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Remote service for machines, plants and devices

Commissioning service, remote maintenance and failure reporting

Application Note 195


Initial situation

M2M and teleservice increase productivity - not only for machine tools and machining centers. The added value of teleservice for commissioning and remote maintenance in case of failures pays off since helpdesk technicians can access the PLC and other devices in the machine from remote as if they would be at the site.


TODAY, individual connections are used for REMOTE MAINTENANCE between machine supplier and operator. Connection establishment is customer-specific:

  • by the operator at the machine
  • by the PLC in the machine
  • by an expert of the machine manufacturer for example during the call


Modem connections are being replaced by IP connections with encrypted VPN connections. Configuration and management of the VPN certificates is quick and easy with the INSYS Smart Devices and the icom Connectivity Suite – VPN of INSYS icom.


TOMORROW, production systems and interconnected devices connect to your TELEPRESENCE PLATFORM automatically in the Internet of Things (IoT) and find your desired experts depending on the situation.


The experts will execute the classic remote service still more efficient using integrated knowledge platforms and mobile devices save travel and are "at site" more quickly. 

Predictive maintenance allows to provide devices, machines and plants always with individual maintenance. This avoids major downtimes or expensive additional shifts and changes fixed operating times to flexible projectable maintenance.


The INSYS Smart IoT platform is a flexible, highly pre-integrated end-to-end ecosystem that contains all communication elements for realising IoT concepts. The platform supports edge and cloud computing as well as mixed approaches.

This allows to realise and adapt ideas quick and easy.

Benefits and values

  • secure connections with only a few clicks
  • quick commissioning via remote support
  • increased productivity due to less downtime
  • automated updates for INSYS routers
  • easy to configure INSYS routers due to consistent GUI with integrated online help
  • immediate failure messages (SNMP, e-mail, SMS)
  • for inventory and migration (RS232)

Remote maintenance TODAY and ...

... Telepresence TOMORROW


Diagrams: ACATECH implementation recommendations, Trumpf


The highest possible added value for the customers of INSYS icom results from the INSYS Smart IoT platform.


In this flexible ecosystem, a customer-specific Device App in the router, the INSYS Smart Device, can communicate with the customer application via the appropriate Application Connectors.


This makes much more operational and failure data available for analysis (cloud computing).


This gives information about complex issues and helps to avoid failures and plan maintenance work more specific in future.
Moreover, the transparent user behaviour allows bespoke offers like “pay per use”, what ensures growth and competitiveness.

 Wolffkran has realised telepresence of TOMORROW with routers and the VPN service icom Connectivity Suite – VPN TODAY already

Wolffkran has realised telepresence of TOMORROW with routers and the VPN service icom Connectivity Suite – VPN TODAY already

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