What is BD Assurity Linc™?
BD Assurity Linc™ is a service offering which links BD's Viper System with XTR Technology platform to our organization assuring improved laboratory operating efficiencies, enhancement of our customer's process workflow and Viper with XTR uptime for the delivery of accurate and timely results. It enables BD to monitor, and efficiently diagnose problems and automatically download data for review. BD may expand the capability of the service at a later date.
How will BD connect to a Viper with XTR?
BD Assurity Linc™ connects to the Viper with XTR via the service port. One way communication enables receipt of VIPER with XTR instrument data.
How does it work?
BD Assurity Linc™ works with the supported BD platform in a unique way, using platform appropriate protocols that address both the technical and information profile of the device. BD Assurity Linc™ continuously monitors the instrument, collecting relevant information and when appropriate, initiates communication with BD over the Internet..
How does BD Assurity Linc™ benefit my facility?
Increased "System" uptime, through faster response time, better first time fix rates, faster overall system recovery time, and better adherence to daily schedules. This is accomplished through:
Automatic Data Collection and Transfer
Customer Satisfaction
Institutional Knowledge Base
How does BD Assurity Linc™ change the way I receive service?
BD will continue to provide a high excellence of technical service and support. BD will now be able to provide this support with an increase in efficiency and response time.
If you need to contact support, you can still reach us in the same way. If further data is required to be collected for troubleshooting, we will perform this without you having to collect the data for us.
How long does it take to install?
A typical install can take anywhere from 45-60 minutes per Viper with XTR as long as the network connection and internet accessibility has been provided.
Will BD Assurity Linc™ run on the computer system computer that is part of my Viper XTR's system?
No, Assurity Linc is deployed on dedicated hardware supplied by BD to increase, security, predictability, and supportability.
What are the normal working hours that our Technical Service and Support staff supports BD Assurity Linc™?
BD Assurity Linc support will be offered 24/7.
Customer Requirements
Does the customer require special training to use BD Assurity Linc™?
No, BD Assurity Linc™ requires limited customer interaction and involvement.
What prerequisites are there to take advantage of this offering?
BD Assurity Linc™ must have a network connection to the VIPER with XTR. The connection needs to provide access to the internet just as a PC within the lab would have access.
Environment
Can I use BD Assurity Linc™ if my laboratory or Viper with XTR does not have access to the Internet?
No, an Internet connection is necessary for BD Assurity Linc™.
Does BD Assurity Linc™ require a VPN connection?
No, BD Assurity Linc™ uses a secure Internet connection (SSL) with the BD enterprise server.
Laboratory Impact
Do I need to re-validate my BD Viper XTRs after installing the BD Assurity Linc™?
No, qualification of your systems is independent of BD Assurity Linc™. Previously validated Viper XTRs do not need to be re-validated.
Will BD Assurity Linc™ impact the performance of my Viper XTR or local network?
No, BD Assurity Linc™ is a low bandwidth solution transmitting only small data files between the BD Assurity Linc™ and the VIPER with XTR, and then from the BD Assurity Linc™ to BD. Its function is to monitor the VIPER with XTR, and does not interfere with its operation.
Security
Is BD Assurity Linc™ secure?
Yes, BD Assurity Linc™ is designed using Information Security best practices including, data and transport encryption, as well as device firewalls. Additionally, BD has developed proprietary security features to ensure protection against viruses, unwanted intruders, and malicious software (malware).
Does BD Assurity Linc™ create security risks?
No, BD works closely with your IT department to seamlessly integrate BD Assurity Linc™ into your existing network security infrastructure. Patented firewall and proxy friendly technology eliminates the need to modify your existing environment.
How do I maintain control of BD Assurity Linc™?
BD Assurity Linc™ has been designed with your security concerns in mind. Beyond the security features incorporated into BD Assurity Linc™, an additional level of control is available through a local BD Assurity Linc™ Policy server.
Service
What will be different about receiving service once BD Assurity Linc™ is in place?
Service response and system recovery will be faster. A BD technical support engineer will begin troubleshooting your problem before a field service engineer is dispatched. Facility staff will not be tied up in the troubleshooting or data gathering process. When the FSE shows up onsite, they will already have a work plan defined and have the necessary parts with them.
What are examples of how BD Assurity Linc™ can help with troubleshooting?
All data collection can be performed remotely without customer interaction. We no longer need the customer to pull and send log files.
We can have an Applications Specialist collaborate with Tech Support on identifying the problem and possibly correcting it remotely.
If we can identify which parts will need to be replaced, Tech Support can send the parts along with the dispatched field engineer.
What data does BD Assurity Linc™ collect and how will it be used?
BD Assurity Linc™ collects system error messages and log files necessary for troubleshooting and reporting.
Will I lose my Field Service Technician?
The role of your Field Service Engineer will not change. It will only be complimented by BD Assurity Linc™.
Is the customer still required to call BD Technical Service and Support if a reagent or Viper XTR error occurs? Will the BD Assurity Linc™ handle this process?
Engage with BD Technical Service and Support just as you always have.
Resources
What if I have problems using or need support with BD Assurity Linc™?
The service is designed to have little to no required customer intervention. Customers should contact Technical Service and Support (1-800-638-8663) if they have any questions or concerns.
Support
What is the support model for BD Assurity Linc™?
BD will maintain the BD Assurity Linc™ hardware and software. Your site is responsible for providing network connectivity and conditioned power.
How are BD Assurity Linc™ software upgrades applied? (How is the customer notified?)
All software maintenance and required upgrades will be provided by BD as part of the Viper service contract.
Does it need to be backed up?
No. There are no write executions performed so there are no changes to the BD Assurity Linc™ platform that requires backing up.
Do we need to incorporate it into our disaster recovery plan?
No. This is a BD supplied and supported appliance.
What happens when it reaches its end of life?
BD will manage the lifecycle of the BD Assurity Linc™ platform.
Will my IT department have to support it?
No. BD will provide full support.
What happens if it breaks?
BD will be alerted to an interruption in service and will take measures to bring the service back on-line
What type of assurance does BD Assurity Linc™ provide?
BD Assurity Linc™ complies with HIPAA guidelines. It offers data privacy and strong encryption based on industry standards.
