1972 as amended), E-Verify, FDA, Medicare fraud and abuse, and the Health Insurance Portability and Accountability Act of 1996 (HIPAA). Health care providers are reminded that if the purchase includes a discount or loan, they must fully and accurately report such discount or loan on cost reports or other applicable claims for payment submitted under any federal or state health care program, including Medicare and Medicaid, as required by federal law (see 42 CFR 1001.952[h]).
13.3. To the extent applicable, Customer acknowledges it shall comply with all Medicare, Medicaid, or state cost reporting requirements, including discounts afforded to Customer under this Agreement, for any and Services or parts purchased hereunder. Omnibus Reconciliation Act (OMNI) Social Security (PL96-499, Public Law).
13.4. To the extent applicable to your country or state, Heartstream and Customer shall comply with the Omnibus Reconciliation Act of 1980 (P.L. 96-499) and its implementing regulations (42 CFR, Part 420). Heartstream agrees that until the expiration of four years after furnishing Services or parts pursuant to these Terms and Conditions, Heartstream shall make available, upon written request of the Secretary of the Department of Health and Human Services, or upon request of the Comptroller General, or any of their duly authorized representatives, these General Customer Service Terms and Conditions and the books, documents, and records of Heartstream that are necessary to verify the nature and extent of the costs charged to Customer hereunder. Heartstream further agrees that if Heartstream carries out any of the duties of these Terms and Conditions through a subcontract with a value or cost of ten-thousand U.S. dollars ($10,000.00) or more over a 12 month period, with a related organization, such subcontract shall contain a clause to the effect that until the expiration of four years after the furnishing of such Services pursuant to such subcontract, the related organization shall make available, upon written request of the Secretary, or upon request of the Comptroller General, or any of their duly authorized representatives the subcontract, and books, documents, and records of such organization that are necessary to verify the nature and extent of such costs. This paragraph relating to the retention and production of documents is included because of possible application of Section 1861(v) (1) (1) of the Social Security Act (42 U.S.C. 1395x (v) (1) (I) (1989)), as amended from to time, to these Terms and Conditions. If Section 1861(v) (1) (1) should be found to be inapplicable, then this paragraph shall be deemed inoperative and without force and effect.
13.5. Excluded Provider. As of the date of the sale of the Services, Heartstream represents and warrants that Heartstream, and its employees and subcontractors, are not debarred, excluded, suspended, or otherwise ineligible to participate in a federal or state health care program, nor have they been convicted of any health care related crime for the Services and parts provided under these General Customer Service Terms and Conditions (an “Excluded Provider”). Heartstream shall promptly notify Customer if it becomes aware that Heartstream or any of its employees or subcontractors providing Services hereunder have become an Excluded Provider under a federal or state healthcare program, whereupon Customer shall provide Heartstream with a reasonable opportunity to discuss and attempt to resolve in good faith with Customer any Customer-related concerns in relation thereto, and will give Heartstream a reasonable opportunity to dispute its, or its employee’s or subcontractor’s, designation as an Excluded Provider. If the Parties are unable to resolve any such Customer concerns of the applicable party’s designation as an Excluded Provider, then Customer may terminate this order by express written notice for Services not yet rendered and parts not yet shipped prior to the date of exclusion.
13.6. To the extent applicable to your state, it is Customer’s responsibility to notify Heartstream if any portion of the Quotation is funded under the American Reinvestment and Recovery Act (ARRA). To ensure compliance with the ARRA regulation, Customer shall include a clause stating that the Quotation is funded under ARRA on its purchase order or other document issued by Customer.
13.7. For those customers where Canadian Federal or Provincial privacy laws (“Canadian Privacy Laws”) apply, Heartstream and Customer will comply with Canadian Privacy Laws in fulfilling their respective obligations hereunder. Customer acknowledges that Heartstream may be required, in limited circumstances, to store or grant access to Personal Data to the original equipment manufacturer (OEM) or its Affiliates located outside of Canada. Unless otherwise permitted by law, such disclosure will be limited to exceptional circumstances where it is necessary for the purposes of installing, implementing, maintaining, repairing, trouble shooting, or upgrading the Equipment, or where data recovery assistance from the OEM is necessary. Where required by law, any such disclosure will be limited to temporary access and storage for the minimum time necessary for the purpose and only as required to meet the requirements of this Agreement. Customer acknowledges and agrees that Customer is responsible for obtaining all required consents and providing all required notices to individuals to allow Heartstream and its subcontractors to process Personal Data for the purposes set out herein.

14. Processing of Personal Data.

14.1. During provision of the Services, Heartstream and its Affiliates may process information, in any form, which may qualify as personal data, which is information relating to an individual from which that individual can be directly or indirectly identified. Heartstream and its Affiliates will:

14.1.1. process any protected health information (PHI) as defined by the Health Insurance Portability and Accountability Act of 1996 (HIPAA) on behalf and by instruction of Customer (the terms and conditions governing Heartstream’s handling, processing, storage, or use of PHI are set forth in the Business Associate Agreement or Addendum between the parties) and
14.1.2. process information such as log files or device parameters (which may contain personal data) to provide the Services and to enable its compliance with and performance of its task as manufacturer of medical devices under the applicable regulations and standards, including the performance of vigilance, post-market surveillance and clinical evaluation related activities.

