Web-Based Press Servicing Now Certified

Heidelberg's web-based Remote Service platform has received a 'trusted site' certificate from TÜV Informationstechnik (TÜViT).

Heidelberg's web-based Remote Service platform has received a 'trusted site' certificate from TÜV Informationstechnik (TÜViT).

TÜViT is an independent, objective and experienced technical inspection service provider, specialising in the field of information technology based in Essen (Germany).

The 'trusted site security' certificate has been awarded to the company's Remote Service portfolio developed under the project name 'Heires' (Heidelberg Remote Service) for its use of secure technologies and processes, particularly when transferring data over the internet.

With the service, users can rely on the fact that no unauthorised third party is able to access their data and all systems that communicate with the Heires platform have been security tested said Heidelberg.

The aim of the certification is to increase confidence in secure data transfer over the internet The use of the internet as a carrier medium for Heidelberg Remote Service, with all the advantages it brings, nonetheless raises increasing concerns from users about IT security and data protection.

Heidelberg, therefore, commissioned TÜViT to carry out a security audit alongside projects in 2003.

"We wanted to show that we take security very seriously at all stages of the project and to have this certified by a recognised, independent institution," explained Tom Oelsner, Heidelberg's project manager for remote service, when describing the company's motivation for involving an external security service provider at an early stage.

Heidelberg said it is the first mechanical engineer in a group of companies including Deutsche Post eBusiness and Deutsche Bank that has commissioned TÜViT to provide security certification for its IT solutions.

During the test, all the systems in the Remote Service that communicate with each other, from the press to the Heidelberg service centre and the service engineer's standardised workstation, were included and assessed.

"Heidelberg's web-based Remote Service provides the means to communicate with customers fast, efficiently, cost-effectively and, as certified by TÜViT, securely.

It considerably reduces service costs for users, increases press availability overall and meets the security needs of Heidelberg and its customers in every respect," said Dr Jurgen Rautert, member of the Heidelberg management board, responsible for manufacturing and engineering, on being presented with the certificate from TÜViT.

According to Dr Christoph Sutter, the deputy manager of TÜViT: "The testing of web-based applications by an independent third party ensures secure decision-making processes for providers and their customers, creates trust and helps prove that all the necessary security measures have been taken." Users can link their production systems via the internet to their local Heidelberg service representatives.

Representatives can make a diagnosis online and, in many cases, can correct the fault or solve the problem remotely.

The user can also be provided with online guidance and assistance.

That means that potential problems can be eliminated before they even appear.

For the past year, Remote Service has been included as standard with Heidelberg's Prinect workflow and Heidelberg CTP systems.

That made it possible to increase the 'first time fix rate' (the number of problems solved the first time the customer contacts Heidelberg) from 55 per cent to 90 per cent said the company.

Integration of Remote Service in the press and post-press sectors as standard solution, now certified, is planned for spring 2005.

Moreover, where problems are complex, the Global Expert Network is available to all Heidelberg service engineers round-the-clock based on the 'follow-the-sun-concept' to provide additional support.

The Remote Service enables the local Heidelberg service engineer to work in tandem with the worldwide network of experts when performing servicing work claimed the company.

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