Help Center
Support & Maintenance
More than just hardware protection
TIMS Medical offers comprehensive Support & Maintenance for our hardware and software products, so your department and hospital experience what you really need: comfort.
This comfort includes immediate phone and online access to our technical services engineers, ensuring the seamless operation of your TIMS Medical hardware and software. Our commitment helps prevent disruptions in patient studies, avoids the need for rescheduling, and protects critical revenue streams for your healthcare system.
As part of this support, we also offer training course options led by clinical specialists. These sessions demonstrate how the tools within TIMS can enhance clinical practice and support research initiatives—helping your team maximize the impact of every study.
Areas of Support
Technical Support
We offer telephone and remote access support from our highly trained technical services engineers. You can access technical support on weekdays from 8:00am - 8:00pm EST.
Online Training
We offer several regularly scheduled, weekly live online training sessions with classes ranging from introductory to power-user levels.
Software Updates
Your Support Contract includes free TIMS MVP software updates 1-3 times a year which includes enhancements such as template-based reporting, quantitative measures, standardized scoring, live-streaming procedures, and PatientView to name a few.
Preventive Maintenance
We recommend performing preventive maintenance on the systems every four months. Our technicians assist you online and over the phone with these important preventive procedures.
Advance Replacements
In the rare event of hardware failure (e.g., hard drive or memory issue), we dispatch an advance replacement within two business days via two-day service in the US and Canada.
TIMS Review
The yearly license of TIMS Review included with your TIMS system is renewed for an additional year with your Support & Maintenance contract. This is the standalone TIMS software license that is typically used in the speech, ENT, or GI office area.
Discounts on Trade-Ins
TIMS medical devices have five-year equipment life cycles. For customers with current agreements, we offer additional trade-in discounts after five years.
Discounts Parts & Cables
Have damaged or worn-out cables, accessories, and parts? We offer a 50% discount on these types of replacement parts.
Value
In addition to the benefits detailed above, TIMS provides these valuable services at a significantly lower cost compared to the industry standard of 18% for support and maintenance services.
How can we help?
Contact Support
Learn more about support services, or get help
Download Support PDF
Keep our Support & Maintenance PDF on hand
Download Training PDF
Learn more about our training courses & schedule