Service & Support Offerings

Service & Support Offerings

Proper support and maintenance of your Brainlab system is critical to maximizing product performance and guaranteeing accurate and consistent patient treatment.

A variety of on-demand support services are available to Brainlab customers as either a part of a service package or based on time and material.

Hotline Support

24/7 support hotline

Brainlab Technical Specialists are available around the clock, providing phone support and detailed remote diagnostics via a secure HIPAA compliant iHelp connection. Support is available 24 hours a day, 365 days a year.

On-Site Support

On-site support

On-site support is available to eliminate possible equipment malfunctions. Brainlab will cover all labor and travel expenses for customers with a comprehensive service contract. Upon request, Brainlab will provide after-hours support, including assistance Monday-Friday between 5:00 PM – 8:00 AM, all day on weekends and public holidays.

Preventive Inspections

PERIODIC Maintenance inspections

Periodic maintenance inspections and expert technical assistance help maximize product performance and functionality in addition to protecting your investment from unexpected repair costs and downtime. All maintenance is performed by certified Brainlab Technicians, using only certified Brainlab parts, safeguarding against any compromises to the system’s integrity and patient safety.

Priority Resource Allocation

Priority resource allocation

Customers that are under service contracts are top priority for Brainlab and will benefit from prioritized on-site response and quicker logistics support. This will ensure a fast turnaround time while minimizing system downtime.

Software Maintenance Updates

Software maintenance updates

Brainlab will provide software updates for the applications covered under a service contract at no extra charge. Software updates will be promptly delivered either remotely or on-site, at the discretion of Brainlab.

Replacement parts

Replacement parts

Defective parts are exchanged with certified Brainlab replacement parts by our experienced service team. Parts include the cost of shipping and handling. Repairs are unlimited while under a Brainlab service contract.

Third Party Integration

Third party integration

Brainlab also offers maintenance support for third party equipment integrations. This support includes complete system verification, calibration, software and hardware functionality and accuracy as well as necessary configuration, tests and quality assurance of intraoperative data transfer, video routing (inputs and outputs) and streaming/recording functionalities.

Education & Training

Education & training

Brainlab trainers are experts in their field, dedicated to achieving user confidence and maximum product utilization.
Brainlab provides flexible education and training through tailored on-site programs and through our customer focused Brainlab Academy®, available at several Brainlab locations worldwide.