Vital Images understands that the success of your organization depends on reliable technology and minimal downtime. Our toll-free phone line, dedicated Service Account Management program and quick response times ensure that you receive the help you need when you need it. Our Vital support program is designed with optimal productivity of your enterprise in mind.
We deliver on your expectations for exceptional service, and industry leaders have taken notice. In 2009, we became the first and only advanced visualization provider to achieve certification for Excellence in Service Operations by the Service & Support Professionals Association (SSPA). SSPA, together with J.D. Power and Associates, conducted a rigorous in-depth audit of all aspects of Vital Images’ customer support operations, evaluating the company against more than 290 best-practice criteria. SSPA noted strengths in executive support for service excellence, appropriate metrics, support call responsiveness and follow-up, among many others.
Support Line
Whether you have a problem, a question or need advice, our hotline is staffed by a team of technical and clinical experts, not an operator bank, so the person you reach can help you right away. If you have an issue, we can access your computer remotely to see what you see, then troubleshoot and assist you. To speak with one of someone from our support line, please call 1.800.208.3005 or visit our customer support contact page for local options.
Software Upgrades
As a customer covered by a maintenance agreement, you receive all updates and upgrades to the products you have purchased. You can choose to perform installation and deployment on your own, or for your convenience Vital Images can provide you with these additional services.
Dedicated Service Account Manager (SAM)
A dedicated Service Account Manager (SAM) is your proactive and ongoing contact for managing your relationship with Vital Images. Your SAM will address potential issues and help you plan for scalability changes, including adding modalities or extending advanced visualization capabilities. You’ll receive status reports on persistent issues until they’re completely resolved. When a new software version is released, your SAM will help you with the upgrade and coordinate education for new features.
Remote Diagnostics and Repair
Our customer support staff can access your software remotely to quickly troubleshoot problems,
offering personalized assessment and resolution wherever you work.
Service Renewal
Vitrea Enterprise Suite’s ongoing service plan offers flexible annual auto-renewal or multi-
year renewal contracts available at the time of sale, allowing you to lock in your costs
for years to come. There are no service interruptions when you renew. Speak to a
Vital Support representative for more information: 1.800.208.3005.
Ongoing Education
Vital U® is Vital Images’ professional educational organization. We offer
courses on the fundamentals of advanced imaging, clinical applications
and technical administration. We tailor education programs for your
organization’s size, needs and desired outcomes. Rather than using
generalized tool-based training, our expert instructors teach clinically
based workflows on Vital solutions. We believe in fostering ongoing
partnerships with our customers, so we are committed to your
educational needs long-term. Visit www.vitalueducation.com to learn more.