PRODUCT INFORMATION SICK Remote Service Product and System Support Secure remote monitoring for efficient service
Modular service contracts - flexible for every requirement An important part of LifeTime Services from SICK is the modular service concept, which allows every business to create its own individual service contract from different service modules. Performance, availability, and security We advise you and you decide which service you would like to use. With modular service contracts, we accommodate all your requirements. Put together your own customized service contract using a variety of standardized modules, as with the SICK Remote Service described below, and pay only for what you need. Assured productivity every time SICK offers round the clock, worldwide experienced and competent partners throughout the entire life cycle of a machine or system.* As the operator, you are then able to concentrate on increasing productivity, efficiency, and income. *No guarantee of worldwide distribution of SICK service elements, due to local restrictions on rights of use and service availability. Performance check maintenance inspection Extended warranty Training Helpline support with defined response times Modular service contracts Spare parts concept SICK Remote Service Commissioning Can be reached by phone outside of office hours On-site troubleshooting with defined response times 2 REMOTE SERVICE SICK 8015691/2013-02
SICK Remote Service Secure remote monitoring for efficient service Providing expert assistance and quick service are a priority during commissioning and operation. Fast, system-specific support provided by specialists is more important than ever. Complex systems and growing pressure on costs require optimizing maintenance and providing proactive service. High "First Time Fix Rate" reduces costs SICK Remote Service handles the high first time fix rate requirement with secure internet connections to enable expert support with just a click no travel and setup time needed. Get the benefits of SICK Remote Service at a variety of levels. Take advantage of targeted expert support speeding up the installation phase, and optimizing the operational phase saving time and travel expenses. We provide a modular "SICK Remote Service" contract model to support you and your requirements at all times. Highest level of security SICK Remote Service package is based on the web platform having the same name. Quick, high-availability communication via the internet is designed to the highest security specifications and poses minimal requirements on customer firewalls. The internet-supported remote maintenance connection to the SICK Remote Service center is always made via highly encrypted data channels and using HTTPS and SSH authentication standards. 8015691/2013-02 REMOTE SERVICE SICK 3
SICK Remote Service Secure remote monitoring for efficient service Core features The four components of secure remote maintenance Online status display Log book and connection reports Online documentation Easy connection with just one click 1 2 3 4 The online status display provides a transparent view of the current remote maintenance session. Customer has an overview at all times of the remote maintenance session being carried out. The connection reports are always available on the portal. The logbook entries show the status of the remote maintenance session, who requested and when the information was requested. Important documents, equipment files and firmware updates are available online. In case of emergency, all stored firmware versions can be retrieved for performing a recovery. The SICK Remote Service is all about easy connection. Remote maintenance is just a click away. Workflows integrated by SICK ensure a smooth process. SICK's Meeting Point Router (MPR) SICK's Meeting Point Router works like a modem. It acts as a connection switching point between your sensors and systems and ensures safe, feedback-free separation of the networks. You can activate and quit the remote maintenance with the touchscreen. Your benefits: Remote session activation with a click No mechanical devices like fans or hard disks Also ideal for small systems Physical network separation for highest level of security Can also be retrofitted into existing systems 4 REMOTE SERVICE SICK 8015691/2013-02
Service procedure SICK Remote Service Example of a service procedure with SICK Remote Service in six steps Customer Data center Remote Service Center 3 4 Integrator Customer system 5 2 6 1 5 1 2 3 4 5 6 An error message in the customer's device causes an alarm in the customer control room. Using SICK's MPR, remote maintenance can be requested in the SICK Remote Service center with a click. A secure connection is established between the customer's device and the SICK service team via SICK's data center. SICK Remote Service center employees analyze the error within a few minutes. Troubleshooting can be performed through online software configuration while simultaneously instructing customer personnel on-site. Successful troubleshooting: The customer can terminate the connection to SICK's MPR with a click. 8015691/2013-02 REMOTE SERVICE SICK 5
