Overview
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 if your device fails
Here for you around the clock — weekends included.
+49 545 263 499 31
For critical breakdowns in your practice
How can we help?
Choose your service category.
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Maintenance
Annual maintenance at a flat rate — incl. all test protocols and safety-relevant components.
Validation
Initial, re- and performance qualification per RKI recommendation — combinable with maintenance.
Repair
On site or at our works. Service vehicles equipped with spare parts for immediate repairs.
IT support
Connecting Steri24 devices to practice software, 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.
Find a service partner
39 locations + 150 partners across the DACH region — we name the nearest technician.
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 line
Live chat
Chat icon at the bottom left of the shop
Weekdays 07:30–16:30
This is how easy a repair visit works
From first contact to invoice — we coordinate everything for you.
1
Submit a request
Via online form, email or phone. You tell us the device, serial number and preferred date.
2
Free remote diagnosis
Our service centre clarifies the issue in advance by phone — often we 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 Klasse B autoclave commissioning.
Commissioning 3 L autoclave
Setup, water filling, first sterilization cycle.
Commissioning 12 L autoclave
For medium-sized practices — incl. vacuum test.
Commissioning 18 & 23 L autoclave
Large chamber — ideal for high-throughput practices.
More tutorials — cleaning the drain filter, printer, filter replacement and more.
To the Steri24 YouTube channelThere, where you need us.
39 Steri24 service locations with their own service vehicles — every single one equipped with spare parts for immediate repairs. The technician is in your practice 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 on-site repair
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 and patient advice. All my questions were answered well — I felt in good hands.“
8 months ago
Maud Kolb · Google review
„Fast delivery, good advice, great price. A recommendation to all podologists! Maintenance and validation available nearby in Germany. I am happy. Thank you!“
a year ago
When does my device need maintenance?
Depending on the number of batches and the device age, electrical and safety-relevant components are checked in accordance with the manufacturer's specifications. Only specially trained technicians may carry out maintenance on medical devices.
| Product | Maintenance interval |
|---|---|
| Steri24 autoclaves | 1,000 batches or 24 months |
| Thermal disinfectors | 24 months |
| Steri24 sealing devices | 24 months |
| Steri24 ultrasonic cleaners | 24 months |
| Strength test (hydraulic test of the pressure 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
- The serial number of your device
- For autoclaves: a current vacuum test protocol
- Your preferred date
Already ordered 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 email.
Fill in the online withdrawal formB
Warranty & repair
Is your device defective? In urgent cases use our 24h emergency line. Outside the warranty you can choose between on-site and works repair.
Request a repairC
Payment, delivery, returns
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
Overview – key questions answered clearly.
Which service offerings does Steri24 provide?
Steri24 covers the entire life cycle of your device: installation and commissioning, maintenance, validation, repair, IT support for connecting to practice software, and water treatment. We also handle take-back and proper disposal of old devices. We are happy to clarify by phone which service is due for your device.
Does the Steri24 technician come to me on site?
Yes. We have trained service technicians and certified service partners who come directly to your practice for installation, validation, maintenance and repair. Travel is free of charge within the DACH region.
How many service locations does Steri24 have?
Steri24 is represented by 39 of its own service locations and over 150 certified partners across the DACH region as well as in Luxembourg and Liechtenstein. Each location has its own service vehicle stocked with spare parts for immediate repairs.
Is there a service partner in my region?
Yes, trained service partners operate on site in Germany, Austria and Switzerland. You can find the nearest location via the service map, or we will name the closest technician for you on request.
What do I do in the event of an acute device failure?
For critical breakdowns in your practice you can reach our 24/7 emergency line around the clock, weekends included. Have the device and serial number ready so we can help quickly.
Is the emergency line also available at weekends?
Yes, the 24/7 emergency line is staffed around the clock, including weekends and outside regular phone hours. It is intended for critical device failures in the practice.
When does my autoclave need maintenance?
Steri24 autoclaves are serviced after 1,000 batches or at the latest after 24 months, whichever comes first. During maintenance a trained technician checks the electrical and safety-relevant components in accordance with the manufacturer's specifications.
Is maintenance also required with low usage?
Yes. Maintenance is mandatory every 24 months, regardless of the actual number of cycles. Only with very high usage does it become due earlier, when 1,000 cycles are reached.
At what interval are thermal disinfectors serviced?
Steri24 thermal disinfectors (washer-disinfectors) are serviced every 24 months. Maintenance is carried out by our trained technicians on site or at our works.
How often does a sealing device need to be serviced?
Steri24 sealing devices are serviced every 24 months so that the seal seam and temperature reliably stay within the normative range. We are happy to clarify the details as part of your service request.
Does the maintenance interval also apply to ultrasonic cleaners?
Yes, Steri24 ultrasonic cleaners are also serviced every 24 months to permanently ensure cleaning performance and safety.
What is the strength test of the pressure chamber?
The strength test is a hydraulic test of the pressure chamber of your autoclave. For Steri24 autoclaves an extended interval of 20 years applies.
May I carry out the maintenance myself?
Maintenance on medical devices may only be carried out by specially trained technicians. Certain test steps require expert knowledge and measuring equipment; please leave the maintenance to our service technicians.
How do I book a maintenance service?
You can book maintenance online via the maintenance packages or send your contact details to support@certoclav.com. We then prepare a non-binding quote and arrange an appointment, either on site or at our works.
What information does Steri24 need to schedule maintenance?
For scheduling we need your contact and address details, the serial number of the device, for autoclaves a current vacuum test protocol, and your preferred date.
Can I choose between on-site and works maintenance?
Yes. You can have the maintenance carried out on site at your practice or send the device in for maintenance at our works. Which option makes sense depends on the device and location.
Is a loan device provided for works maintenance?
