Industrial Remote Assistance and Cybersecurity: Acty is developed by an ISO 27001-certified company
In OT architectures and high-tech OEM environments, initiating remote support sessions is not only a driver of operational efficiency, but can also introduce a potential attack vector and a compliance risk if managed through software that is not properly certified.
ISO 27001 and Data Governance: the solid foundation of a certified company
Unlike generic solutions adapted to industrial environments, the Acty platform is entirely designed and developed by Icona Srl, an Italian ISO 27001-certified company. This ensures that every remote support session takes place within a clearly defined, encrypted environment that fully meets European IT compliance requirements.
ISO 27001 compliance ensures the adoption of a rigorous Information Security Management System (ISMS), protecting the confidentiality, integrity, and availability of all transmitted audio, video, and document data.
Segregation of Geolocation Data and GDPR Compliance
It should also be considered that, in field maintenance operations, the geographical validation of interventions and the calculation of efficiency metrics must never conflict with regulations governing employee monitoring or the storage of biometric and persistent location data. Privacy management in accordance with GDPR requirements calls for a software architecture capable of processing essential analytical parameters without storing persistent data that could amount to continuous operator tracking.
Acty adopts a privacy-by-design approach to geolocation management, instantly calculating operational distances for reporting and sustainability purposes, and then immediately deleting exact location data from the system. This structure enables companies to track operational metrics and service records — as well as the sustainability indicators included in the ESG Dashboard — while ensuring maximum transparency for travelling personnel and third-party technicians, without retaining any historical record of individual GPS coordinates.
Traceability, Reporting, and Certification of Remote Support Sessions
In addition to securing data in transit through encryption, a structured B2B remote assistance system must ensure full administrative and technical traceability. Closing a service intervention without recording the context, the assigned operator, photographic reports, and technical notes undermines corporate governance efforts and prevents accurate reporting of service contracts.
Through mandatory field configuration and automated service report generation, Acty prevents incomplete tickets from being closed and provides a certified record of every interaction. Service managers can strictly define which information must be entered — such as machine ID, customer, and fault summary — ensuring that every session is converted into a detailed, archived PDF report. Traceability is further strengthened through integration with contract management and access control via unique PINs, making it possible to reliably identify the calling company and verify its active support entitlements.
Request a Personalized Demo to evaluate the Security Architecture
Since every industrial organization has different IT security policies, network infrastructures, and compliance requirements, Acty’s integration specifications are analyzed in detail during a personalized demo.
An Icona consultant will guide your IT team and Service managers through an examination of the software architecture, encryption protocols, and operational modes best suited for your plants and global support network.
Contact us to request a personalized demo of Acty.
