Spectrum Medical highly trained service technicians, clinical consultants and system application experts will provide in-depth and trusted up-to-date product knowledge, clinical application understanding and hands-on experience. Customer support programs are designed to maximise equipment uptime, provide proactive monitoring and remote interoperability, and optimise responsiveness and life cycle savings. Our global support team is focused on providing the best in world-class customer service.
Planning, Installation and Optimisation
Accurate site planning and preparation is critical for any sized equipment installation. As such Spectrum Medical undertakes a comprehensive site survey, collecting and investigating all necessary environmental factors to ensure a smooth implementation process. Project Managers from Spectrum Medical will work closely with all key stakeholders within a customer’s organisation to ensure minimum impact to everyday workflow with regard to site-specific requirements, equipment needs, implementation timing and when systems need to go live.
This level of support does not end with installation. During the working life of your system, Spectrum Medical will ensure that the equipment and software is kept up-to-date, systems remain secure, and that the equipment is delivering the best possible patient care. After the initial training and systems implementation, software updates can be pushed remotely via Spectrum Medical’s sophisticated Vision server technology ensuring equipment remains operating on the equivalent latest software version. Additional Spectrum Medical’s Strategic Product Educators will work closely with its Quantum Informatics Partners to deliver improved patient care focused on outcomes, analytics reporting and benchmarking.
Education and Training
Spectrum Medical’s advanced education and training programs are designed with clinical relevance and evidence-based healthcare in mind. Spectrum Medical offers both onsite and proven eLearning platforms to enhance clinical best practice, provide high-quality patient care, continuous education and skills development when using any Spectrum Medical technology. Spectrum Medical utilises a web-based electronic Learning Management System (or LMS) to streamline its training program. Each Spectrum Medical module, product or technology has its own dedicated online learning course. The content of each course is internally designed to ensure your product knowledge is relevant and up to date. The courses are routinely updated in-conjunction with new software functionality and/or device capability enhancements. Spectrum Medical’s education resources can be integrated into any existing training program and are intended to complement your current training practice with access day or night, on any device, from any location with an internet connection.
With an absolute dedication to customer support and a total solutions approach to maximising equipment availability by reducing unplanned downtime within the hospital, Spectrum Medical has designed a two-tier customer support program called Sentinel Total Care and Vigilance Total Care.
Sentinel & Vigilance Total Care programs define the standards by which other providers are measured!
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 items.
- Accidental Damage
Accidental damage including accessories (sensor, cable assemblies) for the 10-year life of your Quantum Product at no cost to the customer.
- 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.
- 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.
- Telephone Support (within standard working hours)
Vigilance Total Care: additional support when using Spectrum Medical’s VIPER and VISION Data Management System.
- 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.