Remote service brochure

HOW THE

SERVICE TEAM WORKS

DURING THE AGE OF

COVID-19

We share the same goal: continuous operation without interruption.

For our customers, this means guaranteeing the functionality of their plants, for us it means continuing to provide assistance in any condition. Pulsar Engineering has been developing for some time systems for the remote assistance of the machines and systems installed which are today available to its customers. All the projects realized in recent years are equipped with direct (router / switch) or indirect (ports on PLC) tools to set up the remote connection for remote diagnosis and, where possible, remote troubleshooting. Using these tools, therefore, it is possible to organize in an extemporaneous or programmed way, remote assistance interventions.

To cope with the important changes in travels imposed by the situation of spread of COVID-19, Pulsar Engineering has strengthened its supply of technical tools and personnel made available for remote assistance operations, thus guaranteeing all Customers the possibility of being properly assisted.

AUGMENTED REALITY

In addition to the possibility of remote connection, operated with various tools, from Teamviewer, to dedicated programs, Pulsar Engineering also offers its Customers the possibility of accessing a support platform based on Augmented Reality technology.

Augmented Reality (AR) is one of the most innovative digital applications thanks to which it is possible to overlap the reality perceived by the senses with virtual digital information. Thanks to special viewers it becomes possible to access a wide range of information in real time, such as specific technical documentation, drawings and performance data. Unlike Virtual Reality / VR, Augmented Reality / AR is not immersive and always allows the operator to remain well alert and perceive everything that happens around him, thus ensuring the ability to operate in complete safety. In case of format change operations, troubleshooting or routine maintenance, the operator is guided step by step in the execution of all the pre-established actions, without the possibility of diverting the path or skipping steps.

Thanks to the dedicated App it is possible to share videos and photos in real time.

The AR allows you to: Connect with operators directly on the lines Exchange information in real time with technicians from remote locations Share video and audio in streaming with service technicians, in order to have immediate feedback and support, live Share images, documents or other content made available remotely by technicians in real time Record the interventions carried out, for re-use during training or for future reference All this, keeping your hands free to be able to operate with peace of mind.

Carry out virtual, remote training sessions directly on the plants, having qualified technicians and interactive material available Consult independently specific information about devices, such as exploded diagrams of groups and videos with guidelines for maintenance operations For the realization of the AR service, Pulsar Engineering uses VUZIX and REALWEAR tools, devices among the most used in the world for the realization of this kind of services.

The devices mentioned, in addition to ensuring perfect functionality in most environments, can be integrated with the most common PPE, such as helmet, protective goggles and others.

The connection of AR devices with Pulsar Engineering technicians takes place through a simple App, which is released by Pulsar Engineering together with the devices, from which the connection is accessed via a personal password.

Various means can be used for the connection, from direct wi-fi connections, to blue-tooth connections with connected devices, to tethering with smartphones.

In practice, through one of these systems the connection is always guaranteed.

WHAT IS THEREFORE THE

REMOTE ASSISTANCE SERVICE?

HOW DOES IT WORK?

Using a secure Internet connection, managed by your servers or by direct connection, one of our technicians can intervene directly on the PLC or PC, carrying out the diagnostics and calibration of the system remotely and / or at the same time interacting directly with the operator or the maintenance technician using AR technology.

IS IT SAFE?

Yes, it is the customer who activates the connection when needed, and the connection is made through secure channels

WHO IS IT FOR?

For anyone who has a PLC or a PC and an internet network at their disposal.

WHAT CAN BE FIXED?

Through a remote connection you can solve many problems, but above all you can identify the reasons for malfunctions and interact with the Pulsar Engineering technicians for the resolution.

WHAT CAN BE DONE? • • • • • •

Diagnosis of the functioning of the systems Check the condition and status of the devices Installation of fix patches Online correction of the SW Setting of the operating parameters of the connected devices Collaboration with maintenance technicians and line operators for the resolution of problems, including mechanical ones

SERVICE SUPPLY The service described is made available to customers through various methods, ranging from supply “on request” to the subscription of assistance packages for different levels of service. In the case of supply on request, upon receipt of the report, the Service opens a Ticket, sending the Customer a quote about the hourly cost and the methods of supplying the service.

When Customers give their consent and confirm the intervention, they receive the instructions on how to connect and the service begins. During the entire intervention, the Customer is accompanied by one or more competent technicians for the resolution of the problems. The service may involve the need to open multiple connection sessions in sequence or in parallel, for example by connecting with the operator and with the machine. When the intervention is finished, what has been done and the time necessary for the final report and accounting are confirmed.

Alternatively, Remote Assistance “packages” are made available, ranging from: “Hours package” (from 20 to 50), provided at reduced costs Inclusion in the package of remote, timed verification and monitoring activities, from daily observations to periodic observations, for example for the collection and analysis of operating data and supply of reports or suggestions Inclusion in the package of remote connection devices and relative instructions for their connection. Since these are devices already validated for use by our technicians, they are simple to set up and start up.

Training packages for the operational personnel.

The remote service is provided by the Italian headquarters of Pulsar Engineering and for the North American market by the Pulsar America Inc. branch.

Obviously, for all the needs deriving from assistance in validity of the contractual guarantee, this service is provided completely free of charge, without the hours of remote assistance provided being deducted from the package purchased.

If you are interested, request more information or a quotation by writing to service@pulsarengineering.com, asking for more information regarding the Remote Assistance Service.