Service and Support Videojet Remote Service

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1 Service and Support Videojet Remote Service For seect Ethernet-enabed Videojet printers

2 Use the power of data and connectivity to drive productivity With immediate access to your printer data, you can now empower faster response times and speed your ine s recovery. 1st to Know 1st to Respond 1st to Recover Videojet Remote Service an innovative soution to hep maximize your productivity. Let s face it, there is never an opportune time for downtime. And no matter how fast you are abe to get back onine, it usuay isn t fast enough. Often, unpanned downtime is triggered by simpe things that can be easiy addressed...provided that you had a itte advanced warning. Imagine for a moment that Your printer coud message you when it needs something. You coud remotey ook into your printer s operating system, troubeshoot and make setting changes from virtuay anywhere. At the touch of a button, you coud have access to an expert who is abe to see what you see, troubeshoot and make changes for you without requiring a service visit. With Remote Service, on-demand operator training and support is aways one push of a button away¹ With Videojet Remote Service, these things are no onger eft to the imagination. Experience a whoe new approach to service with toos that equip and empower you to be the first to know, the first to respond and the first to recover. ¹ Avaiabe during from norma business hours Service cas, nuisance fauts and their most common causes Based on Videojet research, a great dea of printer-reated service visits can be attributed to nuisance fauts. These fauts can occur due to inaccurate configuration settings or gaps in operator training and they typicay occur when changing from one production run to the next. Common fauts incude: Print deay not matching the new package size Inadvertent changes to the print mode Date code entered as text Code printing in the wrong font (reset to defaut settings) Many of these occurrences coud be resoved quicky, without an on-site visit, if the necessary information to diagnose and act was made readiy avaiabe to skied personne. Through software-driven innovation, Videojet Remote Service does just that and heps to quicky get the right information into the hands of the right peope, empowering you to get to the fix faster. 2

3 Immediate visibiity and expertise to hep keep your ine up and running Remote Aerts: Be the 1st to Know Rea-time notification of printer needs, warning or faut conditions Now your maintenance personne can receive emai notifications of printer needs or abnormaities, even when away from the printer. Aerts not ony notify your personne of printer conditions, but by cicking on the ink provided in the aert, they aso can have immediate access to additiona information for investigation and troubeshooting. You can aso: Configure aerts for each recipient Set-up fiters based on duration or frequency of an event Aocate aerts to specific individuas to ensure notifications are sent to "on-ca" personne ony With Remote Aert capabiity, you and your team can have peace of mind regarding the status of your printer. This powerfu too can hep you proactivey address simpe items such as ow ink eves, or quicky asses potentiay compex issues such as missed print warnings that may require immediate action. Dashboards: Be the 1st to Respond Instant visibiity to vauabe printer activity A centra dashboard provides an at-a-gance overview of a connected printers in the faciity, and can be sorted by operationa status. You can easiy dri down for information on a specific printer from any PC with the appropriate network and internet access.* You can earn more about: The current print job Present configuration vaues with recent changes fagged Recent events, warning and fauts Diagnostic information from interna sensors This visibiity too aows you to be the first to respond by enabing you to more quicky identify and correct common configuration errors without eaving your office or traveing to the pant at inopportune times. The too aso coects and organizes ong term performance data that can provide operationa insights. Remote Recovery: Be the 1st to Recover With remote recovery, Videojet expertise is virtuay a cick away Using a secure Virtua Network Connection (VNC), ine operators can grant printer interface access to authorized pant personne for remote viewing of printer detais and making configuration setting adjustments. This access can serve as a powerfu too for team coaboration, troubeshooting, and for quicky making printer adjustments to hep keep your production on schedue. By aowing Videojet access to the printer, you can benefit from: Immediate recovery with remote troubeshooting and repair Improved recovery time in case on-site service is required, with remote identification of potentia faied part prior to technician dispatch On-demand operator training deivered directy on the printer by a Videojet product expert * For technica specifications, visit: 3

4 Sove probems without standing next to your printer The right information in front of the right person can be the key to resoving printer issues and getting a unit quicky onine and ready for a production run. Videojet Remote Service dashboards transmit key setting and performance information to where the probem sover is, instead of making him/her come to the printer. Moreover, data is organized in a manner that makes it immediatey usefu for the user, incuding fagging of areas requiring investigation. A B C A. Focus your attention exacty where you need to, when you need to Pant dashboard shows a connected Videojet printers in the faciity and data can be sorted by operationa status. B. Find configuration errors without eaving your ocation An individua Videojet printer s settings can be easiy accessed with recenty changed vaues indicated. C. Evauate data for operationa improvement Configure printer data based on your areas of interest, and track printer performance over time. D. Spot items that may require intervention Review diagnostic data at-a-gance with out of range vaues highighted in red. D 4

