Qualcomm Life Connect 2013: On Boarding and Customer Support

#CONNECT2013

On Boarding and Customer Support

© 2013 Qualcomm Life. All rights reserved.

Agenda •  2net System Architecture •  Customer Support Improvements •  System Access and Management (SAM) Roadmap •  Software Release Schedule •  Documentation and Training Improvements •  Device Roadmap and Device Interactions •  Q&A

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Qualcomm Life Ecosystem

3 Note: Both the 2net Hub and Pla2orm are (1) FDA listed Class I MDDS (US) (2) CE registered, Class I listed MDD under EU DirecFve 93/42/EEC (Europe) (3) Class I listed CMDCAS (Canada).


Video: How 2net Works

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#CONNECT2013

Customer Support Improvements


•  Improve the On Boarding Process •  Give Customer Portal Access at the beginning of On Boarding •  Rewrite REST DocumentaFon to provide more clarity and incorporate 2net Connect APIs

•  Rewrite On Boarding DocumentaFon •  Create Videos of key customer acFviFes

•  Create new administraFve features for: •  Hub and device management •  TroubleshooFng •  Enhance Customer Cares ability to support customers

•  Simplify the device registraFon and pairing process •  Give customers the ability to upgrade their own hub soWware. •  Provide customer support in the local Fme zones

Simplify 2net Customer On Boarding and Support


Action Plan and Accomplishments

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•  Build a more robust System Access and Management (SAM) Pla2orm •  Manage hubs and devices in near real Fme •  Make REST API development completely opFonal •  Launched REST APIs to support Hub Health InformaFon

•  Develop clear concise documentaFon and training materials •  Launched new 2net training program and documentaFon

•  Bridge the gap between customers and device partners •  Help drive wireless standards with device partners •  Formally partner with device OEMs to improve interoperability

•  Support AugmentaFon •  Build a support team in the US, and Europe •  Leverage Bangalore team •  Improved training for Fer 2 customer service team.

•  Launched new demo process that improves reliability and speeds up the conversion to a launched customer

•  Created upgrade scripts that allow field upgrades of hub pla2orm soWware •  Deploy new device adapters faster

•  Enabled three device OEM’s for hub SDK •  Virtual Hub beta test launch and support •  New devices added to por2olio

•  MIR, Choicemed, Polymap, Zephyr, Omron Pedometer •  New SalesForce admin portal improvements launching in September •  Launched Tier-‐1 monitoring dependency map for both US and EU 2net SP and companion


#CONNECT2013

2net Operational Training Kit


2net Operational Integration Training Kit

Up to date, comprehensive and customer centric documentation addressing various aspects of 2net integration including; •  System Architecture • REST Web Services API • Device Interaction Guide • Customer Support Portal User Guide •  Troubleshooting Guide

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What’s New?

New


2net System Architecture Overview

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CONTENTS 1 Introduction 2 What is 2net

2.1 High level system overview 3 2net Gateways

3.1 2net hub 3.2 Virtual hub

4 2net Service Platform 5 Data Delivery

5.1 Posting customer data 5.2 2net Connect API

6 Biometric Data Processing 6.1 Measurement device 6.2 Device communications with the 2net hub 6.3 Data communications to the SP and external systems

7 System Configurations 7.1 Customer configurations 7.2 Device connections

8 Service Security 8.1 Security layers 8.2 Hub transmission security pyramid

Hub

VirtualHub

MobileData

Network

2netServicePlatform

Internet

Visualization/Analysis

CustomerData handling

2net ConnectServer

BiometricData

•  A technical guide on 2net as a system and as a service


2net Device Interaction Guide

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CONTENTS 1.  Integrated Devices 2.  Device Dependencies 3.  Recommended Kit

Combinations 4.  Known Behavior and Issues

•  A technical guide on devices currently in the 2net ecosystem along with guidance on kit combina8ons and known device behaviors


2net REST Web Services API, Customer Version

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CONTENTS 1 Introduction 2 2net SP REST Web Services

2.1 Introduction 2.2 Request/Response 2.3 REST API overview 2.4 Create services 2.5 Read services 2.6 Update services 2.7 Error messages

3 Examples 4 Device Data Exporting

4.1 Customer device model adapters 4.2 Generic device model adapters

A Schemas B Error and Status Codes C REST Web Service Test Client Setup

C.1 REST setup and verification C.2 Sample scripts

D Supported Time Zones

•  A REST API guide that is relevant and customer friendly


2net Customer Support Portal User Guide

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CONTENTS 1 Introduction 2 Home Tab 3 Create, Edit and View Cases 4 Manage Hubs

4.1 Hub Management tab 4.2 View details for a specific hub 4.3 Activate/deactivate a hub 4.4 Transfer a hub 4.5 View hub-related transactions for a user

5 Manage Devices 5.1 Device Management tab 5.2 View details for a specific device 5.3 Activate/deactivate a device 5.4 Register a device 5.5 Transfer a device 5.6 View device-related transactions for a user

6 View Articles

•  A guide to naviga8ng the 2net SalesForce Customer Portal


2net Customer Troubleshooting Guide

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CONTENTS 1 General Troubleshooting Steps 2 Customer Portal Troubleshooting