15. Use of Non-Personal Data.

15.1. Customer agrees that Heartstream and its Affiliates may use any data other than personal data generated by the Equipment or otherwise provided by Customer to Heartstream for Heartstream’s own legitimate business purposes including for data analytics activities to determine trends of usage and advise on the use of Heartstream products and Services, for research, product and service development and improvement (including the development of new offerings), substantiation of marketing claims, and for benchmarking purposes.

16. Export Control.

16.1. The provision of Service may be subject to the granting of governmental export licenses. If such licenses or an end-user statement are required, Heartstream will contact Customer immediately and Customer shall provide Heartstream with such documents on first request. In case the provision of the Services becomes restricted or forbidden due to changed export control laws, Heartstream may suspend or terminate, at its option, the execution of its obligations under this Agreement without incurring any liability toward Customer other than reimbursing any amounts received for Services not yet rendered.

17. Subcontracts and Assignments.

17.1. Heartstream may subcontract to service contractors of Heartstream’s choice any of Heartstream’s service obligations to Customer or other activities performed by Heartstream under this Agreement. No such subcontract will release Heartstream from those obligations to Customer. Heartstream may, without prior notice or consent, assign this Agreement to its parent corporation, any of its Affiliates, or to a successor entity in the event of a merger, consolidation, transfer, sale, stock purchase or public offering, as long as the party who receives the assignment assumes all of Heartstream’s obligations hereunder. Customer may not assign this Agreement or the responsibility for payments due under it without Heartstream’s prior express written consent, which will not be unreasonably withheld.

18. Term and Termination.

18.1. This Agreement is non-cancelable by Customer unless as expressly set forth in this Agreement and will remain in effect for the Term.
18.2. Either party may terminate this Agreement upon written notice if the other party becomes or is deemed to be insolvent, discontinues business, is unable to pay its debts, is the subject of bankruptcy proceedings, enters into liquidation whether compulsory or voluntarily or has a receiver or administrator appointed over all or any part of its assets, enters into any arrangement or agreement, or assignment with, or for the benefit of its creditors or any of them, or if the other party takes or suffers any similar action in consequence of debt or insolvency in any jurisdiction. If Customer becomes insolvent, unable to pay its debts as they fall due, files for bankruptcy or is subject to it, has appointed a recipient, is subject to a late fee on payments (temporary or permanent), or has its assets assigned or frozen, Heartstream may cancel any unfulfilled obligations or suspend its performance; provided that, however, Customer’s financial obligations to Heartstream shall remain in full force and effect.
18.3. If Customer sells or otherwise transfers any of the Equipment to a third party and the Equipment remains installed and in use at the same location, and such third party assumes the obligations of Customer under this Agreement or enters into a new service agreement with Heartstream, the price will be equal to the price in this Agreement and a term at least equal to the unexpired/unused term of this Agreement. If such third party does not assume the obligations of Customer under this Agreement, then Customer may terminate this Agreement with respect to such Equipment upon no less than 30 days’ prior written notice to Heartstream, in which case Customer shall pay to Heartstream (i) all amounts due under this Agreement through the effective date of termination (based on the notice requirement) and (ii) as liquidated damages, and not as a penalty, an amount equal to thirty percent (30%) of the remaining payments due under this Agreement for such Equipment from the date of termination through the scheduled expiration of the term of this Agreement.
18.4. Customer may terminate, upon 60 days’ written notice to Heartstream:

18.4.1. the Service coverage for an individual piece of Equipment under this Agreement, representing that such Equipment is being permanently removed from the Site and is not being used in any other Site, or
18.4.2. the Agreement, specifically describing a material breach or default of this Agreement by Heartstream; provided, however, that Heartstream may avoid such termination by curing the condition of breach or default within such 60-day notice period.

18.5 Heartstream may terminate this Agreement, wholly or partially:

18.5.1 if Customer defaults in the performance of any of its obligations under this Agreement, and fails to remedy the same within 60 days of a written notice, or
18.5.2. as described in Section 4 (Payment) and Section 10 (End of Life).

19. Independent Contractor.

19.1. Heartstream is Customer’s independent contractor. Nothing in this Agreement shall be construed to designate Heartstream or Heartstream’s employees or Heartstream’s subcontractor or any of its employees as Customer employees, agents, or partners. Heartstream’s employees and Heartstream subcontractors are under Heartstream’s exclusive direction and control. Heartstream has no liability or responsibility for and does not warrant Customer’s or Customer’s employees’ or other representatives’ acts or omissions related to any services that are performed by Customer’s employees or representatives under this Agreement.

20. Force Majeure.

20.1. Each party shall not be liable in respect of the non-performance of any of its obligations (except for payment obligations for Services rendered) to the extent such performance is prevented by any circumstances beyond its reasonable control, including acts of God, war, civil war, insurrection, fire, flood, labor disputes, epidemics, pandemic, cyber-attack, act of terrorism, governmental regulations or similar acts, embargoes, export control sanctions or restrictions, Heartstream’s unavailability regarding any required permits, licenses or authorizations, default or force majeure of suppliers or subcontractors. If force majeure prevents Heartstream from performing any obligation arising out of the sale, Heartstream shall not be liable to Customer for any compensation, reimbursement, or damages.

