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Accuray Extends Industry-Leading Customer Service Program to TomoTherapy Systems
Date:9/6/2011

SUNNYVALE, Calif., Sept. 6, 2011 /PRNewswire/ -- Accuray Incorporated (Nasdaq: ARAY), the premier radiation oncology company, announced today the extension of its Emerald Service Program to the TomoTherapy® Radiation Therapy System, building on the company's legacy as an industry leader in customer service. The Emerald Program for TomoTherapy customers provides end-to-end product updates and protection that advances clinical uptime and utilization.

Accuray created a new paradigm in service agreements with the introduction of the Emerald and Diamond Service Programs for the CyberKnife® Robotic Radiosurgery System. Unlike traditional service plans—which provide basic break/fix protection—Accuray's Diamond Plus Service Program includes upgrade protection and guaranteed 98 percent uptime, ensuring that its systems are in optimal condition to provide world-class patient care. Accuray's long-standing commitment to customer care is reflected in the company's recent Net Promotor® Score (NPS), which measures customer satisfaction in a stringent fashion taking into consideration both promoters and detractors. From 2010 to 2011, customer satisfaction with the CyberKnife System increased nine percentage points, scoring an industry best of 66 percent, making Accuray and the CyberKnife System the top-ranked company for customer satisfaction in the U.S. in Radiation Oncology.  

"Our participation in Accuray's Diamond Plus Service Program has yielded benefits from day one," said David Taliaferro, vice president of Operations for Advanced Medical Centers and CyberKnife manager at Erlanger in Chattanooga, TN. "'From installation to go live to ongoing treatment planning support, to well trained on-site field service engineers...' Accuray's service is second to none. In addition to comprehensive product protection, our service agreement ensures that we receive the latest upgrades and up-to-the-minute enhancements that enable us to keep our system and our radiosurgery program on the cutting edge. As a result, we can be confident that our patients receive the best in stereotactic radiosurgical care."

Now, TomoTherapy customers can benefit from one of the unparalleled service programs that CyberKnife customers have come to rely on with the Emerald Program. The Emerald Program for TomoTherapy customers combines the value of the standard manufacturer's warranty with access to the finest technical support, 24/7 telephone support and technology updates. If required, an on-site Accuray engineer is available for dispatch. The most reliable equipment protection agreement in the marketplace, the Emerald Service Program guarantees 98 percent uptime* for TomoTherapy customers*.

TomoTherapy service recently earned the highest user satisfaction composite rating among linear accelerator vendors in MD Buyline's Quarterly User Satisfaction Report. Specifically, TomoTherapy Systems were found to exceed the market average in system performance, service response time and service repair quality. In addition, from 2010 to 2011, the NPS score for TomoTherapy increased 13%, which represents the most dramatic rise in the industry. Access to the Emerald Service Program will build upon TomoTherapy's foundation in customer satisfaction by ensuring that customer's uptime is preserved and maintained at a minimum of 98 percent.  

"Accuray has a rich heritage of providing innovative service products to our customers," said Euan S. Thomson, Ph.D., president and chief executive officer of Accuray. "Extension of the Emerald Service Program to TomoTherapy products demonstrates our continued commitment to leading the industry in service quality, uptime and customer satisfaction at a uniformed price."

*Available in U.S. only.

About Accuray

Accuray Incorporated (Nasdaq: ARAY), based in Sunnyvale, Calif., is the premier radiation oncology company. Accuray develops, manufactures and sells personalized innovative treatment solutions that revolve around the patient. Accuray's innovative technologies – the CyberKnife System and TomoTherapy Systems – set the standard of care with the aim of helping patients live longer, better lives. To date, more than 200,000 patients worldwide have been treated using the company's technologies and more than 550 systems have been installed in leading hospitals around the world. For more information, please visit www.accuray.com

Safe Harbor Statement

The foregoing may contain certain forward-looking statements that involve risks and uncertainties, including uncertainties associated with the medical device industry. Except for the historical information contained herein, the matters set forth in this press release, including statements relating to product updates & upgrades, service quality, customer satisfaction are forward-looking statements within the meaning of the "safe harbor" provisions of the Private Securities Litigation Reform Act of 1995. Forward-looking statements speak only as of the date the statements are made and are based on information available at the time those statements are made and/or management's good faith belief as of that time with respect to future events. You should not put undue reliance on any forward-looking statements. Important factors that could cause actual performance and results to differ materially from the forward-looking statements we make include: products, service offerings, and market acceptance of products and other risks detailed from time to time under the heading "Risk Factors" in our report on Form 10-K for our 2010 fiscal year, our form 10-Q filed on May 10, 2011 and our other filings with the Securities and Exchange Commission. The Company's actual results of operations may differ significantly from those contemplated by such forward-looking statements as a result of these and other factors. We assume no obligation to update forward-looking statements to reflect actual performance or results, changes in assumptions or changes in other factors affecting forward-looking information, except to the extent required by applicable securities laws.

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Euan Thomson


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SOURCE Accuray Incorporated
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