Philips e-Alert
Frequently asked questions

Learn more about Philips e-Alert


If you are interested to learn more about Philips e-Alert, please read the Frequently Asked Questions that are posted below. In case of other questions please submit your question via the ‘Contact Us’ button or contact the local Philips Customer Service organization.

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Philips e-Alert Frequently Asked Questions

What is Philips e-Alert?

The proactive, sensor-based way to monitor your imaging systems.

Philips e-Alert provides rapid insight into key MRI parameters, helping biomeds and Philips service engineers take fast action to solve problems before they escalate. The smart, sensor-based tool measures environmental factors against thresholds, triggering an alert if a parameter diverges from a predefined value. Depending on the Healthcare facility’s specific requirements, alerts are sent by email, text message, and/or as part of a local alarm system.

Philips e-Alert offers remote monitoring and alerting independent of region, system age, internet access, or phone network coverage. It also allows you to control which data is shared with Philips.

Depending on the MRI system configuration(s) at your hospital facility and your local needs a hardware solution or a software (only) solution may be installed.The answers to the Frequently Asked Questions below will differentiate between the hardware and software (only) solution.

This proactive approach supports the collaboration between you and Philips to respond quickly, helping to identify issues before they can impact your operations.

Philips e-Alert is only available in selected markets.
Why is Philips e-Alert important for me?


To ensure MRI systems can deliver the quality, efficiency, and uptime you need, critical parameters – such as cooled water supply, helium level and humidity – must be just right.


Achieving the ideal balance of these environmental factors is key to optimum system performance.

Insight into these metrics and knowing when and how to respond if an issue arises are essential to maintaining uptime, improving efficiency, and reducing maintenance cost and effort.

How I can order Philips e-Alert?

Contact your local Philips service representative to get this as a contract entitlement.
How to configure contact details for Philips e-Alert?


If you have the software solution installed:

Please contact your local Philips service representative to configure Philips e-Alert for your facility. They can make changes to the contact details of the recipients at your Healthcare Facility.

If you have the software solution installed: 
Please contact your local Philips service representative to configure Philips e-Alert for your facility. They can make changes to the contact details of the recipients at your Healthcare Facility.
If you have the software solution installed: 
Please contact your local Philips service representative to configure Philips e-Alert for your facility. They can make changes to the contact details of the recipients at your Healthcare Facility.

If you have the hardware solution installed:
Contact your local Philips service representative to receive the unique URL to access your personalized Philips e-Alert configuration page.When visiting your personalized Philips e-Alert page, please click on the receiver configuration tab on the left side of the page.
 

On the receiver configuration tab you can configure the contact details of the recipients at your Healthcare facility.

If you have the software solution installed: 
Please contact your local Philips service representative to configure Philips e-Alert for your facility. They can make changes to the contact details of the recipients at your Healthcare Facility.
If you have the software solution installed: 
Please contact your local Philips service representative to configure Philips e-Alert for your facility. They can make changes to the contact details of the recipients at your Healthcare Facility.
What type of messages to expect from Philips e-Alert


Environmental conditions:

Humidity &Temperature

Magnet cooling:
Chiller function, Helium compressor function, Cold head function, Helium level

Magnet Health status:

Magnet pressure, Magnetic field

Power supply

When Philips e-Alert detects an anomaly in the environmental conditions around the MRI system, the magnet health status, the magnet cooling system or the power supply - it issues an automatic alert via email, phone and / or a local alarm (i.e. blinking light, alarm bell).

Depending on the MRI system configuration(s) at your hospital facility and your local needs a hardware solution or a software (only) solution may be installed.
Philips e-Alert will support the collaboration between a Healthcare Facility and Philips to respond quickly, helping to identify and may reduce issues before they can impact your operations.


During installation of Philips e-Alert the collaboration between your Healthcare Facility and Philips will be defined. Depending on your system configuration, your contract entitlements and your wishes, the type of alerts sent to your Healthcare Facility may differ. The image on the right shows the e-Alerts that can be configured. During installation it will be agreed which alerts will be configured for your Healthcare Facility and who is expected to respond to which alert.

The other image shows an example e-Alert message, showing the MRI Device details and Alert details.

The images are examples. The actual form at installation and email you receive may differ.

How can I stop receiving Philips e-Alert?

If you have the software solution installed:

Please contact your local field service engineer to switch off Philips e-Alert for your hospital.

If you have the hardware solution installed:
Contact your local Philips service representative to receive the unique URL to access your personalized Philips e-Alert configuration page.
When visiting your personalized Philips e-Alert page, please click on the receiver configuration tab on the left side of the page.

On the receiver configuration tab you can remove the contact details of the recipients at your Healthcare facility.
How can I control the Philips e-Alert data leaving my Healthcare Facility?

 

Philips e-Alert collects sensor data and delivers alert notifications to  registered recipients. The e-Alert collects personal information (name, email address and optional phone number) provided by you or your employer when registering the names of individuals to receive alert notifications from the device.  Please read the privacy notice for more information.

 

To receive high quality support for Philips e-Alert and benefit from all options it is strongly recommended that Philips e-Alert be connected to the Philips supported email server and SMS server over the internet.

