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symmedia SP/1 Maintenance

symmedia SP/1 Maintenance organises both time-related and status-related maintenance. Both the manufacturer and the machine operator can be informed about the current maintenance status of machines and any necessary spare parts. Benefit: The manufacturer provides the customer with an attractive maintenance tool with which he can implement its own maintenance plans. In return the manufacturer receives information about the customer’s current service requirements which enables him to proactively offer the customer targeted service quotes.

Screen: Maintenance Service- and Customer Cockpit
The reduced display of the user interface of symmedia SP/1 Maintenance

How Are Maintenance Plans Compiled?

In the Maintenance Manager editor the machine manufacturer defines various „maintenance events“. A maintenance event is an action which must be performed regularly on the machine, for example, the cleaning of a valve. This is how a maintenance plan is set up centrally for each machine type which is then delivered to all customers worldwide. The manufacturer can store various conditions and information in his central maintenance events plan. For example:

  • Trigger
    This triggers a maintenance event. Triggers can be defined as calendar-dependent (e.g. every 30 calendar days), parameter-dependent (e.g. every 300 operating hours) and/or event-dependent (e.g. if a specific limit value is exceeded).
  • Maintenance information
    Information relating to maintenance actions, such as brief instructions or notes relating to specific machine information.
  • Tools and wear parts
    Information regarding any required tools and wear parts which foreseeably are required for a maintenance event.
  • Responsibility
    Here the manufacturer specifies the qualification level of the maintenance work. Some maintenance is performed by the machine operator himself, factory maintenance is responsible for other works and the manufacturer service is required for some particular maintenance tasks.
  • Modification options by the operator
    The manufacturer can define in advance which modification rights the operator should be assigned. For instance, is he authorised to shorten or extend maintenance intervals, can he file notes, define new triggers, etc.?
  • Data transfer
    Which data can the manufacturer access after the delivery of Maintenance Manager? (Can it see all pending manufacturer maintenance issues, see required wear parts, track modifications of the operator?)
  • Notifications
    Setting up of a notification function for pending manufacturer maintenance issues.

All information stored in the central maintenance plan can, if required, be modified by the manufacturer and then transmitted to all customers worldwide in the next update.

symmedia SP/1 maintenance plans

How Are Maintenance Plans Compiled?

Central Creation of Maintenance Plans

symmedia SP/1 Maintenance is based on the information that the machine manufacturer compiles centrally and delivers to his customers. The benefits of this is that all maintenance information is provided to the operator (for individual machines or for all the equipment) and displayed clearly in the Customer Cockpit. It can then be transmitted to the manufacturer as and when required. This enables the maintainer of the operator and the service technicians of the manufacturer to obtain current maintenance status information of the machines at all times.

Adaptations and updates of the maintenance plan can be updated centrally for all machines by the manufacturer.

In the Maintenance Manager editor the machine manufacturer defines various „maintenance events“. A maintenance event is an action which must be performed regularly on the machine, for example, the cleaning of a valve. This is how a maintenance plan is set up centrally for each machine type which is then delivered to all customers worldwide. The manufacturer can store various conditions and information in his central maintenance events plan. For example:

  • Trigger
    This triggers a maintenance event. Triggers can be defined as calendar-dependent (e.g. every 30 calendar days), parameter-dependent (e.g. every 300 operating hours) and/or event-dependent (e.g. if a specific limit value is exceeded).
  • Maintenance information
    Information relating to maintenance actions, such as brief instructions or notes relating to specific machine information.
  • Tools and wear parts
    Information regarding any required tools and wear parts which foreseeably are required for a maintenance event.
  • Responsibility
    Here the manufacturer specifies the qualification level of the maintenance work. Some maintenance is performed by the machine operator himself, factory maintenance is responsible for other works and the manufacturer service is required for some particular maintenance tasks.
  • Modification options by the operator
    The manufacturer can define in advance which modification rights the operator should be assigned. For instance, is he authorised to shorten or extend maintenance intervals, can he file notes, define new triggers, etc.?
  • Data transfer
    Which data can the manufacturer access after the delivery of Maintenance Manager? (Can it see all pending manufacturer maintenance issues, see required wear parts, track modifications of the operator?)
  • Notifications
    Setting up of a notification function for pending manufacturer maintenance issues.

All information stored in the central maintenance plan can, if required, be modified by the manufacturer and then transmitted to all customers worldwide in the next update.

symmedia SP/1 maintenance plans

Central Creation of Maintenance Plans

symmedia SP/1 Maintenance is based on the information that the machine manufacturer compiles centrally and delivers to his customers. The benefits of this is that all maintenance information is provided to the operator (for individual machines or for all the equipment) and displayed clearly in the Customer Cockpit. It can then be transmitted to the manufacturer as and when required. This enables the maintainer of the operator and the service technicians of the manufacturer to obtain current maintenance status information of the machines at all times.

Adaptations and updates of the maintenance plan can be updated centrally for all machines by the manufacturer.

How Are Maintenance Plans Compiled?

In the Maintenance Manager editor the machine manufacturer defines various „maintenance events“. A maintenance event is an action which must be performed regularly on the machine, for example, the cleaning of a valve. This is how a maintenance plan is set up centrally for each machine type which is then delivered to all customers worldwide. The manufacturer can store various conditions and information in his central maintenance events plan. For example:

  • Trigger
    This triggers a maintenance event. Triggers can be defined as calendar-dependent (e.g. every 30 calendar days), parameter-dependent (e.g. every 300 operating hours) and/or event-dependent (e.g. if a specific limit value is exceeded).
  • Maintenance information
    Information relating to maintenance actions, such as brief instructions or notes relating to specific machine information.
  • Tools and wear parts
    Information regarding any required tools and wear parts which foreseeably are required for a maintenance event.
  • Responsibility
    Here the manufacturer specifies the qualification level of the maintenance work. Some maintenance is performed by the machine operator himself, factory maintenance is responsible for other works and the manufacturer service is required for some particular maintenance tasks.
  • Modification options by the operator
    The manufacturer can define in advance which modification rights the operator should be assigned. For instance, is he authorised to shorten or extend maintenance intervals, can he file notes, define new triggers, etc.?
  • Data transfer
    Which data can the manufacturer access after the delivery of Maintenance Manager? (Can it see all pending manufacturer maintenance issues, see required wear parts, track modifications of the operator?)
  • Notifications
    Setting up of a notification function for pending manufacturer maintenance issues.

All information stored in the central maintenance plan can, if required, be modified by the manufacturer and then transmitted to all customers worldwide in the next update.

How Does Maintenance Planning Work?

symmedia SP/1 Maintenance informs the operator on the machine about pending maintenance events, how maintenance is to be performed and which parts are needed. Typically the maintenance instructions from the manufacturer’s maintenance manual are stored as a PDF.

 

INTELLIGENT MAINTENANCE MANAGEMENT

If the operator ascertains during production operations that modifications to the maintenance plan would be sensible (maintenance after 200 instead of 300 operating hours) he may make adjustments. This also applies to short instructions or any parts needed, so the operator can make notes and input new information. This process enables the centrally-compiled manufacturer plan to be adapted to local circumstances and to „grow“ alongside its appointed tasks.

