Smart Monitoring Service

Transcription

1 SMART SERVICES Smart Monitoring Service Increase productivity with real-time remote instrument monitoring.

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3 Life in the lab just got easier with remote instrument monitoring. When one of your instruments is down or not functioning at peak performance, you lose valuable data and time. With Applied Biosystems Smart Monitoring Service, we remotely and proactively track critical system parameters over the Internet and identify potential instrument problems before they affect your lab s efficiency. With a combination of remote proactive monitoring and diagnostics, and Technical Assistance Center (TAC) support, many of our customers are experiencing a significant increase in instrument uptime with the award-winning Smart Monitoring Service.

4 What is Applied Biosystems Smart Monitoring Service? Smart Monitoring is a real-time remote instrument monitoring service that helps you maximize system uptime and improve productivity in two ways. The Internet Firewall Smart Monitoring Agent 1 It notifies Applied Biosystems service engineers and the Technical Assistance Center (TAC) support team when a situation is developing or exists that could lead to instrument downtime. This proactive monitoring allows us to take action before you experience unscheduled instrument downtime. 2 If an instrument fails, the Applied Biosystems TAC team will use Smart Monitoring remote diagnostic tools to help get the instrument up and running as fast as possible. An Applied Biosystems technical specialist will work remotely to identify the problem and correct it. If a service engineer must be dispatched to your site, Smart Monitoring helps ensure that they arrive with the right parts to get the job done fast. The Smart Monitoring Service is available on selected Applied Biosystems genetic analysis instruments, Real-Time PCR systems, and AB SCIEX mass spectrometers. This service is included in our instrument warranty and AB Complete and AB Assurance Service Plans, and is also available on a subscription basis.

5 SMART MONITORING SERVICE WINS BEST PRACTICE AWARD Applied Biosystems was named among the top best practice winners by the Aberdeen Group for excellence in managing and delivering aftermarket services through the Smart Monitoring Service. Firewall Smart Monitoring Applications Smart Monitoring Enterprise LDAP Enterprise Applications The Internet RDBMS Applied Biosystems Support Center Applied Biosystems Service staff access data How does Smart Monitoring work? Designed using leading-edge Device Relationship Management (DRM) technology, Smart Monitoring monitors your instrument using a secure proprietary communication method, in conjunction with the Applied Biosystems software already installed on the PC used to operate your instrument. The Smart Monitoring Agent, loaded on the system when your instrument is installed and activated at your request, communicates with the Smart Monitoring enterprise server at Applied Biosystems Support Center by way of encrypted data transfer over the Internet. The Smart Monitoring application evaluates the performance of your instrument in real time and stores it for trend analysis. If a problem is detected, the system notifies appropriate service personnel. The Applied Biosystems Technical Assistance Center (TAC) team or your Field Service engineer then diagnoses the issue by analyzing data on the Smart Monitoring server performed remotely and without interruption to your lab operation. If further diagnosis is required, the Applied Biosystems TAC team or Field Service engineer can, with your permission, remotely access the instrument workstation and work on the system directly. You may observe the remote service engineer performing these actions on your workstation screen. Once diagnosed, the problem may then be corrected immediately, as in the case of a problem due to a necessary software update or other electronic or PC-related adjustment or maintenance. With your authorization, the remote service engineer can also resolve many issues for you remotely. If a service engineer needs to be sent to your site to repair the problem, the Smart Monitoring Service helps ensure that they arrive on site with all necessary parts.

6 Why Choose our Smart Monitoring Service? Benefits of Real-time Remote Instrument Monitoring With Smart Monitoring, we can help you increase efficiency, maximize instrument uptime, and reduce costs. Automatically monitor performance trends in your system and receive notification of instrument errors or performance issues Easily monitor the performance of the PC associated with the instrument and easily track maintenance requirements and potential issues that may affect instrument uptime Identify and respond to existing and potential problems quickly and easily Decrease time spent with trial-and-error troubleshooting by your staff Decrease unscheduled visits and overtime charges when service representatives proactively diagnose problems and arrive on site with the right parts Avoid loss of samples and critical data Get improved support for FDA 21 CFR Part 11 compliance Improve your labs productivity with automatic custom reporting, including reports on instrument efficiency and performance history (by request) Complete Data Security With Smart Monitoring, we can help you improve efficiency, maximize instrument uptime, and reduce costs. Smart Monitring does not provide Applied Biosystems access to your experimental data Smart Monitoring provides access to instrument system diagnostic information only Available on a Wide Variety of Instruments Smart Monitoring is currently available on selected Applied Biosytems genetic analysis instruments and Sequence Detection Systems and AB SCIEX mass spectrometers. For more information on the availability of Smart Monitoring, please contact your local sales representative. A Smart Choice This premiere service is the first in an expanding line of Applied Biosystems Smart Services. These services expand our instrument support beyond instrument care and maintenance to include services that can further improve your productivity and efficiency by enhancing an instrument s awareness and connectivity to the lab environment. We intend to expand such services to provide remote control, advanced diagnostics, and real-time lab optimization and analysis. Smart Monitoring Increases Uptime Enhance System Uptime with Remote Monitoring The Broad Institute uses Applied Biosystems Smart Monitoring for the monitoring and maintenance of 117 Applied Biosystems 3730 DNA Analyzers. Comparing a 4-month period of operation with and without Smart Monitoring, the service enabled the Broad Institute to increase uptime by 3.8%, significantly increasing the return on their technology investment. With Smart Monitoring Without Smart Monitoring

7 Customer Focus We measure our throughput by comparing our actual number of runs to a calculated number of potential runs that should be possible when we ve taken into account instrument availability, downtime for maintenance, sample loading, and other planned downtime. Smart Monitoring has contributed significantly to our throughput by helping us to maximize instrument availability. We were able to increase instrument uptime by nearly 4% in a matter of months. We re very conscious that we need to leverage our public funding and give the best return on those public dollars Smart Monitoring helps us to do that effectively. We have over 75 instruments connected to the Smart Monitoring Service. The software associated with the service is easy to use and self explanatory. If someone s me about a problem, I can log on to the Applied Biosystems website and view the error messages associated with a particular instrument. I can then have a more detailed and valuable dialogue with my colleagues about the situation rather than trying to troubleshoot entirely based on word-of-mouth descriptions. If an engineer does need to visit, being able to diagnose the problem remotely means they can turn up with the right part, and avoid having to come back. Tyler Aldredge, Manager of Production Sequencing Broad Institute Chris Clee, Sequencing Facility Manager Wellcome Trust Sanger Institute Cambridge, UK The Broad Institute s mission is to empower creative scientists to construct new powerful tools for genomic medicine, to make them acc ssible to the global scientific community, and to apply them to the understanding and treatment of disease. The Institute is a research collaboration involving faculty, professional staff and students from throughout the MIT and Harvard academic and medical communities. It was founded in 2003 through the far-sighted generosity of philanthropists Eli and Edythe Broad. The Wellcome Trust Sanger Institute is one of the leading genomics centers in the world, dedicated to analyzing and understanding genomes. Established in 1992 by the Wellcome Trust and the Medical Research Council, the institute is headquartered in Cambridge, UK, and conducts large-scale sequencing analysis and focused research and collaborations that underpin biological and medical research worldwide.

8 Let us monitor your instruments so you don t have to. With real-time troubleshooting and problem solving, Applied Biosystems Smart Monitoring can help predict instrument failures, improve speed of repairs, reduce the loss of samples and reagents, and help ensure the accuracy and quality of results. To learn more about our Smart Monitoring Service and Service Plans, please contact your local sales representative, [email protected], or call , options 1, 4. You can also contact the Applied Biosystems Technical Assistance Center (TAC) at , option 4, or [email protected] For Research Use Only. Not for use in diagnostic procedures Applied Biosystems. All rights reserved. Information subject to change without notice. Applied Biosystems and AB (Design) are registered trademarks of Applied Biosystems or its subsidiaries in the US and/or certain other countries. Applied Biosystems/MDS Analytical Technologies is a joint venture between Applied Biosystems and MDS Inc. Printed in the USA, 10/2008 Publication 121MI11-06 Headquarters 850 LIncoln Center Drive Foster City, CA USA Phone Toll Free International Sales For our office locations please call the division headquarters or refer to our Web site at