5 Leverage remote aerts and connectivity to improve response time and reduce recovery time Videojet Remote Service aows you to monitor basic printer needs whie away from the production ine. In addition, you can have Videojet monitor critica aerts and proactivey ca you when potentia downtime deveops. Managing Non-critica Aerts (No immediate downtime risk) Managing Critica Aerts (Immediate downtime risk) Printer: Communicates settings, diagnostic information, faut and warning conditions Printer: Communicates settings, diagnostic information, faut and warning conditions Remote Service Appication: Transmits aerts per configured rues Remote Service Appication: Transmits aerts per configured rues ALERT: In-house maintenance ALERT: In-house maintenance and Videojet Technica Support Actions Actions Wak to printer and perform maintenance or repair Access dashboard, view critica information Wak to printer and perform maintenance or repair Videojet cas customer to provide support Use Virtua Network Connection to troubeshoot and resove printer issue Videojet Remote Expert secures Virtua Network Connection through firewa Contact Videojet Technica Support for additiona assistance as necessary If the assistance of a Videojet Service Engineer is required, one is dispatched with the diagnostic data and part(s) to hep expedite issue resoution Videojet Remote Expert troubeshoots and resoves printer issue The above Videojet Remote Service capabiities are avaiabe on seect Ethernet-enabed Videojet printers. 5

6 Straight-forward Videojet Remote Remote Service: Service options A designed perfect around compement the way to your manage maintenance your maintenance mode needs Avaiabe either as a stand-aone service option or as a standard feature to other service agreements, Videojet Remote Service further deivers uptime peace of mind. Videojet recognizes that maintenance modes are not one size fits a. No matter how you approach upkeep and repair of your printers, Videojet Remote Service can hep you do it better. As an add-on, the Videojet Remote Service offering provides immediate and rea-time access to key printer configuration and diagnostic data. This data can empower your maintenance team to move quicker through printer issues, but aso have the support and know-how of Videojet Technica Support experts virtuay at their fingertips. A powerfu combination, Videojet Remote Service can hep you get to the fix faster, and many times without the need for an on-site visit. For customers who manage their maintenance needs in-house, Videojet Remote Service can be a robust too for enhancing the capabiities of your staff. It aows for increased coaboration, simpified troubeshooting, and speedier printer adjustments. And with the coud-based option of Videojet Remote Service, Videojet Technica Support can readiy ook in on your printer data and provide rea-time assistance shoud additiona expertise be required. 1st to Know Remote aert notifications Empowering you to act quicker, inteigent software dispatches immediate emai notifications that inform you of any irreguarities or fauts that coud affect your Videojet printer s performance. 1st to Respond Dashboards Enabing proactive responses, you can now see the status of a the Videojet printers in your pant and dri down to detaied information on an individua unit. Configuration vaues can be quicky viewed without compicated navigation, and performance graphs can track a unit s history and hep identify the cause of downtime events. 1st to Recover Remote recovery With remote access capabiities, your trained personne or Videojet Technica Support can eectronicay access your Videojet printer s operating system, troubeshoot and even make needed setting adjustments for you onine. This virtua access can hep you recover quicker, and often without the need for an on-site service ca. 6

7 Service options designed around the way you manage your maintenance needs Remote Service Start-up Protective Comprehensive Be empowered with immediate aerts and actionabe data for quicker response time and expert-assisted troubeshooting The perfect introduction to peace of mind, ensuring a smooth transition during the adoption of new printers For a team capabe of genera maintenance, take advantage of break-fix coverage pus wear parts repacement Let us take care of everything and enjoy 100% coverage to proactivey optimize printer performance Remote Service Remote aerts Dashboards Remote recovery Expert Assist 24/7 technica phone support Preventive maintenance Break-fix coverage Wear parts repacement Priority service Basic operator training Consutative services and appication support Optiona equipment easing avaiabe Standard Activation optiona Further detais of a Service Products can be found in our product specification sheets and any professiona quotation suppied by Videojet. 7

8 Peace of mind comes as standard Videojet Technoogies is a word-eader in the product identification market, providing in-ine printing, coding, and marking products, appication specific fuids, and product ife cyce services. ur goa is to partner with our customers in the consumer O packaged goods, pharmaceutica, and industria goods industries to improve their productivity, to protect and grow their brands, and to stay ahead of industry trends and reguations. With our customer appication experts and technoogy eadership in Continuous Inkjet (CIJ), Therma Inkjet (TIJ), Laser Marking, Therma Transfer Overprinting (TTO), case coding and abeing, and wide array printing, Videojet has more than 325,000 printers instaed wordwide. Our customers rey on Videojet products to print on over ten biion products daiy. Customer saes, appication, service and training support is provided by direct operations with over 3,000 team members in 26 countries wordwide. In addition, Videojet s distribution network incudes more than 400 distributors and OEMs, serving 135 countries. Goba Headquarters Videojet Saes & Service Offices Manufacturing & Product Deveopment Countries with Videojet Saes & Service Countries with Videojet Partner Saes & Service Ca Emai or visit Videojet Technoogies Inc Mitte Bvd. Wood Dae IL / USA 2016 Videojet Technoogies Inc. A rights reserved. Videojet Technoogies Inc. s poicy is one of continued product improvement. We reserve the right to ater design and/or specifications without notice. Part No. SL br-remote-service-us-0316 Printed in U.S.A.

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