Sound Assurance
Support Programs for Sound-Eklin Digital Radiography and PACS solutions
Sound Support™ 24/7
Your direct access to the veterinary industry’s largest team of engineers, information technologists and product support specialists. At Sound Support our mission is simple: Go above and beyond to support simplified and enhanced viewing needs of our clients. The Sound Support call center stands at the ready for rapid response, be it day, night, weekend or holiday.
TechLINQ™
Sound Support engineers employ TechLINQ for internet based remote diagnostics, fixes and updates to minimize impact on your personnel. With TechLINQ, your staff is free to do their work, not ours.
Warranty Coverage
Enrollment in Sound Assurance delivers the peace of mind that comes with the industry’s most extensive service coverage including advance replacement loaners. Consult your representative for details.
Online Support and Training
Sound Assurance™ grants you access to a full suite of online support resources including quickstart tips, user manuals, DICOM documents, training tutorials, and web-cast educational events.
SoundSafe™
The SoundSafe Remote Archive Service protects your permanent medical records and images for years to come. The SoundSafe Archive is a secure and synchronized duplicate of your internal database and images that may be recovered for you in the event you need them.
Antech Imaging Services
SoundSafe users can utilize Antechimagingservices.com for secure online access to your entire PACS system anywhere with an internet connection. Colleagues and clients can be granted access to specific exams with use of an email link. Antechimagingservices.com is a perfect balance of security and access.
Software Upgrades and Enhancements
Sound Assurance entitles you to certain updates and enhancements on your current software platform as well as significantly reduced pricing on future PACS platforms.
Support Contacts
Technical Support Office Hours: 5 AM to 5:30 PM (U.S. Pacific Time).
Sound-Eklin is committed to providing our customers with industry-leading customer service and support. We strive to continuously improve our service and support by incorporating and implementing globally-recognized standards and practices such as ITIL and Six Sigma.
Technical Support and Service is available weekdays from 5:00 AM to 5:30 PM U.S. Pacific Time Zone (with the exception of U.S. holidays). Additionally, for situations involving a "down system" unable to acquire radiographs, we offer Emergency Technical Support on a 24/7 basis including holidays and weekends (subject to after-hours rates where applicable). Please also note that due to FedEx pick-up schedules, product shipments entered into the system after 3:00 PM Pacific and on weekends or holidays will only ship the next business day.
Below are several options for contacting Sound-Eklin Technical Support.
- Telephone: 760.444.8618
- Toll Free (U.S. only): 800.819.5538
- Fax: 760.607.2489
- email: techsupport [at] soundeklin [dot] com (response by next business day)
For Training and Tutorials, please call:
- Telephone: 760.918.9626 option 5
- Toll Free: (800) 268-5354 Option 5
or visit: http://www.soundeklin.com/support/sound-eklin-software-training-online-t...
Sound-Eklin™ Software Training: Online Tutorials
These training tutorials include Flash based animation sequences. You must have the Flash Player plug-in installed with your browser in order to view these files online. Most current browsers include the Flash plug-in. If, however, you are unable to view the tutorials below, visit Adobe Flash Player to download the appropriate plug-in.
This controller appears at the bottom of each tutorial and can be used to manipulate the presentation.
Sound-Eklin™ Software Training: Online Legacy Tutorials
These training tutorials include Flash based animation sequences. To view them, you must have the Flash Player installed. Most current browsers include the Flash plug-in, but if you are unable to view the tutorials below, visit Adobe Flash Player to download.
This controller appears at the bottom of each tutorial and can be used to control the presentation.
TruDr DX
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Adding Images to Existing Study
Add additional images to an existing study in TruDR DX.
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Editing Patient Information
Edit patient information in an existing study in TruDR DX. This will be used after the exam was created for the first time.
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New Study Existing Patient
Add a new study to and existing patient in TruDR DX.
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Send Study to Server
Send a study to your Fusion server if the studies were not sent automatically in TruDR DX.
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Reveal
Orthoplan
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DFO
(Distal Femoral Leveling Ostectomy) Perform a complete virtual procedure and learn the use of specialized and general tools.
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Launch and Calibrate
Open an image in Orthoplan and learn to Calibrate for accurate measurements.
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TPLO
(Tibial Plateau Leveling Osteotomy) Perform a complete virtual procedure and learn the use of specialized and general tools.
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eFilm
RapidStart Canon
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RS Taking a Radiograph
Select your shots and take a radiograph in the Rapid Start software.
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Support Resources
These documents are full reproductions of our product literature in Adobe Acrobat PDF (Portable Document Format). The file sizes are noted by each icon. Some files are considerably larger than others and will take longer to download. Due to our policy of continuous improvement, some information may change without notice. Please contact a representative for details.
To view the file in your browser, click the image or text link.
To download to your computer:
PC: Right click on the image or link, select "Save Target As...", designate where to save the file and click save.
MAC: Click image or link and hold down button until a menu appears, or press 'control' and click image or link, select "Download Link To Disk", designate location and click save.
In order to view the PDF documents in this site, you will need to have the Adobe Acrobat Reader application loaded on your computer. If you do not have it, visit Adobe Acrobat Reader to download the latest installer and follow the directions.
Technical Support FAQ
Sound-Eklin™ manufactures robust, reliable products designed to serve the veterinary care industry. Our reliability extends beyond our products, with after-sale customer care and technical support. Our Global Customer Care Group (GCCG) is comprised of people with vast experience in supporting medical products. Sound-Eklin has set customer satisfaction as its top priority since the company’s inception in 2002 and continues to grow this critical franchise with several new offerings. We understand the importance of being there for our customers, whether it’s a simple question, or an event requiring technical service. Our pledge is to provide you unparalleled customer service, whenever you need us, and to minimize any downtime associated with a service event.
Calling Tech Support
Technical Support (Domestic): (800) 819-5538
Technical Support (International): (760) 448-4854
- Your call will be routed to either a small animal or equine specialist – based on your practices needs.
- We have a maximum hold time of 2 ½ minutes. If your call is not answered in 2 ½ minutes an agent will collect your information and have the next available agent return your call.
- When calling customer support to expedite your call please have the following info handy including:
- Clinic type (Small Animal or Equine)
- Hospital name
- Main hospital phone number
- Sound-Eklin Account Number
- Existing Case number (if applicable)
- Our technical support staff provides the highest level of support for critical situations. Your case will quickly be evaluated and triaged to the appropriate departments to resolve your issue.
Calling in Equipment Returns Process
- We have implemented an automated equipment returns process to keep you informed every step of the way!
- You will be notified of each step in our process by a series of status emails. No more wondering where your system is or when you’ll get it back – be sure to provide accurate information so we are able to contact you throughout this process.
What you can expect from Sound-Eklin Customer Care:
Thorough Training from Highly Experienced Veterinary Professionals
Sound-Eklin offers 2-3 day training packages with every Sound-Eklin Digital Practice® system sold. Sound-Eklin provides the industry’s most highly experienced veterinary professionals to train you and your staff. The trainers include licensed radiography technicians and IT specialists. Clinical training oversight is provided by William Hornof, DVM, Diplomate ACVR, Sound-Eklin’s Chief Medical Officer.
Toll-Free (US Only) 24/7 Telephone Emergency Technical Support
We provide 24 hour, 7 day a week emergency telephone technical support. We understand that our products are used every hour of the day and now we’ll be there to help you if you need us.
Proactive Preventative Maintenance
Sound-Eklin’s Customer Care can provide a complete unit evaluation, software and hardware updates, minor repair and parts replacement due to normal equipment usage. This fee service is a preventative tool to help minimize the potential of a service event and any associated downtime. A preventative maintenance option can be added to any of the Sound-Eklin Extended Service Contracts. Call or email us for details.
Quick Turnaround on Repairs
Our Customer Care Group's service department is staffed to provide quick turnaround time in the event of a service need. We strive to return the equipment to you in the fastest time possible. Upon receipt of the equipment requiring repair, our Service Department will communicate the anticipated return date and provide timely updates. We understand that communication with our Customers is extremely important so that all expectations are met.
Comprehensive Extended Service Contracts
Sound-Eklin offers multiple Extended Service Contract solutions to fit your practice needs. Whether you specialize in equine, small animal or exotics, Sound-Eklin has a Service plan for you. Call your Customer Care Group to discuss which program would be best for you and your practice.
Webcodes
Antech Imaging Services Expands Functionality
Webcodes will migrate to full AIS capability October 1, 2010.
As part of our continuous effort to improve the services and features we provide to you, Sound-Eklin customers will utilize the Antech Imaging Services (AIS) website interface for communicating & sharing of images. AIS provides you with expanded capabilities and easy access to your entire PACS database. With AIS you can view, download, share a link to, or request a radiologist report for any and all studies in your database. In order to utilize this expanded functionality, please log on to www.antechimagingservices.com with your username and password, and follow the instructions in the AIS Quick Start Guide linked below.
If you have problems logging into your account, we will happy to assist you. Please call (800) 819-5538 and we will get an account either setup or reset so that you can access all of your information.
Remote Assistance
Just because you are hundreds (or thousands) of miles away from our technology specialists, doesn't mean that we can't sit next to you at your computer! We at Sound-Eklin have deployed a number of virtual desktop and remote assistance systems to ensure the proper operation and working of your Sound-Eklin imaging systems.
For Diagnostic Virtual Meetings please click here to access WebEx .
For Remote Assistance with Desktop Screen Sharing please click here to access TechLINQ.
Please call us at (800) 268-5354 Option 3 if you have any questions.
Telephone: 760.444.8618
Toll Free (U.S. only): 800.819.5538
Fax: 760.607.2489
email: techsupport [at] soundeklin [dot] com
(response by next business day)