The machine itself can also let its “knowledge” flow directly into the maintenance plan and actively contribute to the optimisation of the maintenance cycles. For example, status data from Condition Monitoring can trigger an adaptation of the maintenance plan.

Benefits for the manufacturer: He receives detailed feedback and accurate information on the actual maintenance cycle in production. He can then use this local information to derive sensible modifications to the central maintenance plan for an entire machine type, or even pro-actively offer different services such as maintenance contracts, training courses and wear parts.

 

A MAINTENANCE EVENT IS PENDING

Since the operator can view all pending maintenance events on the machine screen at all times, he can select the most favourable moment for an action in advance and prepare for it. He will know for example which tools and parts he is likely to need, how long the machine downtime will be and which work steps he needs to perform. This means that his production will be impaired as little as possible by the maintenance.

Whilst the maintenance is being carried out the operator can refer to Maintenance Manager at all times to access the knowledge stored in the maintenance database. For example, he can view any instructions from the manufacturer or notes from previous maintenance operations. Should unexpected problems arise during the maintenance, he can enlist assistance from the experts at the manufacturer by the touch of a button.

 

COMPLETION OF THE MAINTENANCE

Once the maintenance is completed, the operator confirms the action. Maintenance Manager resets the traffic lights of the maintenance event to green and restarts the cycle. All modifications and notes of the operator are automatically adopted and the maintenance is filed in the facility log.

symmedia SP/1 maintenance management

How Does Maintenance Planning Work?

Local Maintenance Planning

The machine operator uses symmedia SP/1 Maintenance in the planning and preparation of his maintenance tasks relating to all machines of the relevant manufacturer. He receives support in his daily work, sees the next pending maintenance via the traffic light function and is promptly notified so that maintenance can be scheduled in the production process and spare parts and wear parts can be ordered.

symmedia SP/1 Maintenance informs the operator on the machine about pending maintenance events, how maintenance is to be performed and which parts are needed. Typically the maintenance instructions from the manufacturer’s maintenance manual are stored as a PDF.

 

INTELLIGENT MAINTENANCE MANAGEMENT

If the operator ascertains during production operations that modifications to the maintenance plan would be sensible (maintenance after 200 instead of 300 operating hours) he may make adjustments. This also applies to short instructions or any parts needed, so the operator can make notes and input new information. This process enables the centrally-compiled manufacturer plan to be adapted to local circumstances and to „grow“ alongside its appointed tasks.

The machine itself can also let its “knowledge” flow directly into the maintenance plan and actively contribute to the optimisation of the maintenance cycles. For example, status data from Condition Monitoring can trigger an adaptation of the maintenance plan.

Benefits for the manufacturer: He receives detailed feedback and accurate information on the actual maintenance cycle in production. He can then use this local information to derive sensible modifications to the central maintenance plan for an entire machine type, or even pro-actively offer different services such as maintenance contracts, training courses and wear parts.

 

A MAINTENANCE EVENT IS PENDING

Since the operator can view all pending maintenance events on the machine screen at all times, he can select the most favourable moment for an action in advance and prepare for it. He will know for example which tools and parts he is likely to need, how long the machine downtime will be and which work steps he needs to perform. This means that his production will be impaired as little as possible by the maintenance.

Whilst the maintenance is being carried out the operator can refer to Maintenance Manager at all times to access the knowledge stored in the maintenance database. For example, he can view any instructions from the manufacturer or notes from previous maintenance operations. Should unexpected problems arise during the maintenance, he can enlist assistance from the experts at the manufacturer by the touch of a button.

 

COMPLETION OF THE MAINTENANCE

Once the maintenance is completed, the operator confirms the action. Maintenance Manager resets the traffic lights of the maintenance event to green and restarts the cycle. All modifications and notes of the operator are automatically adopted and the maintenance is filed in the facility log.

symmedia SP/1 maintenance management

Local Maintenance Planning

The machine operator uses symmedia SP/1 Maintenance in the planning and preparation of his maintenance tasks relating to all machines of the relevant manufacturer. He receives support in his daily work, sees the next pending maintenance via the traffic light function and is promptly notified so that maintenance can be scheduled in the production process and spare parts and wear parts can be ordered.

How Does Maintenance Planning Work?

symmedia SP/1 Maintenance informs the operator on the machine about pending maintenance events, how maintenance is to be performed and which parts are needed. Typically the maintenance instructions from the manufacturer’s maintenance manual are stored as a PDF.

 

INTELLIGENT MAINTENANCE MANAGEMENT

If the operator ascertains during production operations that modifications to the maintenance plan would be sensible (maintenance after 200 instead of 300 operating hours) he may make adjustments. This also applies to short instructions or any parts needed, so the operator can make notes and input new information. This process enables the centrally-compiled manufacturer plan to be adapted to local circumstances and to „grow“ alongside its appointed tasks.

The machine itself can also let its “knowledge” flow directly into the maintenance plan and actively contribute to the optimisation of the maintenance cycles. For example, status data from Condition Monitoring can trigger an adaptation of the maintenance plan.

Benefits for the manufacturer: He receives detailed feedback and accurate information on the actual maintenance cycle in production. He can then use this local information to derive sensible modifications to the central maintenance plan for an entire machine type, or even pro-actively offer different services such as maintenance contracts, training courses and wear parts.

 

A MAINTENANCE EVENT IS PENDING

Since the operator can view all pending maintenance events on the machine screen at all times, he can select the most favourable moment for an action in advance and prepare for it. He will know for example which tools and parts he is likely to need, how long the machine downtime will be and which work steps he needs to perform. This means that his production will be impaired as little as possible by the maintenance.

Whilst the maintenance is being carried out the operator can refer to Maintenance Manager at all times to access the knowledge stored in the maintenance database. For example, he can view any instructions from the manufacturer or notes from previous maintenance operations. Should unexpected problems arise during the maintenance, he can enlist assistance from the experts at the manufacturer by the touch of a button.

 

COMPLETION OF THE MAINTENANCE

Once the maintenance is completed, the operator confirms the action. Maintenance Manager resets the traffic lights of the maintenance event to green and restarts the cycle. All modifications and notes of the operator are automatically adopted and the maintenance is filed in the facility log.

How Does Parts Agent Work?

Parts Agent operates like an octopus and can access the widest range of data sources and comb through them from a sales perspective. For instance, it takes status information from symmedia SP/1 Monitoring and is informed by symmedia SP/1 Maintenance about any pending inspections. If Parts Agent finds indications that parts are needed, an automatic sales process is launched:

  • 1. Step: Alignment with the warehouse
    Parts Agent aligns its requirement information with the inventory status of the operator. This enables it to identify which parts need to be ordered in the near future.
  • 2. Step: Creation of a digital shopping cart
    All parts which Parts Agent has identified as being required are collated into a digital shopping cart and conveniently made available to the operator in the Customer Cockpit. Depending on the connection possibilities, in its compilation Parts Agent can align the delivery times and the anticipated time when the part will be required in order to calculate the optimum moment to place the order.
  • 3. Step: Request
    Based on the digital shopping cart, the operator can now send a Request to the manufacturer. The order number, part description and customer data are sent automatically with the Request.
  • 4. Step: Quote and order
    The manufacturer service compiles a quote based on the Request and sends it to the operator. If the manufacturer administers its spare parts via an ERP system, it can provide the operator with prices, availabilities and tracking.
symmedia SP/1 Parts Agent

How Does Parts Agent Work?

