SIMATIC IT Support Technology
SIMATIC IT Support offers a wide range of different technologies you can select and combine together to create the best solution for each site you need to support.
Submitting a support agreement, you can define one or more support entitlements for your plants or facilities to optimize support investments.
According to the selected support contract, SIMATIC IT Support Technology may provide direct support through
TSS human component
The first step in the SIMATIC IT support trail does not correspond to the usual concept of a Call Center, where operators reply to e-mails or answer phone calls by simply consulting a known-problems database. Siemens created a special branch of its MES competence center in Genoa (Italy). A specialized team of engineers closely collaborate with Research and Development, System Test and On-site Consultancy departments.
In this way, MES customers and partners benefit from practically direct contact with the people who design, test and apply the product, who also have a team of experts in supply-chain integration at their disposal.
All support requests are tracked through a CRM system shared by R&D, System Testers and Project Consultants and a constantly-updated knowledge base is automatically constructed.
TSS then becomes not merely an interface between the user and the vendor but a real solution-providing team, your 24 hours a day, 7 days a week, 365 days a year just-in-time collaborator.
TSS Remote support: Highest level and Cost effective support
To achieve excellence in customer support, Siemens exploits the most up-to-date technologies in order to provide prompt support, at the minimum cost with the most suitable technicians. SIMATIC IT Support Technology uses an extremely powerful tool: remote connection.
The same team of experts, working on shadow plants or customer scenarios, is directly connected to your architecture to analyze the event "as-it-is" in real-time, retrieving logs and directly verifying system behavior, selecting, from a wide range of experts, the ideal professional figure who has the specific experience required to quickly take control of the situation.
This extension is obtained via secure remote access and with minimal intrusion on customer operations; the connection takes place only upon customer request, and gives TSS control of the plant machines, always strictly under customer supervision, and for the period of time agreed between TSS and the customer.
Siemens considers this new technology so powerful and effective for SIMATIC IT support that, if the issue cannot be solved through the remote diagnosis, and one or more engineers must come to your production site, no fee will be charged (except for travel and lodging expenses), for the whole transfer period.
Siemens fully guarantees the highest possible level of protection for all of the data it encounters. No cross connections are possible. No customer data can ever be accessed, in any way, by any unauthorized persons.
Keep your MES updated with Software Update Service!
In this ideal situation, new features and new improvements are constantly released by vendors to make systems work better and more reliably.
SIMATIC IT users and partners can keep their installations updated through the Software Update Service (SUS).
New versions and service packs are automatically shipped when released, one copy of the installation is provided for each Server covered by the contract.
Knowledge sharing, generated by the activities described above, often generates articles, drafts, white papers, guidelines, suggestions, scripts and parts of software that extremely useful for the whole SIMATIC IT user community. This information is reviewed by a special team, which makes the data easy to understand and removes customer specific references. It is then published in the "Knowledge Base" area of the TSS Web Site.
The TSS Web Site can be considered as a technological extension to the outside world, of the services provided by TSS: basic FAQs, technical documentation, online helps and the knowledge base, including examples, suggestions and software samples, are always accessible through the web.
Additionally, to make updating a faster process, single Hot Fixes, released by TSS to fix specific issues encountered during the life of each version, are sometimes collected in a unique installation, tested and released on the TSS Web Site for SIMATIC IT users, in order to keep their systems updated even before service packs or new versions are released.
Due to the possibility of downloading part of the software to be installed on your applications, security is one of the major issues considered for the TSS Web Site, which is based on https technology. Personal users and passwords are generated by a specific security algorithm, and access is strictly reserved to identified partners and end-users.