Product Support and Service Features

Intuitive Surgical offers hospitals and their surgical staff an extensive array of support resources and materials to ensure optimal performance, maximize “up” time, and responsive customer support.

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Our Service Plan Features include:

dVSTAT® (da Vinci®Surgery Technical Assistance Team)

A dedicated team of experienced Technical Support Engineers are available by phone 24 hours a day, 7 days a week, 365 days a year. Over 95% of calls are answered within 15 seconds.* Knowledgeable staff help to guide OR staff through System issues, answer technical questions and if required, dispatch a Field Service Engineer.

da Vinci OnSite®

Remote monitoring of your da Vinci System means real-time diagnostic feedback. Issues can be identified and resolved. Preventative maintenance can be performed to help minimize unplanned service events.

Guaranteed Response Time

If unplanned service is needed, our Field Service Engineer Team guarantees prompt, dependable and accurate resolution to even the most complex technical issues. With a network of regional representatives, the Field Service Engineer Team can respond within hours of notification, often with same-day service. This rapid response means a 98% uptime guarantee rate.*

Parts Exchange

Prompt repair and replacement parts are included with the da Vinci Complete Care Service Plan. Intuitive Surgical maintains stocking locations throughout the country, ensuring access to critical replacement parts within 24 hours.

System Inspections

Safety and reliability are our top priorities. Field Service Engineers perform scheduled System inspections to maintain current factory specifications and to provide added confidence regarding system performance.

Software Updates

Periodic software updates provide improved System reliability and performance, and help to ensure your System is always running at its peak and is at the most current software version.

Advanced Exchange Program

The Advanced Exchange Program offers preferred pricing and next-day service on repair/replacement related to accidental damage of endoscopes, camera heads and da Vinci Skills Simulator.™

Third Party Endoscope Repair Video

Sterile Reprocessing Support

A Sterile Reprocessing Specialist with extensive da Vinci programs experience can identify and address potential sterilization issues by educating and troubleshooting hospital staff.

Contact Customer Service

For questions about products and services, please contact our Customer Service Department toll-free at:
1-800-876-1310 option 3.

From outside the United States, please call +41 21 821 2000.

Email Customer Service

*As of August 2013: Intuitive Surgical CRM Data on File

PN 1008980 Rev B 07/2016