©2009 Waters Corporation | COMPANY CONFIDENTIAL ©2011 Waters Corporation

Remote Services Worksop

2nd Nordic MS Symposium

Båstad 7th-8th November 2011

Steve Lewis / Tore Caesar

©2011 Waters Corporation 2

Agenda

iRequest

Remote Services

— Connections Insight

— TeamViewer etc.

Remote Services

— Technical Details

— Live demonstration

©2011 Waters Corporation 3

iRequest

What is it ?

— Online call logging

What benefit is it to me as a customer ?

— Call opened directly in our Call System

— Out of office hours

— Avoid queuing

— Call goes direct to the Expert Centre

— Prioritisation over emails

— Email confirmation of call registration

— Date stamp in our system

— Optimised technical support

— Online visibility of all your calls and their status

©2011 Waters Corporation 4

iRequest

©2011 Waters Corporation 5

iRequest

©2011 Waters Corporation 6

iRequest

©2011 Waters Corporation 7

iRequest

©2011 Waters Corporation 8

iRequest

Requires only 1st 3 letters of your

company name (same as in Waters system) E.g. Folkehlese = NAS

Ullevål = OSL Lundbeck = H. L

CHECK Service Report!

©2011 Waters Corporation 9

iRequest

©2011 Waters Corporation 10

iRequest

NOTE – Can take a few minutes for this

window to appear (even with 502 Gateway

error call was still logged in CIT)

©2011 Waters Corporation 11

iRequest - email notification to customer and to Waters Expert Centre

Customer confirmation email

Notification received in Service Email Box

©2011 Waters Corporation 12

Customer Call Tracking View

©2011 Waters Corporation 13

Service call is created directly from the iRequest in the Waters call system

©2011 Waters Corporation 14

Remote Services

Connections Insight (Waters)

TeamViewer (Non-Waters)

©2011 Waters Corporation 15

Remote Services

What is it ?

— Remote Instrument operation

— Proactive intelligence (Connections Insight)

What benefit is it to me as a customer ?

— Uptime !

— Training

— Personal Use

Security ?

Cost ?

©2011 Waters Corporation 16

Connections Insight

Current version 3.1

Installed as an option with latest Acquity UPLC ICOP, 1.5

iAlert, iAssist, iHelp

Easy to manage through iManager

©2011 Waters Corporation 17

Connections Insight - Security

Axeda ServiceLink

VeriSign Security certified application

Secure Sockets Layer (SSL) 128-bit encryption

Only port 443 – does not allow general web browsing (port 80)

IT can allow access to waters.axeda.com URL only

Password automatically generated for every session

I Assist must be initiated by user

©2011 Waters Corporation 18

Connections Insight – White Paper

©2011 Waters Corporation 19

Connections Insight - References

Visit http://www.axeda.com/community/customers/all/a for

references

©2011 Waters Corporation 20

TeamViewer

256 bit-encryption

Based on same standards as https/SSL

Install or use web application for one-time use

Password automatically generated for every session

www.teamviewer.com

©2011 Waters Corporation 21

TeamViewer

©2011 Waters Corporation 22

TeamViewer – Security Statement

©2011 Waters Corporation 23

TeamViewer - References

http://teamviewer.com/en/company/references.aspx

http://teamviewer.com/images/pdf/TeamViewer_SecurityState

ment.pdf

©2011 Waters Corporation 24

Questions ?

?

Tore_Caesar@waters.com

©2011 Waters Corporation 25