Every aspect of Customer Care at Optos is designed to protect the investment you have made in your equipment. We will provide timely, responsive services through our international network of highly skilled technicians and customer support staff. Our primary goal is to deliver the highest quality customer experience.
Our vision of being the Retina Company has always been tied to our mission of saving sight and saving lives. Every Optos employee and our partners strive, every day, to provide eyecare professionals with the highest level of service, always with the goal of putting the customer first. We have fully staffed contact centers in the United States, Scotland and Australia with teams ready to assist you.
Optos has been delivering high quality, retinal imaging devices for over 25 years. However, when or if service is required, our team will be here for you with troubleshooting assistance, preventative maintenance, on-site support, or software updates.
Maintain your investment from the beginning
All Optos devices come standard with one year of service and support and we offer additional protection for your devices through our extended service programs. We have a service program that will enable you to continue to protect your investment and help keep your equipment in the best possible condition so that you can focus on delivering excellent care to your patients.
Service contracts include:
- Software updates
- Annual preventive maintenance visit
- Unlimited telephone support with ultra-widefield imaging experts
- Optos-certified technicians and parts for onsite visits and repairs
- 24x7 access to education, manuals, diagnostic tools, and marketing materials
For more information about our extended service programs, contact us.
The Front Line for Customer Care
Our customer support teams are available to assist you over the phone, online, or via email. Whether you require guidance on the device purchase and installation process, require consumable parts, would like to extend your service contract, have a contract or invoicing inquiry or to answer any other questions that you may have prior to and after your purchase, our customer support teams are ready to help.
Technical Support Contact Center
If you require more advanced technical support, you can directly contact our team of technical specialists who are available to assist with your Optos devices and software. It is their goal to ensure that they are highly responsive to each customer’s individual needs - whether it’s a request for information or a requirement for troubleshooting, our specialists will optimize the service process and ensure a fast resolution. Over 80% of service calls are able to be resolved over the telephone without the need for the deployment of an on-site engineer.
Data Transfer Services
This service may be required when Customers upgrade or purchase a new device, or when a new external storage device is required to expand capacity. During data transfer, we will migrate patient files seamlessly from one storage device to another. Additional fees may apply for this service.
On-Site Field Service
Expert on-site Support
Optos has a full, international field service organization should you require on-site support. Our group of skilled engineers undergo regular training, ensuring that they are ready to provide the highest levels of technical and application expertise. Each of our field service engineers is supplied with a comprehensive set of equipment and diagnostic tools, along with an extensive inventory of factory-certified replacement parts. This will allow them to expedite the process of getting you back online.
Our field team is available to relocate your Optos devices either within your practice or to an alternative location. Additional fees may apply for this service.
Education & Training
The Key to Patient Care
Our product specialists and Account Managers will provide you with expert training upon the installation of your Optos device. They will be on-site to guide eye care professionals and their staff on the most effective utilization of Optos ultra-widefield retinal imaging devices. These tools will enable your practice or clinic to increase efficiency and clinical outcomes. Many of these training tools are also available 24x7 through our comprehensive customer portal.
Product Documentation and Videos
Product service manuals and video training are available online in our customer portal.
Need additional in-depth training? Contact us to schedule a virtual training with one of our product specialists.
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