Teleservice

Teleservice allows remote troubleshooting

Recognizing the importance of immediate field service response, IMPAX/SK monitors support a service feature that allows our technicians to remotely access any IMPAX/SK monitor without the expense associated with a technician visiting your plant. When a problem occurs, a service representative can instantly connect to the IMPAX/SK monitor and diagnose most problems within minutes.

This Teleservice feature enables our technicians to connect to your IMPAX/SK unit to remotely diagnose problems, verify setup configurations, and change operating parameters to improve the performance of your system. The Teleservice link is the easiest way to quickly diagnose problems and develop an action plan for addressing the true problem.

Teleservice: Remote Access by Wireless Internet

Remote diagnostics and real-time interaction

Using a laptop provided by PTG with wireless Internet access, a technician can now not only view and make changes to your IMPAX/SK equipment, but can update software and even view questionable sensor signals with an available on-line PC oscilloscope. A camera is also provided to add real-time visual feedback of the application to assist even further in the diagnosis of a problem. With assistance from the customer and on-line chat on the screen, the PTG technician can communicate live real-time instructions to solve a problem quickly, all via the Internet. Critical set-up changes can also be made without having to send in the IMPAX/SK system for service.

The Wireless Teleservice kit only requires good cellphone reception near the IMPAX/SK monitor. The kit includes the following:

• PTG-provided laptop computer
• IMPAX/SK diagnostic software
• Laptop wireless Internet card

Teleservice by Phone

Teleservice is also available as a permanent upgrade for an IMPAX/SK monitor. A Teleservice Upgrade Kit can be installed on an SK monitor, which will allow a PTG technician to immediately dial in to the monitor any time service is required. The kit includes a dial-up modem with the proper communication cables and power supply.

This kit is available for a standard charge per monitor, which covers the kit and a Teleservice communication software upgrade for the monitor. All that is required is a telephone line near the monitor. A direct telephone number, independent of any digital switching, is preferred, but a dedicated fax line can be also be used temporarily for direct connection. A typical installation of the Teleservice system requires less than one hour, and the update can be installed at our location.