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Similaire à Qualcomm Life Connect 2013: On Boarding and Customer Support
Similaire à Qualcomm Life Connect 2013: On Boarding and Customer Support (20)
Qualcomm Life Connect 2013: On Boarding and Customer Support
- 2. © 2013 Qualcomm Life. All rights reserved.
Agenda
• 2net System Architecture
• Customer Support Improvements
• System Access and Management (SAM) Roadmap
• Software Release Schedule
• Documentation and Training Improvements
• Device Roadmap and Device Interactions
• Q&A
2
- 3. © 2013 Qualcomm Life. All rights reserved.
Qualcomm Life Ecosystem
3
Note:
Both
the
2net
Hub
and
Pla2orm
are
(1)
FDA
listed
Class
I
MDDS
(US)
(2)
CE
registered,
Class
I
listed
MDD
under
EU
DirecFve
93/42/EEC
(Europe)
(3)
Class
I
listed
CMDCAS
(Canada).
- 5. © 2013 Qualcomm Life. All rights reserved.
#CONNECT2013
Customer Support Improvements
- 6. © 2013 Qualcomm Life. All rights reserved.
• Improve
the
On
Boarding
Process
• Give
Customer
Portal
Access
at
the
beginning
of
On
Boarding
• Rewrite
REST
DocumentaFon
to
provide
more
clarity
and
incorporate
2net
Connect
APIs
• Rewrite
On
Boarding
DocumentaFon
• Create
Videos
of
key
customer
acFviFes
• Create
new
administraFve
features
for:
• Hub
and
device
management
• TroubleshooFng
• Enhance
Customer
Cares
ability
to
support
customers
• Simplify
the
device
registraFon
and
pairing
process
• Give
customers
the
ability
to
upgrade
their
own
hub
soWware.
• Provide
customer
support
in
the
local
Fme
zones
Simplify 2net Customer On Boarding and Support
- 7. © 2013 Qualcomm Life. All rights reserved.
Action Plan and Accomplishments
7
• Build
a
more
robust
System
Access
and
Management
(SAM)
Pla2orm
• Manage
hubs
and
devices
in
near
real
Fme
• Make
REST
API
development
completely
opFonal
• Launched
REST
APIs
to
support
Hub
Health
InformaFon
• Develop
clear
concise
documentaFon
and
training
materials
• Launched
new
2net
training
program
and
documentaFon
• Bridge
the
gap
between
customers
and
device
partners
• Help
drive
wireless
standards
with
device
partners
• Formally
partner
with
device
OEMs
to
improve
interoperability
• Support
AugmentaFon
• Build
a
support
team
in
the
US,
and
Europe
• Leverage
Bangalore
team
• Improved
training
for
Fer
2
customer
service
team.
• Launched
new
demo
process
that
improves
reliability
and
speeds
up
the
conversion
to
a
launched
customer
• Created
upgrade
scripts
that
allow
field
upgrades
of
hub
pla2orm
soWware
• Deploy
new
device
adapters
faster
• Enabled
three
device
OEM’s
for
hub
SDK
• Virtual
Hub
beta
test
launch
and
support
• New
devices
added
to
por2olio
• MIR,
Choicemed,
Polymap,
Zephyr,
Omron
Pedometer
• New
SalesForce
admin
portal
improvements
launching
in
September
• Launched
Tier-‐1
monitoring
dependency
map
for
both
US
and
EU
2net
SP
and
companion
- 8. © 2013 Qualcomm Life. All rights reserved.
#CONNECT2013
2net Operational Training Kit
- 9. © 2013 Qualcomm Life. All rights reserved.
2net Operational Integration Training Kit
Up to date, comprehensive and customer centric
documentation addressing various aspects of 2net
integration including;
• System Architecture
• REST Web Services API
• Device Interaction Guide
• Customer Support Portal User Guide
• Troubleshooting Guide
9
What’s New?
New
- 10. © 2013 Qualcomm Life. All rights reserved.
