This text is from the second edition of ISO 9001, The Standard Companion. It is based on the now obsolete 1987 version of the ISO 9001 Standard. The third edition, based on the current 1994 standard, is available from Simply Quality.

4.19 Servicing

Support the Product as Promised after Sale

Have procedures for providing customer support as promised.


If the customer has been promised service, the service work must be performed in accordance with the requirements of this entire Standard and in fulfillment of the service agreement described in the contract. In short, this Standard applies as much to the customer service organization as it does to the manufacturing organization.

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