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.

Calling in Equipment Returns Process

  • We have implemented an automated equipment returns process to keep you informed every step of the way!
  • You will be notified of each step in our process by a series of status emails. No more wondering where your system is or when you’ll get it back – be sure to provide accurate information so we are able to contact you throughout this process.

What you can expect from SOUND® Customer Care:

  • Toll-Free (US Only) 24/7 Telephone Emergency Technical Support

    We understand that our products are used every hour of the day and now we’ll be there to help you if you need us. Technical Support and Service is available weekdays from 5:00 AM to 5:00 PM U.S. Pacific Time Zone (with the exception of U.S. holidays), and Technical Support 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 user 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.  Emergency calls may be subject to on-call rates ($207/$282) depending on Sound Assurance level.

  • Proactive Preventative Maintenance

    SOUND® ’s Customer Care can provide a complete unit evaluation, software and hardware updates, minor repair and parts replacement due to normal equipment usage. This fee service is a preventative tool to help minimize the potential of a service event and any associated downtime. A preventative maintenance option can be added to any of the SOUND® Extended Service Contracts. Call or email us for details.

  • Quick Turnaround on Repairs

    Our Customer Care Group’s service department is staffed to provide quick turnaround time in the event of a service need. We strive to return the equipment to you in the fastest time possible. Upon receipt of the equipment requiring repair, our Service Department will communicate the anticipated return date and provide timely updates. We understand that communication with our Customers is extremely important so that all expectations are met.

  • Comprehensive Extended Service Contracts

    SOUND® offers multiple Extended Service Contract solutions to fit your practice needs. Whether you specialize in equine, small animal or exotics, SOUND® has a Service plan for you. Call your Customer Care Group to discuss which program would be best for you and your practice.

"Ease of usage, support, and follow up"

Allegan Veterinary Clinic | R. Jackson6/1/21

"Efficient- amazing product-great customer service"

Crockett Veterinary Hospital | D. Lee Craven6/1/21

"Great service, education, value, and support"

Bayview Pet Medical & Dental Center | M. Roth6/6/21

"Very happy with the machine and training."

Animal Medical Clinic Peachtree City | V. Obsitnik7/20/21

"Sound has been very helpful with our ultrasound units over the past 15 years. We just purchased a new unit. Very pleased with the improved technology."

Plaza Veterinary Hospital | C. Ast7/25/21

"Very positive experience with the purchase of my new ultrasound machine. Level of service and the quality of the machine makes for a great value!"

Grace Park Animal Hospital | E. Strunck7/27/21

“Problem was fixed in a timely manner. Great customer service!!”

Mount Carmel Veterinary ServiceL. Ranciato

“Super easy and helpful. Very knowledgeable!”

Arizona Veterinary Emergency & Critical Care CenterB. Krouse

Company 2021 Scores

63
NPS (Net Promoter Score)
93
CSAT (Customer Satisfaction)

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: techsupport@soundvet.com  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: installations@soundvet.com

Nick Moss – Client Experience Specialist

Chris Lockman – Field Application Manager

Elise Monroe – Field Application Specialist

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