CadCare: Your Comprehensive Support Ecosystem
At Cadwell, caring for you is at the center of everything we do. CadCare™ is our healthcare support ecosystem, offering resources for every stage of your care delivery journey.
CadCare is more than just service agreements—it’s an integrated support ecosystem that is included when you purchase directly from Cadwell. Our goal is to ensure the long-term success of your facility and staff with resources to support you in making the most of your neurodiagnostic, neuromonitoring, and sleep diagnostic systems.
What Does CadCare Include?
Education
Tailored learning pathways for clinical care teams and biomedical professionals, including clinical workshops, live webinars, and biomedical training courses
Support
Ongoing assistance from Cadwell’s application support and technical service experts, helping ensure your systems stay up and running
Software Management
Regular software updates and upgrades to maintain peak performance and access the latest features
Service Agreements
Comprehensive, tiered service agreements that extend service maintenance and support beyond initial warranty coverage
Financial Solutions
Rental and financing options that help you scale your equipment fleet as your facility’s needs grow, available through CadRent and Sageland Financial Group
Donations
As part of our CadCare commitment, we partner with providers to help reduce financial and clinical barriers to care through Cadwell equipment donations, ensuring that patients worldwide have access to life-changing technologies
CadCare Benefits with Every Direct Cadwell Purchase
When you purchase directly from Cadwell, you receive CadCare benefits for the functional life of your system.
This includes:
- Access to the Cadwell Support site, your resource for software downloads, training videos, and user guides
- Live phone support for general software, applications, and hardware troubleshooting
- After-hours emergency support for PSG, long-term monitoring, and epilepsy monitoring customers
CadCare Service and Support
Cadwell system purchases include CadCare Service and Support, which is 12 months for new systems, or six (6) months for refurbished systems.
Warranty Coverage Details
During the warranty period, you gain additional coverage, including:
- Applications training via webinar
- Remote diagnostic support
- Preventive maintenance
- Depot repairs, including shipping and handling of repairs and loaners
- Replacement parts and labor
- Non-Cadwell peripheral equipment coverage (e.g. PCs and printers purchased from Cadwell)
- Software Maintenance and Support Plan
CadCare Service Agreements
You can extend your coverage even further with a CadCare Service Agreement.
CadCare Service Agreements provide additional support and service resources to ensure your systems stay up and running. CadCare technical service experts deliver comprehensive application support, technical service, software maintenance, and operational support.
Select the service agreement that best supports your facility’s needs.
Level 2
CadCare Service Agreement- TRAINING: Application training via webinar
- WEB SUPPORT: Diagnostic remote web support
- 20% DISCOUNT – 24/7 PREMIUM SUPPORT FOR PSG, LONG-TERM, AND EPILEPSY MONITORING: View Details
- BASIC EXTENDED WARRANTY: Cadwell parts and labor
- REPAIRS: Expedited equipment repair
- PREVENTIVE MAINTENANCE: Scheduled preventive maintenance and 7-day turn options
- SOFTWARE MAINTENANCE AND SUPPORT PLAN: Discounts available
- REPORT CREATION: Creation of new customized reports and ongoing report maintenance support
- DEPOT REPAIRS: Including shipping and handling of repairs and loaners
- PERIPHERAL EQUIPMENT COVERAGE: On non-Cadwell equipment, including PCs and printers purchased from Cadwell
- SETUP AND CONFIGURATION: Workstation setup and configuration beyond original equipment installation
- COMPUTER REPLACEMENT: One-time discount for computer replacement
Level 3
CadCare Service Agreement- TRAINING: Application training via webinar
- WEB SUPPORT: Diagnostic remote web support
- 30% DISCOUNT – 24/7 PREMIUM SUPPORT FOR PSG, LONG-TERM, AND EPILEPSY MONITORING: View Details
- BASIC EXTENDED WARRANTY: Cadwell parts and labor
