[ FREQUENTLY ASKED QUESTIONS ]

GENERAL

What is Connections INSIGHT Remote Services?Connections INSIGHT® Remote Services is a portfolio of real-time

remote monitoring and diagnostic services. Leveraging the power

of the internet and a patented technology, Connections INSIGHT

Remote Services securely connects your instruments with Waters

technical experts to help you increase your laboratory productivity.

Connections INSIGHT Remote Services is a key benefit of Waters

industry-leading Total Assurance Service Plans and offers three

essential features to meet your needs:

n iAssist lets you collaborate real-time with Waters technical

experts for fast diagnostics and issue resolution.

n iAlert enables Waters to check the status and health of your

instrument to help you maximize system uptime.

n iHelp allows you to consult with Waters via an e-mail about any

topic related to your instrument and attach log files or screen shots.

Connections INSIGHT is available for all Waters ACQUITY UPLC and

Mass Spectrometry instruments.

Which types of information does Connections INSIGHT Remote Services collect and how is it used?Connections INSIGHT Remote Services collects only instrument

status and usage information, error codes, and log files. This

information helps Waters monitor system performance.

Does Connections INSIGHT Remote Services expose my network and computers to a security risk? Definitely not! Connections INSIGHT Remote Services is built on

a technology that is VeriSign Security Certified. This technology

allows point-to-point communication through your existing firewall

without requiring any changes to your security infrastructure.

Co nn eC t io ns ins iG H t R emot e s e Rv iC e s

Maximize System Uptime and Increase Laboratory Productivity

BENEFITS

How does Connections INSIGHT Remote Services help me meet my business objectives?n Using iAssist allows you to access Waters experts no matter

where they are physically located in the world.

n This eliminates the time lag of waiting for an on-site visit so

your instrument is back on line and productive quickly.

n If the issue requires a part to resolve, the Field Service Engineer

arrives at your site with the correct part for a fast first time fix.

n iAlert continually checks the well-being of your instrument even

when you are not in the lab. For example, if your instrument has

stopped processing samples because of a missing vial you find

out sooner rather than later reducing the amount of rework that

may need to be done.

Connections INSIGHT Remote Services offer three essential features: iAssist, iAlert, and iHelp.

Automatic AlertNotification

Real-TimeDiagnostics

Real-Time ProblemResolution

Real-TimeMonitoring

On DemandHelp

iAlertiAssist iHelp

[ FREQUENTLY ASKED QUESTIONS ]

COMPLIANC E

Has Connections INSIGHT Software been validated?Yes, Connections INSIGHT Software has been structurally validated

on both Empower™ and MassLynx™ Software.

Do I need to re-qualify my system after installing Connections INSIGHT Software?Connections INSIGHT Software is independent of your chroma-

tography data systems or instrument control software. Previously

qualified software or instruments do not need to be re-qualified

unless required by your Standard Operating Procedures (SOPs).

Waters recommends that you run verify files on your Waters software

to confirm no files have changed and always run System Suitability

Tests (SSTs) before analyzing any unknown samples.

PERFORMANC E

Does Connections INSIGHT Software affect my data system?No, while Connections INSIGHT Software is installed on the same

computer that runs Empower or MassLynx Software, it operates

independently of your data system. Connections INSIGHT Software

collects instrument diagnostic information directly only from

your instrument.

Does Connections INSIGHT Software impact the performance of my instrument or network?No, bandwidth utilization is minimal. The Connections INSIGHT

Service Agent uses an extremely efficient protocol that ensures

little impact on your instrument or network performance. Typical

transmissions range from 0.5 to 3 KB of information.

SECURIT Y

Does Connections INSIGHT Software work with our existing network security infrastructure?Absolutely! Waters works closely with your IT department to ensure

that Connections INSIGHT Software is integrated into the network

security that your company already has in place. Each instrument

communicates point-to-point to Waters through your firewall via

the Connections INSIGHT Service Agent. And the Connections

INSIGHT iManager enables you to view audit logs of all activity.

