Frequently Asked Questions
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In addition to your own account, you can authorise two other users to access the Service Portal with their own accounts, allowing them to independently manage maintenance appointments. This can easily be arranged through the portal.
Click on the relevant AED, then select “Change address” or “Add delivery address” and enter the email address of the person you wish to grant access to. Note that the entered addresses do not need to be the same. Through the email preferences, you can then determine which emails this user will receive.
Email preferences can only be adjusted by the main contact person, the “owner” in the Service Portal. This is usually the person who received the confirmation of the maintenance contract.
To adjust your email preferences, go to the relevant AED in the Service Portal and select “Adjust email configuration.” Here you can set who should receive which notifications and which email addresses they should be sent to. This is also useful if you have added multiple contacts and want specific emails sent to specific individuals. In the email configuration, select “Contact at location” or “Contact at delivery address”.
The location address is always the physical address where the AED is mounted or stored—the exact spot where the device is located.
The delivery address is the address where Medisol sends replacement accessories or the loan AED as part of the maintenance plan. It is also the address where the courier picks up the AED and returns it after maintenance.
Note: These two addresses can be the same, but that’s not always the case. For example, if the AED is at a location where no one is regularly present, it might be more convenient to have accessories delivered to a different address. This is common with associations like football or tennis clubs.
You will receive a loan unit together with a return label and customer instructions in the box. Please read these instructions carefully and schedule a pick-up for the device that needs to be serviced.
On the day of the appointment, you’ll receive an email with a time estimate for when the courier is expected. This estimate becomes more accurate as the delivery time approaches. If we have your phone number, you will also receive a text message when the courier is on the way. Additionally, you can track the shipment via a track & trace link.
Our couriers deliver during regular office hours (between 08:00 and 17:00). Please note these times are subject to change due to logistics planning or unforeseen circumstances.
In the Service Portal, you can change the exact location of the AED. Click on the relevant AED and open the map view where a location pin is visible. By moving this pin, you can easily indicate the precise location of the AED.
Nothing! As you can see in the Service Portal, we monitor these dates for you. We will automatically send the necessary parts or replace them during maintenance, depending on the maintenance plan you’ve selected. With Bronze, Silver, Gold, you receive a 10% discount on these parts, and with Platinum, they’re included in the price.
Contact us. You can find our contact information on our website or send us a chat message. Since you have a maintenance plan with us, you will receive new electrodes and, if needed, a new battery free of charge.
Contact us. You can find our contact information on our website or send us a chat message. If the malfunction cannot be resolved remotely, the AED will be repaired at our Service Centre. Since you have a maintenance plan, you will receive a loan AED from us to use during this period.
Yes, leave the battery and electrodes in the AED when you send it. If your AED is sounding an alarm due to a malfunction, remove the battery and place it separately in the box. You do not need to send the rescue kit, case, or other accessories.
If you have new accessories that still need to be installed in the AED, include them in the shipment—we’ll install them during the maintenance.
No, that’s not necessary. You only need to place the AED itself in the box. Keep the AED bag. You can use it again once your own AED is returned or use it temporarily for a loan AED.
If you have a Silver, Gold, or Platinum maintenance plan, the maintenance will be initiated 11 months after the AED was purchased. Maintenance takes place once a year. You will automatically receive an email invitation from us to schedule the maintenance on a date that suits you.
Two-factor authentication is in place to protect your account and cannot currently be disabled. When logging in, you will receive a verification code at the email address linked to your user account. This enhances the security of the Service Portal and prevents unauthorised access.
