Service & Repairs
Technical service: who is my contact?
Installation, maintenance, repair — with our own service network across the DACH region, we are your first and fast point of contact.
Germany Austria Switzerland
Short answer
We are your direct point of contact and connect you with the right technician near you — 39 locations and 150 partners across the DACH region. In an emergency, a loaner unit is ready for you.
How to reach the service team
For the installation, maintenance or repair of our autoclaves we have our own service staff and trained service partners at numerous locations nationwide (Germany, Austria, Switzerland) – guaranteed near you too.
You can find our service locations here.
We are available at any time for your technical questions and service requests and are your first point of contact. Depending on your request, we then forward you to the suitable partner, who can usually arrange an appointment with you very promptly.
If the worst comes to the worst, a limited number of loaner units are also available from us.
You can find our service locations here.
We are available at any time for your technical questions and service requests and are your first point of contact. Depending on your request, we then forward you to the suitable partner, who can usually arrange an appointment with you very promptly.
If the worst comes to the worst, a limited number of loaner units are also available from us.
You don’t have to handle this alone
The most common concerns of our customers — and how we resolve them.
„Is on-site service really reachable?“
Yes — our own network with 39 locations, travel included, even under warranty.
No more downtime.
On-site instead of shipping it in for weeks — our own technicians near you, a loaner unit in an emergency.
4.9 out of 5 on Google Class B medical device · EN 13060 · TÜV SÜD 39 locations + 150 partners DACH Family business since 1957
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Frequently Asked Questions
Info about service & repairs – key questions answered clearly.
Who is my contact for technical service?
We are your direct first point of contact for installation, maintenance and repair, and depending on your request we connect you with the right technician near you. With our own service network across the DACH region, you can reach us for all technical questions and service matters.
Are there service partners or service locations in my region?
Yes, we have trained service partners on site in Germany, Austria and Switzerland. You can find the nearest location in your region on our service map at steri24.de/de/info/servicemap.html.
How many service locations do you have in the DACH region?
We are present with 39 of our own locations and around 150 service partners in Germany, Austria and Switzerland. This guarantees a point of contact near you as well.
Do your technicians come on site for installation, maintenance and repair?
Yes, our own trained service staff and authorised service partners come directly to you for installation, maintenance and repair. Alternatively, maintenance or repair at the factory is also possible.
Who handles the maintenance and repair of my autoclave?
Maintenance and repair are carried out by our own trained service technicians or authorised service partners – either on site at your premises or at the factory.
Do I get a loaner unit in an emergency?
Yes, we provide a limited number of loaner units, especially in the event of a repair, so that your work is not interrupted. The loaner unit is supplied with the necessary accessories.
Is there a charge for the technicians' travel?
No, for on-site maintenance and service, travel within Germany, Austria and Switzerland is free of charge. Transporting the device is not necessary in this case.
Who handles service, maintenance and validation in Switzerland, and does someone come on site?
Yes, we also have trained technicians and service partners in Switzerland who come on site for installation, validation, maintenance and repair. Travel is free of charge.
How is the service organised in Germany?
In Germany, our nationwide trained technicians and service partners come to you on site for installation, validation, maintenance and repair – with free travel.
Where is your company headquarters located and can I reach you by phone?
Our headquarters are in Austria (Peintner Str. 12, 4060 Leonding; office Mon–Fri 7:30–16:30). In addition, we are present with numerous service points in Germany, Austria and Switzerland; you can reach us by phone at 0043 732 674 278.
Is there an emergency line if my device fails?
Yes, in an emergency our 24h emergency line is available to you, and if needed we keep a loaner unit ready. This way you avoid extended downtime in your practice or studio.
How do I report a defect or fault on the autoclave?
Please complete the service form at steri24.de/help and describe the fault, ideally with a photo of the log. A technician will then get in touch with a proposed solution or to arrange an appointment.
Do I have to ship my device in for repair?
Not necessarily: depending on the case, a technician comes to you on site or the device is shipped in for repair – even without a maintenance contract and after the warranty has expired. We coordinate the next steps individually with you.
How quickly is a technician or appointment available?
The assigned partner usually arranges an appointment with you very promptly. A replacement or loaner unit is generally available within a few days in the event of a defect; in urgent cases we respond faster.
Do you also offer service and repair after the warranty has expired?
Yes, we repair and maintain your device even after the warranty has expired – also without a maintenance contract. The usual service and spare-part costs then apply.
How do I book a maintenance service for my autoclave?
You can book the maintenance directly online or send us your contact details; we then prepare a non-binding quote and arrange an appointment – either on site or at the factory.
At what interval must my autoclave be serviced?
Maintenance is legally required every 24 months, but earlier as soon as 1,000 sterilisation cycles are reached – whichever occurs first. This applies in Germany, Austria and Switzerland regardless of actual usage.
Is maintenance also required with low usage?
Yes, maintenance is legally due every 24 months, regardless of the actual number of cycles. Only with very high usage (reaching 1,000 cycles) is it due earlier.
What is a maintenance contract and what does it include?
A maintenance contract secures the legally required servicing and can extend the warranty. We remind you in good time, arrange the appointment and take care of the execution, spare parts and report; we are happy to tell you the exact scope.
Do I have to take out the maintenance contract directly at the time of purchase?
No, you can take out the contract at any time after purchase – you can wait until maintenance is due. You can find the template on steri24.de.
How does signing a maintenance contract work?
Together with the order confirmation you receive the contract documents, which you fill in and return; we send them back countersigned. We then contact you automatically when the maintenance appointment is due.