How does Waters ensure secure information transmission?The Connections INSIGHT Service Agent communicates with

the Connections INSIGHT Enterprise Server via transmissions

that require certificate authentication to validate the identity of

systems exchanging information with the server. All information

transmissions are encrypted using the 128-bit Secure Sockets

Layer (SSL) protocol. This is the same method banks and financial

institutions use for on-line transactions.

How can I be certain that Connections INSIGHT Software information transfer is a one-way communication?Connections INSIGHT Software requires only HTTPS port 443 to

be open. This port does not allow web browsing. Communications

through that port are directed to the Connections INSIGHT Enterprise

Server located at a single URL. We can provide that URL to you

for added security so your IT Department can limit outgoing

communication to only that URL.

How does Waters professional hosting environment ensure security and privacy?Waters hosting sites ares SAS 70 compliant. This means that your

data is protected with the highest level of security, privacy and

control. SAS 70 audits are conducted annually so you can trust

this infrastructure.

How can I maintain control when using Connections INSIGHT iAssist?Using Connections INSIGHT iManager you can initiate an iAssist

session. Waters cannot initiate or participate in an iAssist session

without your permission. A one-time randomly generated password

is created. This password is not visible to Waters. You are always

in control of the session and can terminate it at anytime. There is

an automatic time-out that closes the connection if not done so

manually. An event log can be viewed in the Connections INSIGHT

iManager so you can audit and track activity.

INSTALLAT ION REQUIREMENTS

Do we require a VPN connection to install Connections INSIGHT Software?The Connections INSIGHT Service Agent is responsible for initiating

communication in a manner compliant with the secure computing

environment at your site. There is no need to set up expensive

VPNs (Virtual Private Network) to implement Connections INSIGHT

Software. The only requirement is an internet connection.

My systems are configured in an Empower network environment. Where should I install the Connections INSIGHT Service Agent?You should install the Connections INSIGHT Service Agent on

all Empower acquisition clients, LAC/E™ acquisition servers,

process-only clients, and Empower network servers.

Does Connections INSIGHT Software work with proxy servers?Yes, Connections INSIGHT Software can be installed in a

proxy environment.

Can Connections INSIGHT Remote Services connect to the Internet through a wireless device?Yes, Connections INSIGHT Remote Services is fully compatible

with wireless networking devices using your existing connectivity

and IT protocols.

Connections INSIGHTEnterprise Server

SSL Encryption

Your Laboratory Systems

Waters Systems with Connections INSIGHT

Service Agent

Connections INSIGHTEnterprise Server Customer Services Team

Connections INSIGHT Remote Services Secure Connection

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Waters Corporation 34 Maple Street Milford, MA 01757 U.S.A. T: 1 508 478 2000 F: 1 508 872 1990 www.waters.com

[ FREQUENTLY ASKED QUESTIONS ]

Waters, Connections INSIGHT, and ACQUITY UPLC are registered trademarks of Waters Corporation. The Science of What’s Possible, Empower, LAC/E, and MassLynx are trademarks of Waters Corporation. All other trademarks are the property of their respective owners.

©2009 Waters Corporation. Printed in the U.S.A. November 2010 720001131EN LB-AP

WAT ERS CONNECT IONS INSIGHT REMOT E SERV IC ES HELP YOU ACHIEV E OPT IMAL LABORATORY EFF IC IENCY

n Proactive system support

n Faster problem resolution

n Improved Mean-Time-To-Repair (MTTR)

n Increased asset utilization

For more information about Connections INSIGHT Remote Services, please

contact your local services representative or visit www.waters.com/insight.

BE ASSURED

CHOOSE WATERS GLOBAL SERVICES

Waters Global Services focuses

on optimizing Waters products

with superior service, support,

upgrades, training, and Waters

Quality Parts®.

PROVEN SATISFACTION

For nine consecutive years, an

independent quality auditing firm

ranked Waters Global Services

best-in-class in providing expert

technical knowledge, quick

resolution of system issues,

and process support.1

1 Achievement in Customer Excellence Award, CustomerSat, Inc., 2007-2009; NorthFace ScoreBoard Award,sm Omega Management Group Corporation, 2001-2006.