Customer Support
Customer Support
Our goal is to provide industry leading support and service in your time of need. Our support staff are dedicated to resolving your issues accurately and efficiently so you can continue providing quality service to your customers and your patients.
Speak with a Specialist
Support Office Hours: 5:00am to 5:00pm (U.S. Pacific Time)*
Technical Support (Domestic): (800) 819-5538
Technical Support (Int.): (800) 268-5354
To expedite your call please have the following information available (If applicable):
- Clinic type (Small Animal or Equine)
- Hospital name
- Main hospital phone number
- SOUND® Account Number
- Existing Case number (if applicable)
Your call will be routed to either a small animal or equine specialist – based on your practices needs and issue.
Your expected hold time is 30 seconds or less. In the event your hold is longer than expected, we can hold-your-place-in-line and the next available technician will return your call.
Product Support Quick Access
Click the product type below for additional resources
“Best installation of any equipment we’ve had.”
B. Berry
01/26/2022
“They get it done, and make me look good.”
Lake Murray Village Veterinary Clinic | D. Osalla
02/26/2022
“Quality products and service.”
J. Daugherty, DVM
02/26/2022
“The Sound team of products and support have been instrumental in the success of our practice. The ability to create lasting relationships is unique in todays business environment.”
C. Morrow, DVM
03/25/2022
“Sound is always extremely helpful with support, helpful and follow through to ensure that all our needs have been met and that the system is functioning at peak performance! Thank you!!!”
M. Oakley, DVM
03/15/2022
“Customer service is ALWAYS stellar!! Thank you so much.”
Crestwood Court Veterinary Clinic | K. Bentley
03/03/2022
“Very professional and courteous.”
Flathead Country Animal Shelter | C. Bennet
03/21/2022
“Super easy and helpful. Very knowledgable!”
Arizona Veterinary Emergency & Critical Care Center
B. Krouse
Frequently Asked Questions
How can I get technical support assistance?
Call: (800) 819-5538 / (800) 268-5354 (Int’l)
Non-Emergency technical questions, you can also Email: [email protected] Our representative will respond within 24 hours to your request. To expedite the request please ensure to include your clinics Name or Account # for reference.
Please feel free to contact us either by phone or email. Our technical support team is ready to assist you.
I have questions about my upcoming DR installation, who do I contact?
Our Installation team is always happy to answer any questions you may have regarding your install or pre-installation needs. Please contact anyone in the install department.
General Email: [email protected]
Nick Moss – Client Experience Specialist
- Office: 760-448-4866
- Cell: 760-473-8524
- Email: [email protected]
Chris Lockman – Field Application Manager
- Cell: 312-852-3111
- Email: [email protected]
Elise Monroe – Field Application Specialist
- Office: 760-893-8634
- Cell: 760-688-9862
- Email: [email protected]
I need technical support assistance, but our practice does not have a current warranty or support agreement?
Every customer is important to us. We take pride in ensuring support is offered to all our customers regardless of coverage.
If your practice does not have coverage at this time our team can most certainly assist. The team will create a case and provide a link with instructions for remote troubleshooting and payment prior to troubleshooting. Our standard flat rate is: $207.00 and or after-hours: $282.00. Sound accepts all major credit cards.
The Sound Imaging Support Team is available weekdays from 5:00am to 5:00pm PST (with the exception of U.S. holidays), and technical support agents are only available Saturdays from 6am to 3pm.
On-call technicians are available for 24/7 emergency support. Emergencies are defined as an issue that prevents the practice from performing the following functions: unable to view images from all review stations (not including the acquisition), unable to prep or fire, undiagnostic images, unable to send stat consultations. All other inquiries will be handled next business day.
One of our Warranty Specialists would be happy to discuss your products support options and answer any questions you may have to avoid fees for support.
Please open this link: https://soundvet.com/support/sound-assurance/ or call: (800) 268-5354 Opt 2 to speak with a Warranty Specialist today.
Is Sound Imaging software transferrable to a new computer or windows updates?
Please contact our technical support team before proceeding with any updates not initiated by a Sound representative or software prompt in the DR.
Sound does not recommend any software updates for Windows operating systems.
Our team is limited to Sound produced products and software, for more information about licensing and your software’s hardware options please call or email us prior to making any changes to your software/hardware.
Does Sound provide on-site support?
Our technical support team can assist your practice with software concerns. If your practice is having a hardware concern that cannot be resolved via remote troubleshooting and on-site visit is needed, our team will work with you to initiate a third-party onsite visit. Your practice can use your already preferred company, or we can set up your practice up with our preferred partner. If your practice wishes to utilize our preferred partner, they will contact your practice once they have received our request to discuss a day / time for their visit and all applicable costs that apply. If the onsite is covered under your practices Sound Assurance Warranty, our team will ensure that communication is relayed to the third party prior to their visit.
Do I need to have annual software/hardware maintenance?
Sound Imaging software will include all feature updates. Prompts appear when applicable.
Sound offers annual maintenance options that include annual onsite training, annual accessory replacements, and calibration of the unit with a Sound representative.
We do recommend regular calibrations on DR systems to ensure image quality. These calibrations can be done with a Sound technician via telephone or third-party company by way of Sound. These calibrations are recorded and can prompt reminders on our SmartDR systems to set up those features, call our team today.
I have an x-ray table or generator question?
If you purchased your generator from Sound and you are still within your first year Manufactures warranty, please call the support team to facilitate the onsite repair.
If your generator is outside of the first years manufacture warranty you can contact your local generator representative, or you can contact Merry X-Ray (800) 693-2620
Please note onsite time frames, and service fees will be offered by the representative with service company upon your request.
Where can I obtain technique charts for my SmartDR?
You can obtain technique charts by clicking here: https://install.soundvet.com/smartdr#docs
For technique and or positioning training, you can visit our on-line educational series. These programs will provide training for common procedures to ensure the highest quality diagnostic submissions to Antech Imaging Services as well as content on current topics in veterinary medicine.
You can find positioning training and technique charts located here: https://antechimagingservices.com/antechweb/clinical-courses
How can our practice obtain remote back up of our images to cloud storage?
Our Warranty Team can provide you the best option for remote back up of your DICOM images. Contact them: https://soundvet.com/support/sound-assurance/ or by calling: (800) 268-5354 Opt2
If you are interested in radiology services ONLY, please refer to Antech Imaging Services for more information and registration: https://antechimagingservices.com/antechweb/register
How can I obtain additional training for my products?
Sound Imaging offers various products and services. For complete list of software’s, and training material visit: https://install.soundvet.com/training