21. Third-Party Products Provided by Heartstream.

21.1. To the extent a third-party products service plan is explicitly identified in the Quotation, Heartstream shall be responsible for servicing third-party products provided by Heartstream. Otherwise, Heartstream is not responsible for servicing any third-party products provided by Heartstream to Customer.

22. Adulterated Systems.

22.1. If Heartstream determines that the Equipment has been modified or adulterated in a manner not explicitly specified in the documentation accompanying the Equipment, including without limitation by including a part, component, or device not specified as compatible (an “Adulterated System”), and such modification or adulteration hinders Heartstream’s ability to provide the Service or maintain the Equipment in a safe or effective manner, then Heartstream will promptly notify Customer of such Adulterated System. Following receipt of such notice, if Customer does not permit Heartstream (at Customer’s cost) to remediate the Adulterated System, then Heartstream may remove the Adulterated System from the Site list, adjust the Services under this Agreement, and provide Customer with a refund of any Customer pre-payments for periods of Service not yet rendered or parts not yet provided.

23. Insurance.

23.1. Upon Customer request, Heartstream will provide a Certificate of Heartstream insurance coverage.

24. Rules and Regulations.

24.1. To the extent made known in writing to Heartstream, Heartstream and its subcontractors will comply with Customer’s rules and regulations provided such rules and regulations do not conflict with established Heartstream policies.

25. Miscellaneous.

25.1. Survival. Customer’s obligation to pay any money due to Heartstream hereunder survives expiration or termination of this Agreement. All of Heartstream’s rights, privileges, and remedies with respect to this Agreement will continue in full force and effect after the end of this Agreement.
25.2. Performance. The failure of Customer or of Heartstream at any time to require the performance of any obligation will not affect the right to require such performance at any time thereafter. Course of dealing, course of performance, course of conduct, prior dealings, usage of trade, community standards, industry standards, and customary standards and customary practice or interpretation in matters involving the Service and delivery of similar or dissimilar services shall not serve as references in interpreting the terms and conditions of this Agreement.
25.3. Counterparts. This Agreement may be executed in one or more counterpart copies, each of equal validity, that together constitute one and the same instrument. Any photocopy or facsimile of this Agreement or any such counterpart is deemed the equivalent of an original and any such facsimiles constitute evidence of the existence of this Agreement.
25.4. Governing Law. All transactions contemplated under this Agreement shall be governed by the laws of the state in which the Equipment is located, without regard to that state’s choice of law principles, and expressly excluding application of the Uniform Computer Information Transactions Act (“UCITA”), in any form. EACH PARTY, KNOWINGLY AND AFTER CONSULTATION WITH COUNSEL, FOR ITSELF, IT’S SUCCESSORS’ AND ASSIGNS, WAIVES ALL RIGHT TO TRIAL BY JURY OF ANY CLAIM ARISING WITH RESPECT TO THIS AGREEMENT OR ANY MATTER RELATED IN ANY WAY THERETO.
25.5. Amendment. Save and except for items where Heartstream has retained the right to unilaterally amend the terms of this Agreement, this Agreement may not be amended except by written instrument signed by both parties.
25.6. Communication. Notices or other communications shall be given in writing and shall be deemed effective if they are delivered in person or if they are sent by courier or mail to the relevant party.
25.7. Choice of Language. This Agreement is drawn up in English pursuant to the formal request of parties. Cette entente a été rédigée en anglais à la demande expresse des deux parties.
25.8. Entire Agreement. This Agreement, including all applicable Exhibits as attached hereto, constitutes the entire understanding of the parties and supersedes all other agreements, written or oral, regarding its subject matter. No additional terms, conditions, consent, waiver, alteration, or modification will be binding unless in writing and signed by Heartstream’s authorized representative and Customer. Additional or different terms and conditions, whether stated in a purchase order or other document issued by Customer, are expressly rejected and will not apply to the transactions contemplated by this Agreement. No prior proposals, statements, course of dealing, course of performance, usage of trade or industry standard will be part of this Agreement.
25.9. Additional Terms. Service-specific exhibits and any associated attachments are incorporated herein as they apply to the Services listed on the Quotation and their additional terms shall apply solely to Customer’s purchase of the Services specified therein. If any terms expressly set forth in an exhibit conflict with terms set forth in these General Customer Service Terms and Conditions, the terms expressly set forth in the exhibit shall govern.

26. Authority to Execute.

26.1. The parties acknowledge that they have read the terms and conditions of this Agreement, that they know and understand the same, and that they have the express authority to execute this Agreement.

Additional Service Terms & Conditions

1. Services Provided.

1.1. Commencing on the Effective Date and subject to the limitations below, Heartstream will provide Services listed on the Quotation(s) for Equipment.