2.1 Hub Management tab 2.2 Device Management tab

3 General Tips for Environments 4 Customer Portal Case Requirements

4.1 Case submission 4.2 Additional details

5 Common REST API Pitfalls 6 Customer Support Objectives

6.1 Customer Support Objectives 6.2 Incident Response

Assessed Severity Level Incident Response Objectives

1. Non-critical incident Example: Individual subscriber problems or questions

Ownership of case within 2 hours

Feedback to customer within 4 hours

Updates to customer within 48 hours

Escalation if necessary within 4 hours

Customer resolution within 7 business days

2. Critical incident Example: Complete loss of service to a 2net customer’s subscribers Example: Partial loss of service or severe degradation of service

Ownership of case within 15 minutes

Feedback to customer – Severity 1: Within 30 minutes – Severity 2: Within 60 minutes

Updates to customer – Severity 1: Hourly – Severity 2: Daily

Escalation within 30 minutes after assessing whether issue is Severity 1 or 2

Customer resolution – Severity 1: 8 hours – Severity 2: 16 hours

•  A guide on common Troubleshooting scenarios and techniques


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Medical Device Interaction Guide


2net Integrated Devices 2net Hub

The 2net Hub and 2net PlaCorm are individually listed with the US FDA as Class I Medical Device Data Systems (MDDS), are cer8fied as Class I Medical Devices under the EU Direc8ve 93/42/EEC (MDD) and are both CE Cer8fied.

•  A&D© BPM UA-767PBT

•  A&D© BPM UA-767 PBT-C (Continua)

•  Fora® 2-in-1 BG/BPM D40b (EU only)

•  Omron BP729 IT (Continua)

Blood Pressure Monitors

•  BodyMedia® LINK Armband AB185 (US Only)

Fitness & Wellness

•  Dexcom™ Continuous Glucose Meter

•  Entra Glucometer MGH-BT1/MGH-1™

•  Fora® Glucometer G31B

Blood Glucose Meters

•  Zephyr™ BioHarness3™ ECG

Heart Monitors

•  A&D© WS UC-321PBT

•  A&D© WS UC-321 PBT-C (Continua)

•  Fora® WS W310B

•  Omron HBF206 IT

•  Fora® Thermometer IR20b/IR21B

Weight Scales Thermometer

•  CleverCap® Medication Reminder

Medica=on Adherence

•  Asthmapolis Sensor Model 1

Respiratory

•  CTS© RF Gateway

Ac=vi=es of Daily Living

•  Nonin® Pulse Oximeter 9560 Onyx II

•  Choicemed MD300C138T2

Oximeter

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2net Device Dependency Guide •  Current 2net architecture precludes two BT SPP master or slave-‐master devices coexist on the same Hub. •  Asthmapolis, A&D Master BPM/Wt. Scale/Polymap, Choicemed Pulseox, Omron Pedometer (SPP) are all Master

or Slave/Master devices . Hence, please ensure these devices are not used together on the same 2net Hub.

Device Alterna=ves

A&D Master BPM (UA767 PBT) Fora D40b (EU only), Fora P20b (US Only), Omron BP 792IT ConFnua, A&D UA-‐767 PBT-‐C (ConFnua)

A&D Master Weight Scale (UC321 PBT)

Fora w310b, Omron HBF 206IT ConFnua, A&D UA-‐321 PBT-‐C (ConFnua)

Choicemed Pulseox Nonin 9560 Pulseox

Polymap Entra MGH-‐BT1, Fora G31b, Fora D40b (EU only)

Omron Pedometer (SPP) -‐

Note: Polymap and A&D Master devices use the same DA and hence can coexist on the same Hub.

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2net Recommended Generic Kit Combinations





•  Zephyr™ BioHarness3™






Kit1



•  Omron HBF206 IT



•  Fora® Thermometer IR20b/IR21b

•  Fora® Glucometer G31b

•  Fora P20b (US only)

•  Fora® WS W310b



•  Fora® Glucometer G31b

•  Fora P20b (US only)



Kit4

The following kits were tested as part of 2net interop/cerFficaFon test efforts * Subset of devices per kit (“Lite-‐Kits”) are also supported









Kit5 •  Entra Glucometer

MGH-BT1/MGH-1™



•  Choicemed MD300C138T2 OR Nonin® Pulse Oximeter 9560 Onyx II

Kit2



•  Omron HBF206 IT (Continua)

•  Choicemed MD300C138T2 OR Nonin® Pulse Oximeter 9560 Onyx II

Kit3

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Kit6 Kit7 Kit8 Kit9 •  Zephyr™ BioHarness3™

ECG

•  Asthmapolis Sensor

Kit10


2net Recommended Generic Kit Combinations (Cont…)





•  MIR Spirotel e-health lab




•  Polymap GMA

Kit11






•  Zephyr™ BioHarness3™

•  Omron Pedometer HJ721IT

•  Omron WS HBF206IT (Continua)

•  Omron BP7219IT (Continua)



The following kits were tested as part of 2net interop/cerFficaFon test efforts •  Subset of devices per kit (“Lite-‐Kits”) are also supported

•  Omron Pedometer HJ721IT

•  Fora WS W310b

•  Fora BP P20b

•  Fora glucometer G31b


•  Omron BP729 IT (Continua )



•  Polymap GMA w/ Abbott Freestyle

•  Polymap GMA w/ Bayer Contour or Ultra

Kit14




•  Polymap GMS with Abbott Freestyle

Kit12

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Kit15

Kit16 Kit17 Kit18




•  Polymap GMS with Abbott Freestyle

Kit13





Kit19 •  Entra Glucometer

Entra Glucometer MGH-BT1/MGH-1™


•  Omron HBF206 IT (Continua)



Kit20


#CONNECT2013

Thank you

Technology

Qualcomm Life Connect 2013: On Boarding and Customer Support