SANRAD has carefully designed its support policies and processes to ensure a responsive, high-quality customer experience with our expert technical support team.

SANRAD V-Care program enables you to log in to an easy online self-service portal. 24 X 7 phone support is available to ensure full business continuity.

Our objective is to respond efficiently to customer requests, share best practices, troubleshoot and quickly resolve potential customer problems.

Submitting a Service Request

If you have an active V-Care support agreement or are evaluating our product, you can conveniently file an online Service Request by clicking here.

You will be asked for your email address, password, and V-Switch serial number (located at the bottom of the V-Switch package). If you do not have a user name or a password, please contact us at support@sanrad.com, provide your V-Switch serial number, and we will issue a new one for you.

After you fill out the Service Request form, your request is assigned a unique case number. The case number is confirmed with you on-screen. A confirmation email acknowledging receipt of your service request will be sent within one hour. Please use this case number when communicating with SANRAD about that specific issue. If you do not receive an electronic response from us within one hour, please send us an inquiry to support@sanrad.com.

Initial response times by the Technical Support Engineer will follow the guidelines of your specific V-Care plan.

24 x 7 Phone Support

SANRAD technical phone support is available to customers covered by all V-Care support contracts. We highly recommend that any Critical Severity One issues, such as a down system, be reported to SANRAD Support via telephone.
The main numbers for SANRAD Technical Support are:

U.S. and Canada: 1-800-471-2616
International: Call direct at 1-650-287-2512

The Technical Support Team is staffed to answer phone requests live (24 x 7). On rare occasions where the staff may be involved serving other customers, we ask that you leave a detailed message including:

• Your name
• Your company name
• Phone number where you can be reached or your pager number
• Support Request number (if the call is in regards to an existing issue)
• A brief description of the problem

Messages are typically responded to within one hour or less.

After entering a service request with a Technical Support Engineer, customers receive a unique case number. The case number will be given to you over the phone and sent to you within one hour in an email acknowledging receipt of your service request. Please use this case number when communicating with SANRAD about that specific issue.

Response Times

The severity of the problem and your V-Care program level will determine the speed of our response. Below are the target time commitments for providing the initial response.