Agreement Type	Telephone and Remote Support	On-Site Response Time	On-Site Labor	On-Site Travel	Parts	Priority Parts Delivery
Comprehensive On-site Support	24x7x365 Two Hour Response	On-Site Next Business Day†	Included	Included	Included††	Included
Support Parts Agreement	24x7x365 Two Hour Response	Not Applicable	Not Applicable	Not Applicable	Included††	Included
Support Parts Agreement with Second Response	24x7x365 Two Hour Response	On-Site Next Business Day†	Included	Included	Included††	Included
Bench Repair Service	24x7x365 Two Hour Response	Not Applicable	Included – Remote Only	Not Applicable, Return Shipping Only	Included††	Typical Bench Repair Time: 3-6 business day return†
Unit Exchange Services	24x7x365 Two Hour Response	Not Applicable	Not Applicable	Not Applicable	Unit exchange only	Typical Unit Exchange Time: Next business day exchange†
Biomed Assist Services	24x7x365 Two Hour Response	Not Applicable	Not Applicable	Not Applicable	Discount Applied	Included

†Excluding Heartstream recognized holidays
††Excluding Supplies and Accessories

2. Response Time Definitions.

2.1. “Initial Telephone Response” is the time for a qualified Heartstream service representative to make direct telephone contact with Customer following a request for Service.
2.2. “On-Site Response Time” is the time for a qualified Heartstream service representative to arrive on-site to begin service.
2.3. “Typical Bench Repair Time” is the time for a qualified Heartstream service representative to repair and return Customer’s existing equipment (from Heartstream receipt of the device to Heartstream shipment of such equipment to Customer).
2.4. “Typical Unit Exchange Time” is the time for a qualified Heartstream service representative to exchange Customer’s equipment with a new or refurbished device.
2.5. “Heartstream Next Business Day” response depends on the location of Customer. Heartstream response time will be:

2.5.1. next business day response time for Sites located within 100 miles of the responding Heartstream Field Service Engineer,
2.5.2. two business days for Sites located within 101–200 miles of the responding Heartstream Field Service Engineer,
2.5.3. three business days for Sites located within 201–300 miles of the responding Heartstream Field Service Engineer, and (iv) the response time described in the Agreement for Sites located greater than 301 miles of the responding Heartstream Field Service Engineer.

3. Coverage.

3.1. Telephone and Remote Support. Telephone and remote support coverage is included with all service agreements identified in this Exhibit. Reference the table under Section 1.1 of this Exhibit for specific telephone and remote support hours. Heartstream Customer Care Support Line Call + 1 800-722-9377.
3.2. Remote Access and Diagnostics. Heartstream may remotely access the Equipment to perform Services. Customer shall provide Heartstream access to the Equipment.
3.3. On-Site Labor and Travel. Heartstream will provide the labor and travel necessary for the delivery of corrective maintenance Services during on-site Service coverage hours. On-site service coverage hours are Monday to Friday, 8:00 AM to 5:00 PM excluding Heartstream-recognized holidays.
3.4. Extended Coverage Hours. Extended coverage hours for on-site labor coverage are seven days per week, twenty-four (24) hours per day, including Heartstream holidays.
3.5. Overtime On-Site Labor and Travel. If extended coverage hours are not included, then overtime on-site labor will be billed at a preferred rate.
3.6. Parts and Priority Delivery of Parts. Heartstream will provide parts for corrective maintenance services. Priority Delivery of parts is next business day delivery for parts ordered prior to 3:00 PM Eastern.
3.7. Planned Maintenance (also known as Performance Assurance). If Planned Maintenance Service is included in the Agreement, then Heartstream will provide Customer a planned maintenance schedule for the Equipment. Heartstream will provide such planned maintenance during the service coverage hours at a mutually agreed upon time. Customer will make the Equipment available in accordance with this Exhibit. Heartstream will provide planned maintenance on the Equipment at scheduled intervals. Heartstream may perform Planned Maintenance activities at the Heartstream repair facility for certain Heartstream equipment. If loaner equipment is included in the service agreement and provided to Customer, then Customer will execute a loaner agreement to document its responsibility for any loss or damage to such equipment while in Customer’s possession. All terms and conditions of the Agreement and this Exhibit will apply to the loaner equipment.

4. Customer Responsibilities.

4.1. Support Parts Agreement.

4.1.1. Ensure that all Heartstream equipment of the same model number at Customer Site is covered by the same Support Parts Agreement program, a separate Heartstream service agreement (except Biomed Assist Services), or Heartstream standard warranty. If such service agreement or warranty expires during the term of this Agreement, then all equipment of the same model as the Heartstream equipment must be added to the existing Support Parts Agreement program (except Biomed Assist Services) or a new Heartstream service agreement that includes a Support Parts Agreement.
4.1.2. Designate and train a biomedical engineer and an alternate, who will serve as Heartstream’s primary support contacts. Such individuals must be familiar with all aspects of biomedical training provided by Heartstream. In addition, the biomedical engineer shall maintain the integrity of the Equipment. If Customer does not have a trained biomedical engineer who meets Heartstream requirements, then Customer shall purchase the optional Biomedical Engineer (BMET) Training course.
4.1.3. If Customer cannot resolve the Equipment problem and requires on-site assistance of Heartstream, then Heartstream will provide such on-site service at Heartstream then current standard labor and travel rates per service visit (unless Second Response coverage is included in this Agreement).