Can I change or cancel an existing maintenance or validation contract?
Yes, that is possible. Please leave us your contact details or contact our support team, and we will discuss the adjustment individually with you.
Do you also handle setup and installation on site?
Yes, we carry out setup and installation on site on request; our technicians and partners operate in Germany, Austria and Switzerland. According to the manual, you may also carry out commissioning yourself.
Can you dismantle and dispose of my old device during installation?
Yes, on request we handle the dismantling and disposal of your old device as part of installing the new autoclave. We are happy to tell you the costs depending on the effort involved.
How much time should I allow for a maintenance service?
On-site maintenance is usually completed in a single appointment. With maintenance at the factory, the device is collected and delivered back after a few working days; a loaner unit can be provided during this time.
After how many cycles is maintenance required?
Maintenance is due after a maximum of 1,000 sterilisation cycles or 24 months – whichever occurs first.
Do you also service devices from other manufacturers?
As a rule, we can only maintain and repair our own Steri24 devices, as we lack the appropriate spare parts for third-party devices. However, we can validate many third-party devices; send us the model and manufacturer and we will assess the individual case.
Can you validate a third-party device even if you don't service it?
Yes, we can validate many third-party devices even if we do not service them. The prerequisite is that the prescribed maintenance has previously been carried out by the manufacturer or an authorised partner, as this is a basic requirement for revalidation.
What does validation of an autoclave mean?
Validation is a formal test that proves your autoclave and the entire reprocessing procedure meet the applicable standards and sterilise reliably. It is usually carried out every 2 years 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 studios, 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.
Who performs the validation – can I do it myself?
Validation must be carried out by an approved validator with special measuring technology and is practically not feasible by yourself. We handle the entire process on site.
Does validation always have to be done on site?
Yes, validation must always be done on site with your instruments as the load, because it tests the actual conditions at the place of use. Shipping it to the factory is not possible for this; we can service a device sent in, but not validate it.
At what interval is revalidation due?
Validation is generally due every 2 years (24 months); with smooth operation of a Class B autoclave, this interval can be fully used. Larger devices or a high number of cycles may require earlier revalidation.
Can I have maintenance and revalidation carried out in one appointment?
Yes, maintenance and revalidation can be carried out together in one appointment as a package. This is usually cheaper and more practical than two separate appointments; travel and the report are included.
Do you handle maintenance and validation of the device purchased from you?
Yes, we handle the maintenance and validation of devices purchased from us – including installation and initial validation on site and, on request, as part of a maintenance contract.
Can the initial validation be done later, and is the device usable beforehand?
Yes, the initial validation is a process validation and can also be carried out after commissioning; the autoclave is ready for use immediately after delivery. You can commission the validation appointment later at any time.
How does an on-site validation work?
During validation, an approved validator uses measuring sensors to check whether your autoclave meets all requirements at the place of use – including a vacuum test, an empty-chamber profile and several sterilisation runs with your instruments. You then receive a validation report.
My device won't start – what can I check first?
Please first check the fuse and power cable, as this is often the cause. If the device smells burnt, switch it off immediately and unplug it; then report the fault with a description and photos via steri24.de/help.
The printer doesn't print or outputs blank paper – what should I do?
Please check the paper roll and that it is seated correctly; often the thermal paper is loaded the wrong way around or is empty. If that doesn't help, please complete the service form at steri24.de/help and a technician will assist you further.
The instruments are still wet after the cycle – why is that?
Residual moisture or standing water can have several causes, such as the load, drying or the seal. Please complete the form at steri24.de/help and a technician will get in touch to resolve the problem.
The device asks for a service password – what should I do?
The service password is intended only for technicians and is not handed out. Please complete the service form at steri24.de/help or contact support, and a technician will help you unlock it.
May I change the service or calibration menu myself?
No, the service and calibration menu is reserved for service technicians and should not be changed on your own. Please contact our support; a technician will carry out the calibration together with you.
What does an error code indicate and how do I respond correctly?
Many error codes have harmless causes and can often be fixed quickly. It is best to send us a photo of the error or sterilisation log via steri24.de/help; a technician will then get in touch with a specific solution.
Who handles repairs and how are the costs determined?
Repairs are handled by our trained technicians or service partners. The costs depend on the effort and spare parts; after a description of the fault we are happy to prepare an individual quote for you.
Are travel and transport costs included in the maintenance?
Yes, with on-site maintenance, travel is included – transporting the device is not necessary. In Germany, Austria and Switzerland, travel is free of charge.
Is your on-site service really reachable?
Yes, we operate our own service network with 39 locations and around 150 partners across the DACH region; travel is included, even under warranty. Instead of shipping it in for weeks, our own technicians come near you, and in an emergency a loaner unit is ready.
Where can I find the nearest service partner?
You can find the nearest location and the contact details on our service map at steri24.de/de/info/servicemap.html. We are also happy to tell you the right contact on request by phone.
How long do your autoclaves last with regular maintenance?
With regular maintenance at the prescribed interval, our autoclaves achieve a long service life of many years. During maintenance, all critical wear parts are replaced as scheduled, which preserves value and ensures reliability.
Why should I obtain service directly from the provider rather than through third parties?
With our own service network across the DACH region, we are your first and fast point of contact and know your device precisely. Unlike many established expensive manufacturers, travel is included, and in an emergency a loaner unit is ready – you have one contact for installation, maintenance, repair and validation.
Can I get maintenance, repair and validation from a single source?
Yes, we bundle installation, maintenance, repair and validation in one service network, so that you only need one point of contact. This saves coordination and ensures predictable, low-downtime operations in your business.