Customer support

Support from the moment you become a customer

Focused on solutions for you with the patient’s needs in mind. We provide technical and clinical support from the moment you become a customer.

What does this mean for you?

A direct and personalised line of communication with a Dedicated Customer Service Specialist ensures a prompt response to customer needs

A dedicated team of multi-lingual Customer Service Representatives

Supporting you throughout the journey

With our dedicated ONE team and range of training solutions the frontline user will feel confident delivering ECP Immunomodulation to patients

Our support to you includes:

On-site initial training for nurses, ECP specialists, physicians and other HCPs

Periodic on-site training to maintain confidence in delivering immunomodulation

Constant on-site procedural support, including bespoke training for treating special patient populations

Multilingual hotline offering rapid support and troubleshooting services from the same experts who visit you on-site

We listen to customer feedback to ensure that our fully integrated ECP systems are evolving to meet customer needs

Access for operators of all experience levels to a range of product, training, and educational materials

Maintenance & technical support as and when you need it

Our dedicated team of service engineers and support staff have unique experience on the THERAKOS System and can help you get the most out of your system. As well as system installation, maintenance and upgrade support, the team will perform scheduled and preventative maintenance, as well as on-site repair when needed.*

*Usually within 24 hours for critical repairs Mon–Fri, and as agreed for non-critical repairs.
ECP, extracorporeal photopheresis; GMT, Greenwich Mean Time.

Our multi-lingual Customer Service Team are available as follows:

Customer Service Team from 9am to 6pm, Monday to Friday (GMT+1)

Technical and Clinical Service Team from 8am to 5pm, Monday to Friday (GMT+1)

TECHNICAL AND CLINICAL SUPPORT

For enquiries relating to to instrument support, training, maintenance, and installation, please contact the hotline at:
INTERNATIONAL TOLL-FREE: 00800 84372567 (Accessible from most countries in Europe and The Middle East)

Support
in English:

  • +44 154 860 0009

    0808 238 6011
    (Toll-Free within the UK)

  • +44 208 338 0479

  • ecphelp@therakos.com
    (For enquiries only)

Unterstützung
auf Deutsch:

  • +49 32 221 093 619

    0800 181 1715
    (Gebührenfreie Telefonnummer von Deutschland aus)

  • +49 61 097 009 318

  • ecphelp@therakos.com
    (Nur für Informationsanfragen)

Support
en français:

Supporto
in italiano:

  • +39 05 1042 0666

    800 149 844
    (Numero verde gratuito dall’Italia)

  • ecphelp@therakos.com
    (Solo per richiesta di informazioni)

Product orders, deliveries & invoicing

For enquiries relating to product orders, deliveries or invoicing please contact us at:

Support
in English:

Unterstützung
auf Deutsch:

Support
en français:

Supporto
in italiano:

For billing enquiries please contact CritCareTKS-accountsreceivableEU@mnk.com

ADVERSE EVENTS

To report an adverse event please contact us at:
INTERNATIONAL FREEPHONE: 00800 84372567 (Available from most countries in Europe and Middle East and Africa)

Support
in English:

  • +44 154 860 0009

    Within the UK:
    0808 238 6011

Unterstützung
auf Deutsch:

  • +49 32 221 093 619

    Innerhalb Deutschland:
    0800 1811715

Support
en français:

  • +33 18 288 0867

Supporto
in italiano:

  • +39 051 042 0666

    All’interno dell’Italia:
    800 149 844

Asistencia
en español:

  • +34 932 20 2094

    Dentro de España:
    800 600 798

MEDICAL INFORMATION REQUEST

For medical enquiries relating to Mallinckrodt products please contact us at medinfo@mnk.com

GENERAL
ENQUIRIES

You can get in touch with us by using the form or calling us at:

  • +44 1784 614060

This request form is provided for your convenience to submit an enquiry directly to Therakos. This form is not intended to be used to report a product complaint, adverse event or to request immediate assistance with a patient treatment. No patient identifiable information should ever be included in this form.

Name
*Email
Phone:
Country:
*Message: