服务与支持

远程支持

远程支持协议

牛津仪器等离子技术的远程支持方案专为那些自行维护其系统、使用自己的现场技术团队的客户而设计，同时需要我们工程师远程提供宝贵支持的客户。

您还将获得一个远程支持工具包和预防性维护（PM）工具包，以及直接联系牛津仪器工程师的权限，可以引导您进行远程PM。在我们的工程师远程进行故障排除时，还可以确定需要更换的维修零件。

此外，您还将享受未来服务（包括备件、耗材和升级）的10%折扣。

我们的远程支持套餐可以通过现代通信应用程序交付，例如牛津仪器Live Assist和TeamViewer，这意味着我们的工程师可以立刻连接并实时协作，无论他们身在何处，您所在何地。

使用远程支持工具包中包含的免提和头戴式RealWear智能眼镜，您可以立即与我们的专业工程师建立远程支持的连接并进行协作。通过这些现代技术进行连接，我们的工程师可以远程评估您可能遇到的任何问题，并实时解决系统问题，同时引导您进行远程PM。

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下载手册

牛津仪器Live Assist	TeamViewer
与您的移动设备/平板电脑进行即时远程视频和音频连接	与您的系统电脑进行安全的远程连接
与附带的RealWear智能眼镜兼容，实现完全免提通信	允许工程师控制单个系统组件
屏幕上的增强现实注释工具允许实时突出显示、指向、绘图、文本和测量。让您能够使用我们的知识和支持	允许工程师搜索和查看流程日志，以识别任何系统问题
三维模型、pdf手册、图表和捕获的图像等的实时屏幕共享和协作。让您能够使用我们的知识和支持	允许工程师远程实时操作您的系统
工程师可远程确定问题所在，并确定所需的更换部件	受端到端的256位AES加密、双因素认证、细粒度访问管理、设备授权以及其他工业级安全功能的保护
记录和存档会话，包括聊天、共享文件和用户活动日志，可用于报告、培训和解决冲突	稳定连接。即使在低互联网带宽环境中也能实现稳定连接和最佳传输质量

请联系我们了解价格和更多信息。

我们还提供更多的服务支持套餐。有关牛津仪器等离子技术服务支持套餐的全部详细信息，请访问我们的网页。

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	REMOTE SUPPORT	SELF SUFFICIENCY	SELF SUFFICIENCY PLUS	PRIORITY SUPPORT	PRODUCTION CRITICAL
Duration	12 months from end of warranty period		24 months from acceptance or 90 days from delivery	12 months from end of warranty period	24 months from acceptance or 90 days from delivery
Upgraded warranty			✔		✔
Training		1 credit	2 credits		2 credits
Technical Help Desk opening hours	Normal office hours: 08:00-17:00 Monday-Friday
Technical Help Desk response time	Within 48 hours	Within 24 hours	Within 4 hours	Within 24 hours	Within 4 hours
Engineer site visits	Remote support Toolkit sent in advanced of PM	10% discount for engineer site visit	Up to 2 visits. Engineer prioritised on-site within 2 working days	Up to 2 visits. Engineer prioritised on-site within 5 working days. 10% discount for further engineer visits	Unlimited visits. Engineer prioritised on-site within 2 working days
Preventative Maintenance	1 PM Kit / module with dedicated engineer connected remotely	✔	✔	✔	✔
Parts (not including Consumables)				Optional extra	Optional extra
Discount on all spares	10% discount	10% discount	15% discount	10% discount	15% discount
Software Help Desk support	10% discount	10% discount	Normal office hours: 08:00-17:00 Monday-Friday
Software Help Desk response time			4 hours	24 hours	4 hours
Software Assurance Agreement	10% discount	10% discount	Min. once per annum feature release	10% discount	Min. once per annum feature release

	REMOTE SUPPORT	SELF SUFFICIENCY	SELF SUFFICIENCY PLUS	PRIORITY SUPPORT	PRODUCTION CRITICAL
Duration	12-36 months
Training		1 credit	2 credits		2 credits
Technical Help Desk	Normal office hours 08:00-17:00 Monday-Friday
Technical Help Desk min. response time	Within 48 hours	Within 24 hours	Within 4 hours	Within 24 hours	Within 4 hours
Engineer site visits	Remote support Toolkit sent in advanced of PM	10% discount	Maximum 2 visits with engineer on-site within 2 working days	Maximum 2 visits with engineer on-site within 5 working days and 10% discount for further visits	Unlimited visits with engineer on-site within 2 working days
Preventative maintenance	1 PM Kit / module with dedicated engineer connected remotely included	✔	✔	✔	✔
Parts (not including consumables)				Optional extra	Optional extra
Discount on all spares	10% discount	10% discount	15% discount	10% discount	15% discount
Software Help Desk	10% discount	10% discount	Normal office hours 08:00-17:00 Monday-Friday and response within 4 hours	Normal office hours 08:00-17:00 Monday-Friday and response within 24 hours	Normal office hours 08:00-17:00 Monday-Friday and response within 4 hours
Software Assurance Agreement	10% discount	10% discount	Minimum once per annum feature release	10% discount	Minimum once per annum feature release