4.2. Biomed Assist Services. If Biomed Assist Services coverage is included in this Agreement, then Customer will ensure that any Heartstream equipment not covered by Biomed Assist Services is covered under a Support Parts Agreement, a separate Heartstream service agreement, or Heartstream standard warranty. If such Support Parts Agreement, service agreement, or warranty expires during the term of the Agreement, then all Heartstream equipment covered under such expiring agreement or warranty must be added to the existing Biomed Assist Services coverage or a new Heartstream service agreement.
4.3 Parts. If Parts coverage is included in this Agreement, then, subject to the terms and conditions of this Agreement, the cost of parts used in corrective maintenance of the Equipment at Customer Site is included in this Agreement. Heartstream may reject any Customer requests for parts that is not for the Equipment. The following applies regardless of whether Parts coverage is included or not included in this Agreement: Customer acknowledges and agrees that all parts furnished pursuant this Agreement will only be used in the maintenance, service and repair of the Equipment at Customer Site. Customer may not resell or exchange such parts with any third party. Unless Priority Parts Delivery is included in the Services Agreement, all replacement parts ordered under this Services Exhibit will be shipped using Heartstream standard shipping priority prepaid subject to availability. Other freight arrangements will be at Customer’s request and expense. Heartstream may use refurbished components in the repair of the Equipment; the refurbished components shall be subject to the same inspection and quality control procedures as all other materials used in the manufacture of the Heartstream Care equipment and shall be warranted to the same extent that a non-refurbished component is warranted.
4.4 Exchange Unit: If a replaced part is a recyclable or exchange part as indicated on Heartstream’s published price book, then Customer must return to Heartstream the failed recyclable or exchange part for which the replacement part was furnished within seven days of shipment of the replacement part. If the failed part is not returned to Heartstream in the time stated, Customer will pay Heartstream, in addition to any other amounts due Heartstream, Heartstream’s published list price for such parts plus freight.
4.5. Remote Access. For Heartstream to provide remote support, Customer must provide remote access to the Equipment via Heartstream specified connection as described in this Agreement and notify Heartstream of any changes to connection procedures. Customer must also provide Heartstream with access to domain accounts, passwords, and connections that are necessary to perform required Services.
4.6. Security. Customer shall provide security to prevent unauthorized Equipment access to proprietary and confidential information.
4.7. Software Version Levels. Customer must maintain the Equipment at a currently supported version to receive support under this Exhibit.
4.8. Hardware Revision Levels. Customer must maintain all associated Equipment hardware, firmware, and middleware at the required revision levels for the software version. To receive new software versions, updates and fixes, Customer must maintain all associated hardware to the then-current specification for the software upgrades.
4.9. Data Reconstruction. Customer shall follow the recommended back-up processes as outlined in the System Installation or Reference Guide. Customer is also responsible for the reconstruction, restoration, retrieval, or recovery of any lost or altered patient records, files, programs, or data. Heartstream is not responsible for the reconstruction, restoration, retrieval, or recovery of any lost or altered files, data, or programs.
4.10. Intermediate Resolutions. Customer shall implement any intermediate resolutions or workarounds that Heartstream requests while seeking a long-term Equipment resolution.

5. Service Limitations.

5.1. Software Restoration. If the software fails and the supported application software requires restoration, then Heartstream will reinstall the application software, database software, and operating system to the revision level that existed prior to the malfunction or failure and Heartstream will attempt to reinstall Customer created data backup. If Customer created data backup cannot be used to re-install any data to the Equipment, Customer will hold sole responsibility for the loss of data. Custom or third-party software, custom database configurations or reports, and Customer written product interfaces are not included. If an Equipment failure is attributed to hardware not supported under the Agreement, Customer shall restore the software, operating system, and database software before Heartstream begins any software restoration efforts.
5.2. Anti-Virus Statement. Heartstream’s software is a computer-based medical product and, therefore, may be subject to attack by outside computer viruses. The software required to prevent attack by a computer virus must be constantly monitored and updated. Customer shall install and maintain anti-virus software in accordance with the System Installation or Reference Guide. Heartstream shall use reasonable efforts to notify Customer if Heartstream becomes aware of any virus in the software licensed to Customer and covered under this Agreement.
5.3. Non-Heartstream Software Assistance. Requests for assistance with hardware, operating systems, communications network, third party software, printer configuration, etc., are outside the scope of this Agreement.

6. Exclusions.

In addition to the Service Exclusions set forth in the Agreement, the following Service Exclusions apply to the Services.
6.1. Any combining of the Equipment with a non-qualified device. A non-qualified device is:

6.1.1. Any product (hardware, firmware, software, or cabling) not supplied by Heartstream, whether used internal or external to the Equipment without Heartstream’s approval. Examples include software patches, security fixes, and service packs from the operating system, web browser, or database software manufacturer(s);
6.1.2. Any product supplied by Heartstream that has been modified by Customer or any third party; and
6.1.3. Any product maintained under this Agreement in which Customer does not allow Heartstream to incorporate engineering improvements.
6.1.4. Any product that has reached its End of Life.

