منتج سيك 24/7 help desk with remote support for systems

المواصفات الفنية

المواصفات الكاملة لـ 24/7 help desk with remote support for systems

Response time

Best possible call return time or according to agreed specification.

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 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)

Fee

Annual fee

Preliminary work

Data connection has been verifiedRemote platform has been set upRequired application software has been installed

Note

Restoration of factory settings. Does not include configuration of application-specific parameters., Additional work will be invoiced separately

Availability

Mon-Sun, 24-hour service, Deviations may arise due to local, cultural or other regulatory requirements (e.g. public holidays).

Duration

Maximum duration per session: 2 hours

Brief description

Expert telephone support. 24/7 support includes assistance with technical issues and analysis of faults affecting systems over the phone and remote access.

Product segment

Technical support

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.

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