Regular maintenance of fire-alarm systems and timely response to malfunctions are part of every installer’s service promise. But maintaining, servicing and monitoring fire-safety equipment can prove time- and cost-intensive, especially across multiple locations. Now a fully cloud-based solution, Bosch Remote Services for Fire Alarm Systems, lets installers safeguard systems remotely for improved maintenance, faster response times and significant cost savings.
Every fire-security installer and systems integrator knows the scenario: an important customer requires urgent repair of their fire-alarm system, but the technician is stuck in traffic en route to the site. Hours of valuable worktime pass in gridlocked traffic. What’s more, by the time the technician arrives and inspects the system, they realise that the repair requires a crucial component left back at the office – a nightmare from a cost and efficiency perspective.
But what if fire-equipment specialists were able to detect malfunctions instantly and immediately identify the correct parts in need of replacement? Or better yet, what if they could maintain a real-time status overview of all critical system components, allowing them to pre-emptively schedule replacements and maintenance before failures occur? And what if they could offer this level of responsive service without leaving their office but remotely via PC, tablet or smartphone? In other words, via a cloud-based solution and without investing in any monitoring hardware?
These exact functions are at the heart of a new IP-based solution for remote diagnostics and remote maintenance of fire-alarm systems: Remote Services from Bosch. After a simple plug-and-play installation without necessary IT-support, installers can connect fire-alarm systems via a secure connection to the Bosch Remote Portal for a wide range of features. From around-the-clock diagnostics to intervention during failures, the cloud-based system reduces service costs while streamlining operations in an easy-to-integrate package.
Plug & play installation
Security installers and systems integrators can easily add Bosch Remote Services to new and existing fire-alarm systems by ordering the Secure Network Gateway. Out of the box, it comes pre-configured for easy setup of Bosch Remote Connect services within 30 minutes and is optimised for seamless integration into RPS (Remote Programming Software) and IP-networked fire-alarm systems. Once set-up is complete, all relevant LSN (Local Security Network) devices and Modular Fire Panel 5000 Series or Fire Panel 1200 Series modules are shown on the Bosch Remote Portal via a trusted internet connection.
Connected to Bosch servers, all devices in a fire-alarm system share real-time status data such as pollution values, temperature levels and working hours. These data points form the basis for scheduling pre-emptive service and replacements of equipment, for instance when a detector has exceeded the suggested limit of 80,000 working hours. What’s more, Remote Services provides downloads of automatically generated maintenance reports and online storage of service history.
In cases where technicians encounter complex problems during on-site visits, Remote Connect puts them in touch with experts at their office. These well-trained configuration experts can quickly modify necessary parameters and guide the local technicians as if they are themselves on site, using the Bosch configuration software; this is especially helpful with demanding applications, which require a lot of attention during the initial set-up. This not only helps companies optimise costs – due to a much more efficient allocation of expert staff – but also improves the top-line of business by providing better commissioning and faster reaction times.
Close to the customer via the cloud
Previously, this kind of 24/7-monitoring of fire systems was the sole domain of a handful of large-sized fire-equipment service providers. But with Bosch Remote Services, small-to-medium-sized businesses (SMEs) can now offer their customers predictive maintenance based on up-to-date system status data as well as around-the-clock updates of detectors and panels on the addressable bus, all without investing in monitoring hardware. System integrators can pre-emptively access the pollution state of each individual detector and come prepared for site visits with specific new detectors that require replacement.
Remote Maintenance also streamlines on-site visits for regular testing purposes. Whereas these walk tests previously required two technicians – one triggering the detectors with gas, the other monitoring responses on the panel display – the software comes pre-loaded with an integrated walk-test feature. Depending on local regulation, a single technician can start the walk test of the system with the click of a button and monitor test results in real time. All optical detectors in revision mode appear ready for the automated testing and flip to a ‘tested’ state after exposure to test gas for triggering. In the background, the Remote Portal also compiles an automatic test report for download.
The system also keeps professionals informed around the clock: system integrators receive automated remote alerts via email or SMS whenever a detector malfunctions. At the same time, integrators can choose whether these alerts are shared with customers to proactively inform them of the status of their installed systems. They can also take advantage of the system’s user management to define individual roles and configure all authorised recipients via the Bosch software. And to avoid overexposure to alerts for triggered events of the same type, they can also set a maximum limit of alerts. Meanwhile, all events will be stored in the Remote Portal alert history, whether an alarm was sent or not.
Benefits for installers and customers
Bosch helps to provide system integrators and their customers with immaculate remote support and enhanced performance while optimising their day-to-day operations. The cloud-based solution unlocks benefits on five levels:
1. High-speed remote troubleshooting and automated alerts increase service levels and customer satisfaction.
2. Integration experts can support technicians remotely while in the field, thereby reducing overall deployment costs and allowing installation companies to scale their business offering.
3. Technicians can leverage system status information to prepare for service visits optimally, with average efficiency gains of about 25 per cent.
4. Comprehensive user management provides the flexibility to define individual roles, access rights and responsibilities as needed.
5. Subscribing customers to notifications keeps them in the loop about the status of their installed systems.
In an easy-to-install package, Bosch Remote Services for fire-alarm systems combines all these benefits into a single secure solution that scales with the business. For installers and system integrators, it reduces response times and keeps on-site visits at a minimum. For owners, building operators and site managers it offers a new level of monitored fire safety while ensuring business continuity at all times.
For more information, go to www.boschsecurity.com
How it works: Bosch Remote Services
Installation is fast and easy: installers plug their internet connection and fire panel into the gateway. After registering on the Bosch Remote Portal, they can enter the assigned Remote ID into the fire panel to complete setup. In less than 30 minutes, they can continue configuring, servicing or troubleshooting their customer’s fire-safety equipment remotely to unlock benefits such as:
- Staying informed, being prepared and planning ahead.
- Improving market differentiation and customer satisfaction with services while increasing profitability.
- Using time and resources most efficiently when installing, commissioning, or servicing on site.
About the Author
Maximilian Weiss is Bosch Product Manager Fire Alarm Systems.
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