Product support
Clinical engineers, lab managers and program coordinators answering the phone, around the clock for anything that touches patient care.
- Phone, 24 hours
- +1 (612) 555-0199
- support@nexaformlabs.com
- Cases and returns
- Customer portal
- Canada
- +1 (416) 555-0140
- Europe and UK
- +31 40 555 0150
Severity and response
We set severity with you on the first call, and either of us can change it.
| Severity | What it means | First response | Updates |
|---|---|---|---|
| 1, Critical | Patient care affected, or a fleet-wide outage | 15 minutes, by phone | Every hour until resolved |
| 2, High | A site or device group not working; a workaround exists | 1 hour | Every 4 hours |
| 3, Normal | A single device or feature not working as documented | 1 business day | Every 2 business days |
| 4, Question | How-to, configuration and documentation questions | 2 business days | On resolution |
Before you call
The fastest cases are the ones that start with these.
The device serial
Printed on the device label and shown against the device in Formcloud. For a group, the group name will do.
The firmware version
Formcloud shows it per device. If you cannot reach Formcloud, say so; that is useful information in itself.
What changed
A firmware update, a network change, a move, a new program. Most problems start with a change somebody made for a good reason.
Whether a patient is involved
If a device problem may have affected patient care, say so first. It changes who picks up the case.
Support by product
Axon Sense
Wearables, adhesive carriers and charging.
Corta
Monitors, bedside readers and the clinic view.
Fieldmesh
Gateways, sensors and coverage.
Nexa Edge
Home, vehicle and clinic hubs.
Lattice bench systems
Acquisition, calibration and Lattice Bench Studio.
Formcloud
Fleet, firmware, programs and routing.
Self-service
Answers that do not need a phone call.
Software downloads
Installers, SDKs and release notes.
Firmware updates
Current versions per device and what changed.
Warranty and returns
What is covered and how a return works.
Field service
Installs, surveys, repairs and preventive maintenance.
Recalls and advisories
Field safety notices and software advisories.
Training and certification
Courses for administrators, biomed teams and technicians.
Reporting a possible adverse event?
If a Nexaform device may have contributed to harm to a patient or user, call support on +1 (612) 555-0199 at any hour. Our quality team is notified on every such call.