Steri24 Support
Fast help on site.
Installation, maintenance, validation, repair, IT‑support. From 39 Steri24 service locations and over 150 certified partners.
Germany
Austria
Switzerland
Liechtenstein
Luxembourg
24/7 Emergency
Call us immediately in case of a fault
Here for you around the clock — even on weekends.
+49 545 263 499 31
For critical breakdowns in your practice
How can we help?
Choose the service category.
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Maintenance
Annual maintenance at a flat rate — incl. all testprotocols and safetyrelevant components.
→Validation
Initial, re- and performance qualification per RKI‑recommendation — combinable with maintenance.
→Repair
On‑site or at the works. Service vehicles equipped with spare parts for immediate repairs.
→IT support
Connecting Steri24 devices to practicesoftware, documentation and network.
→Water treatment
Regeneration and maintenance of the Steri24 Aqua‑modules — consumables on request.
Manuals & certificates
You will find all documents for your device in the Documents tab of the respective product page.
Take-back & disposal
Proper disposal of your old device — regardless of manufacturer. Please enquire via our contact form.
→Find a service partner
39 locations + 150 partners in the DACH‑region — we name the nearest technician in your area.
Contact your local service‑coordinator.
Advice, ordering, service‑request. Choose the channel that suits you best.
Telephone advice
Advice · Orders · Service‑coordination
Germany
+49 545 263 499 30
Austria
+43 732 674 278 22
Switzerland
+49 545 263 499 30
Liechtenstein
+49 545 263 499 30
Luxembourg
+49 545 263 499 30
Phone hours
Mon–Thu: 08:00–16:00 · Fri: 08:00–13:00
Outside these hours: 24/7‑emergency phone
Live chat
Chat‑icon at the bottom left of the shop
Weekdays 07:30–16:30
How a repair visit works — it's that simple
From the first contact to the invoice — we coordinate everything for you.
1
Submit a request
Via online form, e-mail or phone. You tell us the device, serial number and preferred date.
2
Free remote diagnosis
Our service center clarifies things in advance by phone — we often solve problems right here.
3
Technician on site
Your Steri24 technician arrives with the right spare parts directly in the service vehicle.
4
Protocol & invoice
You receive a test protocol and invoice — with a 1 year warranty on all spare parts.
Commissioning step by step
New device? Our video guides walk you through every Class‑B autoclave‑commissioning.
Commissioning 3 L autoclave
Set-up, water filling, first sterilization cycle.
Commissioning 12 L autoclave
For medium practice sizes — incl. vacuum test.
Commissioning 18 & 23 L autoclave
Large chamber — ideal for practices with high throughput.
More tutorials — cleaning the drain sieve, printer, filter change and more.
To the Steri24 YouTube channelThere where you need us.
39 Steri24 service locations with their own service vehicles — each one equipped with spare parts for immediate repairs. The technician is on site and the autoclave is running again the same day.
39
Service locations
Each location with its own service vehicle and trained technician.
150+
Certified partners
CertoClav‑partner network in DE, AT, CH, LU and LI.
Workshop on four wheels · immediate repair on site
39 locations · 150+ partners DACH
What our customers say about us.
4.9 out of 5 stars on Google — based on verified reviews.
Claudia Pamela Ambrosi · Google review
„Very satisfied with the customer service. I wrote in the chat on a Sunday, assuming it was a chatbot — and a real employee answered me.“
7 months ago
Stephanie Grebe · Google review
„I am very positively impressed by the very good, honest, patient advice. All questions were answered well — you felt you were in good hands.“
8 months ago
Maud Kolb · Google review
„Fast delivery, good advice, great price. Recommended to all podiatrists! Maintenance and validation in Germany nearby. I am happy. Thank you!“
a year ago
When does my device need servicing?
Depending on the number of cycles and the age of the device, electrical and safetyrelevant components are checked in line with the manufacturer's specifications. Only specially trained technicians are allowed to carry out maintenance on medicaldevices.
| Product | Maintenance interval |
|---|---|
| Steri24 autoclaves | 1,000 cycles or 24 months |
| Washer-disinfectors | 24 months |
| Steri24 sealing devices | 24 months |
| Steri24 ultrasonic cleaners | 24 months |
| Strength test (hydraulic test of the pressure-vessel chamber) — Steri24 autoclaves | 20 years · extended interval |
Maintenance flat rate for the DACH‑region
Annual maintenance at a fixed price — no hidden costs. For scheduling we need:
- Contact and address details of your practice
- Serial number of your device
- For autoclaves: current vacuum-test‑protocol
- Your preferred date
Did you order from us?
Complaint, return, delivery, payment — here you will find the answers.
A
Complaint & return
Complaints are accepted up to 14 days after delivery. The easiest way is online — in 2 minutes and without any e-mail.
Fill out the online withdrawal formB
Warranty & repair
Is your device faulty? In urgent cases use our 24h‑emergency phone. Outside the warranty you choose between on‑site and works repair.
Request a repairC
Payment, delivery, return
Accepted payment methods, shipping details and everything about returning ordered goods.
