在我们的 Connected Care 服务中，我们致力于通过各种方法为客户提供支持，包括电话支持、远程故障排除和现场服务。我们拥有多种与客户建立联系的通道，从而灵活且可靠地提供服务，使我们能够快速响应您的技术需求。
了解 Connected Care 服务的数字化和远程要素的更多信息：
Many customers prefer to place a service request via email because they can submit it at any time of the day and copy others in their group, including their primary engineer. This provides everyone with another layer of tracking and serves as a pass-down within their group. (Please note, email requests made outside of contract hours will be opened on the next business day.)
Learn more about digital and remote elements of our services:
RAPID (Remote Access Program for Interactive Diagnostics) is a service program that gives instrument users remote support from Thermo Fisher Scientific. The program provides access to remote service engineers (RSE) and application specialists through a robust VPN connection. RAPID reduces the time to solve problems, allowing instruments to be up and running at all times. With the consent of the user, a trained RSE can perform several actions using RAPID:
- Take over the Customer Instrument screen remotely to provide the required support
- Run service test software and diagnostics on Customer Instruments
- Optimize Customer Instruments performance
- Check and modify Customer Instruments settings
- Patch and upgrade software
- View Customer Instruments images
You can invite a specialist from Thermo Fisher Scientific to a RAPID support session from anywhere in the world, reducing the time to troubleshoot problems.
For technical questions regarding the setup and infrastructure of RAPID, send an email to MSD.email@example.com.
RAPID support personnel are available to discuss security issues and help with the necessary network configurations.
Customers with a current Thermo Scientific service agreement can register for RAPID now.
“RAPID is probably the biggest thing we go to first…that has helped us so much, and in a lot of cases we can resolve things right away.”
Teresa Sawyer, Oregon State University
System Remote Monitoring is included in all Accelerate and Advance service packages, available for Single Particle Analysis, Cryo tomography, iSPA, and FIB SEM workflows. Through this service, our technical experts can monitor critical system parameters. If anomalies are detected, our service team will quickly respond to maintain system uptime and prevent disruptions.
“We use the Monitoring System to discover the problem and then we have faster response from an engineer on-site to fix the problem.”
Peiyi Wang, SUSTC
The Connected Care Portal is a secure, web-based portal that delivers insights about system health, productivity and more, so you can confidently achieve more with your instrument every day. The Connected Care Portal is also included in all Accelerate and Advance packages for Single Particle Analysis, Cryo tomography, iSPA, and FIB SEM workflows.
Scientific Workflows App
A winning workflow must combine cutting-edge technology with operational excellence. Our unique Scientific Workflows App will keep your users working efficiently, ensuring that the help they need is right at their fingertips.
This app is a workflows assistant which can be carried along through the entire workflow. This cloud-based application, with continuous updates, predicts the best workflow based on given system configuration and sample/grid type. And based on the process results (operator observations), the application provides workflow improvements and recommendations to optimize the process.