Cenova Image Analytics Server 3.0 Installation & Service Manual
Chapter 1: Introduction
MAN-05205 Revision 003
Page 3
1.2 Service Policies and Procedures
This section summarizes Hologic’s service policies.
Understanding the Field Engineer’s Role
Your primary role as a Field Engineer is to install and configure the system, and address
system problems when the customer requires on-site support.
On-site support is usually required when the problem cannot be resolved by operator
intervention and when a TAC representative cannot resolve the problem remotely.
When performing an on-site service call, you may contact a Hologic service
representative at any time for assistance.
On-Site Service Protocol
Field Engineers work closely with Hologic’s TAC representatives, who can gain access to
the systems directly from the factory by way of the system Hologic Connect™
connection. In this way, they can recognize and diagnose complicated software or faulty
hardware components, and direct you, the local Field Engineer, in the best course of
action to repair the system.
Understanding Service Call Handling and Escalation
The TAC representative who receives the incoming service call at Hologic determines the
severity of the problem. If the problem cannot be resolved immediately through simple
operator intervention, the following steps take place:
1.
The TAC representative analyzes the problem using the Hologic Connect service. If
the problem can be resolved remotely, the TAC representative does so at that time.
2.
If the TAC representative cannot resolve the problem from the factory, a local Field
Engineer is dispatched to contact the site.
3.
The TAC representative may interact with the Field Engineer to resolve the problem,
which may require recommending that the Field Engineer order replacement parts.
The TAC representative can recommend which parts to replace and provide part
numbers to the Field Engineer.
4.
If the TAC representative in consultation with Service Engineering is not able to
resolve the problem, the problem is escalated to Engineering.
5.
The local Field Engineer completes related online service documentation.
