System service and support in minutes not days
Sometimes instruments need attention. Unplanned downtime can be a major concern. When a system is not operational, your lab suffers a loss of productivity and revenue generating analysis. However, your laboratory doesn’t always need onsite support to address your instrument issues. SCIEX Now Visual Assist puts a SCIEX service engineer in front of your mass spectrometer, capillary elctrophoresis or liquid chromatography system right away, reducing any delay and potentially getting your system back online in minutes not hours or days.
SCIEX Now Visual Assist is an augmented reality (AR) powered technology integrated into the SCIEX Now service call management system. This technology allows a SCIEX Now Technical Assistance Center (TAC) specialists to visualize the issue on your system through a mobile phone and perform activities such as annotating, zoom in and out of still images and capture video.
An AR powered technology for support and solutions in just moments
SCIEX Now Visual Assist complements your SCIEX servicing contract that delivers the following:
- Enables visualized support from a SCIEX TAC specialist via the camera on your cell phone or tablet.
- Visualizing your instrument remotely enables a quicker diagnosis of the issue and increases the likelihood of a remote fix or a first visit repair if needed.
- Includes real-time zoom in and out, annotation functionality for added description and guidance. Photo and video capture, and diagram sharing.
- Secure connection where camera access must be authorized by you for each connection.
How SCIEX Now Visual Assist works
When you initiate a request through the Visual Support app, the connection is enabled through the Visual Support universal mobile app, which is a generic native application for iOS and Android. The application is available for free in the Apple App Store and in the Google Play store.
The Visual Support app makes every Android and iOS mobile device ready for visual interactions. To start an interaction, the Visual Support app is launched via a URL in a mobile web page or via SMS. It is designed to be an extremely lightweight application which makes it ideal for a rapid download over mobile connectivity.
The Visual Support app allows the TAC representative to see a video feed of what you are seeing, either by leveraging the back camera of your cell phone or by sharing your screen. During the interaction, customers and TAC representatives can leverage advanced capabilities such as:
- HD audio
- Video frame rate auto adapt
- Screen sharing and co-browsing
- Live remote pointer
- Two-way drawing and annotations
- Pause the video and save photos and pictures
- Session recording
Visual Assist security
Each connection must be authorized by the user before the camera can be accessed. The app does not allow the TAC representative to access any data stored on your device. The only data that can be accessed by the Visual Assist application is that which is part of the live video call (such as live video data and stills) or, if this option is enabled, the streaming of mobile screenshare data (Android only).
The end user has the option to store video and audio data only, with explicit permission, via a streaming function to the TAC representative. No other file types can be shared. The app does not permit remote takeover of a device (outside those enabled by the application, such as the ability to remotely enable and disable the smartphone flashlight) in any way. At no point is the TAC representative able to control the phone outside of the Visual Assist application..
At all points during the video session, video and audio traffic between the Visual Assist mobile application are encrypted by industry-standard SRTP encryption within an HTTPS tunnel.
SCIEX Now Visual Assist
Experience the power of SCIEX Now Visual Assist, an integral part of all our service contracts. Combined with StatusScope remote monitoring service, our comprehensive solution ensures optimal instrument performance, providing you with unparalleled support and peace of mind.
The Remote plan is our basic plan for SCIEX Now Visual Assist and StatusScope for limited budgets. The services are also included in our more comprehensive plan.
The SCIEX Remote plan gives you access to telephone and online support, StatusScope remote monitoring service and SCIEX Now Visual Assist to help identify and solve problems faster and with more confidence.
StatusScope remote monitoring service
The StatusScope remote monitoring service from SCIEX is a real-time instrument monitoring service designed to give you end-to-end visibility on the critical parameters of both your research instruments and assays. Access is fully integrated into your SCIEX Now dashboard, giving you a complete picture of your connected SCIEX instruments, support issues and training.