2net System Architecture Overview
1
0
CONTENTS
1 Introduction
2 What is 2net
2.1 High level system overview
3 2net Gateways
3.1 2net hub
3.2 Virtual hub
4 2net Service Platform
5 Data Delivery
5.1 Posting customer data
5.2 2net Connect API
6 Biometric Data Processing
6.1 Measurement device
6.2 Device communications with the 2net hub
6.3 Data communications to the SP and external systems
7 System Configurations
7.1 Customer configurations
7.2 Device connections
8 Service Security
8.1 Security layers
8.2 Hub transmission security pyramid
Hub
Virtual
Hub
Mobile
Data
Network
2net
Service
Platform
Internet
Visualization/
Analysis
Customer
Data
handling
2net
Connect
Server
Biometric
Data
• A
technical
guide
on
2net
as
a
system
and
as
a
service
- 11. © 2013 Qualcomm Life. All rights reserved.
2net Device Interaction Guide
1
1
CONTENTS
1. Integrated Devices
2. Device Dependencies
3. Recommended Kit
Combinations
4. Known Behavior and Issues
• A
technical
guide
on
devices
currently
in
the
2net
ecosystem
along
with
guidance
on
kit
combina8ons
and
known
device
behaviors
- 12. © 2013 Qualcomm Life. All rights reserved.
2net REST Web Services API, Customer Version
12
CONTENTS
1 Introduction
2 2net SP REST Web Services
2.1 Introduction
2.2 Request/Response
2.3 REST API overview
2.4 Create services
2.5 Read services
2.6 Update services
2.7 Error messages
3 Examples
4 Device Data Exporting
4.1 Customer device model adapters
4.2 Generic device model adapters
A Schemas
B Error and Status Codes
C REST Web Service Test Client Setup
C.1 REST setup and verification
C.2 Sample scripts
D Supported Time Zones
• A
REST
API
guide
that
is
relevant
and
customer
friendly
- 13. © 2013 Qualcomm Life. All rights reserved.
2net Customer Support Portal User Guide
1
3
CONTENTS
1 Introduction
2 Home Tab
3 Create, Edit and View Cases
4 Manage Hubs
4.1 Hub Management tab
4.2 View details for a specific hub
4.3 Activate/deactivate a hub
4.4 Transfer a hub
4.5 View hub-related transactions
for a user
5 Manage Devices
5.1 Device Management tab
5.2 View details for a specific device
5.3 Activate/deactivate a device
5.4 Register a device
5.5 Transfer a device
5.6 View device-related transactions
for a user
6 View Articles
• A
guide
to
naviga8ng
the
2net
SalesForce
Customer
Portal
- 14. © 2013 Qualcomm Life. All rights reserved.
2net Customer Troubleshooting Guide
1
4
CONTENTS
1 General Troubleshooting Steps
2 Customer Portal Troubleshooting
2.1 Hub Management tab
2.2 Device Management tab
3 General Tips for Environments
4 Customer Portal Case Requirements
4.1 Case submission
4.2 Additional details
5 Common REST API Pitfalls
6 Customer Support Objectives
6.1 Customer Support Objectives
6.2 Incident Response
Assessed Severity Level Incident Response Objectives
1. Non-critical incident
Example:
Individual subscriber problems or questions
Ownership of case within 2 hours
Feedback to customer within 4 hours
Updates to customer within 48 hours
Escalation if necessary within 4 hours
Customer resolution within 7 business days
2. Critical incident
Example:
Complete loss of service to a 2net customer’s
subscribers
Example:
Partial loss of service or severe degradation of
service
Ownership of case within 15 minutes
Feedback to customer
– Severity 1: Within 30 minutes
– Severity 2: Within 60 minutes
Updates to customer
– Severity 1: Hourly
– Severity 2: Daily
Escalation within 30 minutes after assessing whether issue is
Severity 1 or 2
Customer resolution
– Severity 1: 8 hours
– Severity 2: 16 hours
• A guide on common Troubleshooting scenarios and techniques
- 15. © 2013 Qualcomm Life. All rights reserved.
#CONNECT2013
Medical Device Interaction Guide
- 16. © 2013 Qualcomm Life. All rights reserved.
