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Sick 24/7 help desk with remote support for systems
Technical support | Troubleshooting | 24/7 help desk with remote support for systems | Product area: System solutions | Duration: Maximum duration per session: 2 hours | Availability: Mon-Sun, 24-hour…
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5-6 Days
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DHL courier will deliver to the specified address
2-3 Days
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Warranty 1 year
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Free 30-Day returns
Description
Technical support | Troubleshooting | 24/7 help desk with remote support for systems | Product area: System solutions | Duration: Maximum duration per session: 2 hours | Availability: Mon-Sun, 24-hour serviceDeviations may arise due to local, cultural or other regulatory requirements (e.g. public holidays). | Response time: Best possible call return time or according to agreed specification.
Specification
Features
| Product area | System solutions |
|---|---|
| Prerequisites | Systems accepted by customer (site acceptance test (SAT))The helpdesk is contacted by a trained technician of the customerTechnical communication systems are availableA recommended spare part package is available to the customer on siteInternet connection available on-siteSystem/network structure known (e.g., IPÂ 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- EmployeeConfiguration requirements (one of these must be met): - Customer system(s) are registeredIn 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) |
| Duration | Maximum duration per session: 2Â hours |
| Note | Restoration of factory settings. Does not include configuration of application-specific parameters.Additional work will be invoiced separately |
| 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. |
| 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. |
| Preliminary work | Data connection has been verifiedRemote platform has been set upRequired application software has been installed |
| Fee | Annual fee |
| Availability | Mon-Sun, 24-hour serviceDeviations may arise due to local, cultural or other regulatory requirements (e.g. public holidays). |
| Response time | Best possible call return time or according to agreed specification. |
Classifications
| ECLASS 5.0 | 25260306 |
|---|---|
| ECLASS 6.0 | 25260306 |
| ECLASS 6.2 | 25260306 |
| ECLASS 7.0 | 25260306 |
| ECLASS 8.0 | 25260306 |
| ECLASS 8.1 | 25260306 |
| ECLASS 9.0 | 25260306 |
| ECLASS 10.0 | 25260306 |
| ECLASS 11.0 | 25260306 |
| ECLASS 12.0 | 25260306 |
| ETIM 5.0 | --- |
| ETIM 6.0 | EC003015 |
| ETIM 7.0 | EC003015 |
| ETIM 8.0 | EC003015 |
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