SICK AG 24/7-HELP-DESK-WITH-REMOTE-SUPPORT-FOR-SYSTEMS
Technical support 24/7 help desk with remote support for systems
Технические характеристики
| Features (Product area) | System solutions |
|---|---|
| Features (Prerequisites) | Systems accepted by customer (site acceptance test (SAT)) The helpdesk is contacted by a trained technician of the customer Technical communication systems are available A recommended spare part package is available to the customer on site Internet connection available on-site System/network structure known (e.g., IP addresses and ports enabled for the components to be integrated) Hardware requirements (one of these must be met): - Browser-compatible operating system - Application processing unit (APU) - Industrial computer - Meeting Point Router (MPR) - SICK AppSpace compatible gateway (SIM10xx, TDC-E*) - Exclusive server (jump server)*After consultation with SICK - Employee Configuration requirements (one of these must be met): - Customer system(s) are registered In the remote infrastructure - Customer-specific jump server has been set up - For ad-hoc remote: customer-supplied computer with client - FastViewer application (can be downloaded from the SICK website) - For ad-hoc remote: customer-supplied computer with TeamViewer* client application (see TeamViewer website) |
| Features (Duration) | Maximum duration per session: 2 hours |
| Features (Note) | Restoration of factory settings. Does not include configuration of application-specific parameters. Additional work will be invoiced separately |
| Features (Short description) | Expert telephone support. 24/7 support includes assistance with technical issues and analysis of faults affecting systems over the phone and remote access. |
| Features (Procedure) | 1. SICK Service will contact you within the agreed times. 2. During the support session, the service technician will connect to your system and check its status and function as far as possible. Further actions will be suggested, if necessary. 3. Support session can be conducted based on pre-defined times, and with or also without the system operator. |
| Features (Preliminary work) | Data connection has been verified Remote platform has been set up Required application software has been installed |
| Features (Fee) | Annual fee |
| Features (Availability) | Mon-Sun, 24-hour service Deviations may arise due to local, cultural or other regulatory requirements (e.g. public holidays). |
| Время отклика | Best possible call return time or according to agreed specification. |
| Classifications (ECLASS 5.1.4) | 25260306 |
| Classifications (ECLASS 6.0) | 25260306 |
| Classifications (ECLASS 7.0) | 25260306 |
| Classifications (ECLASS 8.0) | 25260306 |
| Classifications (ECLASS 9.0) | 25260306 |
| Classifications (ECLASS 10.0) | 25260306 |
| Classifications (ECLASS 11.0) | 25260306 |
| Classifications (ECLASS 12.0) | 25260306 |
| Classifications (ECLASS 13.0) | 25260306 |
| Classifications (ECLASS 14.0) | 25260306 |
| Classifications (ECLASS 15.0) | 25260306 |
| Classifications (ETIM 6.0) | EC003015 |
| Classifications (ETIM 7.0) | EC003015 |
| Classifications (ETIM 8.0) | EC003015 |
| Classifications (ETIM 9.0) | EC003015 |
| Classifications (ETIM 10.0) | EC003015 |
| Classifications (UNSPSC 091201.0) | 81141800 |
| Classifications (UNSPSC 100501.0) | 81141800 |
| Classifications (UNSPSC 111201.0) | 81141800 |
| Classifications (UNSPSC 120901.0) | 81141800 |
| Classifications (UNSPSC 131201.0) | 81141800 |
| Classifications (UNSPSC 140801.0) | 81141800 |
| Classifications (UNSPSC 151101.0) | 81141800 |
| Classifications (UNSPSC 160901.0) | 81141800 |
| Classifications (UNSPSC 171001.0) | 81141800 |
| Classifications (UNSPSC 180801.0) | 81141800 |
| Classifications (UNSPSC 190501.0) | 81141800 |
| Classifications (UNSPSC 200601.0) | 81141800 |
| Classifications (UNSPSC 210901.0) | 81141800 |
| Classifications (UNSPSC 220601.0) | 81141800 |
| Classifications (UNSPSC 230701.0) | 81141800 |
| Classifications (UNSPSC 240301.0) | 81141800 |
| Classifications (UNSPSC 250901.0) | 81141800 |
| Classifications (UNSPSC 260801.0) | 81141800 |