User Manual

Advantage In Touch_FAQs Aurora Michelutti – Version 03 – 06.08.2013
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8. How can you control Siemens access to your system?
The main prerequisite for any remote service activity is customer authorization. Access
(users and levels) as defined by the customer is part of a legally-binding contract.
9. How many access models does Siemens offer?
Since each customer’s situation is different in terms of network setup, security
requirements and regulations, and services provided, there are no clearly defined access
models.
In each solution or service contract, the Remote Service Team will carefully evaluate and
define the most appropriate access model, which is then contractually agreed upon and
mapped into the Siemens Remote Service Platform.
For a list of the most commonly used access models, please read this security
document.
10. What happens should the Internet connection fail?
When the connection between the Siemens Remote Service Platform and the service
system fails, the session is immediately closed on both ends.
This is also true for idle connectivity sessions: If a connection is not being used for a
defined period of time, the session is closed automatically by SRS. The system will
automatically restore the last saved software state.
11. How does Siemens ensure high availability of remote services?
The SRS platform is based on three fully redundant data centers located in Germany,
Singapore and the USA. The capacity of each center is planned in such a way that the
SRS platform is not affected unless two data centers are unexpectedly taken offline at
the same time.
12. What should I take into consideration before I sign up for Advantage In Touch?
Before you sign up for Advantage In Touch, we perform a detailed situation analysis of
different factors such as industry regulatory requirements, technical infrastructure and
national regulations. Only then do we complement our service offer with remote
connectivity.
13. Are there any proactive calls from the service center?
We offer to proactively monitor your systems remotely and in real time, 24/7, to detect
and correct deviations before they become a problem. This ensures the highest possible
system uptime.
14. Does Advantage In Touch support third-party systems?
Advantage In Touch covers all equipment for which you have a maintenance agreement
with Siemens. Before you sign up for Advantage In Touch, we will perform a detailed
situation analysis. Possible support for third-party products will then be specified.
15. Does the Advantage Service Center team speak my language?
We provide local service. This ensures that our service team speaks your language.
16. How fast is the remote connection?
Establishing a connection, i.e. a connection to an already configured system, is almost
instantaneous. It only takes a few seconds to establish the tunnel and start up the
required application.
Changes that are made to systems via remote connectivity follow the same delays as
changes applied locally.
The transmission speed and data throughput largely depend on the speed of the Internet
connection used at the customer site. The platform has no defined caps.