TM Customer Services

Transcription

1 Customer Services TM

2 TeraRecon: Customer Services Philosophy TeraRecon s Customer Service Group is committed to providing world class service to its customers across the globe. With over 3000 systems installed in over 35 countries TeraRecon offers clinical, technical and workflow support. Global support is provided by our support centers in San Mateo California, Concord Massachusetts, Trondheim Norway, Frankfurt Germany and Tokyo Japan. TeraRecon strives to continuously improve our customer satisfaction through customer feedback. Professional Services TeraRecon s team of highly experienced specialists will provide support for your data workflow and clinical workflow needs. We understand that each customer is unique and may require custom solutions. Our workflow designs range from single systems to multi-site enterprise solutions. Maintenance TeraRecon s full service maintenance includes hardware warranty, ongoing software enhancements and remote end user support. TeraRecon offers a variety of optional hardware upgrades including system platforms and additional storage. This ensures your system is 100% current and meets your growing capacity requirement. Early Access Program The early access program allows customers to participate in the initial release of new versions of purchased software. Training Services TeraRecon offers a variety of training options including customized on-site training, structured off-site classroom training and web based training. Structured classroom training is conducted periodically in San Mateo California and in Jacksonville Florida. MAINTENANCE PROFESSIONAL SERVICES CUSTOMER SERVICE EARLY ACCESS TRAINING

3 Office Locations Trondheim, Norway Frankfurt, Germany San Mateo, CA Concord, MA Jacksonville, FL Tokyo, Japan Osaka, Japan Sao Paulo, Brazil Values Value proposition of maintenance contracts A TeraRecon maintenance agreement offers a complete solution for warranty replacement, support and ongoing updates to the product. It is a key product for all your support needs: clinical, technical and workflow. Value of software updates For over a decade TeraRecon has aggressively moved the forefront of 3D medical imaging, diagnostic tools and workflow management. This process of rapid advancement will continue and our maintenance agreement helps you benefit from this ongoing development. Value of uptime TeraRecon offers high uptime solutions to ensure computer hardware failure does not result in lost productivity. In addition these solutions can intelligently distribute the workload to the most available computer resource. Access to experts to continually improve the customer s use of our systems. TeraRecon offers a variety of ongoing clinical training options to ensure you are up to date on the latest technologies and procedures.

4 Professional Services Deploy it better, make it work better. Or just give you peace of mind with a regular visit to make sure everything is OK. The TeraRecon team of highly experienced technical and clinical field specialists are fully qualified to assist in the design and deployment of complex highly productive single or multi-hospital/clinic medical imaging workflows. We know how to get the correct study in front of the correct clinician based on the content of the scan alone. We can implement fully automated workflows to your satisfaction. TeraRecon offers customer configurable professional services to include regularly scheduled maintenance visits and multiple on-site, off-site and web based training options. We can help to design and deploy efficient workflow solutions.

5 Maintenance Offerings TeraRecon offers single and multi-year maintenance agreements with increased discounts based on the number of years purchased. Support locations include: San Mateo CA, Concord MA, Trondheim Norway, Frankfurt Germany and Tokyo Japan. TeraRecon maintenance includes: Hardware and software warranty Off-site support via phone and remote access On-site support for major issues Ongoing upgrades to purchased functionality 24/7 Emergency Service Line Hardware upgrade (optional) Early Access program TeraRecon understands that different customers have different perspectives on new product releases. Some customers may want the upcoming release features and others may want to wait until a new release has been thoroughly proven in real clinical environments. For those who wish to be the first to get new features we offer an early access program. By signing up for this program you get first releases and a communications channel for feedback about our new product releases.

6 Training Services On-Site Applications Training Customized clinical training by a highly experienced TeraRecon Specialist. TeraRecon will work closely with you to create a schedule that meets your training needs. Off-Site Applications Training Professional instructor-led structured classroom training is offered at TeraRecon s Learning Center locations. In addition TeraRecon partners with physician lead courses throughout the world. Web Based Training Get connected with online training sessions. Choose from a menu of regularly scheduled complimentary training sessions. Follow along with a TeraRecon Specialist as they walk you through the modules and demonstrate the features and benefits of our enterprise workflow solutions. Sessions are also available for physician instruction on Cardiac CTA interpretation. Customized Web Based Training Schedule a one-on-one online training session for more hands on experience. Training sessions are custom designed based on the participant s needs and requests. TeraRecon Learning Center TeraRecon s Learning Centers are conveniently located in San Mateo, CA and in Jacksonville, FL. Custom technical and workflow training options are also available.

7 Training Courses Aquarius intuition-based product training course 4 days This four day course is designed to teach the Aquarius intuition Client and server product line. Learn the latest concepts and techniques for advanced clinical 3D imaging and optimal clinical workflow. The schedule is structured for Physicians and Technologists with a strong emphasis in teaching workflow specific to each participant s needs. Class sizes are limited to ten participant s with two clinical instructors. All participants will be provided their own system for hands on training. Aquarius intuition training course 2 days This two day course is designed to focus on the Aquarius intuition Client and server product line. Learn the latest concepts and techniques for advanced clinical 3D imaging and optimal clinical workflow. The schedule is structured for Physicians and Technologists with a strong emphasis in teaching workflow specific to each participant s needs. All participants will be provided their own system for hands on training. Customers as part of our evolving family. Through the process of advanced training and ongoing leading edge development our customers are able to maintain leadership roles in their specialty. For more information on the course offerings and dates education@terarecon.com or visit us at

8 Headquarters Concord, MA Japan Germany 2955 Campus Drive, Suite 325 San Mateo, CA USA Toll Free: Tel.: Fax: Baker Avenue, Suite 390 Concord, MA USA Toll Free: Tel.: Fax: , Shiba-koen Tower 14F Shiba-koen, Minato-ku Tokyo, Japan Tel.: Fax: Lurgiallee Frankfurt, Germany Tel.: Fax: For additional information, please us at: For products, services, or support please visit us online at: _AQ_B001_A