Customer Support

All support processes are compliant with our implementation of ISO standards, ensuring that we provide the tools and services needed to anticipate user questions, answer efficiently and timely, and improve processes, user manuals and software. eDevice provides failure analysis, root cause identification, and curative action that can feed into our clients’ quality systems.

While our clients have defined our support services as "excellent", "efficient", and "detailed", in fact our support services are simply compatible with medical device requirements.

Pre-Sales Product & Solution Support

eDevice works closely with customers to pre-qualify our solutions as part of their projects and systems. This may include setting up specific product versions or completely adapted products. It also involves designing the appropriate connectivity architecture and implementing it in the field, first for testing, then for roll out. eDevice is experienced in building solutions that scale from the few units needed during testing, to the tens of thousands required for complete national or global roll outs.

Post-Sales Product & Service Support

As an ISO-13485 certified company, our post-sales support is strictly managed in accordance with procedures designed for medical device roll outs, which includes detailed processes for complaint management, product field support, network support, RMA management (Return Merchandise Authorization) and CAPA procedures (Corrective & Preventive Actions).

Our customers can benefit from our Service Level Agreement (SLA) for network support. The SLA is designed to allow our customers to fit the level of support they need from eDevice, with the level of support they need to provide to their patients.