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Remote maintenance tool
Finding solutions around the clock with e-connect.24
Are you already connected? Get expert support 24/7 via a secure remote connection. Thanks to our remote maintenance access e-connect.24, we can integrate the experts you need online and start looking for solutions immediately - eliminating the need for personal service calls with long travel times in the event of a malfunction. For new machines, free of charge until the end of the warranty
Whether on the weekend, on night shift or during office hours - an ENGEL expert will contact you immediately after your service request. You have to give your consent to allow our service specialists to access your system directly via the e-connect.24 remote maintenance tool. You use a secure, encrypted online connection and ENGEL starts finding a solution immediately. Thanks to qualified online support, you can quickly get machine malfunctions under control at any time and resume smooth production as quickly as possible.
The remote maintenance tool e-connect.24 is the fastest way to get in touch with ENGEL. Thanks to online support, you save the costs of an on-site service call. 24 hours a day, 7 days a week, we support you in rectifying faults quickly and easily. We are committed to starting to find a solution as quickly as possible, but no later than 2 hours after you have contacted us.
In the event of a fault, you will receive first-class support via the remote maintenance tool from our experienced support team. They can access from anywhere in the world. Even distant countries or regions that are difficult to access are no problem. You need competent support quickly - our specialists will contact you in the first step via the remote maintenance tool. If necessary, we can connect you with several experts at the same time. If an on-site service visit is necessary after all, more than 720 of our service technicians are available to you worldwide.
Our support technician can initiate access to your machine as soon as you send us a service request via the remote maintenance tool. The request can be initiated by you or by one of your authorised employees. The connection to the ENGEL server is established via an SSL/TLS secured data channel, originating from your ENGEL EDGE device. The connection is closed when the service case is completed. All remote maintenance accesses are stored on the EDGE device and on the server. The logs can be viewed at any time.
The remote maintenance tool e-connect.24 is the fastest way to get in touch with ENGEL. Thanks to online support, you save the costs of an on-site service call. 24 hours a day, 7 days a week, we support you in rectifying faults quickly and easily. We are committed to starting to find a solution as quickly as possible, but no later than 2 hours after you have contacted us.
In the event of a fault, you will receive first-class support via the remote maintenance tool from our experienced support team. They can access from anywhere in the world. Even distant countries or regions that are difficult to access are no problem. You need competent support quickly - our specialists will contact you in the first step via the remote maintenance tool. If necessary, we can connect you with several experts at the same time. If an on-site service visit is necessary after all, more than 720 of our service technicians are available to you worldwide.
Our support technician can initiate access to your machine as soon as you send us a service request via the remote maintenance tool. The request can be initiated by you or by one of your authorised employees. The connection to the ENGEL server is established via an SSL/TLS secured data channel, originating from your ENGEL EDGE device. The connection is closed when the service case is completed. All remote maintenance accesses are stored on the EDGE device and on the server. The logs can be viewed at any time.
The EDGE device is the prerequisite for a range of digital services at ENGEL.
It is an industrial PC which is responsible for the secure connection between your local network and our network.
The EDGE Device is provided and managed by us.
It is directly assigned to a customer by the serial number and can only be used by that customer and configured according to the customer’s infrastructure.
The development and maintenance of the EDGE Device follows the principles of Security-By-Design and thus meets the highest security standards.
This level of security is checked at regular intervals by an independent service provider using penetration tests.
The installation and commissioning of the unit and thus the setup of connectivity is designed to be very simple.
You are unsure whether your company allows the installation of the EDGE Device?
If you have any technical questions about the EDGE Device, please contact e-connect@engel.at. Our experts will be happy to advise you and your responsible colleagues from the IT department at any time.
Contact us, we will be happy to advise you on the product details.
Send a call for help - You can start your service request either directly at the machine control, via a PC, tablet or smartphone.
Notification 1st Level Support - Your service request reaches the ENGEL hotline and is processed immediately.
Online analysis - Service experts connect to your machine and analyse the case with the remote maintenance tool. They have access to the data from the status report. Furthermore, they can see your control with Remote View and perform specific measurements with the oscilloscope software.
Rapid troubleshooting - problem solving is initiated and if possible, carried out immediately. Your service request is closed. The connection between ENGEL and your machine is disconnected.
How do our online support solutions compare?
e-connect.expert view and e-connect.24
AR Remote Assistance (e-connect.expert view) | Remote maintenance tool (e-connect.24) | |
---|---|---|
With smartphone | √ | |
With tablet | √ | |
With PC | √ | |
With smart glasses | √ | |
Via machine control CC300 | √ | |
Incl. video transmission | √ | |
With augmented reality elements | √ | |
Troubleshooting with data analysis | √ | |
Production data monitoring | √ | |
Available 24/7 | √ | |
With contract | √ | |
Pay-per-use | √ | |
Machine must be networked | √ | |
Secure end-to-end connection | √ | √ |