Service Tools - Remote Support

Near-Term Suggestions for Lotem 800 Quantum

Three layers of support:

1. Connectivity - the ability to dial-in to the customer site.
   
2. Control - the ability to get remote control over the various devices at the customer site (e.g. Quantum, Brisque, Prinergy).
   
3. Tools - the various tools used to support the products.

Connectivity

The modem will be connected to the Brisque or Prinergy that drives the Lotem. The connectivity to the customer site will be done through the Remote Support Tools, which enable convenient connectivity to all devices (Windows, AIX, MAC) at the customer site.

Control

Remote control over the Lotem 800 Quantum and Prinergy will be enabled via NetMeeting and VNC. Remote control over the Brisque will be enabled via XVision. All these applications are available as part of the Remote Support Tools.

Tools

The two remote tools that will be available are:

• ServiceShell to support the TH2 and MCE.
  
• JOIND to run diagnostics on the ex-Scitex hardware.
  Other support tools available for the Lotem 800 Quantum are local, and will be activated by getting control over the Lotem. These tools are the Lotem application, SPLOT, PROCOMM (until fully replaced by SPLOT and all other tools the service engineer uses when on site, including the operating system tools, which are used to configure and maintain the PC itself.

No integration of ServiceShell and JOIND will be done for the Lotem 800 Quantum - Much effort required, and questionable necessity or benefit.

Action Items

• Mike - estimate the effort and timetable required for endorsing ServiceShell to run under Windows 95 (Lotem 800 Quantum).
  
• Mike - check the dates and timetable required for getting the RCON Server to talk to the Device Server.
  
• Ido - get approval of concept from product manager and product support manager.
  
• Ido - integrate the documentation, installation and activation of the ServiceShell into the Remote Support CD-ROM.
  
• Ido - test the proposed solution prior to first Lotem 800 Quantum beta (possibly without the ServiceShell - depending on the endorsement of the tool under Win95 and the date for the first beta).