Remote Support

OPS
ZF Friedrichshafen AG

1 2017-03-22 OPS, Remote Support, Internal Internal © ZF Friedrichshafen AG, 2017

 Remote Support Use Cases

Supplier

Machine
Supplier
Supplier
Support Diagnosis
Test
Inhouse
Use
Case
Home- Customer
office Support
Partner Customer
Support

Partner

Picture source: www.mag-ias.com

2 2017-03-22 OPS, Remote Support, Internal Internal © ZF Friedrichshafen AG, 2017

 New Remote Support Tools

Ultra VNC is the

Machine Web conference
Standard Tool
manufacturer

Ultra VNC
CITRIX
GoToMeeting
Dameware

GoToMeeting is the Dameware is an

standard webconference alternative for
for remote support in the higher requirements
production but it is expensive
https://kdbzf88.emea.zf-
world.com:8443/display/kdbforall/Draft%3A+
GoToMeeting

3 2017-03-22 OPS, Remote Support, Internal Internal © ZF Friedrichshafen AG, 2017

 Remote Support
Scenario 1: location with production network (high network bandwith)

Suppliers Web Conference: ZF-Office DMZ

Office net <-> Prod. net ZF-Production Network
network/Internet GotoMeeting network
Firewall Firewall
Production-Client

Machine- WebConference ZF-Office-PC Machine-PC

supplier Terminal-
server

http http RDP RDP Control,

PLC

Database

…
…

2nd Step 1st Step

Transfer of the Office-Session access from the ZF Office Network to
to the Supplier via WebConference a device in the production network

4 2017-03-22 OPS, Remote Support, Internal Internal © ZF Friedrichshafen AG, 2017

 Remote Support
Scenario 2: small location (low bandwidth and no production network)

Suppliers Web Conference:

network/Internet GotoMeeting

Production-Client

Machine- WebConference ZF-Office-PC Machine-PC

supplier

http http RDP Control,

PLC

Database

…
…

2nd Step 1st Step

Transfer of the Office-Session access from the ZF Office Network to
to the Supplier via WebConference a device in the production network

5 2017-03-22 OPS, Remote Support, Internal Internal © ZF Friedrichshafen AG, 2017

 Remote Support
Scenario 3: offline machines

Suppliers Web Conference: Direct connection

network/Internet GotoMeeting via cable

Machine- WebConference ZF-Office-Laptop /

supplier Field PG Machine-PC

Control,
http http PLC

Database
…
…

2nd Step 1st Step

Transfer of the Office-Session access from the ZF Office Network to
to the Supplier via WebConference a device in the production network

6 2017-03-22 OPS, Remote Support, Internal Internal © ZF Friedrichshafen AG, 2017

 Remote Support
Datatransfer via ZF Extranet

 Individualized Portal inside of the ZF Extranet

 No data limitation (single file max. 2GB -> limit of the browser)

 Individual access to the portal per supplier and person

– User enabling / disabling can be done by the maintenance department

 Administration of the folder structure and setting of permissions can be done by the maintenance
department

Machine- Extranet
Fachportal
supplier ZF-Office-PC

Production

File exchange File exchange

File exchange

7 2017-03-22 OPS, Remote Support, Internal Internal © ZF Friedrichshafen AG, 2017