Product Information

ZEISS Predictive Service
Discover how you benefit from our Remote Service ProgramRemain at peak level of performance›In Brief›

The System›

Advantages›ServiceZEISS Predictive Service enables you to benefit from permanent and sustained evaluations of the health system of your ZEISS
microscope without the need of additional hardware. This program helps to diagnose possible issues much faster and enables
rapid service actions to remove challenges that could hinder your workflow.
Ensure highest data security standards using well-established technologies like PTC ThingWorx and Microsoft Azure Cloud,which are certified according to various international standards.
ZEISS remote service program ensures data privacy and only authorizes qualified ZEISS experts to view relevant technical dataof your system.
Maintain the currently supported systems at peak level of performance with the help of ZEISS Predictive Service:
Axio Scan.Z1, Cell Discoverer 7, Lattice Lightsheet 7, LM microscope stands (Axio Observer, Axio Imager 2, Axio Examiner),
LSM 800, LSM 900, LSM 980, Smartzoom 5, Visioner 1, Crossbeam series, EVO series, GeminiSEM series, MERLIN series, Sigmaseries, Xradia Versa series.

2Connectivity & condition monitoring›In Brief›

The System›

Advantages›ServiceThe ZEISS Predictive Service system is comprised of two major components: thePredictive Service agent software running on the PC of your instrument and the ZEISSMonitor yoursystem‘s health status

Analyze relevant datain case of an issue

Connect with theZEISS enterprise server

Solve issues remotely andwithout an interruption

enterprise server. The agent software monitors the ZEISS instruments regularly, checking
the status of key system parameters and log files that provide a picture of system healthand configuration. In case of changes in parameters and log files, the agent establishes
an outbound connection with the enterprise server to provide ZEISS the latest status ofyour microscope system.
If a problem occurs on your microscope system, you can contact the ZEISS service teamor ZEISS will contact you proactively if an action is required based in case of a detectedissue. ZEISS support engineers will then diagnose the issue by analyzing data on theEnterprise Server – remotely and without interruption to your operation. When over theshoulder assistance is required, remote desktop sharing can, with your permission, beinitiated quickly and securely using best-in-class TeamViewer software.
Once diagnosed, the problem may then be corrected quickly, as in the case of anecessary software update or another configuration adjustment. If a service engineer
needs to be sent to your site to repair the problem, ZEISS Predictive Service helps ensurethat they arrive on-site with the necessary parts and expertise to resolve the issue.

3Remote service program - system
MonitorThe agent connects with the ZEISS enterprise server atpredictive-service.zeiss.com, using end-to-end-encryption.
This interaction is only outgoing from agent to enterprise server.
The agent will not open any inbound connection requests, avoiding a typical›

In Brief

attack vector. During the connection, the health system of your microscope›

The System

will be monitored permanently.

›Advantages

Analyze›

ServiceThe agent shares the specified data that are necessary to monitor theinstrument health status. ZEISS enterprise server is only able to request dataover an established secure connection. The ZEISS Service will receive alerts incase of a severe issue of your monitored microscope and get in contact withyou. During service calls ZEISS Service can further analyze the issue remotelyusing collected data.
Connect
All relevant data is collected by the system operating software of the
instrument and saved to separate log files. Whenever new data is stored, theagent transmits the data to the enterprise server. Trained and authorized ZEISS
staff can now log in and view your transmitted data. You also have theopportunity to get performance insights of your microscope provided by
Predictive Service in your ZEISS Portal.
Solve
The remote service option enables a comfortable and quick connection to theZEISS personnel and enables the reestablishment of your peak performance
without the need of an onsite visit by the ZEISS Service team.

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Enhanced & secure remote diagnosis››

In Brief
The System› Advantages›Service

Secure connectivity

Privacy

While analyzing the health system of your ZEISS microscope, ZEISS

Error recovery and condition monitoring requires data like device

offers you the highest data security. The communication between

identity, which includes in general operating hours, movement

ZEISS enterprise server and agent follows the secure WebSocket

cycles of motorized components or error messages combined withStandard. There will be an initializing phase where the agent

the Windows Management Instrumentation (e.g. version of theestablishes a secure connection to the enterprise server over HTTPS.

operating system, series number or disk usage), to filter out issues.