 

However if a healthcare facility would like to control the information leaving the healthcare facility network, it is possible to disable the SMS alerts and to configure e-Alert email alerts to use an SMTP mail server provided by the healthcare facility. In this case emails sent by e-Alert to Philips can also be controlled at the SMTP mail server. Note that if alerts are not sent to Philips, if any alert you receive requires a response from Philips service you will need to open a service case at Philips Customer Service using your existing channels.  

What are the pre-requisites for Philips e-Alert at my Healthcare Facility?


In order to install Philips e-Alert at your facility the following pre-requisites need to be in place:
 

  • a Philips MRI system
  • a Customer Service Agreement with Philips
  • or the e-Alert hardware solution: power supply and network connection to the e-Alert controller box

    In the case the Hospital Facility does not have stable internet connection a GSM router can be configured to deliver the alerts to recipients.

    In the case the Healthcare Facility does not own a local email server an external Philips email (SMTP) server can be configured.
How can I give feedback on Philips e-Alert?

We appreciate your feedback on Philips e-Alert. Please do not hesitate to contact your local Philips service engineer or share feedback by using the 'contact us' form, at the top of this page. Thank you in advance.
Can I have Philips e-Alert on my other imaging systems as well?

Initially Philips e-Alert is available only for Philips MRI systems. We are currently considering to make this available for other modalities as well.

FAQ related to the received alerts

I received a humidity alert and now what?


Alert type

Climate - Humidity in the technical room and optionally the humidity in the examination room.


Impact
A humidity alert is sent when a too high or too low humidity is detected which may cause damage to your system hardware over time and can result in reduced image quality. Action is required to restore the room humidity within specified range.

Criticality of alert: Medium - Low
Required response time: within 24 hours

I received a temperature alert and now what?


Alert type

Climate - Temperature in the technical room and optionally the temperature in the examination room.


Impact
A temperature alert is sent when a too high or too low temperature is detected which may cause damage to your system hardware over time. Action is required to restore the room temperature within specified range.

Criticality of alert: Medium - Low
Required response time: within 24 hours

I received a power supply alert and now what?


Alert type

Environmental - Electrical power


Impact
This alert is sent when the mains power was interrupted. A mini-UPS is installed and it detects an interruption in power to the e-Alert controller box. The mini-Uninterrupted Power Supply (UPS) has enough power to support the controller box to send the alert. Immediate action is required to switch on the mains power in (the applicable area of) the Healthcare facility.

Criticality of alert: High
Required response time: within 24 hours

I received a chiller alert and now what?


Alert type

Chiller status


Impact
MRI systems require a functioning chiller to properly function. Chilled water is required to provide cooling to other critical components in the system, such as the cryo compressor or gradients. This alert is sent when the external chiller’s status line indicates that it is not functioning. Action is required to check and if required repair the chiller.

Criticality of alert: High
Required response time: within 24 hours

I received a cryo compressor alert and now what?


Alert type

Cryo compressor function


Impact
The cryo Compressor is a component in the MRI system that maintains the internal temperature of the magnet via another component called a Cold head. These two components together are called the Cyro System.

Cryo compressor alerts are sent when the magnet cooling system is not operating properly and optimal magnet cooling conditions cannot be kept. This may be due to low cooling water levels, high pressure or due to a disconnect in power supply.
Alert thresholds are reached when the temperature of the water supplied to the cryo compressor is outside a Philips threshold value. Or when the temperature of the water returning from the cryo compressor is outside a Philips threshold value.

Criticality of alert: High
Required response time: within 24 hours

I received a coldhead alert and now what?


Alert type

Cold head supply - return gas temperature.
The temperature difference between the helium supplied to the Coldhead and the helium returning from the Coldhead is outside a Philips threshold.


Impact
This alert is sent when there is a too low difference between the Coldhead supply and the return helium temperatures. This is an indication that the Coldhead is not functioning properly.

Criticality of alert: High
Required response time: within 24 hours

I received a helium alert and now what?


Alert type

Helium level


Impact
Helium alerts are sent when the level of Helium in the magnet is too low and/or the rate at which the Helium level is decreasing is too high. Helium is used to keep the magnet in a pre-defined temperature range. When magnet Helium levels are low, the magnet cannot be kept in optimal conditions and the MRI system may be forced to switch off. If the environment around the MRI system is sub-optimal, meaning the temperature, humidity, water supply or power supply are not maintained within the manufacturers specifications, Helium will boil off unnecessarily.

Criticality of alert: High
Required response time: within 24 hours

I received a magnetic field alert and now what?


Alert type

Magnet - Field status


Impact
This alert is sent when the magnet is off field. This is caused by a sudden, unwanted discharge of the magnet likely resulting in a quench and the loss of a large quantity of helium. Immediate action is required by your service organization to prevent further warming of the magnet. The magnet must be refilled and recovered as soon as possible to reduce further downtime.

Criticality of alert: High
Required response time: as soon as possible

I received an 'all OK' message and now what?


Alert type

All OK


Impact
An All OK message will be sent after successful resolution of open issues and when all measured critical system parameters are back within within the specified threshold values. The MRI system is performing within normal operating conditions again.

Criticality of alert: Low
Required response time: no response required

Philips e-Alert, alerting solution for MRI Systems

Philips e-Alert is an intelligent hardware- or software-based tool that keeps a close virtual eye on your MRI system performance. Using powerful sensor technology, it continuously monitors key parameters of your MRI systems – and issues an automatic alert if something is amiss.


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