Smart equipment deserves smart support

No, only alarms and other instrument health related information:

• UNICORN™ software-generated alarms, errors, and warnings including user acknowledgement.
• Windows event logs from the workstation.
• Service and communication logs.
• Run state and system utilization statistics.
• Daily system reports that describe the computing environment, software, and firmware versions.
• Accumulated component use such as lamp hours, volume of fluid pumped, and more.
• Audit logs that record key runtime events such as method start and stop, and are used to help service engineers to understand the context for any generated alarms and alerts. Audit logs are anonymized to remove username, method, and result names and do not include detailed process information.

Amazon Web Services (AWS) is our secured cloud solution for collection and storage of data.

AWS employs multiple Global Compliance programs:

• CSA — Cloud Security Alliance Controls, ISO 9001—
• Global quality standards, ISO 27001 — Security
• Management Controls, ISO 27017 — Cloud Specific
• Controls, ISO 27018 — Personal Data Protection, PCI
• DSS Level 1 — Payment Card Standards, SOC 1 — Audit
• Controls Report, SOC 2 — Security Availability and
• Confidentiality Report, and SOC 3 — General
• Controls Report.

Product security policies and practices at Cytiva ensure that our software tools are developed, deployed and maintained securely within the AWS infrastructure in accordance with the AWS Shared Responsibility Model.

Our service actively monitors data and alerts coming from the instrument, but never pushes any requests or information down to the instrument. This communication is similar to a one-way phone call, where only the instrument can initiate this phone call. Alerts are sent via e-mail and SMS to our Online Center (OLC) and local field service engineers as well as self-service e-mails to users.

No, this is only a hosted offering. The true value of our cloud based asset management system is the fast access to knowledgeable support with the OLC and field service engineers, and this is only possible with the use of cloud connectivity.

We can deactivate your service remotely upon request.

Only our current online engineers (OLEs) can access your information and the data it collects with your permission. All our online engineers are pre-qualified to meet our strict security requirements.

Dependent on the alarm level, there may be no action needed. There are many alarms which have one or more common resolutions that can be performed without the need for an onsite visit. For these, an autogenerated e-mail is sent to those subscribed with possible solutions to get your system back up and running. You can opt out of any or all alerts, as you wish.