6.2. Operating system software issues that manifest themselves in non-performance of another installed application and affect use or performance of the Equipment.
6.3. Any network related problems.
6.4. The cost of Consumables software media, and cassettes.

HEARTSTREAM
PRODUCT WARRANTY

This product warranty document is an addition to the terms and conditions set forth at Terms and Conditions of Sale | Heartstream and applies to the Heartstream Product(s) listed on the Quotation. Unless specifically listed below, this warranty does not apply to replacement parts. The terms and conditions of the Quotation are incorporated into this warranty document. The capitalized terms herein have the same meaning as set forth in the Quotation.

1. Product Warranty.

1.1. Heartstream warrants to Customer that except as otherwise indicated in the Product table, each Heartstream’s Product (“Product”; see Table at Section 11.1) will perform in substantial compliance with its performance specifications, in the documentation accompanying the Product, for a period of one year after completion of installation and availability for first patient use. For all products that do not require installation, the warranty period begins on the date of invoice.

2. Product Options, Upgrades, or Accessories.

2.1. Any Heartstream’s authorized options, upgrades, or accessories for the Product that are delivered or installed on the Product during the original term of the Product warranty shall be subject to the same warranty terms contained in the first paragraph of this warranty, except that such warranty shall expire on the later of:

2.1.1 upon termination of the initial warranty period for the Product on which the option, upgrade or accessory is installed; or
2.1.2 after 90 days for parts only from the date of installation.

3. Product Software and Software Updates.

3.1. The software provided with the Product will be the latest version of the standard software available for that system as of the 90th day prior to the date the Product is delivered to Customer.
3.2. All software is and shall remain the sole property of Heartstream or its software suppliers.
3.3. Use of the software is subject to the terms of a separate software license agreement. Customer must sign all such license agreements prior to or upon the delivery of the Product.
3.4. No license or other right is granted to Customer or to any other party to use the software except as set forth in the license agreements. Any Heartstream maintenance or service software and documentation provided with the Product or located at Customer’s premises is intended solely to assist Heartstream and its authorized agents to install and to test the Product, to assist Heartstream and its authorized agents to maintain and to service the Product under a separate support agreement with Customer, or to permit Customer to maintain and service the Product.
3.5. Customer agrees to restrict access to such software and documentation only to Heartstream’s employees, employee of its authorized agents, and Customer’s authorized employees.

4. Medical Consumables and Sensors (MCS) Warranty.

4.1. Heartstream warrants reusable supplies products against defects in materials and workmanship as defined in the table in Section 11.1.
4.2. For single patient use/disposable items, Heartstream guarantees that they will work out of the box.
4.3. If applicable, please also refer to the product for the manufacturer’s warranty.

5. Warranty Inclusions.

During the term of the Warranty, Heartstream will provide the Customer with:
5.1. Product support and troubleshooting via telephone or remote connection; and
5.2. Spare parts, as such may be needed for the Products, including the costs for shipping of such spare parts.

6. Warranty Exclusions.

6.1. Heartstream does not warrant that Products will operate error free or without interruption.
6.2. During the warranty period, Heartstream personnel may schedule planned maintenance of the Product at a mutually agreeable time and date. Such planned maintenance is not included as part of this warranty and may be charged to Customer by Heartstream.
6.3. Updates to standard software for the Product that do not require additional hardware or equipment modifications will be performed as a charged service during the warranty period.
6.4. Any fixes, patches, updates or upgrades to the software, including without limitation, any professional services are not covered by any warranty or condition, express, implied, or statutory.
6.5. In addition, the warranty does not apply:

6.5.1. To network hardware components, network operating systems, and network wires;
6.5.2. Consumables used in the operation of a Product, such as storage media;
6.5.3. If the defect is caused by connecting peripherals, additional equipment, supplies or accessories (including software) that have not been tested and validated by Heartstream;
6.5.4. if the proof of purchase has been altered or made illegible;
6.5.5. if the model number, serial number, or production date code on the product has been altered, removed, or made illegible;
6.5.6. if the Product was purchased as faulty stock;
6.5.7. if repairs or modifications to the Product have been performed by unauthorized service organizations or persons;
6.5.8. if the defect is the result of use outside the intended purpose;
6.5.9. if the defect is caused by abuse of the Product;
6.5.10. if the defect is caused by environmental conditions that are not in accordance with the user manual;
6.5.11. if the device has been damaged, including damage by animals, lightning, abnormal voltage, fire, natural disaster, transportation, or water (unless the user manual expressly states that the product may be exposed to water or cleaning liquids);
6.5.12. to normal wear and tear, or replacement of consumable parts;
6.5.13. if the Product does not function properly because it was not originally designed, manufactured, or approved for use in the country where the product is used;
6.5.14. if the product does not function properly due to problems with access to, or connection with service providers, such as interruptions in the access networks, faults on the subscriber’s or the correspondent’s line, local network fault (cabling, file server, user’s network) and faults in the transmission network (interference, scrambling, faults or poor network quality); and
6.5.15. if the product is defective due to the wear of its parts, which are consumable by their nature.

