Customer Support

Emerald Customer Support Agreement

Our Emerald Customer Support Services Agreement is a complete on-site support commitment that provides clinicians and other users with a point of contact for all OZ Newborn Screening Solutions software-related issues. You make the contact and our commitment is to work successfully to deliver a solution with which you will be completely satisfied. As needed, OZ will coordinate with your local on-site support personnel.

The Emerald Agreement includes:

  • Toll-free technical phone support
  • OZ software updates - as released - to improve features and performance
  • Re-education on all OZ software and updates via OZmosis
  • Quality Assurance Review of OZ software (provided via webinar and on customer request, 1 time per year)
  • Quality Assurance Monthly Reporting (supported by the OZ team for 6 months, with a local admin trained to support your own evaluations of the system's performance)
  • OZ “diligence” software monitoring (enables OZ to proactively contact you when issues are detected)
  • Workflow Performance Optimization review (provided via webinar and on customer request – Emerald 1 time per year)
  • Travel and on-site labor as required to support OZ Software (as defined on the quotation)
  • Ongoing annual OZmosis education – (as defined on the quotation)

Ruby Customer Support Agreement

Utilizing local support personnel from your internal technical departments, our Ruby Customer Support Services Agreement allows you to budget a lower annual cost for OZ software support.

This agreement includes:

  • Toll-free technical phone support
  • OZ software updates - as released - to improve features and functions
  • Re-education on all OZ software and updates via OZmosis
  • Quality Assurance review of OZ software (provided via webinar and on customer request, 1 time per year)
  • Quality Assurance monthly reporting (supported by OZ team for 6 months, with a local admin trained to support your own evaluations of the system's performance)
  • OZ “diligence” software monitoring (enables OZ to proactively contact you when issues are detected)
  • Workflow Performance Optimization review (provided via webinar and on customer request – 1 time during life of product)

The features of the Emerald program not included as part of the Ruby Agreement are available at our current time and materials rates or regular prices.