Remote Advisor. One simple step. One fundamental leap in productivity. Maximize Your Agilent Advantage Service Offering. Page 1

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1 One simple step. One fundamental leap in productivity. Remote Advisor Maximize Your Agilent Advantage Service Offering Page 1 October 2009

2 Top Three Customers Needs 1. Simple, personal, and effective access to Agilent expertise and updates 2. Detailed insight into asset availability, utilization, and capacity 3. Proactive notification of potential problems It is easier than you think

Simple and Effective Access to Agilent Experts RemoteAdvisor Assist : Optimize Your Service Experience with Agilent Features Simple, easy connection to Agilent for those unscheduled problems

Increase instrument availability and throughput to meet deadlines Customer Testimony The thing I like about Remote Advisor is that we don t have to spend time waiting on the phone, we can just

3 Simple and Effective Access to Agilent Experts RemoteAdvisor Assist : Optimize Your Service Experience with Agilent Features Simple, easy connection to Agilent for those unscheduled problems Request expert help with a click of a mouse from your desktop Easy access to updates and information Customer Benefits Reduce lab analysts time to troubleshoot and stay focused on their work Increase instrument availability and throughput to meet deadlines Customer Testimony The thing I like about Remote Advisor is that we don t have to spend time waiting on the phone, we can just type in our problem and someone will call us relatively quickly. The analyst can move on to other things while they are waiting. Danny Chance, Organics Program Manager, Accurate Environmental Labs

4 Remote Advisor Assist How Does It Work Remote Advisor Assist : Customer Perspective With one click the Click thenow Submit Agilent has Remote Advisor instrument is button and the your request and makes it simple identified instrument willcontact be to Agilent diagnostics are a responding to when you have automatically you shortly problem gathered th d

5 Remote Advisor Assist How Does It Work Remote Advisor Assist : Agilent Call Center Perspective The Remote Soon theadvisor Agilent contains link makes it a possible Call Center will that takes for the customer receive anthe customer service service engineer notification engineer rightthey to to seem like your it the t are atinstrument tht instrument with you

6 Remote Advisor Assist Remote Collaboration How Does It Work You (the customer) Agilent Customer Service Engineer You are on then the required phone with to approve Before Sometimes Agilent This Once The Agilent Remote the the initiates connection remote your Customer Collaboration the problem collaboration request is Service established requests for best a Agilent the desktop trying sharing to resolve request your Remote then between Engineer session resolved waits is Collaboration Agilent when then established, for your initiates Agilent and Gateway the session can the your desktop see Agilent by your problem Now you are sharing selecting report Gateway, sharing Customer desktop. your desktop into request Remote the Service Agilent Remote Agilent that Advisor and Engineer you Customer Desktop retrieve must makes must then it with Agilent while still Sharing request. Service approve finally simple maintaining enter and Engineer link secure, the from remote then with Remote request collaboration you in to full control control Advisor share password. the interface desktop This password is set, maintained, and supplied by the you

Remote Advisor Assist Software Updates Remote Advisor Assist : Helps you stay

updates either can be be makes update receiving deployed sent are download now

immediately you a as are and to new on receive then your or at selected.

updates time Gateway defined from available your software Agilent.

Updates review to distribution review ib and ti are only sent system Update

7 Remote Advisor Assist Software Updates Remote Advisor Assist : Helps you stay current Remote Deploying Packages s The You then systems new can Advisor updates either can be be makes update receiving deployed sent are download now to it let is on simple as the you a new webpage simple for know update immediately you a as are and to new on receive then your or at selected. Remote selecting the package integrate a scheduled latest Advisor with a updates time Gateway defined from available your software Agilent. update for your package. Updates review to distribution review ib and ti are only sent system Update approval to Remote or packages Advisor download are An update easily from Gateways. each distributed package system can via The you be the a Remote software Gateways wish to update. Advisor update, are infrastructure a simply new macro, a a service repository note, of new firmware, information and any other updates relevant update

Detailed Insight Into Your Instruments Remote Advisor Report : Availability, Utilization, Capacity, and

insight into your instrument operations Manage assets real-time by identifying problems with SOPs, training,

project deadlines by understanding current capacity and possible impacts of scheduled maintenance and

This is all the data I ve been trying to figure out how to efficiently track for the last 2 years.

8 Detailed Insight Into Your Instruments Remote Advisor Report : Availability, Utilization, Capacity, and Error Features Real-time views across instruments within specific operating days and hours for complete insight into your instrument operations Manage assets real-time by identifying problems with SOPs, training, and maintenance Customer Benefits Improved project planning by understanding instrument utilization Meet project deadlines by understanding current capacity and possible impacts of scheduled maintenance and repairs Customer Testimony I absolutely love this system so far. This is all the data I ve been trying to figure out how to efficiently track for the last 2 years. Uptime, runtime, downtime, errors, # and nature of service calls. Why did I not get this installed sooner? Matthew Ragusa, Lab Manager, Clinical Quality Control, Elan Pharmaceutical

9 Full-featured Inventory and Asset Reporting Easily track and manage your systems with insight from Remote Advisor - Report Report Templates include: Lab at a Glance Report Asset Report Required Maintenance Report Module Movement Report Availability & Utilization Report PM/OQ Status Report Error History

Know Immediately When There Is An Instrument Problem Remote Advisor Alert : Consistent, Predictable Performance Features Real-time notification with real-time email and SMS text alerts Full

project deadlines by preventing rework and waste Customer Testimony our instrumentation; Remote Advisor Alert provides us the capability of being contacted via text message or email when the system

