Service Agreements

Service Agreements are available for most Grass Technologies products. A service agreement allows you to budget a fixed amount for your annual service and repair needs.

For immediate assistance please contact customer service at 1-401-828-4000, fax to 1-401-822-2430 or use our reply form.

Service Agreements

Note: Service Agreements are only available for recorders sold within the United States

Customer Support Plans for Grass Technologies EEG/PSG Systems

Most Grass Technologies Systems carry a LIFETIME WARRANTY on the hardware, which includes the amplifiers, power supplies, selector switches. This warranty covers the repair of a module at our factory or the furnishing of a replacement module for customer installation. Computer and Monitor are covered by the manufacturer’s three-year warranty. The Lifetime Warranty does not cover field service visits.

Standard Grass warranty services included with original purchase are as follows:
• Minimum of one-year warranty on all nonconsumable products. PCs and Monitors are subject to a three-year warranty from time of stock directly with the manufacturer.
• Lifetime warranty on Amplifier systems and Comet personality modules. In the event of failure, the unit must be sent back to Grass for repair.
• Free daytime phone support for life of equipment.
• Free 24/7 emergency phone support for one year following original in-service/setup.
• Lifetime software update support within a version series.
• One-year software update support for major application upgrades.
• Lifetime web-based remote support during standard business hours.

For field service visits, equipment replacement, and other premium services we offer a variety of plans to select from as described below.

Silver, Emergency Phone Service: TSP-03
Gold, Uptime Guarantee: TSP-02
Platinum, Non-Obsolescence: TSP-01

Products covered under these plans include:
• AURA24 Ambulatory EEG Systems
• AURA PSG Wireless/Ambulatory Systems
• AURA PSG LITE Ambulatory Sleep Screener
• Aurora EEG/PSG Systems
• Comet EEG/PSG Systems
• SleepTrek3 Sleep Screener
• Note: BHMM Beehive Millennium and BHHN Beehive Horizon/AURA-LTM64 are not covered under
these plans, please see the separate support plan for this system.

Silver - Emergency Phone Service, TSP-03 includes:
• 24/7 Emergency Pager Service
• Includes all standard Grass warranty services previously noted


Gold - Uptime Guarantee, TSP-02 includes:
• 24/7 Emergency Pager
24/7/365 access to emergency pager service. This service is for recording emergencies only, or for issues prearranged through the tech support department.
• Includes all standard Grass warranty services previously noted
• Major Software Upgrade coverage
Customers are entitled to new updated versions of the TWin & GammaST software packages. Software upgrades will be installed remotely (via web or with assistance of lab staff) or by Grass personnel on site as needed.
• Loaner Amplifier System availability
Amplifier system components are available on loan at no charge and without requiring the faulty device to be received prior to shipment. All products produced by Grass carry a limited lifetime warranty and will be repaired or replaced at no cost. Once our repair facility has resolved the issue with the faulty device, it will be returned and customer will return the loaner to Grass.
• Loaner availability for non-amplifier related items (PCs, PC monitors, cameras, IRL)
A loaner unit will be provided for any Grass supplied device deemed faulty. If the replacement component corrects the issue the customer will have to purchase the item, unless within manufacturer warranty period. All products produced by Grass carry a limited lifetime warranty and would be replaced at no cost. Repairs or parts for PCs and monitors not covered by the manufacturers warranty would be chargeable.
• Expedited shipping of loaner equipment/repairs
Loaner devices will be shipped to the customer using “next day/overnight” courier service to minimize downtime after reasonable Tech Support assisted troubleshooting efforts.
• On-site repairs/training
Field service visits by a Grass Technologies representative to perform repairs, training, and other activities requiring an on-site presence. (Service visits are not limited to certain a number, but Grass Technologies reserves the right to determine the necessity and urgency as many problems can be resolved over the phone, or with overnight express shipment of a convenient plug-in replacement module.)


Platinum - Non-Obsolescence, TSP-01 includes:
• All services under “Gold” contract with following additions/modifications
• PC & monitor upgrades/replacements at regular intervals
As long as the contract remains continuously in effect, PCs and monitors will be replaced with new product on or around four years of system service. If either device failed in the interim it would still be replaced at no charge.
• Accessory equipment replacement at no charge as needed
No charge replacement of PC, PC monitors, cameras, IRL, & audio devices upon failure.
• Amplifier system Non-obsolescence
If the current amplifier system in use is deemed obsolete, it will be replaced at no charge with the latest comparable hardware.

