ServiceMax Zinc vs Online Support

Zinc connects technicians with the people and information they need. Zinc Real-Time Communication connects technicians in real time with the people and information needed to confidently get the job done quickly and correctly, allowing the organization to reduce mean time to repair, boost customer satisfaction and improve employee engagement. Instead of turning to non-compliant consumer apps, service teams can now turn to a powerful, yet easy to use, team communication platform purpose-built for their needs — ServiceMax Zinc. Hotline Communication: • Connects technicians to the right expert instantly with Hotline bots • Bypass long call canter queues and email exchanges to get information quickly and efficiently • Track every request • Measure resolution times, quality of internal service, and adapt Hotline staffing to changing demands Broadcast Communication: • Broadcast information in real time to your teams’ mobile devices • Alerts fill the screen, requiring team members to interact with the message to continue in the app • Target a specific group of employees based on critera such as group membership, department, location, work skills, or role Team Communication: • Communicate 1:1 and in groups • Text, voice, video, content sharing and location sharing • Conversations linked to ServiceMax records (such as Assets, Work Orders, Cases, Returns) for easy reference and access Security: • Military-Grade Encryption • Customer Data Security • Data Center Security • Application Security • Business Continuity and Reliability Privacy: • Data Ownership • Custom Data Storage and Deletion • Multi-Factor Authentication • SSO and SAML 2.0

The Online Support application is designed specifically for labs utilizing Roche Instruments and Analyzer. The application aims to support our customers in the lab in managing any type of issue or question related to their active install base. Users will have an end-to-end issue management tool that consists of a digital logbook for documentation, self-help troubleshooting guidelines, and an easy and quick way to escalate issues directly to their respective Roche Service organization. The application shall allow users the following: - scan QR code on the instrument/analyzer (if available locally) to identify the instrument by its serial number - receive troubleshooting guidelines if available based on the captured alarm code - find similar issues and their resolution based on the alarm code - add description of the issue and attach images - check status of the issue - search for information in known issues within integrated Digital Logbook - check the dashboard with overall status of the issues Not to be used by patients. Does not include Diabetes Care. All user accounts of Online Support are created, stored and managed through DiaLog Portal. After the registration, a key is stored and encrypted on your device, which is valid for one week. Further access to the app is only possible with your FaceId, TouchId or PIN. After one week of inactivity the registration key will be automatically removed. Please make sure that you do not send your PIN to third parties. It's your responsibility to keep your phone and access to the app secure. We therefore recommend that you do not jailbreak or root your phone, which is the process of removing software restrictions and limitations imposed by the official operating system of your device. It could make your phone vulnerable to malware/viruses/malicious programs, compromise your phone's security features and it could mean that the Online Support app will not work properly or at all. In case your device is stolen or irretrievably lost, make sure that you remotely lock and change your passwords.