Teleservice

Recognizing the importance of immediate field service response, IMPAX/SK monitors support a revolutionary feature that allows service technicians to communicate with IMPAX/SK monitors in the field via a telephone or wireless Internet link.

Teleservice allows technicians to remotely troubleshoot problems

This Teleservice system enables our technicians to immediately "dial up" 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.

Trends over the past five years have indicated that nearly thirty percent (30%) of IMPAX/SK field service calls are attributed to improper use, setup, or issues related to power problems. Even more important is the fact that the average cost of such a field service visit was $1,150.00 (including 1 day of labor and travel and living expenses). Teleservice gives PTG access to all aspects of the IMPAX/SK unit's operating software, so our technicians can easily determine if a problem resides within the monitor, the installation components, or the actual machine. This means that the Teleservice option can pay for itself after only one use!

Teleservice by Phone

This Teleservice kit requires a phone line being available, so that the IMPAX/SK monitor can be connected by modem. The kit includes the following:

• External dial up modem with cables
• Internal communication cable
• 24 Volt power pack (for desktop diagnosis)

This kit is available for $495.00 per system. Each IMPAX/SK unit connected to the Teleservice system must also have the Teleservice communication upgrade ($395.00) activated in its software. The required telephone line must have its own direct telephone number, which is independent of any digital switching (a dedicated fax line can be also be used temporarily for direct connection purposes). A typical installation of the Teleservice system requires less than one hour, and the update can be installed at our location.

IMPAX/SK monitors supported: IMPAX/SK 2, 4C, and 5

Teleservice by Wireless Internet

Teleservice enables remote diagnostics, and real-time chat with a technician

If it is not possible to use a dedicated phone line, PTG has a wireless alternative available. 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, analyze questionable sensor signals with an available online PC oscilloscope, and view the application with an on-board web camera. With the assistance of a maintenance person, PTG technicians can now fix most any problem that comes up. With online chat setup on the screen, the PTG technician can communicate live real-time instructions to solve a problem quickly, all via the Internet.

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

A typical session of remote service costs $250.00 per day, plus the cost of shipping the laptop to and from your facility. This includes 2 hours per day of online real-time service, and a detailed report showing repairs and recommendations. Additional time is available at an hourly rate.

IMPAX/SK monitors supported: IMPAX/SK 1, 2, 4C, 5, 7 BBX and 100

Full instructions for using the Wireless Teleservice kit come with the kit, and are also available online: IMPAX/SK Teleservice Procedure

Please contact us for more information or to schedule a Teleservice session.