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symmedia SP/1 Remote Service

With symmedia SP/1 Remote Service online access to a machine or facility is fast and secure to handle. The service technician of the machine manufacturer sees all his customers’ Service Requests in the Service Cockpit. Every Service Request corresponds to a ticket with which he can connect directly to the customer’s facility and perform the service. For example, he could check the machine control settings and solve problems online.

Online access is always at the invitation of the operator who triggers a Service Request with a mouse click. A corresponding Service Ticket then appears immediately in the technician’s Service Cockpit. In order to reverse connect to the operator’s facility, he simply clicks on a button. Benefits of reverse connection: The connection always originates from the operator. Therefore he does not have to change his security arrangements (e.g. he does not have to permit any incoming connection).

The reduced display of the user interface of symmedia SP/1 Remote Service
The reduced display of the user interface of symmedia SP/1 Remote Service

What Tunnels Does symmedia SP/1 Provide?

1. BASE TUNNEL

  • VNC
  • Telnet
  • SSH
  • MS Terminal Server

2. CONTROL TUNNEL

symmedia SP/1 control tunnels are fully workflow-supported tunnel modules which are optimised for different automation manufacturers. One benefit of the control tunnel is the automatic processing of all processes, from the invoking of programming or diagnostic tools on the service technician’s computer through the replication of the project planning data associated with the machine to the configuration of the correct IP address.

  • symmedia SP/1 Bachmann M-WAP/SolutionCenter
  • symmedia SP/1 Beckhoff TwinCAT
  • symmedia SP/1 B&R Automation Studio
  • symmedia SP/1 CODESYS
  • symmedia SP/1 Jetter JetSym
  • symmedia SP/1 Rockwell RSLogix
  • symmedia SP/1 Siemens Simatic Manager
  • symmedia SP/1 Siemens Simotion
  • More tunnels on request

3. GENERIC TUNNEL

The generic tunnel is a freely-configurable tunnel solution with which service technicians can establish connections to machine controllers which are only required temporarily or rarely.

Example: A manufacturer virtually only builds S7 controllers. If problems were to arise on a special machine with a controller for which there is no special tunnel, then it will enlist the assistance of the generic tunnel and set up its connection.

symmedia SP/1 tunnel services

What Tunnels Does symmedia SP/1 Provide?

Tunnel Services

Tunnel services are the key feature of symmedia SP/1 Remote Service. Base Tunnels enable remote desktop access, for example, to the HMI of a machine. Special control tunnels enable direct access to the machine control.

symmedia instantVPN® establishes a secure connection in all cases between the Service Cockpit of the manufacturer and the Site Control on the customer machine so that data from the controller can be read and processed. Benefit: High performance and maximum security.

1. BASE TUNNEL

  • VNC
  • Telnet
  • SSH
  • MS Terminal Server

2. CONTROL TUNNEL

symmedia SP/1 control tunnels are fully workflow-supported tunnel modules which are optimised for different automation manufacturers. One benefit of the control tunnel is the automatic processing of all processes, from the invoking of programming or diagnostic tools on the service technician’s computer through the replication of the project planning data associated with the machine to the configuration of the correct IP address.

  • symmedia SP/1 Bachmann M-WAP/SolutionCenter
  • symmedia SP/1 Beckhoff TwinCAT
  • symmedia SP/1 B&R Automation Studio
  • symmedia SP/1 CODESYS
  • symmedia SP/1 Jetter JetSym
  • symmedia SP/1 Rockwell RSLogix
  • symmedia SP/1 Siemens Simatic Manager
  • symmedia SP/1 Siemens Simotion
  • More tunnels on request

3. GENERIC TUNNEL

The generic tunnel is a freely-configurable tunnel solution with which service technicians can establish connections to machine controllers which are only required temporarily or rarely.

Example: A manufacturer virtually only builds S7 controllers. If problems were to arise on a special machine with a controller for which there is no special tunnel, then it will enlist the assistance of the generic tunnel and set up its connection.

symmedia SP/1 tunnel services

Tunnel Services

Tunnel services are the key feature of symmedia SP/1 Remote Service. Base Tunnels enable remote desktop access, for example, to the HMI of a machine. Special control tunnels enable direct access to the machine control.

symmedia instantVPN® establishes a secure connection in all cases between the Service Cockpit of the manufacturer and the Site Control on the customer machine so that data from the controller can be read and processed. Benefit: High performance and maximum security.

