Online Support
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"The Online Support application is designed specifically for labs
utilizing Roche Instruments and Analyzer. The application aims to
support our customers in the lab in managing any type of issue or
question related to their active install base. Users will have an
end-to-end issue management tool that consists of a digital logbook
for documentation self-help troubleshooting guidelines and an easy
and quick way to escalate issues directly to their respective Roche
Service organization.
The application shall allow users the following:
- scan QR code on the instrument/analyzer (if available locally) to identify the instrument by its serial number
- receive troubleshooting guidelines if available based on the captured alarm code
- find similar issues and their resolution based on the alarm code
- add description of the issue and attach images
- check status of the issue
- search for information in known issues within integrated Digital Logbook
- check the dashboard with overall status of the issues
Not to be used by patients. Does not include Diabetes Care.
All user accounts of Online Support are created stored and managed through DiaLog Portal. After the registration a key is stored and encrypted on your device which is valid for one week. Further access to the app is only possible with your FaceId TouchId or PIN. After one week of inactivity the registration key will be automatically removed.
Please make sure that you do not send your PIN to third parties. It's your responsibility to keep your phone and access to the app secure. We therefore recommend that you do not jailbreak or root your phone which is the process of removing software restrictions and limitations imposed by the official operating system of your device. It could make your phone vulnerable to malware/viruses/malicious programs compromise your phone's security features and it could mean that the Online Support app will not work properly or at all. In case your device is stolen or irretrievably lost make sure that you remotely lock and change your passwords."
The application shall allow users the following:
- scan QR code on the instrument/analyzer (if available locally) to identify the instrument by its serial number
- receive troubleshooting guidelines if available based on the captured alarm code
- find similar issues and their resolution based on the alarm code
- add description of the issue and attach images
- check status of the issue
- search for information in known issues within integrated Digital Logbook
- check the dashboard with overall status of the issues
Not to be used by patients. Does not include Diabetes Care.
All user accounts of Online Support are created stored and managed through DiaLog Portal. After the registration a key is stored and encrypted on your device which is valid for one week. Further access to the app is only possible with your FaceId TouchId or PIN. After one week of inactivity the registration key will be automatically removed.
Please make sure that you do not send your PIN to third parties. It's your responsibility to keep your phone and access to the app secure. We therefore recommend that you do not jailbreak or root your phone which is the process of removing software restrictions and limitations imposed by the official operating system of your device. It could make your phone vulnerable to malware/viruses/malicious programs compromise your phone's security features and it could mean that the Online Support app will not work properly or at all. In case your device is stolen or irretrievably lost make sure that you remotely lock and change your passwords."
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Online Support / What's New in vUnknown
When you are looking for Roche Online Support, speed and stability
matter. The Online Support app is now more reliable than ever. This
update contains enhancements and performance improvements.
