Da Vinci Services and Support

Reliable real-time support for your program

Intuitive’s services and support help you run efficient, effective surgical programs. We strive to provide you with the most reliable real-time support and resources. A da Vinci care plan provides value by helping your hospital maintain system uptime.

Service technician maintaining a Da Vinci Xi system

Da Vinci care plan options

Optional care plans are available for your da Vinci system. Da Vinci Complete Care includes a tenured and experienced support team response, connectivity, maintenance, and an online customer portal. We also offer da Vinci Premium Care for high-volume surgery programs, and a da Vinci Essential Care plan for lower-volume programs.

Included in every care plan:

On-demand experts

24/7 access to our technical support team, 365 days a year. Responsive field service engineers provide peace of mind. Via remote access and real-time diagnostics, we can rapidly diagnose and, in some cases, fix issues over the phone.

Proactive services and maintenance

As you perform your next robotic case, possible disruptions have already been avoided. At no additional cost via your Service Care Plan, we monitor your system to keep it running at peak performance. With system performance data collected from more than 12 million da Vinci robotic procedures, we are uniquely positioned to consistently deliver greater than 99% uptime globally.¹

Operational support

Support and consulting services protect and maximize your robotics program investment. Accessing and using your program data, optimizing your I&A inventory, and training staff in sterile reprocessing—all of these actions help drive savings and efficiency.

Frequently asked questions

Is support included in a da Vinci system purchase?

Da Vinci support is an incremental investment enabling hospital robotics programs to maximize their investment by keeping the program running efficiently. A comprehensive care plan further enhances the quality of care provided in your operating room by ensuring system uptime.

What are the differences between da Vinci services and other options?

Our Complete Care plan is more than break-fix. In addition to the included technical support, repairs, parts replacement, and preventive maintenance, Intuitive provides:

Proactive monitoring and repairs
Remote software updates
Advanced Exchange Program
My Intuitive Customer Portal access
Sterile reprocessing support

How often do customers have system issues?

Intuitive maintains greater than 99% uptime globally.¹ Product performance data drives continuous reliability improvements in both software and hardware.

Ion systems: what support is available?

The following features are included in an Ion system care plan:

Labor and travel
System inspections
Software reliability updates
Software feature upgrades
Technical support
Instruments and accessories support
My Intuitive Customer Portal
Guaranteed response time
Expedited parts shipment
Labor hours (Monday-Friday, 8am to 5pm)

Additional resources for da Vinci support:

My Intuitive Customer Portal

Access the My Intuitive Customer Portal to explore new ways to manage your inventory.

About the portal

OnSite

Connects the da Vinci system to our support team to solve problems and maximize system uptime.

About OnSite

Product user manuals

Download guides, instructions and documentation for your da Vinci surgical systems and instruments.

Find your user manuals

Contact Us

Questions about your Service Care Plan benefits or OnSite technology? Contact Intuitive Services at: customerservice@intusurg.com

Email Intuitive Services

As of December 2023.

Disclosures and important safety information

Important safety information

For product intended use and/or indications for use, risks, cautions, and warnings and full prescribing information, refer to the associated user manual(s) or visit https://manuals.intuitivesurgical.com/market. For summary of the risks associated with surgery refer to www.intuitive.com/safety.