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Customer Services Portal


Manage the performance and service needs of your Philips products across modalities, anywhere, anytime

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Contact information

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By specifying your reason for contact we will be able to provide you with a better service.

We work with partners and distributors who may contact you about this Philips product on our behalf.

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Final CEE consent

Request access to the Philips Customer Services Portal

Please fill out the request form below and our support team will create your account.

* This field is mandatory

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Contact details

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Company details

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[1] This information is required for identifying your facility in our systems and providing access to relevant Philips equipment in the portal. Installed Product number, Asset number, Site ID or Tech ID is the reference on the equipment. These reference numbers may appear on previously received Customer Service Reports, or on the documentation for the equipment. At least one number/ID per facility must be provided. You can also use 'Additional remarks' field to request access to multiple facilities, specific equipment categories etc.

Philips respects your privacy and will process your personal data in accordance with the Portal Privacy Notice.
Please read the Portal Privacy Notice for more information.

Once you submit your request, you will receive a confirmation message.

Driving Service, at Your Fingertips


When it comes to improving patient and staff experience, and managing equipment to peak efficiency, Philips has great news. We’ve added new, useful features to our Customer Service Portal! Easy access to documentation for patient care-critical equipment, enhanced reporting capabilities, and information that spans modalities at various levels – case, contract, warranty, and more.

Elevating your customer service experience

Other New Features 

Generate End of Life statements

Calendar views per location, account, and installed product

Submit requests for supplementary services (e.g. training)

Export of maintenance visit details to your own calendar

Add images and PDF files when creating / updating a case

Export of list views of installed products and cases

Login to the portal anywhere, anytime

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Create cases
Manage cases

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Manage Philips and
multi-vendor products

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Reporting and analytics

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View contracts by modality, location or individual equipment

Customer Services Portal

Driving service, at your fingertips

Why choose the Customer Services Portal?

Customer testimonial: Erik Dupont

Erik Dupont

 

Erik Dupont, Medical physicist at Zeeland University Hospital, uses Customer Services Portal to drive operational efficiency, predict lifetime of equipment and reduce downtime at the same time.

 

Watch video

The Portal is a tool that extends the communication with Philips. We see it as a tool to get rid of time wasting procedures. It improves the information flow and it helps getting data from service."

- Erik Dupont, Medical Physicist, Zeeland University Hospital, Denmark

Frequently Asked Questions 

What is the Philips Customer Services Portal?

Proper management of service activities across your various imaging systems and software is critical, yet challenging.  Philips Customer Services Portal makes life easier by giving you one place from which to manage your assets.

 

Always there, always on

Available 24/7, regardless of where you are located, the Customer Services Portal helps you to see which of your organization’s assets are up and running – or to order service for those that are not.


The Customer Services Portal enables better decisions for your medical equipment and related services, and enhances your operational performance by streamlining workflow. It’s always there, always on.

 

Understanding your needs, designed for you

To truly understand your needs and provide the best response, we sought your advice. Based upon your feedback, each subsequent Customer Services Portal release will present new opportunities for even greater control over system uptime and productivity via online coordination.

What are user accounts?

There are two roles defined in Customer Services Portal:

 

• Customer Portal User (CPU): a user that has access to the Customer Services Portal. The CPU can see the accounts of the Customer Services Portal Parent account that are assigned to this account.

• Customer Portal Manager (CPM): this user has the same functionality as a CPU, in addition the CPM is also able to handle user management for this parent account: create new CPUs, change account assignment and disable accounts. 

Which browsers are supported?

Browser

Version

Internet Explorer

9 or higher

Google Chrome

All

Firefox

All

Glossary

Terminology

Description

Asset Description

Philips internal asset description

Asset ID

Philips internal asset number

Case - Priority

1 - Critical Need
2 - System Down
3 - System Restricted
4 - Intermittent problem
5 - Scheduled Activity

Case activity -Type

Problem Reported by customer
Safety Question
T2 Activities
External Remarks

Case Number

Philips internal case number

Case Origin

Phone: case reported via Philips Customer Care center by phone

Web: cases reported via Customer Services Portal

Case Status

New: Case is logged.  

