GET ASSISTANCE IN THE BLINK OF AN EYE.
With OCME as your trustworthy partner distance no longer MATTERS.
Our remote support center uses the latest available technologies to give you full instant support.
We won't say we have the gift of ubiquity but we're pretty close!
In OCME there is a series of smart systems and services at your disposal, involving a cooperation between customers and OCME technicians.
Our remote support and wearable devices will give you the opportunity to talk directly to OCME senior engineers, available at OCME headquarters, in case of any critical matters arising during production.
These different types of remote supports will allow to reduce downtimes as quickly as possible, thanks to the use of innovative tools that do not require the presence of the technicians on site.
The high know-how and professional experience of OCME Senior engineers will be therefore available for all customers, no matter where they are located, and despite physical distance.
OCME Remote support Service allows our customers to restore the optimum conditions of the machine in case of unexpected malfunctioning, thus ensuring the minimization of recovery time and the maximum return on investment.
With your previous authorization, OCME technical specialists will provide real time remote support to the operator working on the machine, in order to detect the nature of the failure as quickly as possible, limiting or, if possible, avoiding on-site interventions.
In case of emergency you can call us through dedicated phone numbers and PIN code.
Take the best with your direct line!
Our Remote support Service 24/7 enables us to support you in the best possible way to restore optimal machine conditions in case of any unpredictable event, guaranteeing minimised recovery times and maximum return on investment.
Get your custom package for remote support.
Now available 3 or 6 calls vouchers that you can use when you need.
Take the most out of our telephone support service, with a new plan without any subscription.
The package includes 3 or 6 tickets that you can use to access the remote support service via a preferential route at an advantageous price.
The ticket number will ensure timely and personalized communication in order to resolve alarms and support you remotely thanks to the support of our specialized technicians.
With the package of tickets previously purchased, you can be sure that you will be supported in the best possible way, whenever you are in emergency situation and need our support.
The "best effort" mode on your side!
For Customers who do not wish to subscribe to the service, phone support will be however available, in “best effort” mode, that is to say in the best possible manner, but without ensuring any reaction time, and according to OCME standard tariffs.
The service without subscription is available from Monday to Friday, from 9 a.m. to 5 p.m. (GMT+ 1).
Chargeable with single-call pricing scheme as per standard dedicated rates.
If you need support call us at +39 0521 275 247 or [email protected]
The system will identify the Customer and the CALL CENTER operators will detect the information about the machine affected by the problem and will activate the contact between you and OCME's specialist.
All OCME's documentation now are available on "My OCME app"
My OCME App is an app that allows our customers to access services from all their device (mobile, pc and tablet).
The app includes features such as:
Are you a "MY OCME" customer?
Contact us to receive your username and password to access MY OCME,
a mobile app that allows its customers to access our services from their fingertips.
The most experienced technical support has never been so close to you: thanks to the use of wearable devices we are able to give real-time technical support to our engineers and customers.
Users will be able to directly look into a machine or a particular problem and to show directly to our technicians in OCME Headquarters what the issue is. Thanks to audio-video support,
we will be able to improve the way we receive or give support on our machines around the world.
This system will easily help our Senior engineers or your technical staff to connect, in order to get a much better support in troubleshooting issues remotely.
The distance won’t be an obstacle anymore.
FOR TROUBLESHOOTING AND DATA ANALYSIS
A new internal infrastructure has been created with a dedicated remote assistance server fully managed by OCME.
The systematic and logical registration of the cause of every issue that we've happened to face over our long-lasting experience, allows us to support our customers with the indication of possible corrective measures and solutions.
Troubleshooting often involves an activity of elimination, in a kind of step-by-step escalation that will lead to detect the failure and solve it.
MINIMUM REQUIREMENT:
A minimum of 2Mbps network download/upload throughput is required to ensure a smooth remote service session.
Remote maintenance with a throughput less than the minimum requested could be possible but the remote maintenance would be much less effective and last longer than necessary or, in the worst case, not be possible.
MAIN COMPONENT DESCRIPTION:
LINK MANAGER
It is a VPN client software installed on remote service engineer laptop.
This is the application used by remote service engineer to connect to the GateManager Server
GATE MANAGER
GateManager is the central hub of the remote service solution, which contains the Machine Pool Management service.
GateManager checks access rights before establishing the connection between technician and the SiteManager.
User accounts, authorization settings and machines are all managed by the GateManager server.
SITE MANAGER
SiteManager is the device responsible to connect a machine (Single Machine) or machines network (Multiple Machines) to the public network and it is installed in the machine’s electrical cabinet or in the Network Cabinet respectively. It can reach all the machine’s devices on which remote maintenance is necessary such as PLC, HMI, ROBOTS, etc.
BENEFIT:
ACCESS TO STAND-ALONE MACHINE or MULTIPLE MACHINES
When a remote service connection is required, an OCME remote service engineer launches the LinkManager application installed on his laptop and logs on to GateManager by a Web interface.
GateManager server establishes then a secure connection to the SiteManager device installed in the machine electrical cabinet at customer premises.
Only after successful authentication, a VPN connection is established allowing the remote service engineer to access the single machine or, with multiple machines, there are a selective access to remotly maintenance.
RETROFIT FOR CONNECTIVITY:
REMOTE CONNECTIVITY FOR EQUIPMENT PERFORMANCE MONITORING
REMOTE CONNECTIVITY FOR TROUBLE-SHOOTING
PROGRAMMNG ACCORDING TO OMAC-PACKML PROTOCOL FOR COMUNICATION WITH CUTOMER LINE SUPERVISION SYSTEM
PROGRAMMNG ACCORDING TO WEIHENSTEPHAN PROTOCOL FOR COMUNICATION WITH CUTOMER LINE SUPERVISION SYSTEM