Yes, in the event of repair and maintenance we provide a limited number of loan devices so that your work is not interrupted. The loan device is supplied with the necessary accessories.
What does the validation of an autoclave mean?
Validation is a formal test 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 anyone reprocessing medical instruments used on humans; the legal basis includes the MPBetreibV. Those who do not reprocess critical instruments that come into contact with blood are usually not obliged to do so.
How does the validation process work?
An accredited validator assesses the autoclave and reprocessing process on site. Using measuring sensors, a vacuum test, an empty-chamber profile and several sterilization runs with your instruments are carried out, among other things. You then receive a validation report.
Who is allowed to carry out the validation?
The validation must be performed by an accredited validator with appropriate measuring equipment and is practically not feasible to do yourself. Steri24 handles the complete process on site.
At what interval must revalidation take place?
Revalidation is generally due every 2 years (24 months) and is carried out on site. For larger devices or a high number of cycles, a shorter interval may be required.
Must the validation always be carried out on site?
Yes, the validation must be 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 to us, but we cannot validate it.
Can I combine maintenance and validation?
Yes, maintenance and revalidation can be carried out together at a single appointment as a package. This is generally cheaper and more practical than separate appointments.
When does the initial validation after purchase have to take place?
The initial validation should be carried out promptly after commissioning in a separate on-site appointment. You can, however, use the device immediately after delivery; the validation can also be done later.
Is the initial validation included in the device price?
The initial validation is not automatically included in the device price, as it must be carried out on site. You can order it directly with the autoclave or commission it separately afterwards.
Do I need a validation as a veterinary practice?
In the purely veterinary field a 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. In pure foot care without critical instruments it is often omitted, but it can be carried out at any time later.
How does a repair visit work?
You submit your request via online form, email or phone and provide the device, serial number and preferred date. A free remote diagnosis follows, then the technician comes on site with the matching spare parts. To finish, you receive a test protocol and invoice.
What is the free remote diagnosis?
Before an on-site visit, our service centre clarifies the problem in advance by phone. Faults can often be resolved this way without a technician visit, saving you time and money.
Do the service vehicles carry spare parts?
Yes, every Steri24 service vehicle is a workshop on four wheels equipped with spare parts for immediate repairs. This way the autoclave can often be up and running again the same day.
Does Steri24 also offer service after the warranty expires?
Yes, we repair and service your device even after the warranty has expired and without a maintenance contract. The usual service and spare parts costs then apply.
Can Steri24 also service third-party devices?
As a rule we can only service and repair our own Steri24 devices, as we lack the matching spare parts for third-party devices. Many third-party devices, however, we can validate; send us the model and manufacturer and we will assess the individual case.
Can you repair a defective third-party device?
As a rule we cannot repair third-party devices, as we lack spare parts and manufacturer approvals. As an alternative we are happy to recommend a suitable new Steri24 device that we can fully support.
How do I report a fault on the device?
Fill in the service form in the troubleshooting portal and describe the fault, ideally with a photo of the protocol. A technician will then get in touch with a proposed solution or to arrange an appointment. In urgent cases use the 24h emergency line.
What does an error in the vacuum test mean?
An error in the vacuum test usually indicates that air is flowing into the chamber and 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, get in touch via the service form.
My printer is not printing, what can I do?
Please first check the paper roll and that it is seated correctly, as the thermal paper is often inserted the wrong way round or is empty. If that does not help, please fill in the service form and a technician will assist you.
How does the commissioning of a new device work?
According to the manual, you may set up and commission the device yourself; our video guides walk you step by step through every Klasse B autoclave commissioning. On request, our technicians can also do this on site.
Where can I find video guides for commissioning?
Video guides for commissioning the 3 L, 12 L as well as 18 and 23 L autoclaves can be found on the Steri24 YouTube channel. There you will also find tutorials on cleaning, drain filter, printer and filter replacement.
Do I receive an introduction to my new device?
Yes, an introduction is integrated into commissioning or the initial validation on site. On request we also offer training of your staff in sterilization.
What does Steri24's IT support cover?
IT support takes care of connecting your Steri24 devices to the practice software, documentation and network. This allows batch data to be integrated paperlessly into your existing workflows.
Does Steri24 offer water treatment as a service?
Yes, we handle the regeneration and maintenance of the Steri24 Aqua modules; the matching consumables are available on request. This keeps the feed water quality of your autoclave reliable over the long term.
Does Steri24 take back my old device?
Yes, we handle the proper take-back and disposal of your old device, regardless of manufacturer. Simply get in touch with us about this.
Where can I find manuals and certificates for my device?
All documents for your device, including manuals and certificates, can be found in the Documents tab of the respective product page.
How do I reach the telephone advice service?
For advice, orders and service coordination you can reach us on the country-specific phone numbers for Germany, Austria, Switzerland, Liechtenstein and Luxembourg. Phone hours are Mon-Thu 08:00-16:00 and Fri 08:00-13:00.
Is there a live chat?
Yes, you will find the chat icon at the bottom left of the shop. The live chat is staffed on weekdays from 07:30 to 16:30, and a real employee answers, not a bot.
How long does an email reply take?
Write to us at support@certoclav.com. As a rule you will receive a reply within 24 hours.
Until when can I file a complaint about an order?
Complaints are accepted up to 14 days after delivery. The easiest way is online via the withdrawal form, in just a few minutes and without any email.
What is a maintenance contract and what does it offer me?
A maintenance contract secures the prescribed servicing and can extend the warranty. We remind you in good time, arrange the appointment and take care of the work, spare parts and report; the contract itself is free of charge.
Which service contracts are available?
Steri24 offers validation contracts and maintenance contracts for Germany and Austria respectively, as well as separate variants for Switzerland. You will find the matching contract template in the further service documents.