SERVICES

Openwater offers a suite of services designed to help your team get the most out of your Openwater device and software ecosystem. While open documentation and community resources on GitHub remain accessible to all users, these optional, fee-based services provide direct access to our engineering and support teams for tailored assistance, onboarding, and training. Whether you’re integrating Openwater technology into a research workflow or scaling clinical research use, our support and onboarding packages ensure you have the expertise and resources to accelerate success.

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Annual Support Services

 

Annual Support Services is an optional subscription that provides enhanced remote assistance and software support for your Openwater device. It is separate from the standard limited product warranty, which only covers repair or replacement of defective hardware.

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Included services:

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• Remote technical support (up to 20 hours per year) for issues related to device configuration, operation, and workflows, beyond defect-related warranty support.

• Remote installation of eligible software updates and patches released by Openwater during the support term. 

• Remote diagnosis and resolution of software bugs related to Openwater software.

• Best‑practice guidance and recommendations on routine checks and care that can be performed by your staff.

 

Available for an additional fee:

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• On-site visits or field service of any kind.

• Custom development, protocol design, or clinical/research consulting (available under separate agreements).

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Virtual Training and Onboarding

 

Our Virtual Training and Onboarding service ensures your team is ready to operate and maintain your Openwater system efficiently from day one.

 

Included:

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• Virtual training and set-up support (up to four hours of technical assistance).

• Training on device operation, safety, maintenance, and troubleshooting.

• Software and hardware training, including GUI, Slicer, and Python environments. 

 

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Important:  Onboarding, setup, and training must occur within two months of device shipment. In-person training is available by appointment and subject to additional fees.