Warranty & Support Policy – Cryowave Solutions
Last Updated: March 2026
At Cryowave Solutions (Registration No. 324209238), we understand that in the Food Industry, Life Sciences, and premium Home Use applications, your production never stops—and neither do we. We back our world-class freeze-drying technology with unmatched local support, ensuring maximum uptime for your business or personal operation.
This Warranty & Support Policy outlines our Service Level Agreement (SLA), manufacturer warranty terms, and the process for requesting technical assistance for equipment purchased from us (including our partner brands: Leosmak, Holland Green Science, and SJ).
1. The Cryowave Support Guarantee (SLA)
We pride ourselves on providing exceptional, localized technical support. For all new equipment purchases and active rental agreements, we commit to the following Service Level Agreement:
4-Hour Remote Response: Our technical support team will respond to your initial inquiry and begin remote troubleshooting within 4 business hours.
48-Hour On-Site Assistance: If a critical issue cannot be resolved remotely, we aim to dispatch a qualified technician to your facility within 48 hours (subject to geographic location within Israel and specific service contracts).
Local Spare Parts Inventory: We maintain a fully stocked warehouse of essential spare parts locally in Israel to drastically minimize your production downtime.
2. Standard Manufacturer Warranty
All new freeze-drying machines and vacuum pumps sold by Cryowave Solutions come with a standard limited warranty, ensuring they are free from defects in material and workmanship.
Warranty Period: Unless otherwise specified in your specific purchase agreement, new equipment is covered for a period of 24 months (two years) from the date of delivery.
Coverage: The warranty covers major components such as the compressor, refrigeration system, and electronic control boards under normal operational use.
Local Liaison: You do not need to contact overseas manufacturers directly. Cryowave Solutions acts as your exclusive, local point of contact in Israel for all warranty claims, parts replacements, and repairs.
3. Warranty Exclusions
To maintain the integrity of your equipment and the validity of your warranty, machines must be operated and maintained strictly according to the user manual. The following are not covered under the standard warranty:
Consumables & Wear Parts: Vacuum pump oil, door gaskets, filters, and standard fuses.
Improper Maintenance: Damage resulting from failure to perform routine maintenance (e.g., failure to change vacuum pump oil on schedule, neglecting to clean condensers).
Improper Use & Handling: Damage caused by processing hazardous materials, operating outside specified environmental conditions, or improper initial installation by unauthorized personnel.
Unauthorized Modifications: Any repairs, alterations, or part replacements performed by non-certified technicians.
External Factors: Damage caused by power surges, electrical faults in the facility, fire, flooding, or other acts of nature (Force Majeure).
4. How to Request Support or Make a Warranty Claim
To ensure the fastest possible resolution, please follow these steps:
Gather Information: Note the machine’s brand, model, serial number, and a detailed description of the fault (including any error codes).
Take Media Evidence: Take clear photos or a short video of the issue to help our engineers diagnose the problem remotely.
Contact Support: Submit your claim by emailing our technical team at [email protected] or calling us at +972-58-649-3124.
Troubleshooting: Our team will guide you through remote diagnostics within our guaranteed 4-hour SLA window.
Resolution: If a part is deemed defective under warranty, we will ship a replacement from our local inventory or schedule a technician visit.
5. Out-of-Warranty Support & Maintenance Contracts
Even after your standard 2-year warranty expires, Cryowave Solutions remains your dedicated service partner. We offer:
Paid repairs and localized spare parts supply.
Preventive Maintenance (PM) contracts to keep your commercial and laboratory freeze dryers operating at peak efficiency.
Equipment upgrades and specialized operator training.
6. Contact Technical Support
For immediate assistance, warranty claims, or to inquire about maintenance contracts, please reach out to us:
Support Email: [email protected]
Support Hotline: +972-58-649-3124
Operating Hours: Sunday – Thursday, 08:00 – 17:00 (IST)
Mailing Address: Mevo Hacrmim 3, Har Adar | 9083600, Israel