About GE's Remote Operation Center (ROC)

The ROC monitors over 175+ systems worldwide

• Global operations, co-located with GE Medical Systems Modality On-line Center and Engineering teams

• Built on more than 15 years of GEMS On-line Support and InSite Technology.

• Industry certified, dedicated PACS, RIS, SSP, Network, and CV IT Support engineers

• Delivering Proactive Remote Support over secure private connections

• Database of service problems and resolutions, provides historical system information and faster problem resolution.

Traditional Support Process

• Service call initiated by the customer

• GE's Remote Operations Center performs remote diagnoses to resolve customer identified issues

• Reactive Service

ACTIVE System Management and Lake County Hospital

Connected ….Lake County Hospital and GE's ROC

• Permanent secure connection between Hospital and GE's ROC.

• Connectivity options include VPN & Frame Relay

• ASM Software agents reside on the IMS, LT Archive, HIS/RIS interface and Web Server

• Software agents monitor over 100 key logs, processes and thresholds

• Because agents reside on the system, they are active and will automatically check performance around the clock

ASM Checks

ASM is continuously monitoring the "Transaction Log Free Space" and as the threshold exceeds a pre-established limit, an alert is generated and automatically sent to the ROC.

About Transaction Log Free Space

TLFS logs all database transactions and if it fills beyond the threshold limit, retrieving or sending exams will become a problem and could ultimately shut down the system.

Alert message received by the ROC

• Through a secure and dedicated persistent link connection, the alert is sent instantly to the ROC team.

• A ROC engineer analyzes the transaction log free space alert message.

Corrective Action Performed

• The ROC Engineer has the ability to truncate the transaction log free space setting the system back to normal operation.

• The ROC's ability to proactively fix this problem minimizes any interruptions to the systems performance allowing users to benefit from an optimal level of performance.

• 50% of system issues resolved prior to customer impact and most issues have the ability to be fixed without an FE on site.

• All Systems Green

Key Benefits

Depth and experience of our people and technology ensure top performance

• Proactive and Active Vs. Reactive fixes problems before they become critical

• Maximizes System Uptime

• Increased System Productivity

• Around the Clock Support