Product Support Overview
Hyperfine offers world-class support for the Swoop® system, and our team is on call to bring clarity to the system
Swoop System Service and Support Includes
- Software Upgrades
- Technical Support and Service
- Preventative Maintenance
Software Upgrades
Over-the-air upgrades are an essential part of Swoop ownership and enable your device to improve with every upgrade. Hyperfine offers additional features and functionality that help tune Swoop to your organization’s needs. These improvements focus on growing customer delight—our AI and imaging teams develop novel imaging techniques. Our user experience team leverages customer insights to create intuitive designs. Our software teams employ cutting-edge technologies to bring solutions to our customers rapidly.
Hyperfine will always work with customers to ensure that they can take advantage of the latest software release. Software updates are deployed remotely via the cloud, and remote support assistance is available by contacting the Hyperfine Technical Assistance Center (see below).
Technical Support, Service, or Maintenance
Swoop system service and support includes technical assistance with hardware and software issues. Our remote technical support team will work with designated onsite users to resolve any questions or cases reported.
To initiate a support, service, or maintenance request, contact the Hyperfine, Inc. Technical Assistance Center to open a case (see below). If a hardware replacement is required, the Hyperfine Technical Assistance Center team will coordinate with logistics to deliver the replacement part. If a mechanical issue requires Hyperfine Field Services, we will schedule an onsite visit or work with the designated onsite representative. Please refer to the terms and conditions for exclusions and additional requirements.
Preventative Maintenance
Preventative maintenance should be completed according to the recommended schedule. The service agreement defines preventative maintenance. In addition to running a diagnostic test, preventative maintenance involves inspecting the electronics, hardware, and accessories. If replacement parts or additional service is required, the Hyperfine technical support team will coordinate and schedule the delivery with the customer.
Contacting the Hyperfine Technical Assistance Center and Opening a Case
Technical support reporting is available 24/7/365 through the User Interface Application: Report an Issue form, the Hyperfine, Inc. website, phone, or email (see below). Ensure the associated Swoop system serial number is available when reporting a case.
You can escalate via phone after–hours (8:00 PM–8:00 AM Eastern) and weekend support for critical issues.
- UI Application > Report an Issue (recommended): Go to System > Report an Issue and submit a case request from the UI.
- Web (recommended): Report issues via the support form on this site.
- Phone: 866-SWOOP-MR (866-796-6767, option 2 for Product Service and Support)
- Email: support@hyperfine.io