Do you have questions about Paul and our company? Here you will find all the Frequently Asked Questions. If you can't find what you're looking for, you can contact us via online form.
If you can't find what you're looking for, you can contact us via online form.

General Questions

Do you have any questions?

How much does Paul cost?

This varies somewhat from country to country. However, we will be happy to send you an individual offer or refer you to one of our distributors.

What else do I need to train with Paul?

Nothing, except your normal equipment for the care of premature babies. Paul comes "ready-to-use", with router, control laptop, vital monitor and simulation stethoscope.

What can't I train with Paul?

In principle, you can train with Paul all conceivable care strategies and emergency scenarios in neonatology. 

Do I need to integrate Paul into the IT of our hospital or simulation centre?

No. A question that always worries hospital IT. Paul works via the included router in an island network that does not require integration into the hospital network. Internet access is only needed for a software update that is carried out via remote maintenance. However, this does not have to be done at the clinic.

Is Paul a medical device?

No. Paul is not covered by the Medical Devices Act as he has no contact with patients. It is considered a "teaching aid" and has CE and UL certification.

What do I do if Paul is defective?

As we organise simulation training ourselves, we know how troublesome it is when a simulator does not work as it should or is defective. If you have purchased a maintenance contract with Paul, we will send you a loan unit immediately and you will send your Paul back to us in the transport box for servicing. The transport costs are included in your maintenance contract.

SIMCharacters Care

Can't find what you're looking for?

What types of SIMCharacters Care maintenance contracts are available?

As simulation trainers, we were customers ourselves for years and therefore believe that maintenance contracts must be easily understandable and add value for our customers. That's why we only have two contract variants, which only differ in term (2 or 5 years).

What services are included in the SIMCharacters Care maintenance contracts?

The contracts include a warranty extension, the costs for repairs, software updates, transport costs, a loan unit if required and a one-time (2-year contract) or two-time (5-year contract) complete refurbishment of your simulator. Detailed information can be found here. here.

How can I extend my maintenance contract from 2 to 5 years?

This is possible at any time. Just send an email to info@simcharacters.com and we will be happy to send you an offer.

I already own a Paul. Is it possible to retroactively conclude a maintenance contract?

Of course, this is possible at any time within the first year. We know how tedious it is sometimes with budgets... It's up to you whether you sign the 5-year contract right away or first a 2-year contract and then extend it to the 5-year contract.


Can't find what you're looking for?

My Paul seems to be defective. Where can I get the damage repaired?

Simply contact our support team either by email at support@simcharacters.com or by phone & WhatsApp at +43 1 58120 94 0.

My Paul was accidentally given fluids. What should I do now?

Please switch off your Paul immediately via software or the included magnet and don’t turn it on again. Please place Paul’s head ideally with an 45° angle upwards and contact our support team by email at support@simcharacters.com or by phone and WhatsApp at +43 1 58120 94 0.

How do I get the latest software update for my Paul?

Our support team is at your disposal for software updates. Simply send us an email at support@simcharacters.com and we will contact you immediately to arrange an appointment for the software update.

How does the software update work?

We will arrange an appointment for you and carry out the software update via remote maintenance. To do this, you need to connect Paul's router to the internet and our support team will then take care of everything else.