GET ASSISTANCE IN THE BLINK OF AN EYE.

With OCME as your trustworthy partner distance no longer exists.
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. 

Call Service

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 Customer Contact 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 contact the CALL CENTER through dedicated phone numbers and PIN code.
Take the best with your direct line!

Our Customer Contact 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 5 or 10 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 5 or 10 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.

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.

MY OCME APP

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:
spare parts catalogues, electrical and pneumatic diagrams

Through My OCME App, customer can consult complete machine documentation (spare parts catalogue, electrical drawing, manual) and, when possible, view 3D machine tables.

Following a Service Contract subscription, customer can easily open a ticket in case of Emergency, so that our 24/7 technical team can promptly start a remote assistance session.

review the status for spare parts, service, etc.

My OCME App offers possibility to check current spare parts orders and old ones, verify shipping details (e.g. packing list with pictures), verify DHL tracking. Through the app, it is also possible to check open offers.

Soon on My OCME App it will be possible to select spare part codes from machine drawing (also 3D drawing, when available) and send a direct order request to OCME After Sales for further processing.

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.

contact us


Iris
WEARABLE DEVICES

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.


REMOTE CONNECTION

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:

Authentication by certificate and password

As an OPTION you can have two-factor authentication (2FA) via SMS.

VPN networks, firewalls and certificate-based authentication ensure maximum security for the Secure Remote Maintenance (SRM) connection. Protection is provided against man-in-the-middle and denial-of-service attacks (DoS/DDoS attacks).
Components and Software for the remote access passed the Security Concept Audit based on BSI (German federal office for information security), ISA 99, and IEC 62443 (IEC62443-3-3, IEC62443-4-2)certified according to IEC62443 standards.

The customer is created a Domain Observer account that allows him to verify who, when and why (who intervenes is obliged to specify a reason code) a remote assistance has been made.

Remote access to OCME machines in a plant is by machine type.

For example, only Ocme's packer technicians can perform remote maintenance on Packer machines.

The same applies to remote maintenance of third party machines supplied by Ocme, which is done by vendor.

The remote service technician can only connect to their company's machines.

The customer, both in case of remote assistance of a single machine and in case of remote assistance of a plant, can enable the remote assistance.
The remote assistance is enabled through the machine HMI (in case of single machine remote assistance) or through the key selector of the remote assistance keyboard of the Networks Cabinet in case of plant remote assistance.

In addition, the customer or on the HMI of the machine or on the remote assistance buttons of the network cabinet, has the indication that a remote assistance is in progress.

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

 

Thanks to the use of proper tools, and with the customer’s authorization, we are able to grant a remote connection to your equipment so that we can  monitor them, with a direct control from our operational headquarters.

Other services

Discover all the OCME services designed to support you:

on site

more info

to improve your machines

more info

to improve your team

more info

to be your partner

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