Teleservice

Teleservice (remote diagnostics and remote maintenance)

Teleservice enables sporadic access to physically remote technical plants (machines, plants, computers, etc.) for the purpose of remote maintenance (error detection, diagnostics, maintenance, repair, or optimization).

Machines and plants are increasingly operated in places which are far away from the supplier's premises. Despite this, plant constructors must offer services to deal with faults or for preventive maintenance. During the warranty period in particular this can result in high costs. Teleservice helps to reduce this risk significantly.

There is a variety of possible applications for Teleservice. Teleservice also enables text messages and emails to be sent, making a significant contribution to saving travel and personnel costs in service work.

Teleservice via IP-based networks

Optimum remote maintenance is based on reliable, permanently available, secured and cost-effective data connections.

Depending on the application, SIMATIC NET provides the appropriate solution:

• For continuous connections or simultaneous access to multiple plants, a solution using the SCALANCE S and SCALANCE M Industrial Security Appliances security and communication components is recommended, both on the service and the plant side.
• For flexible access for remote maintenance from any internet connection – whether in the office, home office or hotel room – SOFTNET Security Client is the right software solution for establishing a secure connection to the plants.
• The SCALANCE M wireless router establishes remote maintenance access for plants without a wired network connection.

In all cases, the communication is reliably protected by authentication and encryption via a VPN tunnel (Virtual Private Network) in order to rule out the possibility of attacks from outside.