SICK Remote Service Packages Packages Package Core elements Customized additional services such as 24/7 Customer remote dial-up emergency recovery Pro Online documentation Customer access to web platform "Heartbeat". Prime Core Flat-rate support Remote connection SICK Remote Service Center Core Package Support for occasional requirements: The Core Package provides comprehensive basic service. SICK Remote Service Center employees will handle your request as quickly as possible the same day. Potential problems can be identified using remote diagnostics so that your system is quickly up and running again. The Core Package includes a flat rate to the SICK Remote Service Center within the core business hours.* Benefits On-site personnel can quickly make a decision and take action Unplanned costs are avoided Prime Package Process support for your operation:in addition to the service components in the Core Package, the Prime Package includes: online documentation ensures that system documents and files are arranged in a structured manner and accessible at all times. The Heartbeat function informs you about the status of remote system accessibility. The online documentation keeps technicians up-to-date in case of emergency The Heartbeat function ensures that the system is accessible at all times Pro Package Building on the features of the Core and Prime Packages, the Pro Package allows customization of contract components. In addition, remote dial-up is optionally available to customers and to integrators if required. Additional features for the Core and Prime Packages Customized contract design Customer remote dial-up * Core business hours according to availability of the local sales company. 6 REMOTE SERVICE SICK 8015691/2013-02
Package Features SICK Remote Service Package functions Contract component o Per-call invoicing Remote support Replacement part identification Remote session activation using a touchscreen* Web-based customer access Log book and connection reports Online documentation Online status display Checking connection using Heartbeat* Customer remote dial-up Integrator remote dial-up emergency recovery Customized additional services Support when commissioning * Only in connection with SICK's Meeting Point Router (MPR) as a gateway. Core Prime Pro Online training o o o o 8015691/2013-02 REMOTE SERVICE SICK 7
SICK Remote Service Product and system support Safe remote monitoring for efficient service Product description Providing expert assistance and quick service to customers is a priority during commissioning and operation. Fast, system-specific support provided by specialists is more important than ever. Complex systems and growing pressure on costs require optimizing maintenance and providing proactive service. SICK Remote Service meets these requirements. Secure internet connections to enable expert support with just a click: no travel and setup time needed. At a glance Secure, high-performance remote maintenance connection Remote diagnostics performed by experts Customer and integrator access to the SICK Remote Service platform System-specific documents available at online The customer gets the benefits of SICK Remote Service at a variety of levels, taking advantage of targeted expert support speeding up the installation phase, and optimizing the operational phase, saving time and travel expenses. And it's flexible: The modular SICK Remote Service contract model provides support matching customer needs at all times. Transparent, clear system representation and history Expert support for commissioning and operation Remote Service flat rate Setup service: installation, set-up, and orientation Your benefits Increased availability of your system Lower, predictable maintenance costs Expert assistance from commissioning to operation Reactive and proactive support improves reaction and solution times Quick assistance provided by experts Secure, high-performance communication platform Easy, flexible integration into existing IT infrastructure (LAN) 3G mobile option for location independence Additional information Fields of application...............9 Ordering information...............9 -- www.mysick.com/en/sick_remote_service For more information, just enter the link and get direct access to technical data, operating instructions, software, application examples, safety concepts, and much more. 8 REMOTE SERVICE SICK 8015691/2013-02
Product and system support SICK Remote Service Fields of application Commissioning support Operational support Preventive maintenance Fault diagnosis Firmware updates Remote configuration System documentation Ordering information Our regional sales organization will help you select the configuration. Commissioning Brief description Service description 1) Unit Commissioning of the SICK Remote Service with MPR as the starting point Checking of mounting Checking of communication with SICK remote server Configuration of the SICK sensors for connection to the MPR Briefing of operating personnel Per MPR Commissioning of the SICK Remote Service on a PC as the starting point Installation of the SICK Remote Service software on a PC Checking of communication with SICK remote server Configuration of the SICK sensors for connection to the software Briefing of operating personnel Per PC 2) 1) Commissioning is performed by the local SICK sales company. 2) PC running Windows XP, Vista, 7, 8 8015691/2013-02 REMOTE SERVICE SICK 9
