Support

Basic Email Support

Fundamentally, every Partner is granted technical assistance for Nia's products and services through email correspondence. Initial responses to technical support inquiries via email generally occur within 24 hours, with subsequent replies becoming even more prompt as the dialogue progresses.



MMS Support via WhatsApp or iMessenger

Those who have recently acquired Nia's products and services can connect with Nia's support representatives through multimedia messaging services (MMS) such as WhatsApp and iMessenger. The response times for inquiries from partners using MMS are expedited compared to the Basic Email Support option.

Remote Meetings - Zoom, FaceTime, Google Meets and Microsoft Teams Face-to-Face Meetings

With a subscription to Nia's Enhanced Technical Support, Partners can avail themselves of technical assistance through scheduled meetings, offering a means to address various hardware and software technical support issues.

Program Management

As part of an enhanced deployment arrangement for 3D PrintAbility, Partners can opt to enlist Nia for remote Program Management services to facilitate their transition to digital technologies in their orthopedic workshop. In the role of Program Manager, Nia will supervise the advancement of digital fabrication of prosthetics and orthotics in the Partner's workshop. Collaborating closely with the Partner, Nia will establish digital fabrication protocols and ensure adherence to best practices. The Program Management scope includes:

• Conducting weekly status calls and technical support reviews with the Partner (via Remote Meeting services listed above) ;
• Monitoring and reordering of consumables;
• Providing assistance with ordering and replacing hardware parts subject to wear and tear;
• Generating reports for the Partner's management team;
• Conducting site visits as determined at the beginning of the Program Management Term;
• Implementing and monitoring a database used for collecting data on each digitally produced device (critical for management, research, and reporting to funders);
• Carrying out permission-based mirroring (syncing) of the Partner's NiaFit client management database, which includes anonymized case files such as scans, models, and devices produced.

Teams - Nia Community Sharing of Information, Updates and Files

Nia has established and continues to maintain a Microsoft Teams (Teams) workspace, providing a platform for real-time collaboration, communication, meetings, and the sharing of files and apps. This resource is offered free of charge to Nia Partners.

Nia's Teams platform encompasses, but is not limited to, the following features:

• Chat and Calls
• Posts, Questions, and Answers
• NiaFit Video Tutorials
• Complementary Software How-To Video Tutorials
• Hardware Maintenance Links
• File Sharing and Sample Files
• NiaFit Software Updates
• Utility Software (e.g., 3D printer slicing software, mesh modeling software)
• Printer and Scanner Drivers
• Print Profiles tailored for supported printers, nozzles, and filaments