Teleservice (remote diagnostics and remote maintenance)

Teleservice is data exchange with physically remote technical plants (machines, plants, computers, etc.) for the purpose of error detection, diagnostics, maintenance, repair, or optimization.

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

There is a variety of possible applications for Teleservice. Plants can be diagnosed, values set and data transmitted from anywhere in the world via a telephone cable. Teleservice also enables the SIMATIC controllers to send text messages per SMS or e-mail, making a significant contribution to saving travel and personnel costs in service work.

Teleservice via IP-based networks

Optimum remote maintenance is based on reliable, permanently available, secured and economical data connections.

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

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

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

Siemens Remote Services

The service concept of "Siemens Remote Services" provides a powerful, secure platform for remote access to machines and plants. The inclusion of "shared experts" ensures effective support, not only from Siemens but also from the company's own specialists.