Remote Diagnostic Suitcase: Minimizing Downtime throughSecure, Instant OT Connectivity
Industry
Industrial Manufacturing / Automation / Pharma
Scope
Remote Support, OT Troubleshooting, Cybersecurity, Industrial Connectivity, Diagnostic Tools
Timeframe
Subscription Model
-
~40%
quicker resolution time for tickets and service requests
-
~$10K
in annual savings per customer through reduced site travel
01
CLIENT
Clients which uses Remote Diagnostic Suitcase are global leaders in biotech, robotics, or high-tech manufacturing who manage distributed Operational Technology (OT) across multiple international sites.
02
BUSINESS NEEDS
Clients needed a way to speed up reaction and resolution times for technical incidents at remote locations. The goal was to perform remote diagnostics, updates and troubleshooting for industrial systems without the high costs and delays associated with specialist travel. Key requirements included a secure, "plug-and-play" method for non-IT personnel to grant experts access to isolated OT networks.
03
CHALLENGE
To help our client achieve its goals, we overcome the following
-
Technical Gap
How to empower non-IT staff to support remote experts in solving complex technical issues. -
Response Speed
How to significantly reduce the time between incident reporting and resolution. -
Secure Access
How to perform remote industrial troubleshooting while maintaining a secure and controlled environment. -
Diverse Connectivity
Supporting various industrial communication standards (Serial, Ethernet, etc.) over unpredictable onsite networks (WiFi, Cellular).
04
SOLUTION
We developed the Remote Diagnostic Suitcase, a comprehensive toolkit designed to provide instant, secure connectivity for remote operators and experts. The solution features:
- Plug-and-Play Setup Designed for immediate use by any device, allowing local staff to establish a connection without extensive training.
- Secure Cloud VPN Leverages a secure, controlled VPN in the cloud to protect sensitive industrial data during remote sessions.
- Multi-Protocol Support Features built-in support for various connection types, including Serial, Ethernet, and other OT specific.
- Collaborative Remote Access Enables multiple specialists to access the device simultaneously, allowing teams to perform joint development or multi-disciplinary remote servicing.
"The Remote Diagnostic Suitcase bridges the physical gap between onsite challenges and expert knowledge. By providing a secure, 'office-in-a-box' connectivity solution, we have enabled our clients to resolve critical OT issues in hours rather than days, eliminating the need for costly travel while maintaining the highest security standards." – Maciej Gaik, R&D Lead Engineer
Maciej Gaik
R&D Lead Engineer
Technology used
05
OUTCOME
The solution fundamentally improved communication between maintenance and operators, providing the ability to support customers anywhere at any time. By bridging the physical gap with secure connectivity, clients realized significant financial savings and accelerated their project deployment cycles through monitoring and instant connectivity.
- Rapid Response Up to 40% quicker resolution time for tickets and service requests.
- Substantial Cost Savings Realized ~10,000 USD of annual savings per customer by limiting travel to sites.
- Streamlined Project Lifecycle Enhanced ability to oversee delivered OT or software projects, ensuring immediate troubleshooting from day one.
- Accelerated Deployment Faster implementation of new projects in remote locations through monitoring and instant connectivity.
06
IMPLEMENTED SOLUTION
-
Standardized Remote Kit
A ruggedized, portable suitcase containing all necessary hardware for universal industrial connectivity. -
Flexible Environment
Ability to choose Windows or Linux as an execution environment for diagnostic software. -
Step-by-Step Instruction
Intuitive setup enabling field technicians to focus on primary activities. -
Optional Extensions
Supports Starlink connectivity, external cameras for visual control, and USB port mapping.
-
~40%
quicker resolution time for tickets and service requests
-
~$10K
in annual savings per customer through reduced site travel