In Process: Philips Service Engineer is handling the case

Fixed: Reported issue has been solved.

Closed: Case is closed and archived.

Custom Asset Name

Customized asset name entered by Customer Portal Manager

Event Type

Corrective Maintenance
Preventative Maintenance
Field Change Order
Installation
Application Support
Customer Information
Contractual Upgrade

Expiration Status (Contracts)

Green: >90 days from today

Yellow: >30 and <90 days from today

Red: <30 days from today

Functional Location Description

Physical location of the device/asset as per Philips install base records

Install Date

Installation date as per Philips install base records

Line Item Description

Description of the Philips contract

Line Item Number

Entitlements number from Philips Contract Number associated to this asset

PO

Purchase Order

Product Modality

Group of Product family such as:
MR: Magnetic Resonance
US: Ultrasound,
CT: Computed Tomography
IXR: Interventional X-Ray

Report Closure Date

Closure date reported by Philips Service Engineer

SAP SWO

Internal Philips SAP reference number

Serial Number

Serial Number of the Asset

Service Contract

Philips Service Contract Number

Service Performance & Quality Report

If entitled for your asset, you're able to download the Service Performance and Quality Report for this asset

Service Type

Onsite
Remote
Bench repair
Parts Only
Sub-contractor service

Ship To

Account to which the contract has been sold to

Status

Active, Inactive, …

Technical ID (Tech ID)

Philips internal technical ID

UDI

Unique Device Identifier

Do the 1EMS CS Portal and the SMx CS Portal have different URLs?

No, both CS portals can be accessed using the same URLs.

How long are the Activation and Password Reset mails active?

The 'Login and create password'/'Login and renew your password’ buttons in the account activation/password reset mails are active for 24 hours upon receiving the mail. Once expired, a password reset request must be submitted (see respective mail for contact details).

What is the policy around passwords?

A password must be updated every 90 days (upon setting a password) adhering to the Philips IT Security Guidelines. A password must be at least 8 characters long and must contain at least one:

  • Number
  • Special character
  • Lower case character
  • Upper case character

As I did not login for some time I had to request a password reset. Now I still cannot access my account... what happened?

In order to reduce the risk of owning unused licenses, the portal automatically deactivates user accounts that have been inactive for more than 120 days. With this deactivation, the account assignment is also removed, which is why a user would experience the portal without any data. Please contact your local portal help desk to re-assign your account.

I see accounts in the account list that I don't recognize... what happened?

In the CS Portal, installed products are linked to accounts (the owner) with a location. In addition, contracts and warranties are also linked to the installed products. As it is possible that a contract and/or warranty is associated with an account other than the account of the installed product, these (other) accounts are shown as well. An example could be a CT scanner that is owned by account 'A' but the service contract is with account 'B'. In this case, the portal will show both accounts.

Can I log into the old and the new portal using the same user-id?

No you can't. Although it is possible to access both the old and the new CS portal, this can only be done using two different user-ids (you can, however, use the same URL for both portals). Keep in mind though that in the old CS portal you will not be able to create cases. Also, as soon as the new CS portal goes live in your country, neither installed product data (the assets), nor contracts nor cases will be updated in the old CS portal.

Which roles exists and what is the difference from an authorization perspective?

Like the old CS Portal, the new CS portal recognizes 3 roles, each with different capabilities as shown in overview below.

Role

Create Cases

C​​reate/Manage User

Maintain IP Custom Details*

Viewer

No

No

No

User

Yes

No

No

Manager

Yes

Yes

Yes

*The IP Custom Details contain the customer's description of a piece of equipment, reference number and location (Installed Product).

I am unable to open the CFDs from the CS Portal. What should I do?

It is likely that your browser has the 'Pop-Up-Blocker enabled. Please check your browser setting and make sure that Pop-Ups are allowed for https://www.customerservices.philips.com

Where can I find case details from cases created/closed in the legacy system?

These historical cases are not available via the generic case lists. They can be accessed via the 'Historical Cases' button of the Installed Product details pages.

Let's talk

Interested in our services? Have a question?
We'd be happy to help you.

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