- REPAIRS: Expedited equipment repair
- PREVENTIVE MAINTENANCE: Scheduled preventive maintenance and 7-day turn options
- SOFTWARE MAINTENANCE AND SUPPORT PLAN: Discounts available
- REPORT CREATION: Creation of new customized reports and ongoing report maintenance support
- DEPOT REPAIRS: Including shipping and handling of repairs and loaners
- PERIPHERAL EQUIPMENT COVERAGE: On non-Cadwell equipment, including PCs and printers purchased from Cadwell
- SETUP AND CONFIGURATION: Workstation setup and configuration beyond original equipment installation
- COMPUTER REPLACEMENT: One-time discount for computer replacement
Level 4
CadCare Service Agreement- TRAINING: Application training via webinar
- WEB SUPPORT: Diagnostic remote web support
- INCLUDED! 24/7 PREMIUM SUPPORT FOR PSG, LONG-TERM, AND EPILEPSY MONITORING: View Details
- BASIC EXTENDED WARRANTY: Cadwell parts and labor
- REPAIRS: Expedited equipment repair
- PREVENTIVE MAINTENANCE: Scheduled preventive maintenance and 7-day turn options
- SOFTWARE MAINTENANCE AND SUPPORT PLAN: Discounts available
- REPORT CREATION: Creation of new customized reports and ongoing report maintenance support
- DEPOT REPAIRS: Including shipping and handling of repairs and loaners
- PERIPHERAL EQUIPMENT COVERAGE: On non-Cadwell equipment, including PCs and printers purchased from Cadwell
- SETUP AND CONFIGURATION: Workstation setup and configuration beyond original equipment installation
- COMPUTER REPLACEMENT: One-time discount for computer replacement
CadCare Software Support and Maintenance
Your CadLink or CadLink Lite software purchase includes our Software Maintenance Plan. (During the limited warranty period, this covers 12 months for new equipment or six months for refurbished equipment purchased from Cadwell.
Cadwell Software Maintenance Benefits Include:
- CadLink software telephone support: Monday-Friday, 6:30 a.m. – 5:00 p.m. PT, excluding holidays and weekends*
- Diagnosis of network problems or performance issues impacting the proper operation of Cadwell applications
- Assistance with large-scale Cadwell application upgrades**
- Application support for infrastructure changes**
- Large-scale workstation and client application updates when upgrading existing PCs and laptops**
- Citrix/RDP Server support with Cadwell applications post-equipment installation**
- Access to the Cadwell Enterprise and Application Support teams at no additional charge
- Semi-annual remote application performance and maintenance checks‡
- Semi-annual scheduled calls with the Cadwell Enterprise support team‡
- Appointment of a single Cadwell Support contact‡
- New licensable software features discounted at 30% off list price
Additional paid options include:
- Planning and designing network configuration
- Detection, diagnosis, and resolution of network performance issues
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* Technical support outside of normal working hours may be scheduled at an additional cost.
** Services provided apply only to CadLink products for which Cadwell software was purchased.
‡ Regional server, HL7, and multiple facility environments only.
PSG, LTM, and EMU 24/7 Premium Support
24/7 Premium Support Benefits Include:
- Phone and remote support coverage outside of normal working hours, including weekends and holidays
- General application support, operations questions, and report maintenance
- Scheduled appointments for customer follow-up
- Dedicated after-hours support team
- Escalation path to senior support team
Contact Service and Support
Our Live Chat, Service, and Application Support teams are professionally staffed by world-class support teams to help you with our software applications and equipment.
Access Premium Support
The Cadwell Support site provides customers with 24/7 access to essential resources, including software downloads, training videos, users guides, and instructions for use. Sign up to activate your account.
Cadwell Biomedical Training Courses
Available through CadCare Education, Cadwell Biomedical Training Courses cover standard preventive maintenance routines and help attendees manage annual audits, first call equipment support, and safety checks.