Remote Diagnostic Service (RDS)
Additional support for producers with OMNI-4000 sites
Remote Diagnostic Service (RDS) is an additional service available only to OMNI-4000 customers.
Phason’s RDS programs provide customers the level of technical support and information management they need to manage and get the most of their OMNI-4000 systems. The RDS programs, which require a modem and pc Anywhere (not included), are annual, remote diagnostic service contracts that provide you with technical support via modem, and phone. RDS service is free for the first three months following the installation of an OMNI-4000 system.
There
are two ‘pillars’ or components to the RDS program: Technical
Support and Maintenance and Data and Information Management Services.
Technical Support and Maintenance
- Telephone and e-mail contact with Phason Customer Support, which may involve Phason connecting by modem to remote sites. This support includes the OMNI-4000 system software and hardware.
- Technical field service and annual site audits
- Phason engineering resources- when required, Phason's engineering department acts as a resource to Phason Customer Support, assisting in resolving more-difficult problems.
- New software maintenance releases
Data and Information Management Services
- Database management of OMNI production data
- Regular remote data capture-Phason will transfer OMNI production data off the farm, store configuration, setting, and operating data such as the audit log, communication log, error log, password files, and system status files.
- Weekly data file warehousing and customizable report generation
- Information backup-Phason maintains a copy of the OMNI-4000 system information on a CD and provides you a copy once a year.
- Remote Client Access (RCA)-Allows authorized users to remotely access Phason's central database for mining data and generating reports. RCA uses secure VPN (virtual private network) information technology.
Three levels of service
All OMNI-4000 purchases include 90 days of RDS support. In addition, Phason offers three levels of Remote Diagnostic Service, each designed to meet your individual business needs: RDS Platinum, RDS Gold, and RDS Silver.
RDS Platinum
- New software maintenance releases
- Unlimited inbound calls per month
- Unlimited outbound modem support
- Half-day technical site audit
- Remote data collection (every three days)
- Database management and warehousing
- Monthly custom report generation
- Remote client access
RDS Gold
- New software maintenance releases
- Unlimited inbound calls per month
- Four hours of outbound modem support per month
- Remote data collection (weekly)
- Database management and warehousing
- Monthly custom report generation
- Remote client access
RDS Silver
- New software maintenance releases
- Unlimited inbound calls per month
- Two hours of outbound modem support per month
General RDS information and terms
Remote diagnostic service (RDS) is available Monday to Friday from 8:00 AM to 4:30 PM central time, excluding holidays. During these times, customer support will respond to all calls within three hours. No service calls will be taken before or after these hours.
All RDS plans include outbound modem support. Outbound modem support does not accumulate and is only available for that month.
All RDS plans include and unlimited number of inbound calls. Inbound calls are calls from the site to Phason customer support.
For more information about the plans and costs, see the feature sheet below or contact Phason.
Additional information
- RDS feature sheet (PDF - 193K)
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