Services:
Maintenance Services

EBM continues providing exceptional customer service, delivered by highly trained professionals with a unique understanding of the latest technologies. After an EBM PACS System is installed and running, EBM serves its clients with catered support packages based on each client's unique needs. Each office has its own service contract with EBM to ensure that your institution's needs are met well into the future.

Software Upgrades

To keep pace with technology, EBM offers software upgrade options to keep your PACS system current. Our basic upgrade package entitles you to upgrades on all components installed in your EBM PACS configuration. With a more extensive enterprise-level care package, we keep your PACS System up to date with every new technology we release, essentially offering your institution a subscription to EBM's industry-leading research and development program.

System Reliability Service

EBM achieves 99.9% uptime for our clients. We do so with tools such as 24-hour phone support - most problems can be quickly and remotely resolved with advanced software mitigations. Since every hospital has its unique service contract with EBM, software support is provided accordingly (8-24 hours daily). If a problem cannot be solved remotely, there is a local service team who can come in and assist with your practices' needs.

We take a proactive approach with diagnostic system checks and maintenance based on daily, weekly, monthly services of all EBM installed hardware and software. EBM provides asset management reports with every service agreement to better track and manage your inventory.

EBM Monitoring Service

To prevent problems on the product before they occur, EBM's Message Server can be performed from all EBM office locations (USA, Taiwan, China, Thailand, and Japan) via VPN.

The EBM Message Server is an administrative software technology that is capable of monitoring all PACS servers in your Hospital. If an issue arises within your PACS system, EBM Message Server generates a warning message that is automatically sent to our designated office, and then according to the message, either our International Support Team can conduct remote diagnostic to prevent any sort of problem from occurring or our local support team can visit the hospital.

Thus, if there's no onsite PACS administrator, EBM can provide service and receive all warning messages instantaneously to perform optimal preventative maintenance.

Key Points

• Rigorous preventive maintenance
• 24X7 Help Line
• Remote Dial up to int'l experts
• 24-Hour Support Message Alert to the mobile phone of PACS Engineer
• Immediate "live" response to service requests
• 98% of requests are resolved over the phone in minutes
• Proven track record of 99.9% uptime

Maintenance Service:
Routine Check

• Regular check-ups
• Calibrating instruments to ensure accuracy
• Replacing parts either as required, or on a regular replacement cycle.
• Drawn up inspection schedules and administrative tracking to ensure regular checks are carried out

Troubleshooting

• 24-hour cover is available
• Immediate response to emergencies
• Liaising with production managers, informing them of progress
• Rectifying faults on site or arranging for replacement machinery or equipment to be installed.

Software Support

• Product upgrades and technical support
• Comprehensive and flexible upgrade protection
• Responsive, cross-platform customer support
• Remote Technical Support (RTS)
• Online help functions
• Software training

Hardware Support
EBM and our authorized service partners can support your hardware support needs

• From installation to product retirement
• Warranty upgrades to self-maintenance
• Proactive care to 24x7 problem resolution
• Full range of proven preventive, diagnostic, remedial, and repair services
• Global service network and localized Customer Support Centers delivering 7x24x365 problem-solving help via phone, internet, and electronic service tools
• Flexible purchase options to simplify service planning, acquisition, and budgeting