Operations and Customer Care

We believe that maintaining our commitment to near-perfect uptime and delivering superior customer care are critical to retaining and expanding our customer base. We offer guaranteed 99.99% uptime to our customers, which provides for discounts to the extent that our solution is unavailable to authorized users of that system. We maintain a centralized team of customer care specialists available 24/7/365 at our headquarters in Foster City, California, which allows us to share knowledge easily among team members and deliver a consistently high level of customer support.

From our headquarters in Foster City, CA, we monitor, maintain and, if necessary, rapidly respond to issues that could potentially impact our customers' system performance. We anticipate potential issues and deploy software patches to reduce the occurrence of these events. We believe that maintaining a centralized customer care center is unique to Philips, while our competitors' systems require more expensive, dedicated on-site field support. We do use on-site personnel in the field for product implementation and training.

In addition to our customer care center and our implementation and training personnel, we rely on our Heartbeat remote monitoring system and our disaster recovery facilities to keep our customers' installations running effectively. To the extent that on-site hardware support is required, we have contracted with IBM to provide on-site support within four hours across the United States. Because we do not need to deploy field support engineers, we can scale our own support infrastructure easily to serve additional customers, no matter where they are located.

Contact Philips iSite PACS Customer Care Center:

24-hour Customer Care Center: +1 877-328-2808