Parts Agent

Parts Agent is the digital salesman of the manufacturer directly on the machine. It is supplied together with Maintenance Manager and continuously combs through the collated machine data for indications of parts requirements. If Parts Agent has identified a requirement it creates an order proposal for the operator – conveniently, in line with need and precisely at the right time.

Parts Agent operates like an octopus and can access the widest range of data sources and comb through them from a sales perspective. For instance, it takes status information from symmedia SP/1 Monitoring and is informed by symmedia SP/1 Maintenance about any pending inspections. If Parts Agent finds indications that parts are needed, an automatic sales process is launched:

  • 1. Step: Alignment with the warehouse
    Parts Agent aligns its requirement information with the inventory status of the operator. This enables it to identify which parts need to be ordered in the near future.
  • 2. Step: Creation of a digital shopping cart
    All parts which Parts Agent has identified as being required are collated into a digital shopping cart and conveniently made available to the operator in the Customer Cockpit. Depending on the connection possibilities, in its compilation Parts Agent can align the delivery times and the anticipated time when the part will be required in order to calculate the optimum moment to place the order.
  • 3. Step: Request
    Based on the digital shopping cart, the operator can now send a Request to the manufacturer. The order number, part description and customer data are sent automatically with the Request.
  • 4. Step: Quote and order
    The manufacturer service compiles a quote based on the Request and sends it to the operator. If the manufacturer administers its spare parts via an ERP system, it can provide the operator with prices, availabilities and tracking.
symmedia SP/1 Parts Agent

Parts Agent

Parts Agent is the digital salesman of the manufacturer directly on the machine. It is supplied together with Maintenance Manager and continuously combs through the collated machine data for indications of parts requirements. If Parts Agent has identified a requirement it creates an order proposal for the operator – conveniently, in line with need and precisely at the right time.

How Does Parts Agent Work?

Parts Agent operates like an octopus and can access the widest range of data sources and comb through them from a sales perspective. For instance, it takes status information from symmedia SP/1 Monitoring and is informed by symmedia SP/1 Maintenance about any pending inspections. If Parts Agent finds indications that parts are needed, an automatic sales process is launched:

  • 1. Step: Alignment with the warehouse
    Parts Agent aligns its requirement information with the inventory status of the operator. This enables it to identify which parts need to be ordered in the near future.
  • 2. Step: Creation of a digital shopping cart
    All parts which Parts Agent has identified as being required are collated into a digital shopping cart and conveniently made available to the operator in the Customer Cockpit. Depending on the connection possibilities, in its compilation Parts Agent can align the delivery times and the anticipated time when the part will be required in order to calculate the optimum moment to place the order.
  • 3. Step: Request
    Based on the digital shopping cart, the operator can now send a Request to the manufacturer. The order number, part description and customer data are sent automatically with the Request.
  • 4. Step: Quote and order
    The manufacturer service compiles a quote based on the Request and sends it to the operator. If the manufacturer administers its spare parts via an ERP system, it can provide the operator with prices, availabilities and tracking.

Basic functions of all symmedia SP/1 modules

Service Cockpit

All symmedia SP/1 modules (Remote Service, Maintenance, Parts and Monitoring) can be used in the Service Cockpit. Machine manufacturers who initially only use symmedia SP/1 Remote Service can complement this later on with symmedia SP/1 Maintenance. symmedia SP/1 Monitoring users can later activate symmedia SP/1 Parts and use the monitoring data to generate automated wearing parts shopping carts.

Service Cockpit
The reduced display of the user interface of symmedia SP/1 Service Cockpit (views: Remote Service, Maintenance, Parts, Monitoring)

SERVICE COCKPIT FOR SERVICE TECHNICIANS

(The respective functions of the Service Cockpit are product-dependent)

 

  • Current Service Requests
  • Access to the customer and the customer facility
  • Use of all automation and diagnostic tools
    and remote control of the HMI
  • Data logging, programming and parameter setting
  • Maintenance due dates of all facilities
  • Online inspections
  • Online conferencing
  • View spare parts catalogues and facility documentation
  • Fill spare parts shopping carts
  • Alarms
  • OEE visualisations
  • Live machine data visualisation
  • Historic machine data visualisation
  • Compile service reports
  • Close Service Tickets and/or trigger tickets for subsequent activities (spare part ordering, technician deployment, etc).
  • View machine history
  • and much more.

 

 

SERVICE COCKPIT AS CONTROL CENTRE FOR THE SERVICE MANAGER

  • Overview of open Service Tickets (worldwide or regional)
  • Expiring service contracts or warranties
  • Service history of all customers and facilities
symmedia SP/1 Service Cockpit

Service Cockpit

The Service Cockpit is the central working interface for the manufacturer’s service technicians. It contains, based on requirements, Remote Service, Maintenance, Parts and Monitoring.

All symmedia SP/1 modules (Remote Service, Maintenance, Parts and Monitoring) can be used in the Service Cockpit. Machine manufacturers who initially only use symmedia SP/1 Remote Service can complement this later on with symmedia SP/1 Maintenance. symmedia SP/1 Monitoring users can later activate symmedia SP/1 Parts and use the monitoring data to generate automated wearing parts shopping carts.

Service Cockpit
The reduced display of the user interface of symmedia SP/1 Service Cockpit (views: Remote Service, Maintenance, Parts, Monitoring)

SERVICE COCKPIT FOR SERVICE TECHNICIANS

(The respective functions of the Service Cockpit are product-dependent)

 

  • Current Service Requests
  • Access to the customer and the customer facility
  • Use of all automation and diagnostic tools
    and remote control of the HMI
  • Data logging, programming and parameter setting
  • Maintenance due dates of all facilities
  • Online inspections
  • Online conferencing
  • View spare parts catalogues and facility documentation
  • Fill spare parts shopping carts
  • Alarms
  • OEE visualisations
  • Live machine data visualisation
  • Historic machine data visualisation
  • Compile service reports
  • Close Service Tickets and/or trigger tickets for subsequent activities (spare part ordering, technician deployment, etc).
  • View machine history
  • and much more.

 

 

SERVICE COCKPIT AS CONTROL CENTRE FOR THE SERVICE MANAGER

  • Overview of open Service Tickets (worldwide or regional)
  • Expiring service contracts or warranties
  • Service history of all customers and facilities
symmedia SP/1 Service Cockpit

The Service Cockpit is the central working interface for the manufacturer’s service technicians. It contains, based on requirements, Remote Service, Maintenance, Parts and Monitoring.

Service Cockpit

All symmedia SP/1 modules (Remote Service, Maintenance, Parts and Monitoring) can be used in the Service Cockpit. Machine manufacturers who initially only use symmedia SP/1 Remote Service can complement this later on with symmedia SP/1 Maintenance. symmedia SP/1 Monitoring users can later activate symmedia SP/1 Parts and use the monitoring data to generate automated wearing parts shopping carts.