View detailsContracts, documents, further information
Service contracts
Ordering & logistics
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Frequently Asked Questions
Service – key questions answered clearly.
What service offerings does Steri24 provide?
We handle installation, commissioning, maintenance, validation, repair, IT support and the maintenance of the water treatment. In addition, we offer take-back and disposal of old devices. Simply select the appropriate category on the service page.
Are there service partners or service locations in my region?
Yes, we operate service locations with our own service vehicles and a large network of certified partners in the DACH region, in Liechtenstein and Luxembourg. We are happy to name the nearest technician in your area - just contact your local service coordinator.
Does a technician come on site for maintenance, validation and repair?
Yes, our trained service technicians and authorized partners come directly to your practice for installation, validation, maintenance and repair. This way your device is often up and running again the same day.
Is there a 24/7 emergency phone line in case of a fault?
Yes, for critical breakdowns in your practice you can reach us around the clock via the 24/7 emergency phone - even on weekends. So in case of a fault you can call us immediately.
How does a repair visit work?
You submit the request via form, e-mail or phone and give us the device, serial number and preferred date. This is followed by a free remote diagnosis, the on-site visit with the right spare parts, plus a test protocol and invoice.
What does the telephone remote diagnosis cost?
The telephone remote diagnosis is free. Our service center clarifies the problem in advance over the phone - the fault can often be resolved right there, without a technician having to come out.
What information do you need for a service request?
Please give us the device and serial number, a short description of the fault and your preferred date. For autoclaves, a current vacuum-test protocol also helps, a photo is fine too.
Can you also service devices from other manufacturers?
As a rule we only service and repair our own Steri24/CertoClav devices, as we lack the right spare parts and approvals for third-party devices. However, we can validate many third-party devices - send us the model and manufacturer and we will check each case individually.
Can you repair devices from other suppliers?
We usually cannot repair third-party devices, as we lack spare parts and manufacturer approvals; please contact the respective manufacturer or an authorized partner. As an alternative, we are happy to suggest a suitable new Steri24 device.
Can you validate devices from other manufacturers?
Yes, we can validate many third-party devices, even if we do not service them. The prerequisite is that the required maintenance has previously been carried out by the manufacturer or an authorized partner. Send us the model and manufacturer and we will prepare a quote.
At what interval must my Steri24 autoclave be serviced?
Steri24 autoclaves are serviced after 1,000 cycles or after 24 months at the latest - whichever comes first. In the process, electrical and safety-relevant components are checked in line with the manufacturer's specifications.
Is maintenance also required after two years even with low usage?
Yes. Maintenance is scheduled regularly every 24 months, regardless of the actual number of cycles. Only with very high usage does it become due earlier, as soon as the cycle limit is reached.
How often do washer-disinfectors need to be serviced?
Washer-disinfectors are serviced every 24 months. The inspection is carried out exclusively by specially trained technicians, as these are medical devices.
At what interval are Steri24 sealing devices serviced?
Steri24 sealing devices are serviced every 24 months. Regular maintenance ensures a consistently tight, standard-compliant sealing of your sterile packaging.
How often must a Steri24 ultrasonic cleaner be serviced?
Steri24 ultrasonic cleaners are serviced every 24 months. This keeps the cleaning performance, as the first step of instrument reprocessing, reliably maintained.
What is the strength test for autoclaves?
The strength test is a hydraulic test of the pressure-vessel chamber. For Steri24 autoclaves an extended interval of 20 years applies here.
What is a maintenance contract and what does it do for me?
With a maintenance contract you safeguard the regularly scheduled maintenance: we remind you in good time, arrange the appointment and take care of the work, spare parts and report. The contract itself is free - only the actual maintenance fees apply.
What is included in the maintenance flat rate?
The annual maintenance is carried out at a fixed price including all test protocols and safety-relevant components - with no hidden costs. We are happy to tell you the exact scope and price as part of a quote.
How do I book a maintenance service?
You can book the maintenance directly online via the maintenance packages or send us your details by e-mail to support@certoclav.com. We will prepare a non-binding quote and arrange an appointment - on site or at the works.
What information do you need for scheduling the maintenance?
For scheduling we need the contact and address details of your practice, the serial number of your device, for autoclaves a current vacuum-test protocol, and your preferred date.
What does the validation of an autoclave mean?
Validation is a formal inspection that proves your autoclave and the entire reprocessing process meet the applicable standards and sterilize reliably. It is carried out on site with your instruments as the load.
Is validation mandatory?
In Germany, validation is mandatory for everyone who reprocesses medical instruments used on humans (e.g. podiatry, beauty, tattoo/piercing, doctors, clinics); the basis is, among others, the MPBetreibV. Those who do not reprocess critical instruments that come into contact with blood are usually not obliged to do so.
What is done during validation?
An approved validator checks on site with measuring sensors whether your autoclave meets all requirements at the place of use - including a vacuum test, empty-chamber profile and several sterilization runs with your instruments. Afterwards you receive a validation report.
Which types of validation does Steri24 offer?
