In a malfunction it is not the journey that counts, but the time to diagnosis.
Remote service
When a system stands still, the first question is not „who is coming“, but „what is the cause“.
1 · The challenge
Often the diagnosis decides the downtime
A PLC fault message, a sensor that delivers wrong values, a malfunction whose cause is unclear.
Whoever can narrow down the cause remotely shortens the downtime before anyone even gets into the car.
2 · How ITR handles it
Determine the cause before anyone drives
The system is looked at remotely, the fault message is narrowed down together with telephone support, the cause is often determined before an on-site call becomes necessary — or the call is prepared so that the right spare part comes along right away.
In line with your security requirements, not against them
Remote service is possible in principle — whether it is used depends on the security requirements of your company. With industrial systems under strict IT security policies, remote access is a decision that lies with the customer.
ITR follows that: where remote access is approved, it is used; where not, telephone support and on-site service carry.
3 · Where remote service belongs
One stage in the tiered service offer, not its replacement
Telephone support
Advice on control system, mechanics and process engineering.Remote diagnosis
Narrowing down and often resolving remotely.On-site service
When a physical intervention is needed — via the regional service partners.
4 · The result
The fastest stage of the service
For contract customers, remote diagnosis feeds into the 24/7 emergency service and contributes to the aimed-for response time. It is thus the only stage that works without travel.
Questions and answers
Frequently asked questions about remote service
Is remote service possible with ITR systems?
Yes, in principle — whether it is used depends on the security requirements of your company. With industrial systems under strict IT security policies, remote access is a decision that lies with the customer. We follow that: where remote access is approved, it is used; where not, telephone support and on-site service carry.
What does remote diagnosis achieve concretely?
It shortens response times and downtimes. The system is looked at remotely, the fault message is narrowed down together with telephone support and the cause is often determined before an on-site call becomes necessary. Or the call is prepared so that the right spare part comes along right away.
Direct contact
AddressITR GmbH powered by Zippel
Hauptstraße 31
93186 Pettendorf
Pettendorf bei Regensburg
Hauptstraße 31
93186 Pettendorf
Pettendorf bei Regensburg
Phone+49 (0) 9409-777 3598
Fax +49 (0) 9409-777 3607
Fax +49 (0) 9409-777 3607