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Customer support

The RaySearch service team is with you right from the start. From the time you order your RayStation a project manager will be assigned to your account. The project manager will assure that the entire hardware and software installation and training go as smoothly as possible.

Installation

We recognize that implementing a new treatment planning system or replacing an existing platform is not an easy task. Therefore we strive to streamline the installation to ensure it has very little impact on the daily work of the clinical staff. 

Each customer is provided with a dedicated RayStation Support Team consisting of three experts: an application engineer, a physicist and an IT engineer. For each installation, RaySearch assigns, as a single point of contact, a project manager who leads the dedicated team of experts and communicates with the clinic through every step of the process.

 

Helping you take full advantage of RayStation's benefits

RaySearch will always work with you to help you implement the advanced technologies and workflows that are provided in RayStation. Once a sale is closed we do everything to make the transition to RayStation as smooth and convenient as possible.

This covers both technology issues and making users comfortable working with RayStation (which is usually the easy part!). We assist with the installation. And we conduct the necessary training, either on site at the customer’s premises or in our own offices.

Later in the process, we also conduct advanced training sessions for dedicated users who want to improve their capabilities further. Our offices in Stockholm have the capacity to offer training to up to 20 users at the same time. A training session in our specially designed premises can also help users to meet other RayStation users, share their experiences and build a personal network of colleagues that can be of importance in their continuing day-to-day work.

 

Enhancement requests

RaySearch strives to maintain a high level of service.  We strive to make sure our customers feel secure and satisfied with our products. We listen to our customers and try our best to accommodate all enhancement requests in future versions of the software.  All software upgrades that are already licensed are completely free of charge ensuring that the user will be able to enjoy new improvements as soon as they are released without the added cost.

  

How to contact us

Depending on the type of question, our customers are always connected to the appropriate specialist. They can be contacted by e-mail, phone or via the community, whichever is more convenient. 

Our online self-service web portal is available to all customers.  The portal can be used to ask questions, open cases and request enhancement requests.  The user can also browse our solution database and find answers to frequently asked questions.  All cases logged in the portal  will be investigated by a RayStation expert in order to provide the best solution to your problem.

And if you prefer the traditional means of communication, you can rest assured that our service team is available via phone and email - worldwide and with real people answering your calls - no automated phone menus to wade through.