Pricing Quantity of Systems Price each system per year
Silver, Emergency Phone Service (TSP-03) 1 system $995.00
  2-3 systems $825.00
  4-5 systems $725.00
  6 or more $660.00
Gold, Uptime Guarantee (TSP-02) 1 system $2,995.00
  2-3 systems $2,500.00
  4-5 systems $1,800.00
  6 or more $1,500.00
Platinum, Non-Obsolescence (TSP-01) 1 system $4,300.00
  2-3 systems $3,500.00
  4-5 systems $3,500.00
  6 or more $2,300.00

Customer Support Plans for
Model BHMM Beehive Millennium & BHHN Beehive Horizon/AURA-LTM64

Most Grass Technologies Systems carry a LIFETIME WARRANTY on the hardware. (CTE Amplifiers for the Beehive Millennium carry a one-year warranty). This warranty covers the repair of a module at our factory or the furnishing of a replacement module for customer installation. Computer and Monitor are covered by the manufacturer’s three-year warranty. The Lifetime Warranty does not cover field service visits.

Standard Grass warranty services included with original purchase are as follows:
• Minimum of one-year warranty on all nonconsumable products. PCs and Monitors are subject to a three-year warranty from time of stock directly with the manufacturer.
• Lifetime warranty on Amplifier systems and Comet personality modules. In the event of failure, the unit must be sent back to Grass for repair.
• Free daytime phone support for life of equipment.
• Free 24/7 emergency phone support for one year following original in-service/setup.
• Lifetime software update support within a version series.
• One-year software update support for major application upgrades.
• Lifetime web-based remote support during standard business hours.

For field service visits, equipment replacement, and other premium services we offer a variety of plans to select from as described below.

Silver, Emergency Phone Service: BH/TSP-03
Gold, Uptime Guarantee: BH/TSP-02
Platinum, Non-Obsolescence: BH/TSP-01

Silver - Emergency Phone Service, BH/TSP-03 includes:
• 24/7 Emergency Pager Service
• Includes all standard Grass warranty services previously noted

Gold - Uptime Guarantee, BH/TSP-02 includes:
• 24/7 Emergency Pager
24/7/365 access to emergency pager service. This service is for recording emergencies only, or for issues prearranged through the tech support department.
• Includes all standard Grass warranty services previously noted
• Major Software Upgrade coverage
Customers are entitled to new updated versions of the TWin software packages. Software upgrades will be installed remotely (via web or with assistance of lab staff) or by Grass personnel on site as needed.
• Loaner Amplifier System availability
Amplifier system components are available on loan at no charge and without requiring the faulty device to be received prior to shipment. All products produced by Grass carry a limited lifetime warranty and will be repaired or replaced at no cost. Once our repair facility has resolved the issue with the faulty device, it will be returned and customer will return the loaner to Grass.
• Loaner availability for non-amplifier related items (PCs, PC monitors, cameras, IRL)
A loaner unit will be provided for any Grass supplied device deemed faulty. If the replacement component corrects the issue the customer will have to purchase the item, unless within manufacturer warranty period. All products produced by Grass carry a limited lifetime warranty and would be replaced at no cost. Repairs or parts for PCs and monitors not covered by the manufacturers warranty would be chargeable.
• Expedited shipping of loaner equipment/repairs
Loaner devices will be shipped to the customer using “next day/overnight” courier service to minimize downtime after reasonable Tech Support assisted troubleshooting efforts.
• On-site repairs/training
Field service visits by a Grass Technologies representative to perform repairs, training, and other activities requiring an on-site presence. (Service visits are not limited to certain a number, but Grass Technologies reserves the right to determine the necessity and urgency as many problems can be resolved over the phone, or with overnight express shipment of a convenient plug-in replacement module.)

Platinum - Non-Obsolescence, BH/TSP-01 includes:
• All services under “Gold” contract with following additions/modifications
• PC & monitor upgrades/replacements at regular intervals
As long as the contract remains continuously in effect, PCs and monitors will be replaced with new product on or around four years of system service. If either device failed in the interim it would still be replaced at no charge.
• Accessory equipment replacement at no charge as needed
No charge replacement of PC, PC monitors, cameras, IRL, & audio devices upon failure.
• Amplifier system Non-obsolescence
If the current amplifier system in use is deemed obsolete, it will be replaced at no charge with the latest comparable hardware.

Pricing Price each system per year
Silver, Emergency Phone Service (BH/TSP-03) 5% of Equipment Price
Gold, Uptime Guarantee (BH/TSP-02) 10% of Equipment Price
Platinum, Non-Obsolescence (BH/TSP-01) 15% of Equipment Price