RemoteExperts

Remote Experts for new machines and retrofits

Remote Experts – this service-on-demand package gives you the most efficient way of detecting and eliminating faults, as well as fast expert help in case of malfunctions:

  • Worldwide online support and access to EMAG experts and their know-how
  • Machine linked via secure online connection (EMAG VPN)
  • 24/7 telephone support via our service hotline
  • 24/7 spare part service as part of the 24/7 hotline
  • Quarterly documentation of machine status
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Remote Experts: the efficient way to achieve to higher machine availability and lower servicing costs

For new machines
The components required for Remote Experts (NIC, control system with Assistance Call function) are part of the basic equipment of every machine with Siemens 840D control with at least PCU 50 V2 and 512 MB RAM. Activation of Remote Experts can be added as an option to the machine order.

Retrofit on machines built in 2004 and later
EMAG machines built in 2004 and later with Siemens 840D control and at least PCU 50 V2 and 512 MB RAM include an integral NIC (Network Interface Card). If connected as a standalone machine (not part of a network), a mobile broadband router needs to be fitted. Installation and commissioning is carried out by an EMAG service technician.

Retrofit on machines delivered prior to 2004
EMAG machines delivered prior to 2004 have to have a mobile broadband router or an NIC fitted. Installation and commissioning has to be performed by an EMAG service technician, who will also update control software and hardware accordingly.

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Advantages

Many advantages – impressive benefits.
Service-on-demand instead of service-on-site

  • In many cases (past experience suggests up to 50%) Remote Experts can lead to a direct solution.
  • If a service call is required, the service technician will be well informed about the problem and will bring the right spare parts.
  • Reduction in on-site service calls by technicians
  • Breakdown, maintenance, and repair costs minimized
  • Reliable identification of required spare parts and spare parts ordering
  • Regular reports provide information on the reliability and performance capacity of the machine.
  • Fast fault detection and targeted response through reliable fault log and unambiguous remote diagnostics
  • Direct access to expert(s)
  • Language and communication problems avoided
  • Once activated, the machine control is directly connected to the EMAG Server
  • Fast and secure online connection to support team

EMAG experts are on hand for rapid, targeted, centralized support in all phases of a machine’s life.


Installation phase (commissioning)

  • Immediate expert assistance when needed for faster, trouble-free commissioning

Warranty period

  • Support during the “breaking in” period
  • Continuous monitoring and regular machine evaluations
  • Online expert support or targeted technician service calls when needed

Operational phase (after expiry of warranty)

  • Optimization support and expert know-how when needed (without travel time or wait time)
  • Cost-effective implementation of software improvements and control updates
  • The most efficient way of detecting and eliminating faults
  • High availability ensured
  • Breakdown, maintenance, and repair costs minimized
  • Reduction in servicing costs and capacities

Expert Link – your secure connection

Expert Link utilizes a secure online connection (EMAG VPN) between the machine and a dedicated server at EMAG. The secure EMAG VPN connection is always established by the machine connecting to the EMAG server, not the other way around. Access to the operator computer and data transfer to and from the control’s hard drive are possible, but only when the operator activates the software. Only when that software is activated does the machine establish a secure connection to the EMAG operator server, making the machine accessible to our service staff.

This is what Expert Link offers you:

  • Machine’s mobile broadband router or network linked via secure online connection (EMAG VPN)
  • Regular, automatic monitoring and safeguarding of the online connection by the machine
  • Notification of any accidental disconnection
  • Remote Experts Services activated by pressing Assistance Call button
  • When your operating personnel push the button, the machine sends an up-to-date fault log to EMAG Service. This log can, if necessary, be supplemented with further information (e.g. a question from the operator or the operator’s telephone number).
  • Access to the operator computer and data transfer to the control’s hard drive are possible
  • EMAG experts can only gain access to the machine after activation by the customer. Every type of external access has to be verified.

Expert Support – fast expert help in case of malfunctions

Remote Experts offers you an alternative to time-consuming and expensive on-site servicing. It is the efficient way to achieve higher machine availability and lower servicing costs. All of EMAG’s expertise is available to you at the touch of a button. Expert Support begins with continuous logging of operating data and machine malfunctions. That is used to provide you with a machine evaluation every quarter.
And when you really need it, just press the Assistance Call button and receive comprehensive EMAG expert support.

This is what Expert Support offers you:

  • Logging of operating data and malfunctions
  • Quarterly documentation of machine evaluations and malfunctions (reports on performance capacity, reliability, connection monitoring, service requests, etc.)
  • 24/7 telephone support via our service hotline
  • Hotline for error message analysis, first contact, and support
  • Consultation with Remote Experts when needed. Expert service available worldwide (Mon – Fri 7:00 am – 5:00 pm GMT+0100)
  • Online troubleshooting by experts
  • Support in fault elimination
  • Operating/repair instructions given or on-site service call initiated
  • Reliable identification of required spare parts and spare parts ordering
  • 24/7 spare part service as part of the 24/7 hotline

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Solutions_EN.pdf

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