CUSTOMER SERVICE
Support & Maintenance
More than just hardware protection
TIMS Medical offers comprehensive Support & Maintenance for our hardware and software products, so your department and hospital experience what you really need: comfort.
This comfort includes immediate phone and online access to our technical services engineers, ensuring the seamless operation of your TIMS Medical hardware and software. Our commitment helps prevent disruptions in patient studies, avoids the need for rescheduling, and protects critical revenue streams for your healthcare system.
As part of this support, we also offer training course options led by clinical specialists. These sessions demonstrate how the tools within TIMS can enhance clinical practice and support research initiatives—helping your team maximize the impact of every study.
Areas of Support
Technical Support
We offer telephone and remote access support from our highly trained technical services engineers. You can access technical support on weekdays from 8:00am - 8:00pm EST.
Software Updates
Your Support Contract includes free TIMS MVP software updates 1-3 times a year which includes enhancements such as template-based reporting, quantitative measures, standardized scoring, live-streaming procedures, and PatientView to name a few.
Online Training
We offer several regularly scheduled, weekly live online training sessions with classes ranging from introductory to power-user levels.
Preventive Maintenance
We recommend performing preventive maintenance on the systems every four months. Our technicians assist you online and over the phone with these important preventive procedures.
Advance Replacements
In the rare event of hardware failure (e.g., hard drive or memory issue), we dispatch an advance replacement within two business days via two-day service in the US and Canada.
TIMS Review
The yearly license of TIMS Review included with your TIMS system is renewed for an additional year with your Support & Maintenance contract. This is the standalone TIMS software license that is typically used in the speech, ENT, or GI office area.
Discounts on Trade-Ins
TIMS medical devices have five-year equipment life cycles. For customers with current agreements, we offer additional trade-in discounts after five years.
Discounts Parts & Cables
Have damaged or worn-out cables, accessories, and parts? We offer a 50% discount on these types of replacement parts.
Value
In addition to the benefits detailed above, TIMS provides these valuable services at a significantly lower cost compared to the industry standard of 18% for support and maintenance services.
Elevate Your Use of TIMS: Complimentary Training
Our weekly virtual courses, taught by clinical specialists, can help improve your use of TIMS for clinical practice or research initiatives.
Basic Training: MBSS
Recommended for Radiology Technicians & SLPs as part of the installation process. This online training is approximately 60 minutes in duration. Topics include recording, editing, reviewing, and archiving MBSS.
Basic Training: FEES
Recommended for all users as part of the installation process. This training is approximately 60 minutes in duration and covers several options for creating and recording studies, triggering with FEES scopes, annotating snapshots, labeling, and sending to PACS/VNA. Additionally, editing tools are discussed including creating subclips and composite clips, deleting, review tools, adding keywords, and more.
Core Competency: MBSS or FEES
Recommended for at least one “superuser” as part of the installation process. This training course offers SLPs the opportunity to learn and practice skills beyond the basics that will help maximize the potential of their TIMS System.
Creating Notes/Report Templates
This training explores how to effectively use Notes, Scorecards, and snapshots to create clear, cohesive, and professional reports. Learn practical techniques to streamline workflow by integrating reporting, notes, and scorecards seamlessly into your EMR. This course is ideal for healthcare professionals looking to boost efficiency, accuracy, and compliance in their clinical practice.
Meet our Course Leaders
Shannon Marks, MS, CCC-SLP
West Training Manager
Shannon Marks is the West Training & Demonstration Manager at TIMS Medical and a licensed Speech-Language Pathologist. Originally from the Philadelphia area, she now lives in Chicago, IL. Shannon holds degrees from Penn State University and La Salle University and has extensive experience working with adult and geriatric populations across the continuum of care—including acute care, outpatient, independent and assisted living, and skilled nursing settings. She is passionate about expanding access to instrumental evaluations and supporting clinicians in delivering high-quality, evidence-based care.
Ashley Biliskov, MS, CCC-SLP
Central Training Manager
Ashley Biliskov is the Central Training & Demonstration Manager at TIMS Medical and a licensed Speech-Language Pathologist. Originally from Miami, she now resides in Houston with her husband and daughters. A proud Florida State Seminole and avid college football fan, Ashley brings over seven years of experience in acute care, working with adult and geriatric populations. She has played a key role in establishing FEES programs at her facilities and is deeply committed to advocating for SLPs and promoting best practices to ensure comprehensive, high-quality patient care.
Megan Vas, MS, CCC-SLP
East Training Manager
Megan Vas serves as the West Training & Demonstration Manager at TIMS Medical, bringing a wealth of experience as a Speech-Language Pathologist specializing in dysphagia within medical settings. Her passion for enhancing instrumental evaluation access stems from firsthand experience in environments with limited resources. Joining TIMS Medical, Megan is dedicated to empowering fellow SLPs by ensuring they have access to essential tools for optimal patient care. She is inspired by TIMS' commitment to supporting SLPs and advancing the field.
How can we help?
Contact Support
Learn more about support services, or get help
Download Support PDF
Keep our Support & Maintenance PDF on hand
Download Training PDF
Learn more about our training courses & schedule