2net Integrated Devices
2net
Hub
The
2net
Hub
and
2net
PlaCorm
are
individually
listed
with
the
US
FDA
as
Class
I
Medical
Device
Data
Systems
(MDDS),
are
cer8fied
as
Class
I
Medical
Devices
under
the
EU
Direc8ve
93/42/EEC
(MDD)
and
are
both
CE
Cer8fied.
• A&D© BPM UA-767PBT
• A&D© BPM UA-767 PBT-C
(Continua)
• Fora®
2-in-1 BG/BPM D40b
(EU only)
• Omron BP729 IT (Continua)
Blood
Pressure
Monitors
• BodyMedia®
LINK
Armband AB185
(US Only)
Fitness
&
Wellness
• Dexcom™ Continuous
Glucose Meter
• Entra Glucometer
MGH-BT1/MGH-1™
• Fora®
Glucometer G31B
Blood
Glucose
Meters
• Zephyr™ BioHarness3™
ECG
Heart
Monitors
• A&D© WS UC-321PBT
• A&D© WS UC-321 PBT-C
(Continua)
• Fora®
WS W310B
• Omron HBF206 IT
• Fora®
Thermometer
IR20b/IR21B
Weight
Scales
Thermometer
• CleverCap®
Medication
Reminder
Medica=on
Adherence
• Asthmapolis Sensor
Model 1
Respiratory
• CTS© RF Gateway
Ac=vi=es
of
Daily
Living
• Nonin®
Pulse Oximeter
9560 Onyx II
• Choicemed
MD300C138T2
Oximeter
16
- 17. © 2013 Qualcomm Life. All rights reserved.
2net Device Dependency Guide
• Current
2net
architecture
precludes
two
BT
SPP
master
or
slave-‐master
devices
coexist
on
the
same
Hub.
• Asthmapolis,
A&D
Master
BPM/Wt.
Scale/Polymap,
Choicemed
Pulseox,
Omron
Pedometer
(SPP)
are
all
Master
or
Slave/Master
devices
.
Hence,
please
ensure
these
devices
are
not
used
together
on
the
same
2net
Hub.
Device
Alterna=ves
A&D
Master
BPM
(UA767
PBT)
Fora
D40b
(EU
only),
Fora
P20b
(US
Only),
Omron
BP
792IT
ConFnua,
A&D
UA-‐767
PBT-‐C
(ConFnua)
A&D
Master
Weight
Scale
(UC321
PBT)
Fora
w310b,
Omron
HBF
206IT
ConFnua,
A&D
UA-‐321
PBT-‐C
(ConFnua)
Choicemed
Pulseox
Nonin
9560
Pulseox
Polymap
Entra
MGH-‐BT1,
Fora
G31b,
Fora
D40b
(EU
only)
Omron
Pedometer
(SPP)
-‐
Note:
Polymap
and
A&D
Master
devices
use
the
same
DA
and
hence
can
coexist
on
the
same
Hub.
17
- 18. © 2013 Qualcomm Life. All rights reserved.