SICK Remote Service Service packages and accessories Remote service packages Packages Brief description Functions Contract period Core Package Prime Package The comprehensive basic package The package for operational support Remote support Replacement part identification Remote session activation using a touchscreen 1) Web-based customer access Log book and connection reports Online documentation Online status display Heartbeat 1) 12 M 12 M Technology level 2) T1 T2 T3 T1 T2 T3 Unit Basic charge Per device Basic charge Per device Basic charge Per device Basic charge Per device Basic charge Per device Basic charge Per device Pro Package The customized package for preventive Customer remote dial-up Integrator remote dial-up 12 M T1-T3 Package price maintenance emergency recovery 1) Only with SICK's Meeting Point Router (MPR) 2) Depending on the complexity of the respective underlying devices, systems, and components. Accessories Meeting Point Router (MPR) Version Brief description Interfaces Enclosure rating Dimensions Weight Model name Part number MPR-LAN The security gateway for integrating SICK Remote Service into company networks (LAN) 2 x Ethernet IP54 300 mm x 400 mm x 210 mm (W x H x D) 15 kg MPR-11321X 1063584 MPR-3G The security gateway for SICK Remote Service location-independent operation with 3G modem and external antenna 3) 2 x Ethernet 1 x USB for 3G modem 1 x SMA antenna connection IP54 300 mm x 400 mm x 210 mm (W x H x D) 15.5 kg MPR-11111X 1063583 3) For 3G option: Customer must provide SIM card with data flat rate. 10 REMOTE SERVICE SICK 8015691/2013-02
www.mysick.com Your quick access to maximum efficiency Search online quickly and safely with the SICK Finders Product Applications Literature Service Connection diagram Accessories Spare part Software Product Finder: We can help you to quickly target the product that best matches your application. Applications Finder: Select the application description on the basis of the challenge posed, industrial sector, or product group. Literature Finder: Go directly to the operating instructions, technical information, and other literature on all aspects of SICK products. These and other Finders at www.mysick.com Efficiency with SICK e-commerce tools Clearly structured: You can find everything you need for your sensor planning under the menu items Products, Information, and My Account. Available 24 hours a day: Regardless of where you are in the world or what you would like to know everything is just a click away at www.mysick.com. Safe: Your data is password-protected and only visible to you. With the individual user management, you define who can see what data and who can execute what actions. Find out prices and availability Determine the price and possible delivery date of your desired product simply and quickly at any time. Order online You can go through the ordering process in just a few steps. Request or view a quote You can have a quote generated online here. Every quote is confirmed to you via e-mail. 8015691/2013-02 REMOTE SERVICE SICK 11
8015691/2013-02 AA Pre USmod int39 SICK at a glance Leading technologies With a staff of more than 5,800 and nearly 50 subsidiaries and representations worldwide, SICK is one of the leading and most successful manufacturers of sensor technology. The power of innovation and solution competency have made SICK the global market leader. No matter what the project and industry may be, talking with an expert from SICK will provide you with an ideal basis for your plans there is no need to settle for anything less than the best. Unique product range Non-contact detecting, counting, classifying, positioning and measuring of any type of object or media Accident and operator protection with sensors, safety software and services Automatic identification with bar code and RFID readers Laser measurement technology for detecting the volume, position and contour of people and objects Complete system solutions for analysis and flow measurement of gases and liquids Comprehensive services SICK LifeTime Services for safety and productivity Application centers in Europe, Asia and North America for the development of system solutions under realworld conditions E-Business Partner Portal www.mysick.com price and availability of products, requests for quotation and online orders Worldwide presence with subsidiaries in the following countries: Australia Belgium/Luxembourg Brasil Ceská Republika Canada China Danmark Deutschland España France Great Britain India Israel Italia Japan México Nederland Norge Österreich Polska România Russia Schweiz Singapore Slovenija South Africa South Korea Suomi Sverige Taiwan Türkiye United Arab Emirates USA Please find detailed addresses and additional representatives and agencies in all major industrial nations at www.sick.com SICK AG Waldkirch Germany www.sick.com