Product Support & Service

Keep Your Telemedicine Program Moving Forward

AMD offers support services worldwide to customers needing technical assistance or product support on all of software, hardware and equipment. Our products are designed for reliable and long term performance, but in the event you have technical questions or need software support, please give us a call so we can ensure your concerns are addressed in a timely manner.

Technical support contact info:

All AMD medical devices and software come with our standard support and warranty for a period of one year, effective from date of invoice. Extended support and warranty or 'Priority-One Service' are also available for additional support for you to continue to keep your telemedicine program up and running:

Standard Service Plan
Software Support and Maintenance: Hardware Support and Warranty:
  • Live customer support (phone or email) during business hours 9am – 5pm EST (toll free in U.S. & Canada);
  • Direct access to our telemedicine software support experts who will work towards resolving your issue immediately or submit a tech ticket for further investigation.
  • All version upgrades at no additional cost;
  • Online (or hard copy) access to quick start guides, detailed product manuals, and installation instructions;
  • Live customer support (phone or email) during business hours 9am – 5pm EST (toll free in U.S. & Canada);
  • Direct access to our hardware technical support team who will work towards resolving your issue immediately or submit a tech ticket for further investigation.
  • All parts and labor are covered for any failure due to normal use excluding disposable items;
  • 48-hour response time on status of parts returned for repair (from date of delivery to AMD);
  • Shipping and insurance cost of repaired or replaced product sent back to customer. (customer is responsible for cost of shipping item to be serviced to AMD or factory).

 

Priority-One Service Plan:
  • All of the services included with the Standard Service above, PLUS:
  • After hours live hotline for customers to log questions or technical issues and get a priority-one return call the next business day;
  • Time commitment from AMD to dispatch parts or replacement products to get your system up-and-running;
  • Product “Hot-Swap” loaner - immediate shipment of a loaner product until repair or replacement of defective product is completed;