Service & Support
Our Commitment to Our Customers
Intuitive Surgical's goal is to create exceptional value for our customers. We create value by understanding customers’ needs better than our competitors; by developing differentiated products that exceed expectations and by building efficiency into everything we do. We believe that our success is continually built on the everyday actions of individual employees, and that each of us has the power to create customer value – every day.
Product Training*
Product training and support are essential to fulfilling the hospital's strategic plan of developing a successful surgical robotics program. Intuitive Surgical has developed a comprehensive training continuum to ensure optimal safety, efficacy and utilization of the da Vinci® Surgical System. Please see Product Training for complete details on the Training Curriculum, as well as a list of Training Centers
24 x 7 Product Support
Intuitive Surgical offers gold-standard product support, including a worldwide network of field service representatives who will install, maintain and enhance your system as required – plus 24 x 7 live product support.
Product Service Plans
Intuitive Surgical offers a complete range of product support plans designed to ensure optimal performance, maximum "up-time" and enable flexibility in support and payment structures. Tiered product support plans range from the maximum protection offered by our Premium Plan to economic plans tailored to meet the individual requirements of your hospital.
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Premium Support
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Full Service
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- 98% Up-Time Guarantee
- Priority Software Upgrades
- Endoscope Exchange Program
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- 24-Hour Response Time
- Periodic Software Upgrades
- Preferred Endoscope Pricing
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Additionally, all Intuitive Surgical Service Plans include:
- Preventative maintenance
- Parts exchange
- Labor and travel
- Multi-year agreements
- Manned 24 x 7 call center
- Worldwide team of field engineers
- Real-time, advanced product support
- 24 x 7, worldwide parts distribution system access
Reimbursement Support
Intuitive Surgical offers comprehensive health policy and reimbursement support for coding considerations, coverage decisions, technology assessment and payer negotiations.
For questions about reimbursement, please refer to our information sheet on laparoscopic robotic surgery coding and reimbursement considerations or call our Reimbursement Hotline at 1-888-868-4647 x 3128 for:
- Support for coding considerations
- Coverage decisions
- Technology assessment
Please also see our extensive clinical references supporting robotic-assisted minimally invasive surgery.
Marketing
Intuitive Surgical’s marketing team is available to assist with strategic planning, marketing collateral and templates designed to help you develop custom Marketing materials. Also, in accordance with your sales contract, Intuitive Surgical can offer a comprehensive da Vinci® Prostatectomy marketing toolkit. The materials included in this kit are designed to raise patient awareness and educate patients as well as referring physicians on the value of da Vinci Prostatectomy.
Patient, Physician Awareness & Education
- Brochures
- Posters & print advertising
- Website templates
- Video
- Patient/physician seminars
- Radio ads
* Intuitive Surgical only trains on the use of the da Vinci Surgical System. The information provided during Intuitive Surgical training is not intended to substitute for formal medical training or certification. Intuitive Surgical is in no way responsible for surgical credentialing or for training in surgical procedure or technique, nor are the training programs described a replacement for hospital credentialing requirements. All curricula described are subject to change depending on available resources, as well as on the needs of the course participants.
Some of the training described may be provided by organizations or entities other than Intuitive, and Intuitive is not responsible for the content of these programs. Surgeon proctors are independent contractors. The listed prices are for services rendered by the independent surgeon proctors. A list of surgeon proctors can be provided upon request. Intuitive Surgical does not train on surgical procedures or techniques, nor does it take responsibility for proctoring services provided by the independent surgeon proctors. The hospital/surgeon purchases the proctoring service as part of training they have independently determined to be part of their credentialing requirement; Intuitive Surgical’s role is merely to coordinate between the hospital/surgeon and the proctor. The proctors and the hospital/surgeon are always free to negotiate with each other directly.
