Temporary digital service channel for critical machines

Abstract

The present invention relates to a method for creating a temporary digital service channel between a remote service center (56) and a critical machine (1) which is not to be powered down, the method comprising the following steps: - said remote service center (56) creates (200) a digital task and sends a message to a user (2) of the critical machine (1), - said user opens (220) a digital application from said previously received message, - said user plugs (230) a wireless communication module (7) into a port of the critical machine (1) to be serviced, to create a short-range wireless communication between the critical machine (1) and the user's mobile communication device (3), - said application generates a one-time password that the user (2) gives to the remote service center (56) through an auxiliary communication line (11),- said remote service center (56) enters (250) the one-time password into its computer (6), - a temporary digital service channel (9) is created (260). (Figure 2),

Description

Title of the invention: Temporary digital service channel for critical machines Background of the invention

[0001] The invention generally relates to a method and system for performing a remote connection service for critical machines that must never stop, such as uninterruptible power supply units (UPS), in a fast, safe and easy manner, with the collaboration of the customer / end user.

[0002] The main applications of this idea are, but are not limited to, certified remote commissioning (first configuration and system integrity check), fast remote customer support and fast remote diagnosis. More specifically, the invention can be applied to all UPS systems with a universal serial bus (USB) expansion slot capable of handling a certified Bluetooth dongle.

[0003] For critical application products, the commissioning procedure is crucial to ensure a correct and safe way of working. Support and / or certification can only be guaranteed by a specialized technician with in-depth knowledge of the product. This process is normally carried out by the product manufacturer's on-site service.

[0004] Due to the criticality level of the systems considered, the customer may sometimes need the assistance of a specialized technician, not only for critical events, but also for example to activate a specific functionality. This support process is currently carried out by a telephone call or by a physical presence on site.

[0005] The main problem in the event of a product anomaly is the time between the appearance of the problem and the possibility of carrying out an accurate analysis.

[0006] The risks to the customer and their device of having a shutdown event are extremely high, which would result in economic damage or risk to people.

[0007] In fact, an accurate diagnosis can only be carried out by a highly specialized technician, physically in front of the machine, with specific and proprietary software tools, to have in-depth access to the product's data and functional parameters.

[0008] Only after a detailed diagnosis is it possible to determine a suitable solution. Response time becomes a key aspect of successful good service, especially for critical machines such as UPSs.

[0009] In all cases where the technician is required to organize a trip to the customer's site, it is also often necessary to activate procedures to benefit from the presence of personnel on these critical sites with limited access for security reasons. This can seriously affect the quality of service due to the delay in the operation.

[0010] The key aspect of all the above problems is the availability of the connection to the critical machine for the specialized technician. Only in this way can the technician have full access to the data and parameters of the machine and thus perform good service.

[0011] Some attempts to run the process remotely can be made with a remote desktop management tool, such as TeamViewer, with a proprietary software tool installed on the on-site technician's laptop connected to the machine being analyzed.

[0012] This solution has several limitations and does not address key issues: responsiveness, security and avoiding the delay in getting a technician, given that the customer cannot manage complex tools and procedures.

[0013] The main disadvantages of such a solution are the need to have a dedicated computer connected to the machine on which a specific and up-to-date software service tool is installed, the complexity of using the tools even for a minimal operation by the end customer which involves the presence on site of an additional specialized technician, and the lack of security of the connection to the device and the absence of a predefined procedure.

[0014] Another current solution is to have the device or machine connected to the Internet cloud through an Internet of Things (IoT) service: in this case the connection is permanent and requires the use of the customer's network or a specific data connection (such as a 3G-4G modem). This solution is much more intrusive, which may be unacceptable for some devices.

[0015] The main disadvantages of such a permanent loT solution are that the customer must accept a permanent connection to a cloud-based online service, and also that it generates additional device and infrastructure costs for a permanently connected machine, as well as additional device and infrastructure costs for a secure machine. There is also a difficulty in accessing the root cause of problems, product status details and access control settings. This solution is also a one-way solution (data is usually pushed to the cloud) which can limit analysis.

[0016] IoT security is a growing concern when developing and bringing connected devices to market. However, there is currently a lack of clarity regarding the various regulations and requirements that must be met. comply, because many actors are working simultaneously on certifications, laws and / or standards.

[0017] Bluetooth devices must comply with the Radio Equipment Directive (RED). The RED defines the technical and administrative requirements for radio equipment. It authorizes the CE marking which indicates that a product complies with the standards required for the European market. It is up to the manufacturer to demonstrate the conformity of the product, either by internal control or by a notified body which studies the internal control or examines the production system. RED certification represents a cost for manufacturers and cannot be carried out for products already on the market. Subject matter and summary of the invention

[0018] The invention aims to provide a solution for the maintenance of a critical machine such as a UPS with a fast, easy to use and secure connection to the device, and to prevent any remote access to the device until no assistance is requested.

