Customer Support Programs

We are excited to announce that the Cadwell now has additional resources to better support our Customers needing System Application and other assistance.

Weekday Support for our IONM customers will now open at 3 a.m. Pacific Time (PT) and EMG support will now start at 4 a.m. PT.

In addition, Cadwell now offers dedicated 24/7 Premium Support for Sleep Diagnostics and Brain Monitoring. Some of the benefits of this Premium Support include:

  • 24/7 phone and remote on-line support, including weekends and holidays
  • Application support, operations assistance and report maintenance
  • Scheduled appointments for customer follow-up
  • Access to our dedicated after-hours tier 1 and tier 2 support teams

Software Maintenance Plan

Your CadLink or CadLink Lite software purchase includes our Software Maintenance Plan. Each subsequent year, you will receive an automatic notice to renew your plan. Benefits include:

  • CadLink software telephone support (M-F 6:30 a.m. – 5 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 contact‡
  • New licensable software features discounted at 30% off list price

Additional options include:

  • Planning and designing network configuration
  • Detection, diagnosis and resolution of network performance issues

PSG, LTM & EMU 24/7 Premium Support

Cadwell now offers dedicated 24/7 Premium Support for sleep and brain monitoring

  • 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

*  Technical support outside of normal working hours may be scheduled.
** Services provided apply only to CadLink products for which Cadwell software was purchased.
‡  Regional server, HL7 and multiple facility environments only.

Extended Service Plans

With the purchase of each Neurodiagnostic or Intraoperative Monitoring system from Cadwell, you acquire a lifetime CadCare membership (a), a limited factory warranty (b), and limited Software Maintenance Support (c). Increase your coverage on hardware with an Extended Service Package, which may include bundled discounts for support benefits, and multi-unit and multi-year discounts.

CadCare Membership Eligibility

CadCare Membership covers Cascade IOMAX, Easy III PSG, Cascade PRO, Sierra Summit EMG/EP/NCS/US, and Arc EEG products. All other Cadwell legacy products will remain under their original service contract plans until they reach
their ends of life. If you acquired your Cadwell equipment from a third-party seller, you have options to join the CadCare Membership program. Ask your Cadwell representative for more details.

CadCare Information Request Form

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