10 Know Immediately When There Is An Instrument Problem Remote Advisor Alert : Consistent, Predictable Performance Features Real-time notification with real-time and SMS text alerts Full configurability so you only receive alerts when you need them Customer Benefits Allow users to walk away from instruments while staying informed of instrument status and maintenance requirements Meet project deadlines by preventing rework and waste Customer Testimony our instrumentation; Remote Advisor Alert provides us the capability of being contacted via text message or when the system has a fault. On a weekend this contact could prevent the loss of a critical sample. This has been recommended for statewide use throughout our system and should prove to be an invaluable asset to our agency. Toxicology Supervisor, State Department of Law Enforcement

Select the type of notification(s) desired (Note: A notification will be

11 Remote Advisor - Alert Remote Advisor Alert : Simple to create Step I: Select the instrument Step II: Select the Alert type Select the event(s) Select the type of notification(s) desired (Note: A notification will be created for each event) Step III: Enter contact details Select Submit Page 11

Real-time Alerts Remote Advisor Alert : Email and/or SMS Every time that event occurs

12 Real-time Alerts Remote Advisor Alert : and/or SMS Every time that event occurs for the instruments selected, the alert you selected will be sent to you within 15 minutes

Agilent Remote Advisor Architecture Components DS GW Data Source Software Agent: Gathers data from your instruments Supports two deployment models:

instruments and Agilent Supports up to 100 instruments Typically deployed one per building/floor GWC Gateway ay Controller o Software: Empowers the customer to

13 Agilent Remote Advisor Architecture Components DS GW Data Source Software Agent: Gathers data from your instruments Supports two deployment models: ChemStation/EZChrom data system, supporting up to 4 instruments Standalone (PC), connecting up to 20 instruments Gateway Server: Access point between your instruments and Agilent Supports up to 100 instruments Typically deployed one per building/floor GWC Gateway ay Controller o Software: Empowers the customer to define access policies and permissions for added security and auditing Typically deployed one per site Co-resides on the Gateway GWC GW DS Customer Network Agilent Support Infrastructure

14 Addressing IT Security Concerns Features Only the Remote Advisor Gateway requires Internet access No external IP address or access Industry accepted standards for firewall access and data encryption and authentication Customer Benefits Your instruments and data systems don t need Internet access No new entry ypoint for intruders and no increased risk of virus attack Industry-hardened, robust solution that integrates with existing security policies Customer Testimony Everything I saw showed Agilent s concern for strong security measures and gave us a lot of control, which lowers my risks. IT, Major Government testing facility

15 Connecting Remote Advisor It s Easier Than You Think The top biopharma, environmental, and chemical companies around the world are connecting to Remote Advisor because: It s based on an infrastructure that s already embraced and approved by IT Remote Advisor integrates with Remote Advisor does NOT require Corporate Firewalls Instrument or data system Internet access Corporate Security Dedicated VPN Corporate Proxies Access to customer data Qualified Data Systems External IPAddresses That s why Remote Advisor is connected at 6 of the top 10 at s y e ote d so s co ected at 6 o t e top 0 pharmaceutical companies worldwide

16 Included In Your Agilent Advantage Service Plan Get the Full Value of Your Agilent Service Contract with Remote Advisor Proactive tools to enhance your instrument productivity Agilent Agilent Agilent Advantage Advantage Advantage Gold Silver Bronze Remote Advisor Assist Remote Advisor Report Remote Advisor - Alert So why not take advantage of everything to which you are entitled?

17 Agilent s Advisor Solution Working together to provide you the best instrument management available Lab Advisor Remote Advisor Everyday routine maintenance, diagnostics, and repairs with real-time monitoring Full service and support with real-time monitoring, collaboration and reporting 10/28/2009

18 Lab Operations Activities Remote Advisor Scheduled and Planning Lifecycle and Preventative Maintenance Utilization and Capacity Unscheduled Real time Alerts Self directed Troubleshooting and Repair OEM Troubleshooting and Repair Lab Advisor Daily Performance Verification Maintenance

19 Daily Activities Lab Advisor Makes Sure These Are Done Early Maintenance Feedback Maximizes instrument performance with real-time notifications when basic upkeep tasks are required Test and Calibration Quickly and consistently identify chromatographic and hardware problems Daily Maintenance Schedule all system activities with well known calendar and warnings

20 Unscheduled Activities Lab Advisor and Remote Advisor Troubleshooting & Diagnostics Lab badvisor provides application independent guided diagnostics and test to help identify problems. Expert Help from Agilent Remote Advisor Assist provides a simple, easy connection to Agilent experts for those unscheduled problems.

21 Scheduled and Planning Activities Remote Advisor Provides Real-time Access with the Detail You Need Lifecycle & Preventative Maintenance Remote Advisor reports and alerts identify instruments and procedures that need attention ensure the lab is running smoothly. Utilization & Capacity Planning Remote Advisor reports provide the insight and accuracy needed to manage lab capacity and utilization. Real-time alerts ensure failures have a minimal impact on throughput

22 The Agilent Advisor Family Providing All of Your Instrument Management Needs Lab Advisor Remote Advisor Real-time Monitoring Alerts and Notifications Guided Diagnostics Maintenance Procedures & System Tests Performance Monitor Extensive Documentation Simplified Service Interaction Remote Collaboration Lab Management Reporting

23 Agilent Lab Advisor and Remote Advisor Unmatched monitoring, diagnostic, and reporting capabilities to ensure optimal performance and maximum availability and utilization Oct 2009

Comprehensive Service Options for Your Lab

Comprehensive Service Options for Your Lab Agilent Services and Support Portfolio Service solutions that streamline processes and improve productivity A portfolio of services designed to help you meet