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PROService Remote Management

 

PROService for Diagnostics arrow

arrow  PROService is Beckman Coulter's remote service tool that helps to improve your laboratory system uptime.
arrow  When your system is not working properly, we can troubleshoot and fix it faster.
arrow  PROService is provided at no additional cost* to you.
 
How PROService Can Benefit Your Laboratory

arrow  May help reduce and shorten customer-initiated service calls
arrow  May help resolve instrument issues immediately without the need to wait for a service visit
arrow  Faster repair times
arrow  Help protect instruments from data security and virus threats
arrow  May enable additional remote connectivity capabilities such as Metering and Analytics
 

Learn more >

Karen Benson, St. Joseph Medical Center
"Anything that speeds an instrument's return to full operation is glorious—expecially
for us, since we don't have any other hospitals close by to ship samples to," said Dina.
"ProService really saved the day."
Karen Benson, Medical Technologist Coordinator for Chemistry, St. Joseph Medical Center


ProService Remote Service Application General Information
RMS PROService Technology, Architecture and Security Information
ProService Remote Service Application FAQ
 




*Beckman Coulter does not charge any fee to implement PROService. However, your IT department may incur expenses by preparing your laboratory for PROService

 

PROService features arrow
Intelligent Diagnostics

PROService elevates your support experience beyond the traditional model of over-the-phone troubleshooting.

Service Dashboard
Intelligent algorithms embedded in the Service Dashboard allow Beckman Coulter Service and Support staff to spot trouble areas and rule-in/rule-out sources of error. Interactive icons allow the support staff to drill down to the root cause of the issue to help resolve it.

 

Proactive Diagnostics

PROService can also identify some future instrument issues, allowing them to be addressed before they further impact the efficiency of your laboratory.

PROService Triggers are sophisticated algorithms that scan the incoming stream of instrument data for potential causes of downtime. When the criteria of a Trigger are met, PROService automatically notifies our Service and Support staff so we can further investigate and address the potential issue.

Whether the problem is addressed through preventative action taken by you or by a routine visit from our Service and Support staff, the result is the prevention of future instrument downtime.

Interface Features

The Remote Upload feature gives Beckman Coulter Service and Support staff the ability to retrieve instrument data in order to perform troubleshooting analysis.

The Remote Download feature enables updates for: software versions, databases, help files, reagent files/settings.

The Remote Setup/Configuration features allows Beckman Coulter to perform system setup and configure add-on tests remotely to get your systems and reagents up and running in a shorter amount of time.

 

PROService for Diagnostics arrow
  1. Download the “Get PROService Form.”
  2. Remote Application Processor (RAP) box(es) will arrive at your address.
  3. A Beckman Coulter IT customer representative will be in contact with you to guide
    you through preparation.
  4. A Beckman Coulter Field Service Engineer will come to your lab to complete the installation.*
  5. You’re all set.
*Each instrument will be offline for approximately 20 to 30 minutes to complete enrollment in PROService.

PROService is available for the following Beckman Coulter Diagnostics Instruments arrow


Automation
AUTOMATION
arrow AutoMate 600
arrow AutoMate 800

Learn More >
 
Chemistry
CHEMISTRY
arrow AU5800
arrow DxC

Learn More >
 
Hematology
HEMATOLOGY
arrow DxH
arrow LH

Learn More >
 
Immunoassay
IMMUNOASSAY
arrow DxI

Learn More >
 
Information Systems
INFORMATION SYSTEMS
arrow REMISOL Advance

Learn More >
 
Molecular
MOLECULAR
arrow DxN VERIS

Learn More >
 

Technical Specification arrow
How connectivity is established

To establish connectivity, a Remote Application Processor (RAP) box (a small form factor computer without a keyboard, mouse, or monitor measuring 10.6”w x 1.6”h x 5.7”d) is connected to each of your Beckman Coulter systems via an ethernet cable. The RAP box is then connected to the Internet via an ethernet port provided by your facility (Wi-Fi and cellular network Internet connectivity options are available in certain geographies). Each RAP box may connect up to five systems/instruments. If your facility requires multiple RAP boxes, each RAP box needs an internet connection.

How PROService communicates

PROService receives information by using the instrument workstation, which sends instrument performance data to the Remote Monitoring System (RMS) RAP box. The RAP box then secures this data and forwards it to Beckman Coulter servers. All communications between your connected instruments and Beckman Coulter are coordinated through the RAP box.

The RMS RAP box is connected to your network using a static or Dynamic Host Configuration Protocol (DHCP) IP address. The RAP box communicates through your existing network to Beckman Coulter servers only. Two types of connections will routinely be made during PROService operation.

Outbound-initiated data messages are secured via encryption and sent through your firewall via HTTPS on Port 443, the standard port for secure Internet usage. In most cases, this port will already be open in your firewall. Information is transmitted using Secure Sockets Layer (SSL), a protocol for transmitting information securely via the Internet. SSL creates a secure connection between a client and a server, over which data can be sent securely.

If a proxy server is in place, RMS will adjust automatically after it is configured using information provided by your IT department. However, at this time, we have limited support for Microsoft* IIS proxy servers which utilize user authentication.

No additional resources should be necessary to support PROService data transmission. Typical data packets are 2 KB or less at intervals of approximately every 30 seconds. For Desktop Sharing and software updates,128 kbps bandwidth is required.

Customer Support
Secure, Private, Confidential Data Network and Transmission FAQs


+ Question:   Does connecting my instrument to the network/Internet through RMS put my instruments at risk?
+ Question:   Who can access my connected instruments and their data through PROService?
+ Question:   What security methods are in place to secure the transfer of instrument performance data? Can third parties access my connected
                       instruments, the RAP box or the data transferred by the RAP box?

+ Question:   What specific patient-related information can be accessed through PROService? Can any Protected Health Information (PHI) be
                       viewed using PROService?

+ Question:   Where is the data from my instrument stored?
+ Question:   How do I get started with PROService?
+ Question:   How secure is PROService?

 

Customer Support arrow

Customer Support
For additional information, please contact Beckman Coulter Support Center.
www.beckmancoulter.com/customersupport/support
phone: (800) 854-3633 or contact your local representative.
Email us.
 
 
 
For questions and comments, please fill out the form below and a Beckman Coulter representative will get back to you shortly.