Service Cockpit
The reduced display of the user interface of symmedia SP/1 Service Cockpit (views: Remote Service, Maintenance, Parts, Monitoring)

SERVICE COCKPIT FOR SERVICE TECHNICIANS

(The respective functions of the Service Cockpit are product-dependent)

 

  • Current Service Requests
  • Access to the customer and the customer facility
  • Use of all automation and diagnostic tools
    and remote control of the HMI
  • Data logging, programming and parameter setting
  • Maintenance due dates of all facilities
  • Online inspections
  • Online conferencing
  • View spare parts catalogues and facility documentation
  • Fill spare parts shopping carts
  • Alarms
  • OEE visualisations
  • Live machine data visualisation
  • Historic machine data visualisation
  • Compile service reports
  • Close Service Tickets and/or trigger tickets for subsequent activities (spare part ordering, technician deployment, etc).
  • View machine history
  • and much more.

 

 

SERVICE COCKPIT AS CONTROL CENTRE FOR THE SERVICE MANAGER

  • Overview of open Service Tickets (worldwide or regional)
  • Expiring service contracts or warranties
  • Service history of all customers and facilities

Customer Cockpit

The Customer Cockpit is the user interface for the machine operator, maintainer or operations manager. It not only enables central access to all the services of the manufacturer, but also provides the operator with support in the daily maintenance of his machinery. For example, it provides an overview of all maintenance due on his machines, can view current status messages and can call up machine performance reports. In short: It is an indispensable tool for daily business activities and connects the operator closely with the manufacturer service, even beyond the warranty period.

Customer Cockpit
The reduced display of the user interface of symmedia SP/1 Customer Cockpit (views: Remote Service, Maintenance, Parts, Monitoring)

Benefits for the operator:

(The respective functions of the Customer Cockpit are product-dependent)

  • Contact to the manufacturer service: The machine operator can contact the manufacturer with just one mouse click with the knowledge that this is the fastest and most convenient way of receiving high-quality support.
  • The operator can see in real time when a technician connects to his system.
  • Monitoring: The operator can see the status of all connected machines, and if applicable also across several factories.
  • Maintenance: The operator sees all pending maintenance listed and can therefore plan in advance for any required spare parts, support from the manufacturer service or any anticipated downtime.
  • Parts: The operator will be made aware of any required spare parts and he can then order these from manufacturer directly from the Cockpit.
  • Facility log: an overview of all data relating to the lifecycle of a facility.
  • Documentation: Access to operating instructions, technical drawings, maintenance instructions, commissioning logs, parts lists and much more.

 

 

symmedia SP/1 App
symmedia SP/1 App with information on facility status, alarms and Service Requests.
symmedia SP/1 Customer Cockpit

Customer Cockpit

The Customer Cockpit is the operator’s window to all relevant maintenance issues on his machine and into the service world of the manufacturer.

The Customer Cockpit is the user interface for the machine operator, maintainer or operations manager. It not only enables central access to all the services of the manufacturer, but also provides the operator with support in the daily maintenance of his machinery. For example, it provides an overview of all maintenance due on his machines, can view current status messages and can call up machine performance reports. In short: It is an indispensable tool for daily business activities and connects the operator closely with the manufacturer service, even beyond the warranty period.

Customer Cockpit
The reduced display of the user interface of symmedia SP/1 Customer Cockpit (views: Remote Service, Maintenance, Parts, Monitoring)

Benefits for the operator:

(The respective functions of the Customer Cockpit are product-dependent)

  • Contact to the manufacturer service: The machine operator can contact the manufacturer with just one mouse click with the knowledge that this is the fastest and most convenient way of receiving high-quality support.
  • The operator can see in real time when a technician connects to his system.
  • Monitoring: The operator can see the status of all connected machines, and if applicable also across several factories.
  • Maintenance: The operator sees all pending maintenance listed and can therefore plan in advance for any required spare parts, support from the manufacturer service or any anticipated downtime.
  • Parts: The operator will be made aware of any required spare parts and he can then order these from manufacturer directly from the Cockpit.
  • Facility log: an overview of all data relating to the lifecycle of a facility.
  • Documentation: Access to operating instructions, technical drawings, maintenance instructions, commissioning logs, parts lists and much more.

 

 

symmedia SP/1 App
symmedia SP/1 App with information on facility status, alarms and Service Requests.
symmedia SP/1 Customer Cockpit

The Customer Cockpit is the operator’s window to all relevant maintenance issues on his machine and into the service world of the manufacturer.

Customer Cockpit

The Customer Cockpit is the user interface for the machine operator, maintainer or operations manager. It not only enables central access to all the services of the manufacturer, but also provides the operator with support in the daily maintenance of his machinery. For example, it provides an overview of all maintenance due on his machines, can view current status messages and can call up machine performance reports. In short: It is an indispensable tool for daily business activities and connects the operator closely with the manufacturer service, even beyond the warranty period.

Customer Cockpit
The reduced display of the user interface of symmedia SP/1 Customer Cockpit (views: Remote Service, Maintenance, Parts, Monitoring)

Benefits for the operator:

(The respective functions of the Customer Cockpit are product-dependent)

  • Contact to the manufacturer service: The machine operator can contact the manufacturer with just one mouse click with the knowledge that this is the fastest and most convenient way of receiving high-quality support.
  • The operator can see in real time when a technician connects to his system.
  • Monitoring: The operator can see the status of all connected machines, and if applicable also across several factories.
  • Maintenance: The operator sees all pending maintenance listed and can therefore plan in advance for any required spare parts, support from the manufacturer service or any anticipated downtime.
  • Parts: The operator will be made aware of any required spare parts and he can then order these from manufacturer directly from the Cockpit.
  • Facility log: an overview of all data relating to the lifecycle of a facility.
  • Documentation: Access to operating instructions, technical drawings, maintenance instructions, commissioning logs, parts lists and much more.

 

 

symmedia SP/1 App
symmedia SP/1 App with information on facility status, alarms and Service Requests.

Ticket System

Use of ticket systems delivers big benefits to service organisations. For example the Ticket System decouples the reported malfunction from its elimination (in contrast to telephone support). Using the symmedia SP/1 daylight following process, worldwide service organisations can offer 24/7 service cost effectively.

At the same time the symmedia SP/1 Ticket System automatically collates all Service Requests, prioritises them and processes them. Service technicians can be informed of new service tickets via text message or email. If a Service Ticket is not processed within a specified time period, an automatic escalation process can be instigated. This enables a detailed overview of current requests to be obtained, Service Level Agreements to be complied with and feedback on the current processing status to be provided to operators.

 

 

The symmedia SP/1 Ticket System
The symmedia SP/1 Ticket System

The Service Request is the „invitation“ of the operator to access the manufacturer service. Whether it relates to a spare parts order, the reporting of a problem or a pending inspection, is totally irrelevant here. However what is important is that with the Service Request all the key information and functions are automatically available to the responsible service technician. This includes

  • customer and machine data together with a problem description.
  • Prioritisation of requests by urgency, service level, etc.
  • Possibility of direct reverse connection on the machine.
  • Escalation handling (defined procedure when the problem is not solved within a specific period).
  • Knowledge management (problems already solved can be viewed).
  • Automatic forwarding outside business hours (daylight following).
  • Secure and structured incorporation of service partners in a service process.

