SICK SICK Remote Service Product and System Support Product information
- Type
- Product information
SICK Remote Service
Product and System Support
Secure remote monitoring for efcient service
PRODUCT INFORMATION
REMOTE SERVICE | SICK 8015691/2013-02
Subject to change without notice
2
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.
SICK offers round the clock, worldwide experienced and com-
petent partners throughout the entire life cycle of a machine or
system.* As the operator, you are then able to concentrate on
increasing productivity, efciency, and income.
Performance, availability, and security Assured productivity – every time
*No guarantee of worldwide distribution of SICK service elements, due to local
restrictions on rights of use and service availability.
An important part of LifeTime Services from SICK is the modular
service concept, which allows every business to create its own indi-
vidual service contract from different service modules.
Modular service contracts - exible for every
requirement
SICK
Remote Service
Modular service
contracts
Helpline support
with defined
response times
Extended warranty
Performance check
maintenance
inspection
Spare parts
concept
Commissioning
On-site
troubleshooting
with defined
response times
Can be reached
by phone outside
of office hours
Training
REMOTE SERVICE | SICK8015691/2013-02
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High "First Time Fix Rate" reduces costs
SICK Remote Service handles the high rst time x rate re-
quirement with secure internet connections to enable expert
support with just a click – no travel and setup time needed.
Get the benets 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 plat-
form having the same name. Quick, high-availability com-
munication via the internet is designed to the highest se-
curity specications and poses minimal requirements
on customer rewalls. 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.
SICK Remote Service
Secure remote monitoring for efcient service
Providing expert assistance and quick service are a priority during commissioning
and operation. Fast, system-specic support provided by specialists is more impor-
tant than ever. Complex systems and growing pressure on costs require optimizing
maintenance and providing proactive service.
REMOTE SERVICE | SICK 8015691/2013-02
Subject to change without notice
4
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 benets:
• 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 retrotted into existing systems
SICK Remote Service
Secure remote monitoring for efcient service
The four components of secure remote maintenance
The online status display
provides a transparent view
of the current remote main-
tenance 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 mainte-
nance session, who requested
and when the information was
requested.
The SICK Remote Service is
all about easy connection.
Remote maintenance is
just a click away. Workows
integrated by SICK ensure a
smooth process.
Important documents, equip-
ment les and rmware updates
are available online. In case of
emergency, all stored rm-
ware versions can be retrieved
for performing a recovery.
1 2 3 4
Online status display Log book and
connection reports
Easy connection with just
one click
Online documentation
Core features
REMOTE SERVICE | SICK8015691/2013-02
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SICK Remote Service
Service procedure
1
2
3
4
5
6
Example of a service procedure with SICK Remote Service in six steps
An error message
in the customer's
device causes
an alarm in the
customer control
room.
Using SICK's MPR,
remote mainte-
nance can be
requested in the
SICK Remote Ser-
vice center with a
click.
A secure connec-
tion is established
between the cus-
tomer's device and
the SICK service
team via SICK's
data center.
SICK Remote
Service center em-
ployees analyze
the error within a
few minutes.
Troubleshooting
can be performed
through on-
line software con-
guration while
simultaneously
instructing cus-
tomer personnel
on-site.
Successful
troubleshooting:
The customer can
terminate the con-
nection to SICK's
MPR with a click.
2 3 4 5
5
61
Customer
Data center
Remote Service
Center
Integrator
Customer system
REMOTE SERVICE | SICK 8015691/2013-02
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SICK Remote Service
Packages
Packages
Core Package
Benets
Prime Package
Pro Package
Support for occasional requirements: The Core Package provides compre-
hensive basic service. SICK Remote Service Center employees will handle
your request as quickly as possible the same day. Potential problems can be
identied using remote diagnostics so that your system is quickly up and run-
ning again. The Core Package includes a at rate to the SICK Remote Service
Center within the core business hours.*
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 les are arranged in a structured man-
ner and accessible at all times. The Heartbeat function informs you about the
status of remote system accessibility.
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.
On-site personnel can quickly make
a decision and take action
Unplanned costs are avoided
The online documentation keeps
technicians up-to-date in case of
emergency
The Heartbeat function ensures that
the system is accessible at all times
Additional features for the Core and
Prime Packages
Customized contract design
Customer remote dial-up
Package
Core elements
Pro
Customized additional services such
as 24/7
Customer remote dial-up
emergency recovery
Online documentation
Customer access to web platform
"Heartbeat".
Flat-rate support
Remote connection
SICK Remote Service Center
Prime
Core
* Core business hours according to availability of the local sales company.
REMOTE SERVICE | SICK8015691/2013-02
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SICK Remote Service
Package Features
Contract component o Per-call invoicing
Package functions
* Only in connection with SICK's Meeting Point Router (MPR) as a gateway.
Core Prime Pro
Remote support
Replacement part
identication
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
o
Online training
o o o
REMOTE SERVICE | SICK 8015691/2013-02
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Product description
Providing expert assistance and quick
service to customers is a priority during
commissioning and operation. Fast,
system-specic support provided by
specialists is more important than ever.
Complex systems and growing pressure
on costs require optimizing mainte-
nance and providing proactive service.