What Tunnels Does symmedia SP/1 Provide?

1. BASE TUNNEL

  • VNC
  • Telnet
  • SSH
  • MS Terminal Server

2. CONTROL TUNNEL

symmedia SP/1 control tunnels are fully workflow-supported tunnel modules which are optimised for different automation manufacturers. One benefit of the control tunnel is the automatic processing of all processes, from the invoking of programming or diagnostic tools on the service technician’s computer through the replication of the project planning data associated with the machine to the configuration of the correct IP address.

  • symmedia SP/1 Bachmann M-WAP/SolutionCenter
  • symmedia SP/1 Beckhoff TwinCAT
  • symmedia SP/1 B&R Automation Studio
  • symmedia SP/1 CODESYS
  • symmedia SP/1 Jetter JetSym
  • symmedia SP/1 Rockwell RSLogix
  • symmedia SP/1 Siemens Simatic Manager
  • symmedia SP/1 Siemens Simotion
  • More tunnels on request

3. GENERIC TUNNEL

The generic tunnel is a freely-configurable tunnel solution with which service technicians can establish connections to machine controllers which are only required temporarily or rarely.

Example: A manufacturer virtually only builds S7 controllers. If problems were to arise on a special machine with a controller for which there is no special tunnel, then it will enlist the assistance of the generic tunnel and set up its connection.

How Does symmedia instantVPN® Work?

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.
  •  All data lies with the operator. He has control of his data at all times and can determine which data he wants to share with the manufacturer service.
  •  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 (authentication via role-specific SSL certificates) that enables manufacturers and operators to specify individual access rights to each individual supplier.
symmedia SP/1 secure connection with the TÜVIT Trusted Product Certificate

How Does symmedia instantVPN® Work?

Secure Connection

The most important feature of internet-based connections is that they are secure. This applies in particular to the mechanical engineering sector which wants to be certain that its highly sensitive data is secure from unauthorised access at all times. symmedia SP/1 is the world’s only remote service product with the TÜVIT Trusted Product Certificate and it only uses secure symmedia instantVPN® connections which are widely accepted and deployed by machine operators worldwide.

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.
  •  All data lies with the operator. He has control of his data at all times and can determine which data he wants to share with the manufacturer service.
  •  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 (authentication via role-specific SSL certificates) that enables manufacturers and operators to specify individual access rights to each individual supplier.
symmedia SP/1 secure connection with the TÜVIT Trusted Product Certificate

Secure Connection

The most important feature of internet-based connections is that they are secure. This applies in particular to the mechanical engineering sector which wants to be certain that its highly sensitive data is secure from unauthorised access at all times. symmedia SP/1 is the world’s only remote service product with the TÜVIT Trusted Product Certificate and it only uses secure symmedia instantVPN® connections which are widely accepted and deployed by machine operators worldwide.

How Does symmedia instantVPN® Work?

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.
  •  All data lies with the operator. He has control of his data at all times and can determine which data he wants to share with the manufacturer service.
  •  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 (authentication via role-specific SSL certificates) that enables manufacturers and operators to specify individual access rights to each individual supplier.

How Does Trouble Shooting Work?

As soon as a machine operator identifies a problem on his machine (or the machine itself reports an error), he can trigger a Service Request in the Customer Cockpit. Here he can either adopt the error descriptions provided by the machine (e.g. from log files) in the Request or manually input brief information about the problem. Everything else including machine number and type, customer number, date etc. is sent at the same time automatically.

The Service Request appears immediately as a Service Ticket in the Service Cockpit of the relevant service employee (if he is not at his workstation, he is informed directly by text message or email about the new Ticket and also after a defined time interval, of the colleague who has assumed responsibility for it in the escalation procedure). He now views all processes in his Service Request list and can respond accordingly. Benefit: symmedia SP/1 automatically prioritises incoming Service Tickets which makes the work easier.

The machine operator can call up his Request at any time on the machine and check the current status: Has my Request already been viewed by a service technician? Is the problem currently being worked on?

