Remote visual assistance
Remote visual assistance is technical support provided through a live or recorded view of equipment while the supporting specialist is elsewhere.
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It helps a specialist understand a technical question without relying on a spoken description alone. Assistance supports the person dealing with the equipment; inspection assesses its condition. The activities can overlap, but responsibility for technical decisions and safe work should remain clear.
How it works in field service
For live assistance, the specialist and person at the asset are available together and can discuss what to show next. For guided recorded assistance, the team specifies evidence in advance and reviews it after submission. The choice depends on whether immediate interaction is needed and whether useful evidence can be collected safely without it.
A technician escalation should include the asset identity, visible symptoms, authorised readings, earlier checks and the question requiring support. Dealers, partners and customers may also submit appropriate evidence. The specialist records a next action, requests missing information or recommends attendance. Neither live nor recorded assistance replaces required physical checks, qualified judgement or an emergency response.
Explore remote visual assistance