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Remote Guidance

Our brand new remote support solutions!


Make Everyone an Instant Expert

We now offer a practical service solution via remote support using enhanced Augmented Reality (AR). Troubleshooting activities on board can be performed by technically experienced crew members (or an in-field service technician) using AR glasses or simply the camera on a mobile device with remote guidance by highly qualified shore-based engineers. This eliminates the need for on-site visits by any specialists and a multitude of advantages for shipowners and operators, namely:
  • Enormous cost savings by reducing journeys and travel expenses
  • Less travel means a lower carbon footprint
  • Immediate help without long waiting times
  • Less downtime through remote troubleshooting
  • Global availability
Remote Collaboration Architecture

Augmented Reality

The Future of Troubleshooting is in Augmented Reality

Definition

Augmented Reality overlays computer-generated information, images and videos on the user’s smart phone, tablet or smart glasses in real time – called „See What I See“ (SWIS).

Requirements

A stable and reliable local data link is required to use the AR smart glasses. This can be provided via the 4G/LTE mobile network (see our Augmented Reality Starter Kit) or a local WLAN with Internet access that the smart glasses connect with.

Display Device

Laptop, smart phone, tablet or smart glasses (iOS and Android) – equipped with WiFi, Bluetooth, camera and microphone.

Communication Software

Via mobile-based application (App) or web-based Real-Time Communication (WebRTC).

Field of Use

  • Remote support
  • Field service
  • Remote inspection
  • Online training
  • Telemedicine

Moreover, remote assistance AR smart glasses will simplify service and maintenance operations:

  • in Covid-19 areas
  • in remote, dangerous conflict zones
  • in countries where time consuming entry visa and vaccination requirements are needed prior to entry

Connectivity Tools

What you Need to Use the System

Head Mounted Tablet

RealWear® HMT-1 is a Head Mounted Tablet (HMT) that is more practical than AR smart glasses. It’s ideal for harsh and rugged environments, truly 100% hands-free and fully voice controlled.

HMT-1 is faster, safer and smarter than a tablet or smart glasses, allowing the user to maintain full situational awareness and maximum productivity.

Image: © RealWear

Key Features

  • 100% Hands-free
  • Accepts voice commands
  • Compatible with safety equipment
  • IP66 protection level
  • 2m drop and dust proof
  • Battery life up to 8 hours
  • Noise cancellation
  • Outdoor display
  • ATEX explosion-proof version available

Hazardous Areas Head Mounted Tablet HMT-1Z1

The RealWear® HMT-1Z1 is the world's first intrinsically safe ATEX Zone 1 and CSA C1/D1 certified fully rugged head-mounted device. Works well in wet, dusty, hot, dangerous environments – such as on oil tankers. It optionally snaps into safety helmets and can be used with safety glasses or corrective eyewear.
Image: © RealWear

Video Assistance App

With the optionally available third-party application (app) it is possible to connect to the camera image of a mobile device or smart glasses and get the image transmitted to a computer in real-time whilst being able to talk to each other via end-to-end encrypted VoIP and interacting with 3D annotations to help the user on the mobile device to fix issues in the real world by drawing and highlighting on the screen onto real-world objects. The app is available for iOS and Android devices.

Key Functionalities

  • Remote camera sharing and real-time video streaming
  • Arrow and freehand drawing annotations
  • Freeze Image
  • Mobile to mobile
  • Highest security standards
In addition, we provide web-based video conferencing for team meetings and trainings directly via the Internet, ad hoc and without additional plug-ins or programs.

Mobile Broadband System

We provide a reliable, secure and independent Internet connection using OEM partners' "shipznet" 4G/LTE mobile broadband (ship-to-shore communication) consisting of a small radome antenna and a modem/router. The system works up to 32 nautical miles (60 km) offshore, allows speeds up to 300 Mbit/sec and has up to 6 SIM slot (supporting eSIM), that can be used with your own SIM cards.

The antenna can be installed permanently or temporarily.

Main Features

  • Ready to use in a few minutes
  • Up to 32nm worldwide
  • Data rates up to 300 Mbit/s
  • Embedded eSIM
  • Wireless access points
  • Configurable remotely

Our Solutions

AR Starter Kit

The Augmented Reality Starter Kit (one-time purchase) is an integrated, bundled, augmented reality-in-a-box solution that comes preconfigured, assembled, and set up – ready to use. It is supplied in a sturdy and flight-ready hand-held travelling case for immediate use. Roaming or flexible prepaid packages at comparable prices on request.

Scope of Delivery

  • 1× Head Mounted Tablet RealWear® HMT-1
         - Includes video assistance app
  • 1× 4G/LTE Mobile Broadband System includes:
         - 1× Above deck radome antenna
         - 1× Mast/rail mounting kit
         - 1× Set of network and coaxial cables
         - 1× Router incl. power supply
         - 2× Access points (power line adapter)
         - Excluding data volume and SIM card
  • 1× Flight-ready hand-held Travelling Case
  • 1× Installation Guide
  • 1× Free 1st Level Support (own products)

Note

All the items in this kit are also available separately.

Download Flyer


Support Packages

Our Ways of Supporting You

maresystems offers shipping companies various support packages, which include providing a free of charge central point of contact (the so-called “Service Desk”) during local business hours or 24/7 if needed by video call, phone support and e-mail. The options depend on the level of support booked for all malfunction reports for our own products as well as an optional service for third-party systems.

Tailored to your needs - the support packages:

1st Level Support

  • Single Point of Contact (called “Service Desk“)
  • Phone and ticket support
  • Recording and classification of all incoming enquiries
  • Help the customer to find a solution for their issue by using FAQ or Wiki
  • Escalation to chargeable level 2 or 3
  • Pricing: free of charge

2nd Level Support (as option)

  • Remote Support Service
  • Team of technical experts
  • Escalation from level 1
  • Advanced troubleshooting
  • Simulation in factory
  • Remote guidance using Augmented Reality (AR)
  • Pricing: pay-per-use or flat-rate basis (see below plans)

3rd Level Support (as option)

  • On-site Support Service
  • On-site field service engineers
  • Escalation from level 2 or on request
    such as upgrade, modernization, retrofitting, commissioning
  • Any travel expenses are invoiced separately
  • Pricing: hourly rate basis, 3 hour minimum
 

Add-Ons

Is your package missing something?
We also offer these services in addition:

  • Service Level Agreement (SLA)
  • Third-party systems support
  • 24/7 emergency support
  • 4G/LTE mobile data packages
  • Video training and instructions

Support Plans

Choose the plan that’s right for you.

Pay-Per-Use Support:

  • Pay-per-incident (PPI)
  • No contract commitment, available as needed
  • Response time within 24 hours during business hours
  • Hourly rate base, minimum 1 hour charge
  • 15 minute increments (rounded up) after the first hour
  • Add-on: Prepaid rates with discounted packages

Flat-Rate Support:

  • Subscription
  • Contractually agreed support and response times
  • Flexible commitment and payment terms
  • Monthly service fee
  • Discounted services

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