We understand that when a device is down, care is delayed. That is why our service processes are designed around uptime, responsiveness, and resolution, not just ticket closure. Our goal is simple: keep your clinics, screening programs, and workflows running smoothly.

Every support request is handled through a structured, three-tier support model to ensure fast and appropriate resolution.

• Level 1 (L1) Support
Issues that can be resolved remotely over a call or virtual session, such as password resets, account setup, app updates, basic troubleshooting, and brief virtual training.

• Level 2 (L2) Support
Issues that require a customer support engineer to visit your site for hands-on troubleshooting, including hardware inspection, electro-mechanical or optical checks, and in-person training or workflow assistance.

• Level 3 (L3) Support
Issues that require the device to be shipped to our head office for detailed inspection, repair, and complete resolution.

This tiered approach ensures that simple issues are resolved quickly, while more complex cases receive the depth of attention they require, with clear ownership and escalation at every stage.

Whether you are running a single clinic or a large public health program, our service teams work as an extension of yours. We believe long-term impact comes from long-term partnerships built on trust, reliability, and accountability.