CareGiver remote support

Innovative Automated Remote Support Solution for Anatomic Pathology Labs

Because we understand the critical nature of the work you do for patients, Roche offers CareGiver remote support — an innovative automated support solution for anatomic pathology labs. Through secure Internet connection, the CareGiver system provides continuous monitoring and remote service of VENTANA instruments, helping maximize performance to keep your lab running smoothly.

This is how peak efficiency looks

Decrease the average notification time of a failure event
Increase lab efficiency and technician productivity by addressing many issues before they become truly problematic
Reduce the average service time because Field Service Engineers arrive more prepared for on-site service thanks to remote troubleshooting and diagnostic capabilities — further minimizing disruption to customers
Reduce instrument downtime, leading to improved key performance indicators in customer labs

Product characteristics

Real-time remote monitoring
Remote troubleshooting and training
Over-the-shoulder help from the Roche Customer Support Center
System software upgrades over a secure internet connection
Proactive customer contact to maintain optimum hardware and software performance in the lab

To connect your Roche Tissue Diagnostics systems to CareGiver remote support, please contact your local sales or support representative or local customer support center.

Get Connected

With CareGiver remote support, if something goes down, [customer support at Roche] is on the line within 10 minutes helping us out, figuring out those problems, correcting them on the screen while we’re watching. Anything major is usually fixed within 24 hours because they already understand the problem and come fully prepared to fix it on site.

— Nancy Snyder, HT, Histology Supervisor, Redlands Community Hospital, California

CareGiver Remote Support - The Help You Need, When You Need It

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Systems supported

VENTANA HE 600 system

BenchMark ULTRA and XT IHC/ISH stainers

VENTANA DISCOVERY ULTRA and XT

BenchMark Special Stains platform

VENTANA VANTAGE workflow solution

VENTANA Connect middleware solution

Roche uPath enterprise software

VENTANA DP 200 slide scanner