PartnerConnect helps manage your investment. So your facility can care for patients.

PartnerConnect helps manage your investment. So your facility can care for patients.
PartnerConnect™ helps manage your investment.
So your facility can care for patients.
Diagnosis and preemptive services help you solve issues before they become
problems.
PartnerConnect is an innovative feature of the Welch Allyn Partners in Care Services programme
that enables remote diagnostics of devices and systems. Software installations, updates and
upgrades can all be delivered and performed remotely. PartnerConnect also enables preemptive
service capabilities on the Welch Allyn platform, allowing our Partners in Care Technical Support
Centre to remotely view your devices and system configurations – with your authorisation – in
real time via the Internet to provide:
•
•
•
•
•
Enhanced troubleshooting
Installation assistance
Device and system operational support
Software updates and enhanced options
Licence delivery
How it works.
PartnerConnect Data Centre
Welch Allyn Enterprise
FIREWALL
INTERNET
Two-Way Communication
(Firewall Friendly™)
CUSTOMER FIREWALL
Why PartnerConnect?
PartnerConnect delivers complete, accurate troubleshooting and diagnostics with minimal time
and effort on your part. Its automated data transfers allow your staff to focus on critical matters,
while our technicians work to keep your devices and systems up and running. PartnerConnect:
•
•
Speeds up call resolution and reduces downtime
Helps you schedule required maintenance before devices go down
• Helps lengthen device life and reduces total cost of ownership
•Lets you install software at your convenience to reduce
patient care disruption
•Improves communication between our Partners in Care
Technical Support Centre and your IT/biomed department
•Enhances learning through troubleshooting
with screen-sharing capability
CUSTOMER
Just like a browser accessing a website,
PartnerConnect remote access software
communicates with the PartnerConnect server
using your existing network connection – with
the Internet access and network security that’s
already in place, so there’s no impact to your
existing IT infrastructure.
Why it’s secure
Your connection to Welch Allyn is Firewall Friendly™ – with automated, two-way connections to
products deployed at your facility without special firewall rules. All data passed is confidential
and made secure with 128-bit SSL encryption.
PartnerConnect never enters your network. The PartnerConnect agent only sends service data (not
clinical data) out of your network – so you’ll never have to accept any outside connections or open
up ports for PartnerConnect to operate – and addresses are never revealed outside the network.
PartnerConnect agents are configured with FIPS mode enabled, which imposes the stricter security
standards that are often required in government settings.
>You call Welch Allyn Partners in Care Technical
Diagnostics
Support Centre to request assistance
Remote connections are only established upon your request and approval, and will always be
limited locally at your site. These connections allow real-time diagnostics of non-patient device
data to help Welch Allyn technical support:
•
Sample PartnerConnect
Remote Session:
Deliver the appropriate service level, while ensuring that all security measures are in place
• Access system event and error logs to define conditions
• Observe workflow to help isolate issues more quickly
>Service technician logs into PartnerConnect server
through the tech-support portal
>Portal displays a list of devices/systems that the
technician can review
>Technician selects device/system in question from
the portal and requests a remote connection to
your selected server or workstation
Plus, multiple remote connections can be opened to allow other subject matter experts to
connect instantly along with Welch Allyn technical support.
>PartnerConnect agent on your server or workstation
Requirements
>PartnerConnect server establishes a secure tunnel
•
PartnerConnect is compatible with PCs running Microsoft® Windows® Server 2003, 2008, XP or Vista®
•Your equipment must allow access to server (https://welchallynsolutions.com) over the Internet
on port 443 (SSL)
• You are responsible for providing an existing Internet connection
contacts the PartnerConnect server and receives
the connection request
connection to your server or workstation
>PartnerConnect server sends information to the
audit log (timestamp, user, device, etc.)
>Desktop server prompts you for permission to
allow Welch Allyn to access the server or
workstation through a remote session
>You grant permission for the session
>Technician supplies a password when prompted
>Technician interacts with the local system through
the desktop server and assists you
>You share the session with the service technician
so you see everything that’s done, just as if the
technician was on-site
>After work is completed, the technician terminates the remote desktop connection
>The PartnerConnect server sends disconnect
information to the audit log
To learn how PartnerConnect can help keep your services and devices up and running, contact your
Welch Allyn representative, call 18005356663 to speak with a customer service representative or
visit www.welchallyn.com/services.
Welch Allyn UK Ltd.
Cublington Road - Aston Abbotts
Buckinghamshire HP22 4ND
England
(Tel:) 0 207 365 6780 (Fax:) 0 207 365 9694
www.welchallyn.com
*PartnerConnect was formerly known as Remote Service Delivery System (RSDS).
© 2010 Welch Allyn SM4029UK Rev A
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