 

 

The Service Request list with traffic lights and status display.
The Service Request list with traffic lights and status display.
Symmedia SP/1 Ticket System

Ticket System

The symmedia SP/1 Ticket System structures the communication between the manufacturer service and machine operators. It makes the service process for manufacturers and operators convenient and transparent.

Use of ticket systems delivers big benefits to service organisations. For example the Ticket System decouples the reported malfunction from its elimination (in contrast to telephone support). Using the symmedia SP/1 daylight following process, worldwide service organisations can offer 24/7 service cost effectively.

At the same time the symmedia SP/1 Ticket System automatically collates all Service Requests, prioritises them and processes them. Service technicians can be informed of new service tickets via text message or email. If a Service Ticket is not processed within a specified time period, an automatic escalation process can be instigated. This enables a detailed overview of current requests to be obtained, Service Level Agreements to be complied with and feedback on the current processing status to be provided to operators.

 

 

The symmedia SP/1 Ticket System
The symmedia SP/1 Ticket System

The Service Request is the „invitation“ of the operator to access the manufacturer service. Whether it relates to a spare parts order, the reporting of a problem or a pending inspection, is totally irrelevant here. However what is important is that with the Service Request all the key information and functions are automatically available to the responsible service technician. This includes

  • customer and machine data together with a problem description.
  • Prioritisation of requests by urgency, service level, etc.
  • Possibility of direct reverse connection on the machine.
  • Escalation handling (defined procedure when the problem is not solved within a specific period).
  • Knowledge management (problems already solved can be viewed).
  • Automatic forwarding outside business hours (daylight following).
  • Secure and structured incorporation of service partners in a service process.

 

 

The Service Request list with traffic lights and status display.
The Service Request list with traffic lights and status display.
Symmedia SP/1 Ticket System

The symmedia SP/1 Ticket System structures the communication between the manufacturer service and machine operators. It makes the service process for manufacturers and operators convenient and transparent.

Ticket System

Use of ticket systems delivers big benefits to service organisations. For example the Ticket System decouples the reported malfunction from its elimination (in contrast to telephone support). Using the symmedia SP/1 daylight following process, worldwide service organisations can offer 24/7 service cost effectively.

At the same time the symmedia SP/1 Ticket System automatically collates all Service Requests, prioritises them and processes them. Service technicians can be informed of new service tickets via text message or email. If a Service Ticket is not processed within a specified time period, an automatic escalation process can be instigated. This enables a detailed overview of current requests to be obtained, Service Level Agreements to be complied with and feedback on the current processing status to be provided to operators.

 

 

The symmedia SP/1 Ticket System
The symmedia SP/1 Ticket System

The Service Request is the „invitation“ of the operator to access the manufacturer service. Whether it relates to a spare parts order, the reporting of a problem or a pending inspection, is totally irrelevant here. However what is important is that with the Service Request all the key information and functions are automatically available to the responsible service technician. This includes

  • customer and machine data together with a problem description.
  • Prioritisation of requests by urgency, service level, etc.
  • Possibility of direct reverse connection on the machine.
  • Escalation handling (defined procedure when the problem is not solved within a specific period).
  • Knowledge management (problems already solved can be viewed).
  • Automatic forwarding outside business hours (daylight following).
  • Secure and structured incorporation of service partners in a service process.

 

 

The Service Request list with traffic lights and status display.
The Service Request list with traffic lights and status display.

Administration and documentation

The symmedia SP/1 customer database
The symmedia SP/1 customer database (Views: left – navigation through the service organisation, right – settings of the selected machine)

CUSTOMER DATABASE
The customer database administers all customers and connected facilities. Of particular importance is the possibility of filing Service Level Agreements. Service Requests from customers are then automatically prioritised.

FACILITY FILE IN THE CUSTOMER COCKPIT
The facility file provides a complete overview of the service life of the facility. Maintenance work, updates, spare parts orders or service interventions are saved automatically and can be retrieved at any time. (The respective functions of the facility logs are product-dependent) The operator can also add his own notes and use the facility file in this way as a shift book.

symmedia SP/1 Facility Log
symmedia SP/1 Facility Log

SERVICE ARCHIVE
The Service Archive stores all service processes. For example, service technicians use the Service Archive to prepare for customer visits. The Service Archive is also used by them as a knowledge database.

LOGGING
symmedia SP/1 logs all service activities which are performed via the system, such as how long an employee was connected to a machine, which functions he invoked and which modifications he made. This enables every individual step to be reproduced and substantiated. This not only applies to the manufacturer service since relevant operator activities such as configuration changes are also saved in a manipulation-protected log file.

GROUP AND ROLE ACCESS CONCEPTS
User groups are an important component of a secure software architecture. They define the rights of a user within the software. For example, an „admin“ can in general set up new users and release services, whereas an „operator“ is only given access to selected content. A key benefit here is that rights do not have to be assigned individually to every user, since there is a classification which then automatically leads to a specific group and the relevant „rights package“. This saves time when setting up symmedia SP/1 and makes it easy to administer all users.

symmedia SP/1 User Administration
symmedia SP/1 User Administration

symmedia SP/1 provides an adapted Cockpit for each user group which supports the respective tasks and at the same time prevents access to content outside of their role relevance. This means for example that the „operator“ can access all current machine data, whereas the „service technician“ can only access alarms. If a user were to belong to several groups, for example „service manager“ and „service technician“, his rights are „amalgamated“ into one „role“.

symmedia SP/1 Administration and documentation

Administration and documentation

symmedia SP/1 provides comprehensive administration functions. All customer and machine data, service information, documents and contracts are filed clearly and can be retrieved at any time.

The symmedia SP/1 customer database
The symmedia SP/1 customer database (Views: left – navigation through the service organisation, right – settings of the selected machine)

CUSTOMER DATABASE
The customer database administers all customers and connected facilities. Of particular importance is the possibility of filing Service Level Agreements. Service Requests from customers are then automatically prioritised.

FACILITY FILE IN THE CUSTOMER COCKPIT
The facility file provides a complete overview of the service life of the facility. Maintenance work, updates, spare parts orders or service interventions are saved automatically and can be retrieved at any time. (The respective functions of the facility logs are product-dependent) The operator can also add his own notes and use the facility file in this way as a shift book.

symmedia SP/1 Facility Log
symmedia SP/1 Facility Log

SERVICE ARCHIVE
The Service Archive stores all service processes. For example, service technicians use the Service Archive to prepare for customer visits. The Service Archive is also used by them as a knowledge database.

LOGGING
symmedia SP/1 logs all service activities which are performed via the system, such as how long an employee was connected to a machine, which functions he invoked and which modifications he made. This enables every individual step to be reproduced and substantiated. This not only applies to the manufacturer service since relevant operator activities such as configuration changes are also saved in a manipulation-protected log file.