[0019] In a first object of the invention, there is proposed a method for creating a temporary digital service channel between a remote service center and a critical machine which must not be powered down, the method comprising the following steps: - said remote service center creates a digital task linked to the opening of a digital service channel between a computer of said remote service center and said critical machine, and sends a message containing information of said task to a user of the critical machine, - the said remote service center performs the digital task and waits for the user to give it a one-time password, - said user opens a digital application from said message previously received on a mobile communication device, - said user plugs a wireless communication module into a port of the critical machine to be maintained, said wireless communication module generating a first wireless communication between the critical machine and the user's mobile communication device, said first wireless communication being a short-range wireless communication, - the user selects on the application the critical machine to be maintained, and said application generates a one-time password that the user gives to the remote service center via an auxiliary communication line, - the said remote service center enters the one-time password into its computer, - a temporary digital service channel is created, said temporary digital service channel comprising said computer of said remote service center, a cloud digital (or digital cloud), said mobile device and said wireless communication module, said mobile device being configured to enable a second wireless communication over a long-range data network to communicate with a digital cloud.

[0020] This method allows a digital channel to be formed so that a technical expert is able to maintain a critical machine from a remote access, using a fast and easy to use connection protocol, with a secure connection system, and which prevents any connection to the critical machine outside of a particular time when assistance is requested.

[0021] The digital channel is composed of four different segments, a first between the critical machine and the wireless communication module, a second between the wireless communication module and the mobile communication device, a third between the mobile communication device and the digital cloud, and a fourth between the digital cloud and the technical expert's computing device, this digital channel operating in both directions between the critical machine and the technical expert's computing device.

[0022] The wireless communication module which can be plugged and unplugged from the critical machine by the user allows to form the temporary digital service channel only when and as long as the module is connected to the critical machine by its port. And the digital channel is opened only when a digital task has been created and a one-time password has been entered. The digital channel is closed as soon as the assistance has been carried out by the technical expert, and is physically cut off as soon as the wireless communication module has been disconnected from the critical machine.

[0023] Using a wireless communication module that can be plugged and unplugged from the critical machine also provides the advantage of not affecting the critical machine with respect to any modifications to ensure cybersecurity.

[0024] Using a mobile communication device to establish a digital service channel avoids interaction of the critical machine with the local network, thereby improving the security of the critical machine network.

[0025] Preferably, the wireless communication module is a USB (Universal Serial Bus) dongle with a short-range communication system for establishing short-range wireless communication with said mobile communication device.

[0026] The mobile communication device may include a communication application configured to create a secure wireless communication channel between the mobile communication device and the digital cloud.

[0027] Short-range wireless communication preferably uses a protocol Bluetooth® to ensure physical proximity of the user to the critical machine, i.e. a distance of approximately 10 meters maximum.

[0028] Advantageously, the temporary digital service channel can only be opened at a scheduled time defined in the task creation step, and the temporary digital service channel is closed at any time, after being opened, by the remote service center or by the user.

[0029] Preferably, the temporary digital service channel is only opened at a scheduled time defined in the task creation step, and the temporary digital service channel is closed at any time, after being opened, by the remote service center or by the user and accepted by the user on the mobile communication device.

[0030] Advantageously, the temporary digital service channel may be open for a first predetermined duration since the creation of the temporary digital service channel, the channel being kept open after said first predetermined duration for an additional predetermined duration if a request for additional time is made by the technical expert from his computing device and it is accepted by the user on the mobile communication device.

[0031] Advantageously, the remote service center may further comprise a human technical expert who controls the remote service center computer and enters the one-time password into the computer after receiving it from the user via a telephone call conversation or text message. Brief description of the drawings

[0032] The invention will be better understood on reading the following, by way of examples and in a non-limiting manner, with reference to the attached drawings in which: ❖ [Fig.l] schematically illustrates an architectural diagram of a temporary digital service channel set up by the method according to the invention. ❖ [Fig.2] schematically illustrates a method for creating a temporary digital service channel between a remote technical expert and a critical machine that must not be powered down according to one embodiment of the invention. Detailed description of the embodiments

[0033] The term "comprising" as used in the claims is not to be interpreted as being limited to the means listed below; it does not exclude other elements or steps. Thus, the scope of the expression "a device comprising means A and B" is not to be limited to devices consisting only of components A and B. This means that, as far as the present invention is concerned, the only relevant components of the device are A and B.

[0034] Further, the terms first, second, third and the like in the description and in the claims are used to distinguish like elements and not necessarily to describe a sequential or chronological order. It is understood that the terms so used are interchangeable in appropriate circumstances and that the embodiments of the invention described herein are capable of operation in sequences other than those described or illustrated herein.

[0035] In [Fig. 1] is schematically illustrated an architectural diagram of a temporary digital service channel set up by the method according to the invention.

