Remote service

Remote service (from English remote , "remote, far" and service , " service ") is a method by which technical services are provided at a remote location with the help of telecommunications networks. The main focus of Remote Service is on proactive services and multimedia communication. The most important areas of application are maintenance support and process optimization when using machines and medical devices. The main providers of remote services are the manufacturers of such machines and devices or specialized service companies.

The forerunner teleservice process has been used since the beginning of the 20th century . Technically, the process is based on peer-to-peer connections via modem. Teleservice is characterized by reactive service strategies. Remote service, i.e. the use of the service method via networks, especially the Internet , considerably broadens the range of possible services compared to teleservice. Due to the increasing networking of machines in production environments, teleservice connections also harbor increasing risks for machine operators.

Remote service also harbors security risks. However, most machine operators no longer assess these risks as an exclusion criterion in relation to the benefit. Both conventional security procedures (e.g. VPN ) and specialized procedures can be used and ensure adequate security of the networks and systems.

The machine operators see their benefit in a reduction in maintenance costs, higher flexibility and productivity . The providers of remote services see their advantage in increasing service efficiency, customer loyalty and generating additional, continuous service business.