CUSTOMER SERVICE & SUPPORT

Verasonics partners with customers by providing superior product solutions along with comprehensive support services to meet and exceed research and development goals.

Although the Verasonics suite of products is comprised of robust and reliable hardware and software, we know at times service and support issues may arise. Whether you are seeking advice concerning script development, specific system capabilities, or are experiencing a hardware issue, be assured that we are here for you, and will assist you with your support needs.

We encourage customers to have confidence in the product and keep up-to-date with the rapidly developing software platform by offering a comprehensive protection and support plan with your Verasonics system, including a one year product and service warranty, 8 hours of remote technical support, and access to customer training and education sessions.*

*Extended warranty and service agreements are available for purchase after expiration

Service and Support Portal

Once becoming a Verasonics customer, credentials will be sent to you from the Verasonics Customer Service and Support team. You will have 24/7, no cost access to our Customer Service and Support Portal including:

  • Latest Available Software Releases
    • User manuals and tutorials
    • Example scripts and tools
  • License File (Hardware and Simulator)

Service and Support Plan Features:

Software Updates
New software releases are available during the warranty year — Available in Customer Portal
New example scripts, documentation and tutorials — Available in Customer Portal
Enhancements, extensions and updates
Technical Support
Urgent issue priority
Problem diagnosis and error identification — System Self-test Software
Assistance with Verasonics software utilization — Scripting support
Assistance with Verasonics hardware utilization — Best practices
Critical Issue Correction – Hardware
Factory – RMA — Round trip shipping & handling while under warrenty
On-Site — Region specific*
Loaner – Region Specific — Purchasable option**
Parts & Labor — Included during the coverage period***
* On-site repairs are managed on a case-by-case basis and not provided by default (fees may apply).
** Loaners are not available in all countries, contact Verasonics Sales (info@verasonics.com) for more detail.
*** Included only for failures that occur from normal use; see your sales agreements and or service level agreement for details. Non-warranty repair quotations will be generated where applicable.

Hours of Operation:

Regular support hours are from 9 am to 5 pm PT, Monday through Friday except for the following federal or state holidays or company holidays in any calendar year:

  • New Years Day (January 1)
  • Memorial Day (last Monday of May)
  • Independence Day (July 4th)
  • Labor Day (1st Monday in September)
  • Thanksgiving (4th Thursday of November)
  • Christmas (December 25)

Support & Information:

For technical support please email support@verasonics.com and include your system serial number along with a detailed description of the issue or inquiry, as well as any script for which you are seeking assistance. Or use our convenient technical support form:
technical support form

For more information please email info@verasonics.com or fill out our convenient contact us form:

contact us