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SIMATIC IT Technical Support Service (TSS)

TSS

The SIMATIC IT Technical Support Service (TSS) is part of the Professional Services included in the SIMATIC IT Maintenance Offering. TSS not only covers conventional product and project related consultation and “fix and repair” services, but also Hotline 24/7 “real-time” technical support, Technical Web Support, Remote Support.

TSS is a unique contact point for Customers and Partners, which maintains a professional relationship and ensures mutual understanding, while building a common technical language.

TSS provides fast and professional support, thanks to excellent, underlying information systems, which make it possible for those who have the required expertise to share activities and information.

Effective investigation of cause routing

  • Centralized pooling of information from the very first contact (sales, bid no-bid, etc.) up to plant commissioning

  • Direct and efficient interface with other SIMATIC IT departments

A platform for new product requirements, collecting Customer requests and transforming them into new Product or Library requirements

Who can use TSS?

Any registered web site user covered by a valid Software Maintenance Program is entitled to submit requests to TSS.

Details on the TSS Portfolio are available in the SIMATIC IT Maintenance Program. For costs, duration and other information we recommend you contact your SIMATIC IT retailer.

How to get support from TSS keeps trace of all Service Requests received from every Customer. In addition, TSS engineers share information and details on any project followed by a Customer (end-users or partners as well). For this reason it would be useful to keep TSS informed and up-to-date on the architecture, versions, and modules of any projects you are working on.Consequently when you contact TSS, it is sufficient to cite the specific project and the TSS engineer can immediately collect all relevant data without needing to ask for all the basic information, such as "version, network protocol, architecture... etc."

How is support provided?

TSS provides indirect and direct support.Indirect support, through the TSS Web Site and its contents. Direct support through the @Service Support Portal

Support Requests to SIMATIC IT Technical Service must be submitted via the @Service Support portal. Cases submitted by telephone will be accepted for critical issues only (i.e. problems causing considerable production or data loss). Requests made by phone will not appear in @Service. If you need to track information, you will have to record it yourself in @Service, when you have time.

@Service is a web-based application that enables the submission and status tracking of technical inquiries through a simple web interface. Through the @Service support portal you can:

  • submit Service Requests to Technical Support Service

  • update previously submitted Service Requests whenever necessary

  • attach related documents to Service Requests, either during or after submission

  • check on the progress being made by TSS engineers on your Service Requests

  • receive e-mail notifications when your request is updated

  • keep track of all activities regarding your Service Requests

  • share Service Requests with your colleagues

  • look up the history of previously submitted/closed Service Requests

Upon submission of a new Service Request, you interact with TSS through the creation of Updates that are linked to the Service Request.Whenever you confirm the creation of a new Update, TSS is notified by the @Service.

In the same way, whenever TSS updates the Service Request, @Service sends an e-mail to the e-mail address you recorded when you registered for technical support web services, which notifies you that an update has been made on your ticket. This e-mail contains a link which leads you directly to the Update.

For further information, see the complete @Service Online Help

Service Request Queuing

Through the @Service system, all incoming requests are automatically prioritized according to the conditions (time zones, reaction time, working hours) foreseen by the level of the support contract.

If you do not have a valid contract, SIEMENS allows you to submit a very limited issue. This issue is queued after the issues covered by a regular contract, and no guarantee for response time is given.

Support request priority

When you submit a new support request, covered by a valid support contract via @Service, you can specify a priority for that issue, which can be one of the following: critical, high, medium or low. If there are several requests with the same level, they are automatically queued according to the level and the time zone of the support contract.

1-Critical

Description: This priority is reserved exclusively for situations in which

  • the Customer’s production system is down

  • the Customer intends to start his production system for the first time in the immediate future and this issue will prevent the production system from operating

  • the issue is causing a consistent and proven data loss

For any 1-Critical Service Request the Customer must describe the reason for this priority level in the "Business Impact" field when opening the SR of @Service.

2-High

Description: Serious problems, which, however, do not stop production

3-Medium

Description: This request is handled within 2 working days

4-Low

Description: This request is handled within 5 working days

Note: If a priority class is not defined by the Customer, it is, by default, considered as “Low”.

Supported Products

SIEMENS MES TSS provides support on AS MES products according to the Product Lifecycle and Products and Version Status periodically reviewed and published on this site.

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.

The Web

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.

07/22/2010 | Author: Name