[0036] As illustrated in [Fig.l], the architectural diagram includes an uninterruptible power supply (UPS) system 1 that is to be maintained without being powered down. The architectural diagram also includes a user 2 having a mobile communication device 3, a digital cloud 4, and a remote service center 56.

[0037] In [Fig.2] a method for creating a service channel is schematically illustrated. temporary digital between a remote service center 56 and a critical machine, here a UPS 1, which must not be powered down according to one embodiment of the invention.

[0038] In the embodiment illustrated in Figures 1 and 2, the remote service center 56 comprises a human technical expert 5 and a computer 6 controlled by the technical expert 5.

[0039] In another embodiment, the remote service center 56 may include a computer and an artificial intelligence or software agent replacing the human technical expert.

[0040] The method firstly comprises a first step 200 in which the technical expert 5 creates a digital task linked to the opening of a digital service channel between his computer 6 and the UPS 1 to be maintained, then sends a message relating to the task to the user 2 of the UPS 1 via a first communication channel 8 passing through the digital cloud 4.

[0041] The method comprises a second step 210 in which the technical expert 5 executes the digital task and waits for the user 2 to give him a one-time password.

[0042] In a third step 220 of the method, the user 2 opens a digital application on his mobile communication device 3. He opens this application from the message sent by the technical expert in the first step 200.

[0043] In a fourth step 230 of the method, the user 2 plugs a wireless communication module 7 into a port of the UPS 1 to be maintained. The wireless communication module 7 is a Bluetooth USB electronic key. It generates a short-range wireless communication 10 between the UPS 1 and the mobile communication device of the user 3.

[0044] In a fifth step 240 of the method, the user 2 selects, on the application which is operated by his mobile communication device 3, the UPS 1 to be maintained. Once the selection has been made, the application generates a one-time password which the user gives to the technical expert 5 during a telephone call conversation 11.

[0045] In a sixth step 250 of the method, the technical expert 5 types the one-time password on his computer 6, which creates, in a seventh step 260 of the method, a temporary digital service channel 9 through the digital cloud 4.

[0046] The temporary digital service channel 9 comprises the technical expert's computer 6, the digital cloud 4, the user's mobile communication device 3 and the Bluetooth USB dongle 7. The mobile communication device 3 is configured to enable short-range wireless communication 10 with the Bluetooth USB dongle 7, and a second long-range wireless communication with the digital cloud 4.

[0047] The method according to the invention provides a solution for the maintenance of a critical machine such as a UPS with a connection to the device that is fast, easy to use and secure, and prevents any remote access to the device until assistance is requested.

Claims

Claims

1. A method for creating a temporary digital service channel (9) between a remote service center (56) and a critical machine (1) which is not to be powered down, the method comprising the following steps: - said remote service center (56) creates (200) a digital task related to the opening of a digital service channel between a computer (6) of said remote service center (56) and said critical machine (1), and sends a message containing information of said task to a user (2) of the critical machine (1), - said remote service center (56) executes (210) the digital task and waits for the user (2) to give it a one-time password, - said user opens (220) a digital application from said previously received message on a mobile communication device (3), - said user plugs (230) a wireless communication module (7) into a port of the critical machine (1) to be serviced,said wireless communication module (7) generating a first wireless communication (10) between the critical machine (1) and the user's mobile communication device (3), said first wireless communication (10) being a short-range wireless communication, - the user selects (240) on the application the critical machine (1) to be serviced, and said application generates a one-time password that the user (2) gives to the remote service center (56) via an auxiliary communication line (11), - said remote service center (56) enters (250) the one-time password into its computer (6), - a temporary digital service channel (9) is created (260), said temporary digital service channel (9) comprising said computer (6) of said remote service center (56), a digital cloud (4), said mobile communication device (3) and said wireless communication module (7),said mobile communication device (3) being configured to enable a second wireless communication over a long-range data network to communicate with a digital cloud (4).,

2. The method of claim 1, wherein the wireless communication module is a USB dongle with a short-range communication system for establishing wireless communication to short range with said mobile communication device.

3. The method of any one of claims 1 or 2, wherein the mobile communication device comprises a communication application configured to create a secure wireless communication channel between the mobile communication device and the digital cloud.

4. A method according to any one of claims 1 to 3, wherein the temporary digital service channel is opened only at a scheduled time defined in the step (200) of creating the task, and the temporary digital service channel is closed at any time, after being opened, by the remote service center (56) or by the user (2) and accepted by the user on the mobile communication device.

5. A method according to any one of claims 1 to 4, wherein the temporary digital service channel is open for a first predetermined duration since creation (260) of the temporary digital service channel, the channel being kept open after said first predetermined duration for an additional predetermined duration if a request for additional time is made by a technical expert from a computing device and is accepted by the user on the mobile communication device.

6. The method of any one of claims 1 to 4, wherein the remote service center (56) further comprises a human technical expert (5) who controls the computer (6) of the remote service center (56) and enters the one-time password into the computer (6) after receiving it from the user (2) through a phone call conversation or a text message.

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