Online Support

Easy issue escalation to Roche Service for customers with Roche lab equipment

"The Online Support application is designed specifically for labs utilizing Roche Instruments and Analyzer. The application aims to support our customers in the lab in managing any type of issue or question related to their active install base. Users will have an end-to-end issue management tool that consists of a digital logbook for documentation, self-help troubleshooting guidelines, and an easy and quick way to escalate issues directly to their respective Roche Service organization.

The application shall allow users the following:

- scan QR code on the instrument/analyzer (if available locally) to identify the instrument by its serial number

- receive troubleshooting guidelines if available based on the captured alarm code

- find similar issues and their resolution based on the alarm code

- add description of the issue and attach images

- check status of the issue

- search for information in known issues within integrated Digital Logbook

- check the dashboard with overall status of the issues

Not to be used by patients. Does not include Diabetes Care.

All user accounts of Online Support are created, stored and managed through DiaLog Portal. After the registration, a key is stored and encrypted on your device, which is valid for one week. Further access to the app is only possible with your FaceId, TouchId or PIN. After one week of inactivity the registration key will be automatically removed.

Please make sure that you do not send your PIN to third parties. It's your responsibility to keep your phone and access to the app secure. We therefore recommend that you do not jailbreak or root your phone, which is the process of removing software restrictions and limitations imposed by the official operating system of your device. It could make your phone vulnerable to malware/viruses/malicious programs, compromise your phone's security features and it could mean that the Online Support app will not work properly or at all. In case your device is stolen or irretrievably lost, make sure that you remotely lock and change your passwords."