At Aether Biomedical, we know life as a Clinician can be challenging, especially with today’s medical systems. This is why we aim to make your life easier through dedicated technical support. You can rely on our team for assistance with our entire product line, including the Zeus Bionic Hand and the Aether Digital Platform {ADP}. From product questions to technical implementation, we’re here to support you.
Onboarding and Product Introductions
When you choose an Aether Biomedical device our support team will help you get set up. The first step is detailed onboarding and training to ensure you can confidently fit the Zeus bionic hand and manage configurations via the Aether Digital Platform (ADP). This session includes account creation, linking the Zeus prosthetic hand to ADP and configuring it, synchronizing data, and launching the user interface. These sessions usually take between thirty and forty-five minutes, depending on the specific needs of the Clinician.
Real-Time Configuration Support During Device Fittings
Ensuring the Zeus bionic hand operates optimally for each patient is critical to their success. During patient fittings you can rely on our technical support team to join you remotely, offering setup assistance in real-time. The goal is to ensure that your patient leaves with the personalizations they need to support their activities.
Escalation and Troubleshooting Technical Challenges
All Aether Biomedical products are designed to ease the Clinician and Patient experience, tbut we understand that issues or questions can arise. Contact our technical support to help you troubleshoot any issues with Aether Biomedical hardware or software. Our goal is to identify and resolve your issue in a single support session. When that isn’t possible additional technical support can be provided.
Repair and Replacement
If you ever find that your Zeus Bionic Hand is damaged or requires replacement, our Technical Support will be happy to assist. First, we will confirm the warranty of your device. From there we’ll help you assess the damage and proceed with the next steps. If parts are required, they are shipped within one business day of documentation and warranty verification.
Documentation and Feedback
To structurally resolve technical issues within the Aether Biomedical product line our Technical Support team works to identify the root cause of your problem, collect relevant data, and complete compliance documentation. This information is then passed to our Production, R&D, and QARA teams to inform future developments. As a medical device company, we also conduct regular Post-Market Surveillance to help us capture insights and feedback from the field. These initiatives are examples of our continued approach to product development, intended to ensure our Aether Biomedical devices meet Clinician and Patient needs.
Our Technical Support team works closely with our Product, R&D, and QARA teams to ensure that your issues are resolved quickly and that feedback is passed to the appropriate contacts. This tight feedback loop is one of the core strengths of the support that we offer. In addition, we regularly seek feedback from Clinicians to ensure that our products meet your specific needs. These insights, along with information we receive from you, are crucial for future product roadmap updates by Aether Biomedical.
Our Technical Support staff is available from 8 a.m. to 4 p.m. CST (Central Standard Time) US, but we recognize that clinical schedules can vary, especially across different time zones. To accommodate this, we offer flexible scheduling options with advance notice, ensuring that no clinician is left without assistance when needed. For help, email support@aetherbiomedical.com or Call +1 (479) 552-5661. We look forward to supporting you and your patients.