Every data transfer requires an established communication channel,

Meanwhile, ZEISS affirms you that only relevant and necessary

which is always initiated by the agent. Consequently, the enterprisetechnical data, stored in the Microsoft Azure Cloud, will be visible.

server can only request data over an established secure connection.

To maintain a high level of data privacy and to comply with data

Once the connection has been stabilized it will be maintained until asafety regulations, all privacy related data is always anonymized.

connection loss requires establishing a new connection.

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Maximum uptime for your Microscope System››

In Brief
The System› Advantages›Service

Fast and competent support

Maintain highest system availability

Optimum instrument performance

The advanced ZEISS remote service program

ZEISS priority is to plan necessary actions in time

Once connected to your network, Predictive

can be upgraded in a simple setup.

to prevent issues and help you to remain at

Service automatically tracks the healthPredictive Service is permanently monitoringpeak levels of performance. With Predictive

system of your ZEISS microscope and canyour microscopes health status so that issues

Service, it becomes feasible to diagnose any

evaluate its performance in real-time. Thiscan be diagnosed and reported quickly.

issues with your microscope much faster thanks

background process will not influence yourWhen over the shoulder assistance isto the continuous support of the highly

workflow at all. Fast actions to fix problems

required, TeamViewer remote desktop

qualified ZEISS engineers. High security

right away become possible through thesharing software provides the ability tostandards guarantee no unauthorized access toestablished technology of PTC ThingWorx,

share your desktop with ZEISS experts. Only

your system performance data and keep yourusing Microsoft Azure Cloud infrastructure,qualified and authorized personnel is able tomicroscope constantly at the highest possible

certified and audited according toview your data.

level of performance.

international standards.

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Count on Service in the true sense of the word›

In Brief›

The System› Advantages›

Because the ZEISS microscope system is one of your most important tools, we make sure it is always
ready to perform. What’s more, we’ll see to it that you are employing all the options that get thebest from your microscope. You can choose from a range of service products, each delivered byhighly qualified ZEISS specialists who will support you long beyond the purchase of your system. Our
aim is to enable you to experience those special moments that inspire your work.

ServiceRepair. Maintain. Optimize.
Attain maximum uptime with your microscope. A ZEISS Protect Service Agreement lets you budget
for operating costs, all the while reducing costly downtime and achieving the best results through theimproved performance of your system. Choose from service agreements designed to give you arange of options and control levels. We’ll work with you to select the service program that addresses
your system needs and usage requirements, in line with your organization’s standard practices.
Our service on-demand also brings you distinct advantages. ZEISS service staff will analyze issues athand and resolve them – whether using remote maintenance software or working on site.
Enhance Your Microscope System.
Your ZEISS microscope system is designed for a variety of updates: open interfaces allow you tomaintain a high technological level at all times. As a result you’ll work more efficiently now, while
extending the productive lifetime of your microscope as new update possibilities come on stream.

Profit from the optimized performance of your microscope
system with services from ZEISS – now and for years to come.

>> www.zeiss.com/microservice

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Protect Service Agreements
Choose the ZEISS Service Agreement that matches your service requirements›

In Brief›

The System

Choose one of the ZEISS Protect Service Agreements to maintain your instrument’s performance and expand your system’s uptime. Besides yourProtect Service Agreement adopt ZEISS Predictive Service as an excellent complement and focus on the essentials, safely knowing that yourmicroscope system is protected.

› Advantages›Service8

Carl Zeiss Microscopy GmbH07745 Jena, Germany
Materials
microscopy@zeiss.com
www.zeiss.com/predictive
EN_43_011_46 | CZ 09/2020 | Design, scope of delivery, and technical progress subject to change without notice. | © Carl Zeiss Microscopy GmbH