CAT® REMOTE SERVICES

SOFTWARE UPDATE PROCESS FOR SELECT PRODUCT LINK™ TELEMATICS AND CAT® EQUIPMENT CONTROL MODULE (ECM) SOFTWARE

As your business partners, Caterpillar and your Cat® dealer are dedicated to providing you with excellent technology offerings and premium service. This document describes our practices for managing Remote Software Updates for Product Link™ Telematics and Cat ECM Software. 

Remote Software Updates provide value to Caterpillar customers by: 

• Decreasing the need for travel to physically access the equipment 
• Lowering the cost of support services needed by customers from their Cat dealers 
• Increasing uptime by more quickly addressing issues 
• Providing better, more reliable data for more efficient support preparation, software and asset performance improvements, and more. 

Depending on your product, configuration and service choices, Cat Remote Service can provide the following suite of capabilities to remotely service your Cat equipment: 

Targeted Remote Service

• Remote Flash Software Updates: Provides equipment ECM & telematics device software updates without a site visit. 
  
  
• Remote Troubleshoot – Read (Diagnostics): Establish a remote connection to equipment and perform certain Caterpillar Electronic Technician (Cat ET) tasks from afar. Provides ability to view equipment data in near real time to determine if there is an issue and provides the information necessary to send appropriate technician, parts, and tools. A remote Product Status Report (PSR) can be pulled with this function. 
  
  
• Remote Troubleshoot – Write (Configuration Changes): Allows user to perform tests and change parameters to ECMs and/or telematics devices, clear codes, or turn on/off software enabled features potentially eliminating an on-site visit. 

Other Update Mechanisms for Telematics – Caterpillar updates certain non-controlling ECM devices throughout the year to improve data quality, prevent outdated software, enable new features, push customer requested configurations, so you get the most out of your connectivity solution.

How Can I Receive Software Updates or Remote Troubleshoot Support? 

We respect your choices to manage Remote Service. 

As a basic principle, Caterpillar uses its good faith efforts to provide you with notices of update as soon as reasonably possible. Notice may be provided through a variety of means as appropriate for the update including through email, your dealer or a mobile or web-based application. Naturally, our ability to provide notice to you is dependent on receiving your most current contact information. 

The communication process for updates typically depends on the type of software installation being performed, as described below: 

Non-Control (Telematics) System Updates: Caterpillar/Dealer will use its good faith efforts to provide you with advanced notice and give you the option to elect not to enable that update if for any reason you do not wish to receive it. Such routine updates include bug fixes and minor updates, feature enhancements and performance improvements. Caterpillar also updates certain non-controlling ECM devices throughout the year to improve data quality, prevent outdated software, enable new features, push customer requested configurations, so you get the most out of your connectivity solution. For changes that would cause the customer to incur additional costs or introduce the collection of personal information through telematics, Caterpillar/Dealer will gather customer consent ahead. Should an update be deemed reasonably necessary to improve the security or safe operation of the machine or a system, we may provide notice to you after the update has been completed. 

Control System Updates: When the impact of a software update includes a Control System ECM, the update will only be installed after you or your service technician (which may be a dealer technician or Caterpillar support personnel) first activates that update using an approved mobile or web-based application or other means designed to ensure that you consent to the update and validate the product is in a safe state to process it. Telematics may be updated in conjunction with the equipment ECM(s). Just-in-time customer consent is collected prior to each Dealer/Caterpillar Remote Service. A major update may include any of the below circumstances:

• Installing new software or software update onto a control ECM (Engine, Transmission, etc.) 

If you desire to ensure remote software installation of controlling ECMs is never a possibility, opt in for Remote Service within the Digital Authorization Form and work with your dealer to set up a by serial number exclusion list.  

Troubleshoot/Diagnostics: Troubleshooting sessions are initiated to support customer issues in the field. We may collect and log data to support diagnosis and resolution of your issue. Just-in-time customer consent is collected prior to each Dealer/Caterpillar Remote Service. Examples include but are not limited to:

• Enabling a feature or Software Enabled Attachment 
• Remotely changing a configuration parameter of a control ECM 
• Datalogger 

Caterpillar Connected Product Data Principles and Data Governance Statement

Many of our digital technologies and services, including Cat Remote Service, rely on product connectivity and the data and over-the-air access that are enabled because of connectivity. Additional information on our practices for collecting and managing connected product data is available in the Caterpillar Global Data Privacy Statement, any Privacy Notices applicable to your digital offering subscriptions, and the Caterpillar Data Governance Statement. Access these documents to learn more about what information we collect, how we collect and use it, and other practices, including their relationships to Remote Service. 

Cat Financial 

If you have an agreement with Cat Financial, please consult it to see if you have obligations that relate to the topic of this process document and could influence your choices. 

Local Services 

This policy does not apply to instances when customer or a dealer technician requests an update from Caterpillar or uses local service tools such as Cat ET in the routine maintenance and service of the equipment. 

How Do I Learn More?

Contact us by emailing CatDigitalSupport@cat.com or talk to your Cat dealer to learn more about Remote Service, including its benefits, how it works, and if updates are available for your Product Link Telematics and Cat ECM Software.