Our Services

Openwater provides a combination of included community resources and optional, fee‑based services that complement your device purchase and help your team deploy, operate, and scale Open‑LIFU and related tools with confidence. Community‑based support and open documentation are included with your Openwater device. Annual Support Services and Virtual Training and Onboarding are optional, fee‑based services that you can add to your deployment.

We are here for you at every step of your journey, whether you are setting up your first Openwater system or expanding a growing program. Our services help you unlock the full capabilities of the Openwater platform while staying aligned with best practices in research, safety, and system maintenance.

Openwater offers: (a) Annual Support Services (remote technical support and software support); (b) Virtual Training and Onboarding for your team, and (c) access to community-based support and open documentation. These offerings are provided alongside our standard limited product warranty, which covers repair or replacement of defective hardware only.

Community-Based Support

Every Openwater device purchase includes access to community tools, open documentation, and learning resources that help you get started. You can explore tutorials, example workflows, and open-source projects shared by Openwater and the broader community.

Community support is ideal for teams that prefer self-service learning and benefit from open collaboration. For organizations that need defined hours, structured guidance, and direct remote assistance, Annual Support Services and Virtual Training provide additional coverage.

Annual Support Services

Annual Support Services is an optional subscription that provides enhanced remote assistance and software support for your Openwater device and core software tools. It is separate from the standard limited product warranty, which only covers repair or replacement of defective hardware.​

Included services:

• Remote technical support (up to 20 hours per year) via email and scheduled video calls for issues related to device configuration, operation, and workflows, beyond defect-related warranty support.​
• Remote installation of eligible software updates and patches released by Openwater during the support term.
• Remote diagnosis and resolution of software bugs related to Openwater software.
• Best‑practice guidance on routine checks, care, and basic troubleshooting that can be performed by your staff.

Annual Support Services does not include uptime guarantees or specific response-time service level agreements.

Available for an additional fee:

• Onsite visits or field service of any kind (subject to separate statement of work and availability).​
• Custom development, protocol design, or clinical/research consulting (provided under separate professional services agreements).​

Virtual Training and Onboarding

Our Virtual Training and Onboarding service ensures your team is ready to operate and maintain your Openwater system efficiently from day one. This service is designed for teams with varying levels of experience in ultrasound, neuromodulation, and imaging, and can be tailored to your specific workflows.

Virtual Training and Onboarding includes:

• Four hours of virtual training and set-up support (up to four hours of technical assistance).​
• Training on device operation, safety, maintenance, and troubleshooting.​
• Software and hardware training, including GUI, Slicer, and Python environments, so your team can control Open-LIFU end‑to‑end.

Important: Onboarding, setup, and training must be scheduled and completed within two months of device delivery. In‑person training is available by appointment and subject to additional fees.​

How to Add Services

Annual Support Services and Virtual Training and Onboarding can be added to your device order or purchased later, subject to availability. Pricing and specific inclusions will be listed in your quote or order form, and some services may be tailored based on your deployment needs. Custom engineering, protocol development, and consulting services are scoped and priced under separate agreements to match the complexity and scale of your project.​