OptiMed Tech Support is available 24/7. The customer calls an 800 number to get Technical Support on line during business hours and an answering service that dispatches Technical Support after business hours.

OptiMed customizes a Maintenance Service Agreement to meet the needs of the customer after warranty expiration. The extent of coverage required by the hospital should be determined based on the availability of qualified in-house personnel who may be capable of performing routine maintenance procedures.

Most of the hardware used in OptiMed's system can be found at major PC providers such as Dell, IBM, HP and other (customer specified) and can be purchased directly from OptiMed. OptiMed guarantees overnight or same-day delivery when necessary.

Highlights of OptiMed's Quality of Service:

• Importance of response time - OptiMed's average response time is less than 5 minutes per call.
• The Help Desk will respond immediately in most cases.
  
• OptiMed's philosophy is Proactive Remote Service and System Redundancy.
• Each customer is assigned a Primary and Secondary Service Engineer.
• In most cases, service can be performed by the Service Engineer dialing into the customer site.
• All service calls are recorded for track and trend analysis.