Meet the Helpdesk

1. Meet the Helpdesk Brian Ruisi Nick Wood Paul Maioriello ... and PACS/RIS team

2. Meet the Helpdesk • Customer Concierge – Brian Ruisi • 2nd Line – Brian Ruisi • 3rd Line – Nick Wood • Proactive Process – Paul Maioriello • Sectra Monitoring – Brian Ruisi

3. Helpdesk 1st Line • HAPPY BIRTHDAY! Customer Concierge program is 3 years old! • Customer Concierge Team – Stronger than ever! • Full applications support – Concierges and Application Specialists • Working closely with other groups – Express Desk, Sales, Account Managers, etc... • NEW – Live hand-off to Level 2 Engineers... • Averaging 30% closure of all closed tickets per wek.

4. Helpdesk 2nd Line • Increased group of available engineers for new Tickets through centralization. • NEW – Engineers now participate in phone queue to answer incoming calls escalated from Concierge team. • Average answer 40 – 50% of available call escalations (increasing). • Continuous Improvement – always pushing to keep communication ontime and meaningful.

5. Helpdesk 3rd Line • Being part of 3rd Line supports comes with it a change in mentality. That change is who the customer is. Our customers can be either Sectra 2nd Line Support, or the more traditional customer – end users. • The goal of 3rd Line Support is to solve advanced issues but it’s also aimed at our 2nd Line counterparts through collaboration and information sharing.

6. Helpdesk 3rd Line • We have a 3rd Line! Now when do I use it? • Network performance • Scripting for correcting data • Scripting for finding data • Storage expertise • HPUX-related (samba, extending file systems, etc) • Advanced hardware investigations • Oracle DBA expertise and DB performance • Database updates and corrections • When you’re stuck!

7. Helpdesk 3rd Line 3rd Line in Sweden or Product Support? • Product Support should work with tickets related to the Sectra software to identify problem cases. Keep in mind, PrS consists of Developers and Testers that focus on the problem from a product code perspective. • Their main objective is to identify problem cause (Product or external dependency?) • An expected outcome from PrS is something along the lines of a change in configuration, a work-around or a Change Proposal. In general, PrS does not continue to work on issues caused by external dependencies (i.e. bad networks, bad storage or external sources producing bad data). These issues are handed off to 3rd Line in Sweden.

8. Helpdesk 3rd Line When to Escalate to PrS? • Sectra Software errors (crashes, hangs or does not work as expected • Image Import Issues • DICOM Issues – Is the data or product bad? • Archive issues, such as images unable to retrieve • Configuration Questions • Software Deployment Questions • Performance Investigations when network has been excluded as a factor • Sectra Product Questions

9. Proactive Support Background • Historically, like most support organizations our efforts have been reactive. • User sees a potential issue and reaches out to helpdesk resulting a trouble ticket • Proactive efforts are the charter of a team formed within CS to focus on some new ways to provide support

10. Proactive Support What Exactly Is This Proactive Thing?? • Proactiv® - a simple skin care system for clean, beautiful skin. • pro·ac·tiveor pro-ac·tive - Acting in advance to deal with an expected difficulty.

11. Proactive Support Proactive Charter/Goals • Proactive Support will work on eliminating root causes through out the installed base and handling recall or notification type situations • This has the potential to eliminate problems and/or reduce the impact of handling them • Increase efficiency and satisfaction

12. Proactive Support Some Examples….. A Recall Type Situation • The LiteView 14.3 issue • Wrong image shown when clicking thumbnail in LiteView (CP:RADCR-MRAF-97RK94) • Summary Sectra has developed a patch for LiteView 14.3 to ensure there are no patient mix-ups in the information that LiteView displays.   • Details LiteView 14.3 does not abort existing calls when new ones are initiated. This means that it is possible to have a patient mix-up • Actions This issue is fixed in release 14.3.17. We recommend that your system be upgraded to that release as soon as possible

13. Proactive Support Recall Type Situation • Customers with 14.X and LiteView license were identified • Coordination was required as some customers already had upgrades scheduled • Email notices sent • Upgrades scheduled and executed (all after hours) • Records created

14. Proactive Support Recall Type Situation • Typical interaction - This email is a follow-up to the notice concerning the LiteView issue. I would like to make arrangements to install release 14.3.17 on your Sectra PACS system. • We do not use LiteView nor plan on using it with our current release. Thank you • I spoke with my IT director and he told me everything is ok. He would prefer that the update be done after hours. Friday night being the best time…. Before you take the system down give my IT director a call…. OK, the upgrade is complete. I coordinated things with your IT director…. Thanks for making the system available

15. Proactive Support Recall Type Situation – Some Reactions • Who are you and why are you bothering me? • What is LiteView – Are you sure I have it? • What?? Downtime!! You have to do the upgrade on Sun at 04:00 but only if it’s a full moon

16. Proactive Support Some Examples….. A Notification Type Situation • “after moving a mammographic image from a reviewed examination it is important to delete the information in the associated free fields as it does not belong to the destination examination” • Starting with release 15.1 IDS7/mx will have a message with this warning • In the meantime we want to notify our customers

17. Proactive Support Some Examples….. A Notification Type Situation • Recently Sectra identified a small (non-reportable) clinical risk when moving mammographic images…. You are kindly requested to confirm by return email that you have read the enclosed Customer Notice with document number DOC-EMAO-9EFL7R-3.0 • Still waiting for some responses • I have read the Customer Notice. • Got it. • reviewed

18. Proactive Support Eliminate Common Issues • Filling C: drives • The purpose of this article is to discuss one of the simpler checks, specifically the check on a filling system (“c:”) drive…. • Telerad • Before we delve into the above a little deeper, first a quick discussion of some basic telerad concepts…. • Taking Care of Archiving • This cycle of archiving and deletion when space is needed is controlled by a Sectra service known as autofiler. For now we will only be discussing the archiving portion of this cycle….

19. Proactive Support Increase Efficiency and Satisfaction • Write-ups in Sectra Newsletter • Database Contention – When Everything Happens at Once • Database Backups – Sometimes Older Is Better • Better use of monitoring system – Notification level for early warning before there really is a problem or at least lots of time to react • Identification of issues that can be handled earlier in the support pipeline

20. Sectra Monitoring • Sectra is watching....

21. Sectra Monitoring • Sectra Monitoring is replacing Sectra Guard Monitoring. • Local Linux box (RM server) will be decommissioned (if one exists) and sent back to Shelton, CT. • SM Agent now runs on a Windows server and reports in to central server in Shelton, CT. • SM is the next generation of monitoring developed by Sectra to integrate much closer with our products.

22. Sectra Monitoring • NOTICE alerts: • Indicates System Administration task. • Are not sent to the Helpdesk. • Alerts will provide a link to a Tech Note if needed. • If Tech Note doesn’t help, call the Concierge team at Sectra. • Alert levels: • NOTICE • WARNING • CRITICAL

23. Sectra Monitoring • Interface with SM server (Shelton, CT)? https:\\sm-na-1.sectra.com\sm • Day to day viewing to get an overview. • Investigating alerts as they are received. • Reacting to “NOTICE” alerts. • Setting unexpected downtime. *** please see site guide.