Remote access for troubleshooting

When there is a problem with a sequencer or the Ion Torrent™ Server, the Axeda™ RSM agent allows Thermo Fisher Scientific Technical Support personnel to remotely:

• Collect log files from the system for review.

• Restart the device.

• Upgrade software.

• Provide a remote sign in connection to the device for further diagnostic work.

When a problem with an Ion S5™, Ion PGM™, Ion Proton™, or Ion GeneStudio™ S5 System, or Torrent Suite™ Software is reported, Thermo Fisher Scientific service and support tries to solve the problem by telephone or email. If remote access is required for additional troubleshooting, a member of Thermo Fisher Scientific Technical Support requires authorization from the technical contact to initialize a remote connection. Only after getting authorization does Thermo Fisher Scientific Technical Support personnel proceed with remote troubleshooting. After the problem is resolved, you are notified. Additional authorization is required before starting any further remote help.