pre-con session: qualcomm life onboarding and operations overview

#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 Platform are (1) FDA listed Class I MDDS (US) (2) CE registered, Class I listed MDD under EU Directive 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 Documentation to provide more clarity and

incorporate 2net Connect APIs • Rewrite On Boarding Documentation • Create Videos of key customer activities

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

• Simplify the device registration and pairing process • Give customers the ability to upgrade their own hub software. • Provide customer support in the local time 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) Platform • Manage hubs and devices in near real time • Make REST API development completely optional • Launched REST APIs to support Hub Health Information

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

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

• Support Augmentation • Build a support team in the US, and Europe • Leverage Bangalore team • Improved training for tier 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 platform software • Deploy new device adapters faster

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

• 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 Gatew ays 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 w ith 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

2netService

Platform

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 combinations 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 navigating 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

Ow nership of case within 2 hours

Feedback to customer w ithin 4 hours

Updates to customer w ithin 48 hours

Escalation if necessary within 4 hours

Customer resolution w ithin 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

Ow nership 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 w ithin 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


#CONNECT2013

Medical Device Interaction Guide


2net Integrated Devices

2net Hub

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

• 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

Medication Adherence

• Asthmapolis Sensor Model 1

Respiratory

• CTS© RF Gateway

Activities 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 Alternatives

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

A&D Master Weight Scale (UC321 PBT)

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

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


MGH-BT1/MGH-1™


(Continua)


• Nonin® Pulse Oximeter 9560

Onyx II

• Zephyr™ BioHarness3™


MGH-BT1/MGH-1™





ECG

Kit1


MGH-BT1/MGH-1™


• Omron HBF206 IT



ECG

• Fora® Thermometer

IR20b/IR21b

• Fora® Glucometer G31b

• Fora P20b (US only)

• Fora® WS W310b

• Choicemed MD300C138T2


IR20b/IR21b

• Fora® Glucometer G31b

• Fora P20b (US only)

• Fora® WS W310b


Onyx II

Kit4

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


IR20b/IR21b


(EU only)

• Fora® WS W310b


Onyx II


IR20b/IR21b


(EU only)

• Fora® WS W310b


Kit5


MGH-BT1/MGH-1™


(Continua)



OR

Nonin® Pulse Oximeter 9560

Onyx II

Kit2


MGH-BT1/MGH-1™


• Omron HBF206 IT

(Continua)


OR

Nonin® Pulse Oximeter 9560

Onyx II

Kit3

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Kit6 Kit7 Kit8 Kit9


ECG

• Asthmapolis Sensor

Kit10


2net Recommended Generic Kit Combinations (Cont…)


MGH-BT1/MGH-1™


(Continua)



• MIR Spirotel e-health lab




Onyx II

• Polymap GMA

Kit11


MGH-BT1/MGH-1™


(Continua)





• Omron Pedometer HJ721IT

• Omron WS HBF206IT

(Continua)

• Omron BP7219IT (Continua)



MGH-BT1/MGH-1™

The following kits were tested as part of 2net interop/certification 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 )


Onyx II

• Fora WS W310b

• Polymap GMA w / Abbott Freestyle

• Polymap GMA w / Bayer

Contour or Ultra

Kit14



Onyx II

• Fora WS W310b

• Polymap GMS w ith Abbott

Freestyle

Kit12

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Kit15

Kit16 Kit17 Kit18



• Fora WS W310b

• Polymap GMS w ith Abbott Freestyle

Kit13




IR20b/IR21b

• Fora® WS W310b

Kit19


Entra Glucometer

MGH-BT1/MGH-1™


• Omron HBF206 IT (Continua)


Onyx II


Kit20


#CONNECT2013

Thank you

pre-con session: qualcomm life onboarding and operations overview

Technology