Total Customer Support (Sentinel & Vigilance)
Sentinel & Vigilance Total Care programs define the
standards by which other providers are measured!
With an absolute dedication to customer support and a total
solutions approach to maximizing equipment availability within the hospital,
Spectrum Medical has designed a two-tier customer support program called
Sentinel Total Care and Vigilance Total Care.
Sentinel Total Care:
- Extended Warranty
Full warranty on your Quantum Perfusion System including
Associated Accessories (sensors, cable assemblies) for its 10-year life at no
cost to the customer. Quantum products
beyond economic repair will be replaced with latest “new build” technologies.
- Annual Servicing
Includes all required servicing visits performed by
dedicated Spectrum Medical’s service personal and the cost of all servicing
- Accidental Damage
Accidental damage including accessories (sensor, cable
assemblies) for the 10-year life of your Quantum Product at no cost to the
- Emergency Loan Equipment
For all products that cannot be repaired within 24 hours of being returned to Spectrum Medical Service Center.
- Annual Software Updates
During the service visit the Quantum Software will be maintained to latest standards, including changes to user functionality, updates to enhance maintainability, reliability and protocol changes to third party device driver software at no cost to the customer. Software deployment is subject to prior customer approval and training via webinar or in-house at Spectrum Medical is included free of charge.
- Remote On-Line Support
Integrated within the VISION Server System and with VPN access, the Sentinel maintenance application provides a capability to support the remote monitoring and fault diagnosis of all Quantum systems network connected to the local VISION server.
- Telephone Support (within standard working hours).
Vigilance Total Care:
- Quantum Instant Access
To maximize operational up time of the Quantum Perfusion
System Spectrum Medical will, and at its discretion, deploy a “bonded
inventory” of critical Quantum modules within a secure hospital location. Customers will have immediate 24-hour access
to this bonded stock and more importantly prior approval from Spectrum Medical
will not be required.
Spectrum Medical must be notified as soon as practically
possible that the bonded stock has been used.