Frequently Asked Questions
GENERAL What is Connections INSIGHT Remote Services?
Connections INSIGHT® Remote Services is a portfolio of real-time remote monitoring and diagnostic services. Leveraging the power of the internet and a patented technology, Connections INSIGHT Remote Services securely connects your instruments with Waters technical experts to help you increase your laboratory productivity. Connections INSIGHT Remote Services is a key benefit of Waters industry-leading Total Assurance Service Plans and offers several service levels to meet your needs:
Which types of information does Connections INSIGHT Remote Services collect and how is it used?
Connections INSIGHT Remote Services collects only specific instrument usage information, such as system parameters, error codes, and log files. This information helps Waters monitor system performance. A monthly Performance Status Report provides you with the information to help you manage your resources and plan capacity needs.
Does Connections INSIGHT Remote Services expose my network and computers to a security risk?
Definitely not! Connections INSIGHT Remote Services uses a patent pending communication technology that allows point-to-point communication through your existing firewall without requiring any changes to your security infrastructure.
BENEFITS
How does Connections INSIGHT Remote Services help me meet my business objectives?
Using iAssist allows you to access Waters experts no matter where they are physically located in the world.
This eliminates the time lag of waiting for an on-site visit so your instrument is back on line and productive quickly.
If the issue requires a part to resolve, the Field Service Engineer arrives at your site with the correct part for a fast first time fix.
iAlert continually checks the well-being of your instrument even when you are not in the lab. For example, if your instrument has stopped processing samples because of a missing vial you find out sooner rather than later reducing the amount of rework that may need to be done. Connections INSIGHT Remote Services offer three service levels: iAssist, iAlert, and iHelp.
COMPLIANCE
Has Connections INSIGHT Software been validated?
Yes, Connections INSIGHT Software has been structurally validated on both Empower™ or MassLynx™ Software. There are no known issues.
Do I need to re-qualify my system after installing Connections INSIGHT Software?
Connections INSIGHT Software is independent of your chromatography data systems or instrument control software. Previously qualified software or instruments do not need to be re-qualified unless required by your Standard Operating Procedures (SOPs). Waters recommends that if you do re-qualify you run System Suitability Tests (SSTs) before analyzing any unknown samples.
PERFORMANCE
Does Connections INSIGHT Software affect my data system?
No, while Connections INSIGHT Software is installed on the same computer that runs Empower or MassLynx Software, it operates independently of your data system. Connections INSIGHT Software collects instrument diagnostic information directly only from your instrument.
Does Connections INSIGHT Software impact the performance of my instrument or network?
No, bandwidth utilization is minimal. The Connections INSIGHT Service Agent uses an extremely efficient protocol that ensures little impact on your instrument or network performance. Typical transmissions range from 0.5 to 3 KB of information.
SECURITY
Does Connections INSIGHT Software work with our existing network security infrastructure?
Absolutely! Waters works closely with your IT department to ensure that Connections INSIGHT Software is integrated into the network security that your company already has in place. Each instrument communicates point-to-point to Waters through your firewall via the Connections INSIGHT Service Agent.
How does Waters ensure secure information transmission?
The Connections INSIGHT Service Agent communicates with the Connections INSIGHT Enterprise Server via transmissions that require password authentication to validate the identity of systems exchanging information with the server. All information transmissions are encrypted using the 128-bit Secure Sockets Layer (SSL) protocol. This is the same method banks and financial institutions use for on-line transactions.
How can I be certain that Connections INSIGHT Software information transfer is a one-way communication?
Connections INSIGHT Software requires only HTTPS port 443 to be open. This port does not allow web browsing. Waters randomly uses one of three IP addresses that are not visible outside your firewall. We can provide the addresses to you for added security so your IT department can limit outgoing communication only to these IP addresses.
How can I maintain control when using Connections INSIGHT iAssist service level?
Using Connections INSIGHT iAssist service level, you can grant Waters access to view your instrument remotely. Waters cannot initiate this service without your permission. All activity is password protected. You create the password and can change it at anytime. You can choose to give Waters different levels of access on an event by event basis. You are always in control and can terminate the session at anytime.
INSTALLATION REQUIREMENTS
Do we require a VPN connection to install Connections INSIGHT Software?
The Connections INSIGHT Service Agent is responsible for initiating communication in a manner compliant with the secure computing environment at your site. There is no need to set up expensive VPNs (Virtual Private Network) to implement Connections INSIGHT Software. The only requirement is an internet connection.
My systems are configured in an Empower network environment. Where should I install the Connections INSIGHT Service Agent?
You should install the Connections INSIGHT Service Agent on all Empower acquisition clients, LAC/E™ acquisition servers, process only clients, and Empower network servers.
Does Connections INSIGHT Software work with proxy servers?
Yes, Connections INSIGHT Software can be installed in a proxy environment.
Can Connections INSIGHT Remote Services connect to the Internet through a wireless device?
Yes, Connections INSIGHT Remote Services is fully compatible with wireless networking devices using your existing connectivity and IT Protocols.
