Glossary · Industrial cybersecurity
Remote assistance
Also known as: Remote support, Remote service
German: Remote Assistance
In industrial service, remote assistance is support provided by an expert who is not on site, for example via a remote connection to a machine or through audio, video and augmented reality guidance of on-site personnel.
- Cybersecurity
In one sentence
Remote assistance is support from an off-site expert via remote machine access or audio, video and AR guidance of staff on site.
Example
A service technician guides the operator by video call through replacing a sensor, while viewing the HMI screen over a secured connection without write access.
How it applies
- Security: Remote connections to machines must be authorized, logged and time-limited; the connection design follows Remote access principles and IEC 62443.
- Safety: Remote actions that can cause motion require someone on site who confirms the machine and danger zone are safe; remote staff cannot see who is in the machine.
- Documentation: The documentation team should describe how remote assistance sessions are requested, approved and ended, and which local actions remain the operator's responsibility.
Remote assistance vs. remote access
Remote access is the technical capability to connect to a system from outside. Remote assistance is the service using it, and may also consist only of guiding people on site without any system access.