7. Warranty Limitations.

7.1. Heartstream’s sole obligations and Customer’s exclusive remedy under any product warranty are limited, at Heartstream’s option, to the repair or the replacement of the product or a portion thereof within 30 days after receipt of written notice of such material breach from Customer (“Product Warranty Cure Period”) or, upon expiration of the Product Warranty Cure Period, to a refund of a portion of the purchase price paid by the Customer, upon Customer’s request.
7.2. Any refund will be paid to the Customer when the product is returned to Heartstream.
7.3. Warranty service outside of normal working hours (i.e., 8:00 AM – 5:00 PM in the time zone where the Customer is located, Monday through Friday, excluding Heartstream’s observed holidays), will be subject to payment by Customer at Heartstream’s standard service rates.
7.4. This warranty is subject to the following conditions:

7.4.1. That the Product is installed by authorized Heartstream’s representatives (or is to be installed in accordance with all Heartstream’s installation instructions by personnel trained by Heartstream);
7.4.2. That the Product is to be operated exclusively by duly qualified personnel in a safe and reasonable manner in accordance with Heartstream’s written instructions and for the purpose for which the products were intended;
7.4.3. That the Product is maintained and in strict compliance with all recommended and scheduled maintenance instructions provided with the product and Customer is to notify Heartstream immediately if the product at any time fails to meet its printed performance specifications;
7.4.4. That the Product is only used with supplies and accessories which have been validated by Heartstream; and
7.4.5. Customer acknowledges that use of any supplies and accessories that have not been validated by Heartstream may damage the Product, and that Heartstream may not cover any such damage to the Product.

7.5. Heartstream’s obligations under any product warranty do not apply to any product defects resulting from improper or inadequate maintenance or calibration by the Customer or its agents; Customer or third party supplied interfaces, supplies, or software including without limitation loading of operating system patches to the Licensed Software or upgrades to anti-virus software running in connection with the Licensed Software without prior approval by Heartstream; use or operation of the product other than in accordance with Heartstream’s applicable product specifications and written instructions; abuse, negligence, accident, loss, or damage in transit; improper site preparation; unauthorized maintenance or modifications to the product; or viruses or similar software interference resulting from connection of the product to a network.
7.6. Heartstream does not provide a warranty for any third party products furnished to Customer by Heartstream under the Quotation; however, Heartstream shall use reasonable efforts to extend to Customer the third party warranty for the product.
7.7. The obligations of Heartstream described herein are Heartstream’s only obligations and Customer’s sole and exclusive remedy for a breach of a product warranty.
7.8. THE WARRANTIES SET FORTH HEREIN WITH RESPECT TO A PRODUCT (INCLUDING THE SOFTWARE PROVIDED WITH THE PRODUCT), ARE THE ONLY WARRANTIES MADE BY HEARTSTREAM IN CONNECTION WITH THE PRODUCT; THE SOFTWARE, AND THE TRANSACTIONS CONTEMPLATED BY THE QUOTATION, AND ARE EXPRESSLY IN LIEU OF ANY OTHER WARRANTIES, WHETHER WRITTEN, ORAL, STATUTORY, EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, ANY WARRANTY OF NON-INFRINGEMENT, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.
7.9. Heartstream may use refurbished parts in the manufacture of the products, which are subject to the same quality control procedures and warranties as for new products.

8. Transfer of Product.

8.1. At Heartstream’s discretion, if Customer transfers or relocates the installable Product, or any portion thereof, all obligations under this warranty document will terminate unless Customer receives the prior written consent of Heartstream for the transfer or relocation.
8.2. At Customer’s request, Heartstream, at its discretion, will re-locate the installable Product and shall re-certify the installable Product at the Customer’s expense.

9. Limitation of Liability.

9.1. THE TOTAL LIABILITY OF HEARTSTREAM ARISING UNDER OR IN CONNECTION WITH THE PRODUCT FOR ANY BREACH OF CONTRACTUAL OBLIGATIONS, WARRANTY, NEGLIGENCE, UNLAWFUL ACT OR OTHERWISE IN CONNECTION WITH THE PRODUCT IS LIMITED TO THE ACTUAL PURCHASE PRICE RECEIVED FOR THE PRODUCT THAT GAVE RISE TO THE CLAIM.
9.2. HEARTSTREAM SHALL NOT BE LIABLE FOR ANY INDIRECT, PUNITIVE, INCIDENTAL, EXEMPLARY, SPECIAL OR CONSEQUENTIAL DAMAGES OR FOR ANY DAMAGES INCLUDING, LOSS OF DATA, PROFITS, REVENUE, BUSINESS INTERRUPTION OR USE IN CONNECTION WITH OR ARISING OUT OF THESE CONDITIONS OF SALE, REGARDLESS OF WHETHER THEY ARE FORESEEABLE OR NOT AND WHETHER THE CLAIM IS MADE IN TORT (INCLUDING NEGLIGENCE), BREACH OF CONTRACT, INDEMNITY, AT LAW OR IN EQUITY. NEITHER HEARTSTREAM NOR HEARTSTREAM’S SUPPLIERS SHALL BE LIABLE FOR ANY LOSS OR INABILITY TO USE MEDICAL OR OTHER DATA STORED ON OR BY THE PRODUCT.
9.3. THE EXCLUSION OF LIABILITY IN THESE CONDITIONS OF SALE SHALL ONLY APPLY TO THE EXTENT ALLOWED UNDER THE APPLICABLE LAW.
9.4. FOR US CUSTOMERS, THE FOLLOWING ARE NOT SUBJECT TO THE LIMITATIONS OF LIABILITY UNDER SECTION 9.1:

