Sentinel Total Customer Support
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
Total Warranty on your Quantum Perfusion System including Associated Accessories (sensors, cable assemblies etc.). 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 items.
- Accidental Damage
Accidental damage on your Quantum Perfusion System including accessories (sensors, cables assemblies etc.). Quantum products beyond economic repair will be replaced with latest new build technologies.
- Time Expired Sterile Products
Partnering with hospitals in the provisioning care is at the core of the Sentinel relationship. Quantum sterile products supplied by Spectrum Medical that have exceeded their expiration date can be returned to Spectrum Medical and exchanged for new replacement products free of charge.
- Quantum eLearning
Includes access to Spectrum Medical web-based electronic Learning Management System (or LMS) to streamline product training and to compliment your current training practice and recertification.
- 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.
- Emergency Loan Equipment
Loan equipment provided if the defective equipment cannot be rectified within 24 hours of being returned to Spectrum Medical.
- 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.
- Comprehensive 24/7 Support
Spectrum Medical's innovative 24-hour live messaging support platform enables users to have immediate access to an extensive knowledge-based product library, frequently asked questions and troubleshooting tips. Additionally the 24 hour-hour support platform supports immediate communication with Spectrum Medical's global support team which comprise, service technicians, clinical consultants and system application experts via a dedicated phone number, email address or Spectrum Medical's 24-hour live messaging service.