SICK Remote Service meets these
requirements. Secure internet connec-
tions to enable expert support with just
a click: no travel and setup time needed.
The customer gets the benets of SICK
Remote Service at a variety of levels, tak-
ing advantage of targeted expert support
speeding up the installation phase, and
optimizing the operational phase, saving
time and travel expenses. And it's ex-
ible: The modular SICK Remote Service
contract model provides support match-
ing customer needs at all times.
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-specic documents available
at online
• Transparent, clear system representa-
tion and history
• Expert support for commissioning and
operation
• Remote Service at rate
• Setup service: installation, set-up,
and orientation
Your benets
• Increased availability of your system
• Lower, predictable maintenance costs
• Expert assistance from commission-
ing to operation
• Reactive and proactive support im-
proves reaction and solution times
• Quick assistance provided by experts
• Secure, high-performance communi-
cation platform
• Easy, exible integration into existing
IT infrastructure (LAN)
• 3G mobile option for location inde-
pendence
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, applica-
tion examples, safety concepts, and much more.
SICK Remote Service
Product and system support
Safe remote monitoring for efcient service
REMOTE SERVICE | SICK8015691/2013-02
Subject to change without notice
9
Fields of application
• Commissioning support
• Operational support
• Preventive maintenance
• Fault diagnosis
• Firmware updates
• Remote conguration
• System documentation
Ordering information
Our regional sales organization will help you select the conguration.
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
Conguration of the SICK sensors for connection to the MPR
Brieng 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
Conguration of the SICK sensors for connection to the software
Brieng of operating personnel
Per PC
2)
SICK Remote Service
Product and system support
1)
Commissioning is performed by the local SICK sales company.
2)
PC running Windows XP, Vista, 7 , 8
REMOTE SERVICE | SICK 8015691/2013-02
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10
SICK Remote Service
Service packages and accessories
Packages Brief description Functions Contract
period
Technology
level
2)
Unit
Core Package
The comprehensive
basic package
Remote support
Replacement part identication
Remote session activation using a
touchscreen
1)
12 M
T1
Basic charge
Per device
T2
Basic charge
Per device
T3
Basic charge
Per device
Prime Package
The package for oper-
ational support
Web-based customer access
Log book and connection reports
Online documentation
Online status display
Heartbeat
1)
12 M
T1
Basic charge
Per device
T2
Basic charge
Per device
T3
Basic charge
Per device
Pro Package
The customized pack-
age for preventive
maintenance
Customer remote dial-up
Integrator remote dial-up
emergency recovery
12 M T1-T3 Package price
Remote service packages
Meeting Point Router (MPR)
1)
Only with SICK's Meeting Point Router (MPR)
2)
Depending on the complexity of the respective underlying devices, systems, and components.
Accessories
Version Brief description Interfaces Enclo-
sure
rating
Dimensions Weight Model name Part num-
ber
MPR-LAN
The security gate-
way for integrating
SICK Remote Ser-
vice 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 lo-
cation-independent
operation with 3G
modem and external
antenna
3)
2 x Ethernet
1 x USB for 3G
modem
1 x SMA
antenna con-
nection
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 at rate.
www.mysick.com – Your quick access to maximum efciency
Search online quickly and safely with the SICK „Finders“
Efciency – with SICK e-commerce tools
Find out prices and availability
Determine the price and possible delivery date of your
desired product simply and quickly at any time.
Request or view a quote
You can have a quote generated online here.
Every quote is conrmed to you via e-mail.
Order online
You can go through the ordering process in just a few
steps.
Product Finder: We can help you to quickly target the pro-
duct that best matches your application.
Applications Finder: Select the application description on
the basis of the challenge posed, industrial sector, or pro-
duct 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
Product
Applications
Literature
Service
Connection diagram
Accessories
Spare part
Software
Clearly structured: You can nd
everything you need for your sensor
planning under the menu items Pro-
ducts, Information, and My Account.
Available 24 hours a day: Regard-
less 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-pro-
tected and only visible to you. With
the individual user management,
you dene who can see what data
and who can execute what actions.
REMOTE SERVICE | SICK8015691/2013-02
Subject to change without notice
11
8015691/2013-02 · AA ∙ Pre USmod int39
SICK AG | Waldkirch | Germany | www.sick.com
Leading technologies
With a staff of more than 5,800 and
nearly 50 subsidiaries and represen-
tations worldwide, SICK is one of the
leading and most successful manufac-
turers 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 measur-
ing of any type of object or media
• Accident and operator protection
with sensors, safety software and
services
• Automatic identication with bar
code and RFID readers
• Laser measurement technology for
detecting the volume, position and
contour of people and objects
• Complete system solutions for analy-
sis and ow measurement of gases
and liquids
Comprehensive services
• SICK LifeTime Services – for safety
and productivity
• Application centers in Europe, Asia
and North America for the develop-
ment of system solutions under real-
world conditions
• E-Business Partner Portal
www.mysick.com – price and availabi-
lity of products, requests for
quotation
and online orders
SICK at a glance
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 nd detailed addresses and
additional representatives and agencies
in all major industrial nations at
www.sick.com
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SICK SICK Remote Service Product and System Support Product information
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