2net Recommended Generic Kit Combinations
• Entra Glucometer
MGH-BT1/MGH-1™
• A&D© BPM UA-767 PBT-C
(Continua)
• A&D© WS UC-321 PBT-C
(Continua)
• Nonin®
Pulse Oximeter 9560
Onyx II
• Zephyr™ BioHarness3™
• Entra Glucometer
MGH-BT1/MGH-1™
• A&D© WS UC-321PBT
• A&D© BPM UA-767PBT
• Nonin®
Pulse Oximeter 9560
Onyx II
• Zephyr™ BioHarness3™
ECG
Kit1
• Entra Glucometer
MGH-BT1/MGH-1™
• Omron BP729 IT (Continua)
• Omron HBF206 IT
• Nonin®
Pulse Oximeter 9560
Onyx II
• Zephyr™ BioHarness3™
ECG
• Fora®
Thermometer IR20b/
IR21b
• Fora®
Glucometer G31b
• Fora P20b (US only)
• Fora®
WS W310b
• Choicemed MD300C138T2
• Fora®
Thermometer IR20b/
IR21b
• Fora®
Glucometer G31b
• Fora P20b (US only)
• Fora®
WS W310b
• Nonin®
Pulse Oximeter 9560
Onyx II
Kit4
The
following
kits
were
tested
as
part
of
2net
interop/cerFficaFon
test
efforts
*
Subset
of
devices
per
kit
(“Lite-‐Kits”)
are
also
supported
• Fora®
Thermometer IR20b/
IR21b
• Fora®
2-in-1 BG/BPM D40b
(EU only)
• Fora®
WS W310b
• Nonin®
Pulse Oximeter 9560
Onyx II
• Fora®
Thermometer IR20b/
IR21b
• Fora®
2-in-1 BG/BPM D40b
(EU only)
• Fora®
WS W310b
• Choicemed MD300C138T2
Kit5
• Entra Glucometer
MGH-BT1/MGH-1™
• A&D© BPM UA-767 PBT-C
(Continua)
• A&D© WS UC-321 PBT-C
(Continua)
• Choicemed MD300C138T2
OR
Nonin®
Pulse Oximeter 9560
Onyx II
Kit2
• Entra Glucometer
MGH-BT1/MGH-1™
• Omron BP729 IT (Continua)
• Omron HBF206 IT
(Continua)
• Choicemed MD300C138T2
OR
Nonin®
Pulse Oximeter 9560
Onyx II
Kit3
18
Kit6
Kit7
Kit8
Kit9
• Zephyr™ BioHarness3™
ECG
• Asthmapolis Sensor
Kit10
- 19. © 2013 Qualcomm Life. All rights reserved.
2net Recommended Generic Kit Combinations (Cont…)
• Entra Glucometer
MGH-BT1/MGH-1™
• A&D© BPM UA-767 PBT-C
(Continua)
• A&D© WS UC-321 PBT-C
(Continua)
• Choicemed MD300C138T2
• MIR Spirotel e-health lab
• A&D© WS UC-321PBT
• A&D© BPM UA-767PBT
• Nonin®
Pulse Oximeter 9560
Onyx II
• Polymap GMA
Kit11
• Entra Glucometer
MGH-BT1/MGH-1™
• A&D© BPM UA-767 PBT-C
(Continua)
• A&D© WS UC-321 PBT-C
(Continua)
• Choicemed MD300C138T2
• MIR Spirotel e-health lab
• Zephyr™ BioHarness3™
• Omron Pedometer HJ721IT
• Omron WS HBF206IT
(Continua)
• Omron BP7219IT (Continua)
• Nonin®
Pulse Oximeter 9560
Onyx II
• Entra Glucometer
MGH-BT1/MGH-1™
The
following
kits
were
tested
as
part
of
2net
interop/cerFficaFon
test
efforts
• Subset
of
devices
per
kit
(“Lite-‐Kits”)
are
also
supported
• Omron Pedometer HJ721IT
• Fora WS W310b
• Fora BP P20b
• Fora glucometer G31b
• Nonin®
Pulse Oximeter 9560
Onyx II
• Omron BP729 IT (Continua )
• Nonin®
Pulse Oximeter 9560
Onyx II
• Fora WS W310b
• Polymap GMA w/ Abbott
Freestyle
• Polymap GMA w/ Bayer
Contour or Ultra
Kit14
• Omron BP729 IT (Continua)
• Nonin®
Pulse Oximeter 9560
Onyx II
• Fora WS W310b
• Polymap GMS with Abbott
Freestyle
Kit12
19
Kit15
Kit16
Kit17
Kit18
• Omron BP729 IT (Continua)
• Choicemed MD300C138T2
• Fora WS W310b
• Polymap GMS with Abbott
Freestyle
Kit13
• Choicemed MD300C138T2
• MIR Spirotel e-health lab
• Fora®
Thermometer
IR20b/IR21b
• Fora®
WS W310b
Kit19
• Entra Glucometer
Entra Glucometer
MGH-BT1/MGH-1™
• Omron BP729 IT (Continua)
• Omron HBF206 IT
(Continua)
• Nonin®
Pulse Oximeter 9560
Onyx II
• MIR Spirotel e-health lab
Kit20
