Service & Support Mission Statement

Heidelberg Engineering’s service mission is to provide the best possible service and support globally in our industry while increasing value by listening to our customers, and displaying the passion to exceed their needs with a sense of urgency and through innovative thinking and problem solving.

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.


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Technical Support

Phone: (800) 931-2230
Fax:     (508) 530-7878


10 Forge Parkway
Franklin, MA 02038
Unites States


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For Sales and Product Inquiries:

Phone: (800) 931-2230 , Option 1

For Hardware Support, Service Agreements, or Troubleshooting Error Messages:

Phone: (800) 931-2230 , Option 2, then Option 4

For Warranty or Service Agreement Questions:

Phone: (800) 931-2230 , Option 2, then Option 7

For Software and Training Support:

Phone: (800) 931-2230 , Option 2, then Option 6

For Networking Support, Assistance with Review Stations, or EMR Interfacing:

Phone: (800) 931-2230 , Option 2, then Option 5

To email us, fill out the following form:

  • (The camera SN label is located underneath the camera head)

  • With * marked fields are obligatory.