We offer initial, re- and performance qualification per RKI recommendation. The validation can be combined with the maintenance, which is usually cheaper when done at a joint appointment.
Must validation always be carried out on site?
Yes, validation is always carried out on site with your instruments as the load, as it tests the actual conditions at the place of use. We can service a device sent in, but not validate it.
Can I carry out the validation myself?
No, the validation must be carried out by an approved validator with special measuring technology and is practically impossible to perform yourself. However, according to the manual, you may handle the set-up and commissioning yourself.
At what interval must a revalidation take place?
Revalidation is usually due every two years and is carried out on site. Larger devices or a high number of cycles may require a shorter interval.
Is the initial validation included when purchasing the device?
The initial validation is not automatically included in the device price, as it must be carried out on site. However, you can order it directly with the autoclave or commission it separately at any time later on.
Can I use the device before validation?
Yes. The device is ready for use immediately after delivery and commissioning. The initial validation can be done at a separate appointment afterwards.
Is validation mandatory in a veterinary practice?
In the purely veterinary field, validation is not legally required, as the obligation only applies to the reprocessing of instruments used on humans. A voluntary validation is of course possible.
Is validation mandatory in foot care or podiatry?
As soon as you reprocess instruments that come into contact with blood, validation is also mandatory in podiatry and foot care. With pure foot care without critical instruments it often does not apply, but it can be done at any time later on.
Who handles maintenance and validation in Switzerland?
In Switzerland too we have trained technicians and service partners who come on site for installation, validation, maintenance and repair. Dedicated maintenance and validation contracts are available for Switzerland.
Do you also offer service after the warranty has expired?
Yes, we repair and service your device even after the warranty has expired - likewise without a maintenance contract. The usual service and spare-part costs then apply.
Is there a warranty on replaced spare parts?
Yes, we provide a one-year warranty on all spare parts installed during a repair. After the visit you receive a test protocol and invoice.
Are the service vehicles equipped with spare parts?
Yes, every service vehicle is equipped with spare parts for immediate repairs - a workshop on four wheels. This way the technician can fix many faults directly on site.
Can I also have my device repaired at the works?
Yes, repairs are possible either on site or at the works. Outside the warranty you choose between an on-site and a works repair; in urgent cases please use the 24h emergency phone.
Is there a loan device during maintenance or repair?
Yes, we provide a limited number of loan devices, especially in the event of a repair, so that your work is not interrupted. The loan device is supplied with the necessary accessories.
How long are spare parts available?
We keep spare parts available over the usual service life of the devices, so that repairs and maintenance remain possible in the long term. Give us the model and serial number and we will check availability for your device.
What does Steri24's IT support include?
Our IT support takes care of connecting your Steri24 devices to the practice software, to the documentation and to your network. This way cycle release and protocols can be integrated digitally into your workflow.
What happens during maintenance of the water treatment?
We handle the regeneration and maintenance of the Steri24 Aqua modules. We provide the appropriate consumables on request.
Do you take back my old device and dispose of it?
Yes, we dispose of your old device properly - regardless of manufacturer. On request we handle dismantling and disposal in the course of installing the new device; please enquire via the contact form.
Where do I find manuals and certificates for my device?
You will find all documents for your device in the Documents tab of the respective product page. There you can download, among other things, the manual and certificates.
Where do I find video guides for commissioning?
For commissioning the Class-B autoclaves, video guides are available for each chamber size - for example for 3 L, 12 L as well as 18 and 23 L. You will find further tutorials on cleaning, printer and filter change on the Steri24 YouTube channel.
Can I carry out the commissioning myself?
Yes, the set-up, water filling and the first sterilization cycle are well within your reach according to the manual; our video guides take you through it step by step. On request, our technicians also handle it on site.
Do you offer training for my staff?
Yes, an instruction is included on site during commissioning or the initial validation. On request we additionally offer training for your staff on sterilization.
How can I reach Steri24 for advice or an order?
You can reach us by phone for advice, orders and service coordination with dedicated numbers for Germany, Austria, Switzerland, Liechtenstein and Luxembourg. Alternatively by e-mail to support@certoclav.com or via the live chat in the shop.
At what times is the telephone service available?
The phone hours are Monday to Thursday from 08:00 to 16:00 and Friday from 08:00 to 13:00. Outside these hours you can reach the 24/7 emergency phone for critical breakdowns.
My device is showing an error - what should I do?
Note the error code and describe the problem, ideally with a photo of the protocol, and submit a service request via the online form. A technician will get in touch with a proposed solution or to arrange an appointment; in urgent cases use the 24h emergency phone.
What does a failed vacuum test mean?
A failed vacuum test usually indicates that air is flowing into the chamber and that the contact pressure of the door seal needs to be increased or the seal replaced. You will find a quick guide on the inside of the door; if that does not help, please submit a service request.
My printer does not print at the end of sterilization - what should I do?
First check the paper roll and that it is seated correctly; often the thermal paper is inserted the wrong way round or is empty. If that does not help, please submit a service request and a technician will assist you.