When there is a problem with the Ion sequencer or Torrent Server, this agent allows Thermo Fisher support personnel to remotely:

• Collect log files from the systems for review.

• Restart the device.

• Upgrade software.

• Provide a remote login connection to the device for further diagnostic work.

When a problem with an Ion S5™ system, an Ion PGM™ system, an Ion Proton™ system, or Torrent Suite™ Software is reported, the Thermo Fisher service and support tries to solve the problem by telephone or email. If remote access is required for additional troubleshooting, a member of Thermo Fisher service and support requires authorization from the technical contact to initial remote connection. Only after getting authorization does Thermo Fisher personnel proceed with remote troubleshooting. After the problem is resolved, you are notified. Additional authorization is required before starting any further remote help.