Customer FAQ's
Here are some commonly asked customer questions. If you do not see your question posted, please call customer support for further assistance at 877-710-6999.
- The ARES Device is FDA approved for ages 18 and up.
- You can add the questionnaire after you have uploaded the study by going to the pending studies queue, locate the patient, click on the green plus sign
, and click "Add Questionnaire".
- What Internet browsers can I use for the Watermark Portal?
- When accessing the Watermark Medical Portal, we recommend using Google Chrome for best results. The portal will NOT function properly with Mozilla Firefox, Microsoft Edge or Apple Computers.
- You can add the questionnaire after the report is available only if the report has NOT been interpreted by a board certified physician. Locate the report in the 'Reports' > 'Study Reports' queue, click on the green plus sign
- The portal does allow you to change demographic information, which can be found under “Modify Study Info”. However, the DOB cannot be changed if an interpreting physician has signed and released the report.
- What Type Device is the ARES?
- The ARES Device is a Type III.
- How many channels does the ARES device have?
- The Standard ARES Device has 9 channels.
- The Effort Belt ARES Device has 7 channels.
- Please contact customer support at 877-710-6999.
- Reports are viewed with a PDF viewing software (web-based or currently installed on your machine). Verify you have the latest version of a PDF viewer installed on your computer. You can also download the latest version of Adobe Reader directly from the Adobe website- just CLICK HERE . -* Note- This action may require administrator privileges.
- If your account has been setup with an administrator, the admin user can add or remove users and reset passwords. if you have set up your secure password reset credentials you can reset your password manually - Click HERE for instructions to set up your security questions (Please note- you have to be logged in to start this process). If you do not have an administrator or have not yet set up your password reset credentials, you will have to call customer support directly for security purposes. We can be reached at 877-710-6999 Monday-Friday 8am-8pm EST.
- If you do not have contact information for you local Watermark Medical sales representative please contact customer support for assistance at 877-710-6999.
- Orders for sleep kits can be sent to orders@watermarkmedical.com or you can contact your Watermark Medical sales representative. If you do not have contact information for your sales rep, you can contact customer support directly for assistance at 877-710-6999.
- Yes, the patient can still use the device. Be sure to follow the cleaning procedure located in the ARES Product Guide after each use.
- The device cannot be used with a mask that covers the nose and/or mouth. However, if the feed is through a cannula, the device can be used with physician approval.
- No, the patient needs to leave the device ON. If the device is turned OFF for more than 5 minutes during a study night, the report will show it as two separate nights.
- Make sure the patient/client is not holding the ON/OFF button down until they hear a voice from the device. They should remove their finger immediately after pressing the button.
- Yes, when you generate your screener link it is opened in a new email. Copy the url and hyperlink it wherever you would like to use it.
- When cleaning a device, how do we ensure that the internal part of the machine is not contaminated?
- The hydrophobic and antimicrobial filter built into our cannula removes microscopic particles before entering the device. It is FDA cleared for this purpose. .
- Can the IP edit a Report that has already been reviewed.
- yes, Client will go to Home sleep tab > reports > study reports; Mark study Available; Support can then change the status back to IP Pending and the IP Dr. can go back in and edit the report as necessary