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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, developing differentiated products that exceed expectations and building efficiency into everything we do. We believe our success is built on two key elements: The everyday actions of individual employees and the knowledge that each of us has the power to create customer value – every day.

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Learn More:

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 use 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

24x7 Product Support

 

Intuitive Surgical offers gold standard product support, including a worldwide network of field service engineers who will install, maintain and enhance your system as required – plus 24 X 7 live dvSTAT™ technical support.

Product Service Plans

 

Intuitive Surgical offers a service plan designed to ensure optimal performance, maximum "up-time" and responsive customer support.

dVComplete Care Support Plan includes:

  • Guaranteed Response Time
  • OnSite™ Remote Monitoring
  • dVSTAT™ 24 X 7 Technical Support Call Center
  • Software Enhancements and Updates
  • Preventive Maintenance
  • Parts Exchange
  • Endoscope Protection - Advance Exchange Program
  • Multi-Year Service Contract Pricing Protection
  • Labor and Travel

View Service Plan Guide: United States | International

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, providers should refer to our information sheet on Laparoscopic Robotic Surgery Coding and Reimbursement Considerations and read Planning for Long-Term Success with a Robotic Surgery Program. Providers, patients and caregivers may also call our Reimbursement Hotline at 1-888-868-4647 x 3128 for support for:

  • Coding considerations
  • Technology assessment
  • Coverage decisions

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® Surgery marketing toolkit. The materials in this kit are designed to raise patient awareness and educate both patients and referring physicians on the value of da Vinci Surgery.

Physician Awareness & Education

  • Brochures
  • Posters & print advertising
  • Website templates
  • Video
  • Patient/physician seminars
  • Radio ads
 

While clinical studies support the effectiveness of the da Vinci Surgical System when used in minimally invasive surgery, individual results may vary. There are no guarantees of outcome. All surgeries involve the risk of major complications. Before you decide on surgery, discuss treatment options with your doctor. Understanding the risks of each treatment can help you make the best decision for your individual situation. Surgery with the da Vinci Surgical System may not be appropriate for every individual; it may not be applicable to your condition. Always ask your doctor about all treatment options, as well as their risks and benefits. Only your doctor can determine whether da Vinci Surgery is appropriate for your situation. The clinical information and opinions, including any inaccuracies expressed in this material by patients or doctor about da Vinci Surgery are not necessarily those of Intuitive Surgical, Inc. and should not be considered as substitute for medical advice provided by your doctor. All persons depicted are models unless otherwise noted. © 2013 Intuitive Surgical. All rights reserved. Intuitive, Intuitive Surgical, da Vinci, da Vinci S, da Vinci Si, Single-Site,  InSite, TilePro and EndoWrist are trademarks or registered trademarks of Intuitive Surgical. All other product names are trademarks or registered trademarks of their respective holders.

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