Support services you can rely on every day
B-Line Medical's Support team is U.S.-based and located within our company headquarters. This proximity to the product's development makes for an industry-best support experience for our clients. In addition to rapidly responding to phone and email support requests, B-Line Medical proactively monitors the health of all SimCapture and LiveCapture systems. B-Line Medical also leverages top-rated Zendesk as its support platform to allow clients to monitor and track the progress of their support tickets. Our friendly and knowledgeable Support Team is always just a call or email away.
24/5 phone support
24-hour phone support is available Monday through Friday Eastern (1.888.228.3838 ext 2). Additionally, on-call weekend phone support is available for high stakes events with advance notice.
24/7 email support
24-hour email support is available 7 days a week. Initial response times are typically 4 hours and the ticket creation and support process is fully transparent to clients via the B-Line Medical Customer Solution Center.
B-Line Medical Customer Solution Center
The Customer Solution Center offers many different benefits to clients, including access to ticket status and history, an active community forum, and product training resources.
Video and article help library
The B-Line Medical Customer Soution Center contains an extensive and well-organized library of FAQs, quick-start guides, and video tutorials for both SimCapture and LiveCapture that will complement any learner's style.
Support Contact Information
Superior Support backed by data
B-Line Medical doesn't just talk about superior support, it backs it up with continuous benchmarking and client surveys.
In B-Line Medical's most recent client survey, satisfaction with the quality of Support exceeded 95%. In addition, global support leader Zendesk's benchmarking data indicates that B-Line Medical's Support Team is 6 hours ahead of the average response times for our industry.
All SimCapture and LiveCapture systems that are granted network access are remotely monitored in real-time using a variety of automated health checks.
B-Line Medical Support believes in being proactive and actively tries to identify issues before they become larger problems for our clients. A SimCapture going offline, a hard drive getting full, or an operating system error are all issues that can be spotted (and addressed in many cases) remotely thanks to the most forward thinking Support Team you'll find in the healthcare simulation industry.