Cloud-based services offer instant connectivity to reduce instrument downtime, boost laboratory performance and optimize resources.
Remote Service
Find the patient in this photograph
Though unseen, the patient is always present in the laboratory. Labs may process millions of diagnostic tests for thousands of patients. But each patient is waiting for test results that may guide their clinician in making life-impacting treatment decisions. That’s why avoiding instrument downtime is about more than quality compliance. It’s personal.
Maintaining peak laboratory operations
Roche Remote Service is a secure, cloud-based service that connects to and automatically monitors Roche Diagnostics instruments. It has remote support and proactive maintenance capabilities to optimize lab performance and minimize operational interruptions. And because it can help to mitigate issues before they escalate, it serves the quality-focused and time-sensitive needs of lab staff and physicians and—importantly—the individual patient who is waiting for diagnostic test results.
Remote Service
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A healthcare laboratory is a complex ecosystem of instruments, hardware and software tools and networks that, together produce diagnostic test results. Roche Remote Service connects the lab with digital services and dedicated support staff to improve operational efficiency and lab productivity. Together with state-of-the-art collaborators such as PTC with their Thingworx platform, Fortinet and Cloudflare, we strive to continually evolve and upgrade our systems and solutions, providing the lab of today with a clear path to a digitally connected future.
Remote Service Features
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Remote support
With its robust monitoring capabilities, Roche Remote Service can help to identify and resolve issues before they escalate and compromise laboratory operations. When necessary, a remote Roche engineer uses screen sharing to assist local operators to troubleshoot existing or potential problems related to instrument performance and provides instructions or individualized training for machine service and maintenance.
Digital updates
Roche Remote Service ensures testing parameters and instruments stay up-to-date with minimal interruptions or manual intervention from lab operators.
Digital product information distribution
Roche Remote Service provides vital test data to run core lab analyzers such as cobas® 600, cobas e 411, cobas c 311, cobas c 513, cobas® 8000, cobas® pro and cobas® pure. It provides new and updated digital files daily to the analyzer to ensure optimal instrument and testing parameters.
Digital software information distribution
Roche Remote Service ensures Roche systems remain up to date by having the latest mandatory software version installed, with remote software updates that save time and costs associated with onsite service visits.
Digital uploads
Roche Remote Service enhances efficiency and operational uptime by securely transferring data from lab systems for advanced analytics. In this way, Roche Remote Service delivers even more value to the lab by enabling proactive maintenance, enabling quality control benchmarking and helping to improve and control the test environment.
Cybersecurity, Privacy and Connectivity
Security First
Roche Remote Service is built for network protection and data privacy. It is ISO/IEC 27001, ISO 27017, ISO 27108 and ISO 13485 certified.
Case study: A critical national cyber security event and the effectiveness of compensating technical controls provided by Roche managed firewalls. Learn more.
Access & Audit Control
Access is controlled with a user management system. Only authorized Roche personnel have access to the system, which requires authentication with identity credentials using a Roche managed computer. The system also generates an audit log for all remote support sessions and this contains device information, user information and start/end time.
Data Privacy
Remote support sessions are established over a secure connection using the transport layer security (TLS) protocol. All data transports (for e.g. screen sharing) are encrypted end-to-end. Roche adheres to a strict universal standard on processing data, follows privacy best practises and complies with privacy laws and regulations.
Connectivity
Roche Remote Service consists of both hardware and software components. The system is subject to industry standard security penetration testing by Roche and independent 3rd parties.
Roche Network
Contains different elements or platforms, such as the PTC Thingworx platform and it is governed by Roche. It enables remote support, digital updates and digital uploads.
Cloudfare Network
Is governed by Roche and used not only to standardize connections, but also as an added security measure to protect Roche Remote Service from malicious activities and to boost the performance of our service. It is one of the world’s largest cloud providers.
Customer Managed Firewalls
Are common and the Roche managed firewall is compatible with additional customer managed security equipment.
Customer Operated Networks
Are fully maintained by the customer and the Roche managed firewall enables segmentation of the individual networks.
Roche Managed Firewall (Fortigate 50E or 60F)
Is a physical device located on the customer premise and within the customer network. This stateful firewall manufactured by Fortinet, a leading firewall company, is custom designed to protect Roche instruments from cybersecurity threats.
Roche Hardware Gateway (cobas link or connect 2 plus)
Is a small computer located on the customer premise and within the customer network. It enables connectivity between Roche devices & instruments and the Roche network. Roche Hardware Gateway hosts Roche Software Gateway and is placed behind the Roche managed firewall.
Roche Software Gateway (Remote Service Edge Agent (REA))
Is a software that can be installed on Roche IT Solutions to enable connectivity between Roche IT Solutions and the Roche network. Roche Software Gateway is governed by the Roche product vulnerability management process and updates are deployed automatically.