May 25 2007
FEI’s customer service organization has introduced RAPID (Remote Access Program for Interactive Diagnostics), an all-new service offering that can significantly speed service times and maximize system uptime. The RAPID program is first being made available to FEI customers in North America and will soon be extended worldwide.
With RAPID remote diagnostics FEI service engineers will now be able to run service test software and diagnostics on systems that are equipped for RAPID whenever a customer initiates a service call and the remote diagnostics protocol. With the program, tool settings can be checked and modified, and software can be patched and upgraded as needed. FEI engineers can also view images from the microscope and make performance assessments.
The remote diagnostics program, the first of its kind in the microscopy industry, will be able to solve many system problems remotely, eliminating the need for an on-site service call. If it is determined that replacement parts are needed, field engineers will be able to order them in advance of their service visit thus shortening the overall time to repair.
"We believe that with RAPID remote diagnostics, FEI will be able to give its customers significantly improved service levels and reduced time to repair leading to improved tool availability,” outlined Paul O’Mara, vice president of worldwide service for FEI. “During the beta period nearly 50 percent of service calls were resolved remotely. This provides a significant benefit to customers not available from other vendors, and it's included at no charge with their existing service or warranty contract.”
The majority of systems within FEI’s Titan™, Tecnai™, Nova™, Strata™, Quanta™, Helios™ and Inspect™ families of microscopes are RAPID compatible. Many older products may also be supported – either “as is,” with a system upgrade or with the addition of a support PC. Existing customers with service agreements can obtain RAPID software from their field service engineer, who can assist with its installation if needed. Once installed, users can call the FEI call center to request an on-line test of system connectivity.
The RAPID remote diagnostics’ connection is highly secure and can only be initiated from the customer’s location. A secure portal located outside of FEI’s main corporate network maintains a minimum number of outside ports and manages all connections between customer instruments and FEI remote service engineers. Customer systems are fully isolated from each other and communicate with the secure portal using an encrypted virtual private network (VPN) connection.