Smart Instrument: Fast, remote support for incidents
Our Zetium, Mastersizer 3000, Zetasizer, Empyrean, X'Pert3 range and NanoSight Pro are Smart Instruments. When connected to the cloud, our Tech Support Center will help you out remotely using the data from your instrument and schedule maintenance as necessary.
A Smart Instrument from Malvern Panalytical can connect to the cloud enabling better support and insights. Each Smart Instrument now comes with lifetime remote support as a free standard service. If something goes wrong, our Tech Support Center supports you remotely using data from the cloud and can schedule specific maintenance, as necessary.
Smart Service Agreement : Ultimate Support
Imagine that Malvern Panalytical does regular check-ups of your instrument and makes sure that whatever is needed is done to keep your instrument up and running. Now you can, by upgrading your Smart Instrument with our Smart Service Agreements! With this service, you receive monitoring and multiple checks each week from our Global Tech Center. We’ll be automatically notified when there’s a warning or error, and take proactive action whenever needed to prevent downtime – no need to keep an eye out for failures!
When you have a Smart Service Agreement, our Global Tech Center can monitor your instrument. If we see that something isn’t working properly, we immediately take action to prevent any unexpected downtime.Martijn Fransen — Director, Digital Solutions
Inform me if the Smart Service agreement is available in my region!
Smart Portal: Monitor Health & Utilization
Our Smart Portal provides a great platform for you to monitor the health and utilization of your instrument. Simply connect it to Microsoft Azure, and whoever you give access can see an overview of all your instrument’s activity in real time – including when you are off-site.
What do you get with each of our Smart Services?
|Smart Instrument||Smart Service Agreement||Smart Portal|
|Fast, remote support for incidents
||We monitor your instrument for maximum uptime!
||Clear overview of your instrument’s utilization and health|
|Daily remote support||✔||✔|
|Solve issues without engineer visits||✔||✔|
|3 service calls per year||✔|
|Health insights through Smart Portal||✔|
*Check compatibility of your instrument with your service or sales representative
Smart Manager reduces downtime and maximizes instrument throughput. It’s helped us to visualize lots of telemetry and performance data that would otherwise have taken an operator time to collect and evaluate. This has been particularly useful when conducting maintenance and identifying trends. A powerful tool for remote sites and production environments alike!Ben Nattriss — Laboratory Operations Manager at SGS (early Smart Manager adopter)
How do I connect to Smart Manager?
Purchase a Smart Instrument
To use our Smart Manager, you need a Smart Instrument from Malvern Panalytical. By connecting your instrument to the cloud, you’ll be able to sign up for a Smart Service Agreement so we can monitor the health of your instrument and get Smart Portal access to view your instrument’s utilization and condition.
You’ll also need:
- Internet connection in your lab
To connect your instrument to the cloud, you’ll need an ethernet cable at your instrument location.
The connection is one-way: data is only sent to us. It is not possible for us to send any data to your machine, update software or run the instrument through the Smart Manager connection.
- Install the latest Malvern Panalytical Cloud Service Software for Smart Instruments
To send the smart instrument data to our cloud you will need to install the latest Malvern Panalytical Cloud Service software.
Included with the service is a connection test tool, use this to check for issues running in your network environment.
- Prepare your network for a secure connection
For our Smart Portal, you’ll also need Microsoft Azure – if you have a Microsoft 365 subscription, it will already be included in your package.
Is it safe to connect my instrument to the cloud?
Why you can trust our cloud connection
Our cloud connection uses proven, secure, encrypted technology. What’s more, the PC you use only needs to be able to access your instrument – not the rest of your company network, your intranet, or any sensitive data. Plus, using Smart Manager means there is less need to share data over TeamViewer!
Why your data is secure
We only collect low-level telemetry data and the results of Malvern Panalytical calibration tests from your instrument. We don’t collect any of your actual test data, and we can’t control your instrument remotely.
The data that we do collect is safe with Smart Manager – it’s stored and processed securely on the Microsoft cloud. With more certifications than any other cloud provider, Microsoft is committed to security, transparency, and regulatory compliance. And our own information security management system also complies with the strictest international security standards (ISO/IEC 27001:2013).