Remote Diagnostics
An engineer on your line in minutes, not a flight away
Over 60% of packaging-line downtime is diagnosed faster remotely than by a site visit. With VPN access and AR guidance, our engineers see what your technician sees — and guide the fix in real time.
How a remote session works
01
Log the ticket
Report the issue by email, WhatsApp or phone. A down line is answered within 4 hours, 24/7; standard issues within 8 business hours.
02
Secure VPN session
We open a zero-trust, encrypted tunnel to the machine's controller. Plant data never leaves your network, and no remote write access is granted without your two-step confirmation.
03
AR-assisted diagnosis
Your technician shares a live view through a phone or tablet. Our engineer annotates the feed in real time — pointing at the sensor, the valve, the photo-eye — while you execute.
04
Root-cause report
Within 48 hours you receive a written diagnosis: what failed, why, the permanent fix and the exact parts list with part numbers and pricing.
Response windows we commit to in writing
4 hours
Critical line down — 24/7 response
8 business hours
Standard technical request
48 hours
Root-cause report after diagnosis
48 hours
Spare-part dispatch from confirmation
Security first
Your data stays behind your firewall
Remote support only works if you trust it. We engineered the session model so that visibility is always human-approved, reversible and fully logged.
No ongoing monitoring of your line. Sessions exist only when you request them and close the moment the issue is resolved.
- Zero-trust architecture — access is granted per session, per machine, and revoked automatically
- Encrypted tunnel (TLS 1.3); no raw plant data is stored on our side
- Two-step human confirmation before any write command reaches your controller
- Full session log you can audit; GDPR-compliant data handling
Ready to try a live diagnostic session?
Schedule a 30-minute walkthrough of the tool with one of our service engineers.
Ready to engineer your line?
A machine issue you can't wait on?
Log it now and receive an engineer's acknowledgement within four hours — day or night.