User Manual

Advantage In Touch_FAQs Aurora Michelutti – Version 03 – 06.08.2013
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FAQs – Advantage In Touch
TM
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Generic Questions
1.
What is Advantage In Touch?
Advantage In Touch is our intelligent mix of remote-based servic
es in combination with
on-site services for fire safety, security and building automation to increase service
quality, flexibility and system uptime.Advantage In Touch for comprehensive and fast
services
2. How does remote service work?
Remotely delivered services use a secure remote connection to your systems. This
enables Siemens service engineers to check and respond immediately, either by making
software adjustments or, if needed, coming on site with the correct tools and replacement
parts.
3. How much experience does Siemens have with remote services?
Siemens has been offering remote services based on the Siemens Remote Service
platform (SRS) for more than 10 years. From the very beginning, we have assigned the
highest priority to data security, access protection, availability and service quality. With its
high security standards and reliability, SRS is ideal even for the high demands of
Siemens Healthcare, handling patient data, or remote engineering in offshore wind parks
for the Energy sector.
Current number of systems connected via SRS per sector:
Healthcare: 105,000
Energy: 61,000s
Infrastructure and Cities: 17,000 (Building Technologies: 7,000)
Industry: 9,000
4. How does Siemens ensure high-quality remote service?
Siemens has dedicated service engineers working in Advantage Service Centers (ASC)
who follow clearly defined processes and undergo regular training.
5. How secure are remote services?
We assign the highest priority to data security and privacy as well as access protection
and access supervision. You have complete access control and transparency at any
given time. The remote connection is based on a secure Virtual Private Network (VPN).
6. Who can remotely access my system(s)?
Within the framework of your service contract, we define with you the system access
level for our service engineers – from time-limited access upon request to supervised or
even full access. In addition, each system access is documented.
7. Is the remote connection protected against viruses and hacker attacks?
We have assigned the highest priority to security, privacy and access protection. The
technologies used to secure remote access to your systems offer state-of-the-art
protection against unauthorized access.
Each of the three SRS access servers – proxy servers which only allow external data
previously requested by a system or user into the Siemens network – resides within a
demilitarized zone (DMZ), where there is a firewall between the Internet and the access
server and a firewall between the Siemens intranet and the access server.
Customer data is stored permanently only within the protected Siemens Intranet.