For the service technician, the Service Request from the operator is the „invitation“ through which he can make the reverse connection to the affected machine and eliminate problems online. This is how he can change data or install updates. All activities of the service technician on the machine are saved, so that all steps can be reproduced.

If the service technician has eliminated the problem, he includes the actions he took and the solution to the problems in a Service Report (all logged actions and times are already automatically inserted). This is also where the service technician controls any follow-up activities, e.g. the shipment of spare parts. The operator is informed of the completion of the Remote Service activity and will find a copy of the Service Report in his machine file.

How Does Trouble Shooting Work?

Trouble Shooting

The secure and fast connection to customer machines worldwide is the basis for efficient troubleshooting. With symmedia SP/1 Remote Service technicians at the manufacturer can, at any time via the customer’s Service Request, access a reverse connection on a machine and solve problems online, for example, by updating new data, installing updates or changing parameters.

As soon as a machine operator identifies a problem on his machine (or the machine itself reports an error), he can trigger a Service Request in the Customer Cockpit. Here he can either adopt the error descriptions provided by the machine (e.g. from log files) in the Request or manually input brief information about the problem. Everything else including machine number and type, customer number, date etc. is sent at the same time automatically.

The Service Request appears immediately as a Service Ticket in the Service Cockpit of the relevant service employee (if he is not at his workstation, he is informed directly by text message or email about the new Ticket and also after a defined time interval, of the colleague who has assumed responsibility for it in the escalation procedure). He now views all processes in his Service Request list and can respond accordingly. Benefit: symmedia SP/1 automatically prioritises incoming Service Tickets which makes the work easier.

The machine operator can call up his Request at any time on the machine and check the current status: Has my Request already been viewed by a service technician? Is the problem currently being worked on?

For the service technician, the Service Request from the operator is the „invitation“ through which he can make the reverse connection to the affected machine and eliminate problems online. This is how he can change data or install updates. All activities of the service technician on the machine are saved, so that all steps can be reproduced.

If the service technician has eliminated the problem, he includes the actions he took and the solution to the problems in a Service Report (all logged actions and times are already automatically inserted). This is also where the service technician controls any follow-up activities, e.g. the shipment of spare parts. The operator is informed of the completion of the Remote Service activity and will find a copy of the Service Report in his machine file.

Trouble Shooting

The secure and fast connection to customer machines worldwide is the basis for efficient troubleshooting. With symmedia SP/1 Remote Service technicians at the manufacturer can, at any time via the customer’s Service Request, access a reverse connection on a machine and solve problems online, for example, by updating new data, installing updates or changing parameters.

How Does Trouble Shooting Work?

As soon as a machine operator identifies a problem on his machine (or the machine itself reports an error), he can trigger a Service Request in the Customer Cockpit. Here he can either adopt the error descriptions provided by the machine (e.g. from log files) in the Request or manually input brief information about the problem. Everything else including machine number and type, customer number, date etc. is sent at the same time automatically.

The Service Request appears immediately as a Service Ticket in the Service Cockpit of the relevant service employee (if he is not at his workstation, he is informed directly by text message or email about the new Ticket and also after a defined time interval, of the colleague who has assumed responsibility for it in the escalation procedure). He now views all processes in his Service Request list and can respond accordingly. Benefit: symmedia SP/1 automatically prioritises incoming Service Tickets which makes the work easier.

The machine operator can call up his Request at any time on the machine and check the current status: Has my Request already been viewed by a service technician? Is the problem currently being worked on?

For the service technician, the Service Request from the operator is the „invitation“ through which he can make the reverse connection to the affected machine and eliminate problems online. This is how he can change data or install updates. All activities of the service technician on the machine are saved, so that all steps can be reproduced.

If the service technician has eliminated the problem, he includes the actions he took and the solution to the problems in a Service Report (all logged actions and times are already automatically inserted). This is also where the service technician controls any follow-up activities, e.g. the shipment of spare parts. The operator is informed of the completion of the Remote Service activity and will find a copy of the Service Report in his machine file.

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Vinzenz van Ketwich

Vinzenz van Ketwich
Business Consultant

 

 

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