GROUP AND ROLE ACCESS CONCEPTS
User groups are an important component of a secure software architecture. They define the rights of a user within the software. For example, an „admin“ can in general set up new users and release services, whereas an „operator“ is only given access to selected content. A key benefit here is that rights do not have to be assigned individually to every user, since there is a classification which then automatically leads to a specific group and the relevant „rights package“. This saves time when setting up symmedia SP/1 and makes it easy to administer all users.

symmedia SP/1 User Administration
symmedia SP/1 User Administration

symmedia SP/1 provides an adapted Cockpit for each user group which supports the respective tasks and at the same time prevents access to content outside of their role relevance. This means for example that the „operator“ can access all current machine data, whereas the „service technician“ can only access alarms. If a user were to belong to several groups, for example „service manager“ and „service technician“, his rights are „amalgamated“ into one „role“.

symmedia SP/1 Administration and documentation

symmedia SP/1 provides comprehensive administration functions. All customer and machine data, service information, documents and contracts are filed clearly and can be retrieved at any time.

Administration and documentation

The symmedia SP/1 customer database
The symmedia SP/1 customer database (Views: left – navigation through the service organisation, right – settings of the selected machine)

CUSTOMER DATABASE
The customer database administers all customers and connected facilities. Of particular importance is the possibility of filing Service Level Agreements. Service Requests from customers are then automatically prioritised.

FACILITY FILE IN THE CUSTOMER COCKPIT
The facility file provides a complete overview of the service life of the facility. Maintenance work, updates, spare parts orders or service interventions are saved automatically and can be retrieved at any time. (The respective functions of the facility logs are product-dependent) The operator can also add his own notes and use the facility file in this way as a shift book.

symmedia SP/1 Facility Log
symmedia SP/1 Facility Log

SERVICE ARCHIVE
The Service Archive stores all service processes. For example, service technicians use the Service Archive to prepare for customer visits. The Service Archive is also used by them as a knowledge database.

LOGGING
symmedia SP/1 logs all service activities which are performed via the system, such as how long an employee was connected to a machine, which functions he invoked and which modifications he made. This enables every individual step to be reproduced and substantiated. This not only applies to the manufacturer service since relevant operator activities such as configuration changes are also saved in a manipulation-protected log file.

GROUP AND ROLE ACCESS CONCEPTS
User groups are an important component of a secure software architecture. They define the rights of a user within the software. For example, an „admin“ can in general set up new users and release services, whereas an „operator“ is only given access to selected content. A key benefit here is that rights do not have to be assigned individually to every user, since there is a classification which then automatically leads to a specific group and the relevant „rights package“. This saves time when setting up symmedia SP/1 and makes it easy to administer all users.

symmedia SP/1 User Administration
symmedia SP/1 User Administration

symmedia SP/1 provides an adapted Cockpit for each user group which supports the respective tasks and at the same time prevents access to content outside of their role relevance. This means for example that the „operator“ can access all current machine data, whereas the „service technician“ can only access alarms. If a user were to belong to several groups, for example „service manager“ and „service technician“, his rights are „amalgamated“ into one „role“.

System Architecture

The core elements of symmedia SP/1 system architecture
The core elements of symmedia SP/1 system architecture

Whether solutions are centralised or decentralised, each variant has its respective benefits.

For example, the decentralised variant has primarily prevailed in mechanical engineering sectors where the customer base insists on physical data sovereignty. In this case all data remains with the operator on the Site Control.

symmedia SP/1 enables interim solutions to be set up which meet both the security requirements of the operator and the information requirements of the manufacturer.

 

MANUFACTURER SYSTEM

Service Cockpit
An interface for all service tasks The Service Cockpit provides service managers and technicians with the ideal working environment for their daily service business.

Central Server
The Central Server is the hub for the symmedia SP/1 connection management. This is where the customer database is located with all machine and operator data being administered on the Central Server. All Service Requests from the customer arrive on the Central Server at the same time and are then automatically distributed. The Central Server is located in the DMZ of the manufacturer or it is hosted by symmedia or by a specialised service provider.

 

OPERATOR SYSTEMS

Customer Cockpit
The Customer Cockpit is the user interface for the machine operator, maintainer or operations manager. It not only enables central access to all the services of the manufacturer, but also provides the operator with support in the daily maintenance of his machinery.

The Customer Cockpit can be provided with different variants – as a client on a PC, laptop, tablet, on the HMI of a machine or with reduced functions on a smartphone.

Site Control
Site Control is the interface to the machine and also between the machine operator and the manufacturer. Site Control is a small software module that runs in the operator’s network (e.g on the machine or on a maintenance PC). It is also often delivered already installed on a hardware box (e.g. the symmedia plug&work Box).

Site Control connects, when required, with the Central Server in order to enable the service employees at the manufacturer to set up a reverse connection on a machine or on its components. Site Control also contains a large amount of important data for the operator (e.g. live information on the status of his facilities) without having to connect to the internet.

Example: Site Control stores all data which is made available to Maintenance Manager. The machine operator can plan and carry out maintenance with Maintenance Manager without establishing a direct connection. For instance, this also applies to the overview of the entire machinery fleet. All the data is saved locally in its network.

symmedia SP/1 system srchitecture

System Architecture

The symmedia SP/1 architecture enables the implementation of both decentralised and centralised scenarios. Connected machines can be handled in a totally decentralised manner – in such a case all data is located on the Site Control with the machine operator. Alternatively the Central Server takes on all tasks.

The core elements of symmedia SP/1 system architecture
The core elements of symmedia SP/1 system architecture

Whether solutions are centralised or decentralised, each variant has its respective benefits.

For example, the decentralised variant has primarily prevailed in mechanical engineering sectors where the customer base insists on physical data sovereignty. In this case all data remains with the operator on the Site Control.

symmedia SP/1 enables interim solutions to be set up which meet both the security requirements of the operator and the information requirements of the manufacturer.

 

MANUFACTURER SYSTEM

Service Cockpit
An interface for all service tasks The Service Cockpit provides service managers and technicians with the ideal working environment for their daily service business.

Central Server
The Central Server is the hub for the symmedia SP/1 connection management. This is where the customer database is located with all machine and operator data being administered on the Central Server. All Service Requests from the customer arrive on the Central Server at the same time and are then automatically distributed. The Central Server is located in the DMZ of the manufacturer or it is hosted by symmedia or by a specialised service provider.

 

OPERATOR SYSTEMS

Customer Cockpit
The Customer Cockpit is the user interface for the machine operator, maintainer or operations manager. It not only enables central access to all the services of the manufacturer, but also provides the operator with support in the daily maintenance of his machinery.

The Customer Cockpit can be provided with different variants – as a client on a PC, laptop, tablet, on the HMI of a machine or with reduced functions on a smartphone.

Site Control
Site Control is the interface to the machine and also between the machine operator and the manufacturer. Site Control is a small software module that runs in the operator’s network (e.g on the machine or on a maintenance PC). It is also often delivered already installed on a hardware box (e.g. the symmedia plug&work Box).

Site Control connects, when required, with the Central Server in order to enable the service employees at the manufacturer to set up a reverse connection on a machine or on its components. Site Control also contains a large amount of important data for the operator (e.g. live information on the status of his facilities) without having to connect to the internet.