9.4.1. THIRD PARTY CLAIMS FOR DIRECT DAMAGES FOR BODILY INJURY OR DEATH TO THE EXTENT CAUSED BY HEARTSTREAM’S NEGLIGENCE OR PROVEN PRODUCT DEFECT.
9.4.2. CLAIMS OF TANGIBLE PROPERTY DAMAGE REPRESENTING THE ACTUAL COST TO REPAIR PHYSICAL PROPERTY TO THE EXTENT CAUSED BY HEARTSTREAM NEGLIGENCE OR PROVEN PRODUCT DEFECT.
9.4.3. OUT OF POCKET COSTS INCURRED BY CUSTOMER TO PROVIDE PATIENT NOTIFICATIONS, REQUIRED BY LAW, TO THE EXTENT SUCH NOTICES ARE CAUSED BY HEARTSTREAM UNAUTHORIZED DISCLOSURE OF PROTECTED HEALTH INFORMATION.
9.4.4. FINES/PENALTIES LEVIED AGAINST CUSTOMER BY GOVERNMENT AGENCIES CITING HEARTSTREAM’S UNAUTHORIZED DISCLOSURE OF PROTECTED HEALTH INFORMATION AS THE BASIS OF THE FINE/PENALTY, ANY SUCH FINES OR PENALTIES SHALL CONSTITUTE DIRECT DAMAGES.

10. Force Majeure

10.1. Heartstream and Customer shall each be excused from performing its obligations (except for payment obligations) arising from any delay or default caused by events beyond its reasonable control including: acts of God, health pandemics, acts of any civil, military, or government authority, fire, floods, war, embargoes, labor disputes, acts of sabotage, riots, accidents, delays of carriers, voluntary or mandatory compliance with any government act, regulation, mandatory direction, or request. For clarity, Customer requests shall not be considered ‘government’ requests under this section.

11. Applicable Products

11.1. The following table lists the specific Products to which this warranty document applies:

WARRANTY NAME	WARRANTY DESCRIPTION	SERVICE LOCATION	WARRANTY PERIOD	PERIOD OF COVERAGE	RESPONSE TIME	MONITORING PRODUCTS Product Number/Description
Bench	Repair and Return of Customer Unit (with Loaner)(2)	Heartstream Customer Repair Ctr	2 Years	8 AM – 5 PM, Monday – Friday(6)	Typical 3 Business Days(5)	This is the standard warranty but can be changed to a 1 year on-site warranty through the purchase of a product option. Tempus Pro Monitor [989706000032, 989706000082, 989706000001, 989706000031, 989706000051, 989706000081, 989706000101, 989706002081, 989706012180, 867420, 867421, 867422, 867423]
Exchange	Replace	Heartstream Customer Repair Ctr.	2 Years	8 AM – 5 PM, Monday – Friday(6)	Typical Next Business Day	Tempus LS Manual Defibrillator [989706001681]
Exchange	Product Exchange	N/A	5 Years	8 AM – 5 PM, Monday – Friday(6)	Typical Next Business Day	HeartStart FR3 Text AED (861388) HeartStart FR3 ECG AED [861389]
Exchange	Product Exchange	N/A	8 Years	8 AM – 5 PM, Monday – Friday(6)	Typical Next Business Day	HeartStart OnSite AED (M5066A) HeartStart Home AED (M5068A) HeartStart FRx AED (861304)
Exchange	Product Exchange	N/A	1 Year	8 AM – 5 PM, Monday – Friday(6)	Typical Next Business Day	AED Remote Monitor (860461)
Biomed	In-house Biomedical Parts	Customer Site	3 Years	8 AM – 5 PM, Monday – Friday(6)	Typical Next Business Day	Tempus Pro Monitor [989706000032, 989706000082, 989706000001, 989706000031, 989706000051, 989706000081, 989706000101, 989706002081, 989706012180, 867420, 867421, 867422, 867423]

 

1. These devices offer optional warranties; the Customer must select one at the time of order or the default of the 1-year warranty will be applied.
2. Heartstream will provide a loaner while product is being repaired.
3. Warranty applies to media only.
4. Most repairs can be completed remotely. Occasional onsite support may be required.
5. 3-7 days does not include transportation to and from Heartstream Customer Repair Center.
6. Excluding scheduled Heartstream’s holidays.
7. Demo equipment will receive the same warranty as new equipment.
8. When supplied by Heartstream, a 90-day warranty will be offered on the internal and detachable battery.
9. Tempus Pro has 3 warranty options selectable at time of sale: 1 Year OnSite, 2 Year Bench (with loaner) & 3 Year In-House Biomedical Parts.

 

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