February 2014Presidio

Support Training

AgendaSoloHealth IntroductionSoloHealth Policies & ProceduresWalk through of kiosk Managing and resolving alerts Managing and resolving user calls Managing and resolving partner inquiriesFDA Regulation Q&A

SoloHealth Introduction

Introduction – Key PlayersSoloHealth Escalations

Email – Technical.Support@solohealth.comPhone – (866) 606-SOLO (7656)

SoloHealth StaffRobert Lort – VP of OperationsErika Keyton– Project Manager, DeploymentsLyle Rauch – Customer Support ManagerFaite “DJ” Calhoun – Customer Support Analyst Jonathan Owens – Customer Support AnalystReggie Strong - Customer Support AnalystAntonio Guevara - Customer Support Analyst2 more Customer Support Analysts to be named later.

SoloHealth Policies & Procedures

SoloHealth SupportGeneral Support Hours M – F 8:00am to 8:00pm Eastern TimeDuring this time we will have techs available to answer your calls.

After Hours Support• At these times the phone system will just allow you leave a voicemail. This voicemail will get

emailed to the team and then they will call you back as soon as they can. Please note this doesn’t mean we are closed or won’t help. Please leave a message if assistance is needed or send us an email.

If it is a non-critical case and you just have a question about something please email technical.support@solohealth.com and we will answer that as soon as we can.

SoloHealth Support Expectations• We expect the onsite technician to follow the documentation provided. • If the tech has issues and needs to call the Presidio Helpdesk we expect

that they will verify the tech has the documentation and run through the documentation with them to make sure there is an additional issue.

• The onsite tech should troubleshoot to his best ability. He/she needs to spend about 10 minutes doing this. If he cannot resolve it within 10 minutes, then he should contact the helpdesk for assistance.

• All troubleshooting tasks should have been attempted before contacting the SoloHealth support desk.

• If there isn’t documentation on a specific item or task please let the SoloHealth support team know and we will either send that over or if we don’t have some specific documentation we will look at creating it.

SoloHealth Installations• We expect the onsite technician to follow the installation

checklist. • The technician should check out with the helpdesk before

leaving site to make sure the kiosk is showing online in LogMeIn.

• For shows/demos, we expect the same process to be followed as other new installs.

Kiosk Walk Through

Kiosk Walk through - Versions

Kiosk Walk through - Versions

Kiosk Walk through - Versions

Kiosk Walk through - TestsBlood Pressure TestVision ScreeningWeight/BMI TestHealth Risk AssessmentHealth Modules

Pain ManagementVitamins & Supplements

Kiosk Walk through - HardwareCPU – Avenet, SoftChoice & DellTouch Screen & Digital SignBlood Pressure Hardware

CuffPumpTubes

Weight/BMI HardwareLoad Cell & Mantracourt Board

Vision ScreeningDistance MonitorMirror Box

Cell Card

Kiosk Walk through – RemoteLogMeIn DemoWindows Overview

NavigatingPrograms

LogMeIn AccessFind Kiosk FM___ in LogMeInAccess Code is h@wk12345

Managing and resolving alerts

Alerts - OverviewLogMeIn AlertsHardware AlertsLast Logged Use Alerts

Alerts – LogMeIn – Offline Kiosk

Resolution: Call to have store unplug the kiosk for 10 seconds and then plug the kiosk back in. If this doesn’t work a tech will need to be dispatched to look at the issue.

Alerts – Hardware - BP

Resolution: Check COM ports and communication to the pump. You can run tests on the pump to determine if there might be a leak, kink in the house, or another issue. If this all looks fine Dispatch is needed to troubleshoot (Cuff, Pump, Hose, ETC)

Alerts – Hardware - Vision

Resolution: Check to make sure distance monitor is visible in windows. If not, dispatch needed (Check distance monitor, check mirrors and mirror box)

Alerts – Hardware – Load Cell

Resolution: Check DSC Toolkit to see if load cell is active/available, check drivers and COM ports. If not okay, dispatch needed (Verify weight, replace load cell if needed)

Alerts – Last Logged Use

Resolution: Dial into the kiosk and make sure there are no errors on the screen. Click on the screen to make sure the software moves forward to allow the user to a test. If screen goes black after clicking please alert SoloHealth. Finally check ELO to make sure the touchscreen is showing up. Go under control panel and click on Elo. If an error shows up stating “touchscreen not found” please contact the site nad have them reset the power on the kiosk.

Kiosk Description Last Disclaimer (Human)

FM02416 Walmart-5898 Corpus Christi 3.10 days

FM03232 Safeway-2071 Chula Vista 2.68 days

FM03691 Sam’s Club - Club 4917 2.08 days

On Screen Error

Resolution: When dialed in via LogMeIn just hit F5 or restart the software by closing FireFox and then opening it again from the startup folder.

Managing and resolving user calls

User Calls – Top 4 User IssuesBlood Pressure Results 0/0

Torn Cuff, hole in tubes, or small hole in cuff. Touch Screen Unresponsive/making noise

Touch Screen settingsCalibration neededDrivers corrupt

Touch Screen/Digital Sign is not onLoose/unplugged cable (usually power from wall)Windows ‘lost’ monitor settings

Account MaintenanceRemove me from text/emailDid not receive email/text

Managing and resolving partner (SH customer)

inquiries

Partner Inquiries – Top Inquiries“When is our installation date for a

SoloHealth Station?”Support will either contact SoloHealth Support

for an installation schedule or one will be provided

“When is the technician suppose to be onsite to install the kiosk?”  (The clubs/stores will know the date but they may call in to find the time)

The technician is scheduled to install the SoloHealth Station on _______ between the hours of 8a-6p.

Partner Inquiries – Top 5 Install IssuesStore manager takes longer than 10 minutes to greet the technician

If the store manager is taking too long, move to the pharmacy and ask for the pharmacy manager

If any of the monitors are not working as they should, the cables have come unplugged and need to be physically be reseated (not just visually inspected) These instructions are in the Troubleshooting Guide

Screen Order Resolution Refer to the Troubleshooting Guide to adjust.  A keyboard will be needed for

this.Verizon USB Card not communicating properly

If the card is showing a solid green and not showing online for the support desk, follow the steps in the Troubleshooting Guide. If it’s a blinking green light the card should be connected.  If it’s a red light, the card is not activated at all.

Kiosk is placed on the steel rack causing installation delays Work with the receiving team to bring the kiosk down ASAP.  If pre-calls are

made, then this will be asked to be sure the store can have it down beforehand.

FDA Regulation

Customer Injury/Complaints – Calls that qualify

Someone gets hurt on the kioskSomeone has a complaint that affects the

safety of the userWhen in doubt, fill out the form and escalate

to SoloHealth

Customer Injury/Complaints – Form

Q&A

Look at actual kiosk