Example: Site Control stores all data which is made available to Maintenance Manager. The machine operator can plan and carry out maintenance with Maintenance Manager without establishing a direct connection. For instance, this also applies to the overview of the entire machinery fleet. All the data is saved locally in its network.

symmedia SP/1 system srchitecture

The symmedia SP/1 architecture enables the implementation of both decentralised and centralised scenarios. Connected machines can be handled in a totally decentralised manner – in such a case all data is located on the Site Control with the machine operator. Alternatively the Central Server takes on all tasks.

System Architecture

The core elements of symmedia SP/1 system architecture
The core elements of symmedia SP/1 system architecture

Whether solutions are centralised or decentralised, each variant has its respective benefits.

For example, the decentralised variant has primarily prevailed in mechanical engineering sectors where the customer base insists on physical data sovereignty. In this case all data remains with the operator on the Site Control.

symmedia SP/1 enables interim solutions to be set up which meet both the security requirements of the operator and the information requirements of the manufacturer.

 

MANUFACTURER SYSTEM

Service Cockpit
An interface for all service tasks The Service Cockpit provides service managers and technicians with the ideal working environment for their daily service business.

Central Server
The Central Server is the hub for the symmedia SP/1 connection management. This is where the customer database is located with all machine and operator data being administered on the Central Server. All Service Requests from the customer arrive on the Central Server at the same time and are then automatically distributed. The Central Server is located in the DMZ of the manufacturer or it is hosted by symmedia or by a specialised service provider.

 

OPERATOR SYSTEMS

Customer Cockpit
The Customer Cockpit is the user interface for the machine operator, maintainer or operations manager. It not only enables central access to all the services of the manufacturer, but also provides the operator with support in the daily maintenance of his machinery.

The Customer Cockpit can be provided with different variants – as a client on a PC, laptop, tablet, on the HMI of a machine or with reduced functions on a smartphone.

Site Control
Site Control is the interface to the machine and also between the machine operator and the manufacturer. Site Control is a small software module that runs in the operator’s network (e.g on the machine or on a maintenance PC). It is also often delivered already installed on a hardware box (e.g. the symmedia plug&work Box).

Site Control connects, when required, with the Central Server in order to enable the service employees at the manufacturer to set up a reverse connection on a machine or on its components. Site Control also contains a large amount of important data for the operator (e.g. live information on the status of his facilities) without having to connect to the internet.

Example: Site Control stores all data which is made available to Maintenance Manager. The machine operator can plan and carry out maintenance with Maintenance Manager without establishing a direct connection. For instance, this also applies to the overview of the entire machinery fleet. All the data is saved locally in its network.

Network Management & Interfaces

symmedia SP/1 can be integrated into external systems in various different ways.
symmedia SP/1 can be integrated into external systems in various different ways.

SITE CONTROL MONITORING
A digital service network can only function when all connected machines are also really online. With Site Control Monitoring the manufacturer service can continuously check the status of all connected Site Controls.

FILE TRANSFER
Computers which are connected via symmedia SP/1 can transfer and exchange files. Therefore, for example, files can be transferred between Site Control of one machine and a local file system.


File Transfer Function of symmedia SP/1
File Transfer Function of symmedia SP/1

SYSTEM INTEGRATION IN ERP SYSTEMS

The most frequently used connection to ERP systems is the ticket administration. When an operator triggers a Service Request, the Central Server contacts the ERP and obtains a Ticket Number from it. When the service has been completed, the service report is also saved in the ERP system.

symmedia SP/1 has many other interfaces to ERP systems, for instance, for spare parts orders, for master data and/or document administration and for the monitoring of Service Level Agreements.

AUTO UPDATE & BACKUP

symmedia SP/1 updates itself and all connected user and machine programs fully automatically. This leads to a very high level of system security with administration kept to a minimum. symmedia SP/1 can also organise the security and update of other connected systems such as control projects or parameter settings.

Network Management & Interfaces

Network Management & Interfaces

symmedia SP/1 is in most cases fully integrated into the IT environment of the machine manufacturer. The functionality of symmedia SP/1 can be used throughout the entire company. The data generated by the use of symmedia SP/1 is available for use in the company’s IT systems (e.g. the ERP system).

symmedia SP/1 can be integrated into external systems in various different ways.
symmedia SP/1 can be integrated into external systems in various different ways.

SITE CONTROL MONITORING
A digital service network can only function when all connected machines are also really online. With Site Control Monitoring the manufacturer service can continuously check the status of all connected Site Controls.

FILE TRANSFER
Computers which are connected via symmedia SP/1 can transfer and exchange files. Therefore, for example, files can be transferred between Site Control of one machine and a local file system.


File Transfer Function of symmedia SP/1
File Transfer Function of symmedia SP/1

SYSTEM INTEGRATION IN ERP SYSTEMS

The most frequently used connection to ERP systems is the ticket administration. When an operator triggers a Service Request, the Central Server contacts the ERP and obtains a Ticket Number from it. When the service has been completed, the service report is also saved in the ERP system.

symmedia SP/1 has many other interfaces to ERP systems, for instance, for spare parts orders, for master data and/or document administration and for the monitoring of Service Level Agreements.

AUTO UPDATE & BACKUP

symmedia SP/1 updates itself and all connected user and machine programs fully automatically. This leads to a very high level of system security with administration kept to a minimum. symmedia SP/1 can also organise the security and update of other connected systems such as control projects or parameter settings.

Network Management & Interfaces

symmedia SP/1 is in most cases fully integrated into the IT environment of the machine manufacturer. The functionality of symmedia SP/1 can be used throughout the entire company. The data generated by the use of symmedia SP/1 is available for use in the company’s IT systems (e.g. the ERP system).

Network Management & Interfaces

symmedia SP/1 can be integrated into external systems in various different ways.
symmedia SP/1 can be integrated into external systems in various different ways.

SITE CONTROL MONITORING
A digital service network can only function when all connected machines are also really online. With Site Control Monitoring the manufacturer service can continuously check the status of all connected Site Controls.

FILE TRANSFER
Computers which are connected via symmedia SP/1 can transfer and exchange files. Therefore, for example, files can be transferred between Site Control of one machine and a local file system.


File Transfer Function of symmedia SP/1
File Transfer Function of symmedia SP/1

SYSTEM INTEGRATION IN ERP SYSTEMS

The most frequently used connection to ERP systems is the ticket administration. When an operator triggers a Service Request, the Central Server contacts the ERP and obtains a Ticket Number from it. When the service has been completed, the service report is also saved in the ERP system.

symmedia SP/1 has many other interfaces to ERP systems, for instance, for spare parts orders, for master data and/or document administration and for the monitoring of Service Level Agreements.

AUTO UPDATE & BACKUP

symmedia SP/1 updates itself and all connected user and machine programs fully automatically. This leads to a very high level of system security with administration kept to a minimum. symmedia SP/1 can also organise the security and update of other connected systems such as control projects or parameter settings.

Security

symmedia SP/1: Trusted Product Certificate "TÜViT"
symmedia SP/1: Trusted Product Certificate "TÜViT"

symmedia instantVPN®: A machine operator has a problem and sends a Service Request to the manufacturer service. This Service Request is the „invitation“ for the service technician to reverse connect to the relevant machine and remove the fault. As soon as the work is completed, the connection is automatically terminated.

