Glossary · Maintenance and diagnostics
Remote maintenance
Also known as: Remote service, Remote support
German: Fernwartung
In industrial automation, remote maintenance is the diagnosis, support, configuration or software maintenance of a machine or plant from a distant location over a network connection, usually by the machine builder's or integrator's service staff.
- Maintenance
- OT security
In one sentence
Remote maintenance is diagnosing, supporting or updating machines from a distant location over a network connection, under controlled access.
Example
A service engineer connects through the plant's remote access gateway, reads the controller diagnostics and guides the local technician through the fix.
How it applies
- Engineering: Remote maintenance is provided through dedicated gateways or platforms, with authentication, encryption, logging and session approval by the plant.
- Security: Every remote connection is a potential attack path. Following IEC 62443, access should go through defined conduits, be enabled only when needed and be recorded; see Remote access.
- Safety: Remote actions that can start movement or change safety-relevant parameters need rules about who may do what, and local personnel must be informed. Some actions should only be possible on site.
- Documentation: The operating documentation should describe how remote sessions are requested, approved, monitored and ended, what the remote party can and cannot do, and the plant's responsibilities for network security.
Remote maintenance vs. remote access
Remote access is the technical and security capability of connecting to a system from outside. Remote maintenance is the service activity that uses that access.