Technical Support

Our Core Values

1. Make every customer service experience a delightful one — Treat each customer as if they are the only one.
2. Have a sense of urgency — The speed at which problems get resolved is very important.
3. Keep learning — Always come to work learning something new each day.
4. Create a collaborative environment — Encourage idea sharing.
5. Be results-oriented — Exceed customer expectations.
6. Strive to bring new, innovative thinking to everything we do — Always question if there is a better, more efficient way of doing things.
   
   

Our Service Program

Join the Total Protection Plan for peace of mind knowing your Heidelberg Engineering instruments are covered. With this plan, you are guaranteed minimal disruptions to patient exams and workflow when repairs are needed. Contact your Sales Consultant for a quote, terms and payment options.

For Sales and Product Inquiries:

Please call (800) 931-2230, Option 1

For questions regarding error messages, or for hardware or technical support:

Please call (800) 931-2230, Option 2, then Option 4

For networking support, review station setup, or interfacing with an EMR:

Please call (800) 931-2230, Option 2, then Option 4

To speak with a Clinical Application Specialist about how to use your device, the use or features of the Heidelberg Eye Explorer software, or for imaging questions:

Please call (800) 931-2230, Option 2, then Option 5

For questions regarding your warranty or service agreement:

Please call (800) 931-2230, Option 2, then Option 6

Send a Support Request

To Email us, fill out the following form:

*The camera SN label is located underneath the camera head

Please click on your support representative's name to download the software applet required to create an encrypted connection between your system and our Operations Department. The applet will be automatically removed from your system at the end of the remote session.