  • In the event of a Service Request, symmedia SP/1 Site Control on the machine connects via an encrypted connection with the symmedia SP/1 Central Server and thereby enables the reverse connection from the manufacturer’s network directly onto the machine.
  • From the firewall standpoint of the operator, during the entire Remote Service intervention, the connection is only an outgoing connection, e.g. via the https Port 443 (single port). Accesses from external networks must therefore never be released.
  • A significant advantage of symmedia instantVPN® is the dynamic port administration. This means that whereas in traditional VPN solutions all ports are in principle opened for the entire connection period, symmedia SP/1 dynamically creates port releases only for relevant ports. This enables the machine operator not only to control the time period of the connection, but defines precisely which data the manufacturer can access – and which it cannot.

 

 

symmedia SP/1 dynamically creates port releases for relevant ports.
symmedia SP/1 dynamically creates port releases for relevant ports.
  • Subsidiaries – and also suppliers – can be incorporated into the Remote Service workflow at any time. The benefit of this is that supplier communications such as a secure connection via symmedia instantVPN®, the saving of all processes in the facility log and compliance with quality and service standards can be processed directly via symmedia SP/1.
  • Suppliers are integrated via a special role access concept that enables manufacturers and operators to specify individual access rights to each individual supplier.
symmedia SP/1 security

Security

The most important feature of internet-based connections is that they are secure. This applies in particular to the manufacturers and operators of highly-complex production facilities. symmedia SP/1 is the only remote service product worldwide with the „TÜVIT“ Trusted Product Certificate and is widely accepted by machine operators worldwide.

symmedia SP/1: Trusted Product Certificate "TÜViT"
symmedia SP/1: Trusted Product Certificate "TÜViT"

symmedia instantVPN®: A machine operator has a problem and sends a Service Request to the manufacturer service. This Service Request is the „invitation“ for the service technician to reverse connect to the relevant machine and remove the fault. As soon as the work is completed, the connection is automatically terminated.

  • In the event of a Service Request, symmedia SP/1 Site Control on the machine connects via an encrypted connection with the symmedia SP/1 Central Server and thereby enables the reverse connection from the manufacturer’s network directly onto the machine.
  • From the firewall standpoint of the operator, during the entire Remote Service intervention, the connection is only an outgoing connection, e.g. via the https Port 443 (single port). Accesses from external networks must therefore never be released.
  • A significant advantage of symmedia instantVPN® is the dynamic port administration. This means that whereas in traditional VPN solutions all ports are in principle opened for the entire connection period, symmedia SP/1 dynamically creates port releases only for relevant ports. This enables the machine operator not only to control the time period of the connection, but defines precisely which data the manufacturer can access – and which it cannot.

 

 

symmedia SP/1 dynamically creates port releases for relevant ports.
symmedia SP/1 dynamically creates port releases for relevant ports.
  • Subsidiaries – and also suppliers – can be incorporated into the Remote Service workflow at any time. The benefit of this is that supplier communications such as a secure connection via symmedia instantVPN®, the saving of all processes in the facility log and compliance with quality and service standards can be processed directly via symmedia SP/1.
  • Suppliers are integrated via a special role access concept that enables manufacturers and operators to specify individual access rights to each individual supplier.
symmedia SP/1 security

The most important feature of internet-based connections is that they are secure. This applies in particular to the manufacturers and operators of highly-complex production facilities. symmedia SP/1 is the only remote service product worldwide with the „TÜVIT“ Trusted Product Certificate and is widely accepted by machine operators worldwide.

Security

symmedia SP/1: Trusted Product Certificate "TÜViT"
symmedia SP/1: Trusted Product Certificate "TÜViT"

symmedia instantVPN®: A machine operator has a problem and sends a Service Request to the manufacturer service. This Service Request is the „invitation“ for the service technician to reverse connect to the relevant machine and remove the fault. As soon as the work is completed, the connection is automatically terminated.

  • In the event of a Service Request, symmedia SP/1 Site Control on the machine connects via an encrypted connection with the symmedia SP/1 Central Server and thereby enables the reverse connection from the manufacturer’s network directly onto the machine.
  • From the firewall standpoint of the operator, during the entire Remote Service intervention, the connection is only an outgoing connection, e.g. via the https Port 443 (single port). Accesses from external networks must therefore never be released.
  • A significant advantage of symmedia instantVPN® is the dynamic port administration. This means that whereas in traditional VPN solutions all ports are in principle opened for the entire connection period, symmedia SP/1 dynamically creates port releases only for relevant ports. This enables the machine operator not only to control the time period of the connection, but defines precisely which data the manufacturer can access – and which it cannot.

 

 

symmedia SP/1 dynamically creates port releases for relevant ports.
symmedia SP/1 dynamically creates port releases for relevant ports.
  • Subsidiaries – and also suppliers – can be incorporated into the Remote Service workflow at any time. The benefit of this is that supplier communications such as a secure connection via symmedia instantVPN®, the saving of all processes in the facility log and compliance with quality and service standards can be processed directly via symmedia SP/1.
  • Suppliers are integrated via a special role access concept that enables manufacturers and operators to specify individual access rights to each individual supplier.

symsupport

symsupport: Support Portal for symmedia SP/1 customers
symsupport: Support Portal for symmedia SP/1 customers

Benefits of symsupport at a glance:

  • Immediate notification of the respective monitor
  • Escalation management (e.g. forwarding of the request after a specific time)
  • Automated service workflow
  • Time-saving through preliminary analysis of the problem at symmedia
  • Multimedia support during trouble shooting
  • Tracking of the service request with status display
symmedia SP/1 symsupport

symsupport

symsupport is the Support Portal for symmedia SP/1 customers. Support queries are triggered by a Service Request – everything else operates automatically. From the immediate notification of the symmedia SP/1 monitor through the preliminary analysis of the problem to the fast online help, symmedia customers enjoy the benefits of a support portal.

symsupport: Support Portal for symmedia SP/1 customers
symsupport: Support Portal for symmedia SP/1 customers

Benefits of symsupport at a glance:

  • Immediate notification of the respective monitor
  • Escalation management (e.g. forwarding of the request after a specific time)
  • Automated service workflow
  • Time-saving through preliminary analysis of the problem at symmedia
  • Multimedia support during trouble shooting
  • Tracking of the service request with status display
symmedia SP/1 symsupport

symsupport is the Support Portal for symmedia SP/1 customers. Support queries are triggered by a Service Request – everything else operates automatically. From the immediate notification of the symmedia SP/1 monitor through the preliminary analysis of the problem to the fast online help, symmedia customers enjoy the benefits of a support portal.

symsupport

symsupport: Support Portal for symmedia SP/1 customers
symsupport: Support Portal for symmedia SP/1 customers

Benefits of symsupport at a glance:

  • Immediate notification of the respective monitor
  • Escalation management (e.g. forwarding of the request after a specific time)
  • Automated service workflow
  • Time-saving through preliminary analysis of the problem at symmedia
  • Multimedia support during trouble shooting
  • Tracking of the service request with status display

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Contact Person

Vinzenz van Ketwich

Vinzenz van Ketwich
Business Consultant

 

 

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