Operational support.
Quick rectification of faults and restoration of system functionality.
Minimal downtime
At Wick, we guarantee long-term support for all of our projects. Our commitment to production continuity drives us to quickly find solutions for broken machines. We believe we can only be your best ally by ensuring your investments remain maintainable and repairable for the many years to come.
For customers who require rapid response to any breakdown, we offer service level agreement (SLA). Such contract guarantee prioritized, fast reaction and urgent intervention on site.
Contact us to discuss how we can best support you with a Service Level Agreement.
For clients without a Service Level Agreement (SLA), Help Desk assistance is provided without entitlement to guaranteed reaction times.
On-Call Organisation
Help Desk
ick operates a Help Desk during office hours that receives calls and, depending on the issue, either forwards them directly to the appropriate specialists or arranges a callback.
Service Level Agreement (SLA)
Count on us anytime—our premium services contracts can ensure 24/7 support with guaranteed response and intervention times, available through Service Level Agreements tailored according to your organization needs.
On-Call organization
Our On-Call Organization consists of specialists across three levels of competence. Depending on the complexity of the issue, the support process is structured along these three levels.
- 1st Level Support acts as the first point of contact, identifying the problem and initiating the support process.
- 2nd Level Support provides in-depth technical assistance for issues that require specialized knowledge.
- 3rd Level Support involves expert intervention for the most complex cases, ensuring a definitive resolution.
Ticketing System
The specialists tasked with analysis and troubleshooting use a ticketing system to document the reported fault as well as the state of progress in solving the problem.
To ensure transparency and efficiency, we provide detailed intervention reports for our customers. Additionally, we maintain a complete history of interventions for each machine, creating a valuable trace that helps facilitate and accelerate the resolution of similar issues across our projects
Remote connection standard
Leveraging Siemens SINEMA Remote Connect Appliance, we equip all our machines with secure VPN technology to guarantee maximum security and high availability for remote assistance.
Working hours: Mo – Tue 07:30 – 12:00 and 13:15 – 17:00 / Fri 07:30 – 12:00 and 13:15 – 16:00.
- Outside normal working hours, a fixed callout fee will be charged.
- Flat-rate callout charge: CHF 400.00 (excl. VAT)
- Working hours: Mo – Tue 07:30 – 12:00 and 13:15 – 17:00 / Fri 07:30 – 12:00 and 13:15 – 16:00.
- The work done, consumables and spare parts are charged at cost.
Our GeneralTerms and Conditions of Business (GTC) are applicable.
For clients with a Support contract, the terms and conditions of the Service Level Agreement (SLA) are applicable.
Troubleshooting
In the event of faults, our specialists will provide support to you by remote maintenance so that your production system can be restored to normal functioning as quickly as possible.
OBJECTIVE:
- Restore
system functions
- Ensure plant accessibility
ADVANTAGES:
- Quick analysis and rectification of faults
Minimum down time
- Maximum availability of the plant
Onsite intervention
When remote support reaches its limits, or when our customers request on-site assistance, we intervene as quickly as possible to ensure minimal downtime and maximum efficiency.
Our service contracts can also guarantee defined intervention times, ensuring rapid on-site support whenever you need it.
IT Support
Remote IT Support
For maximum plant availability and reliability, a perfectly functioning IT infrastructure is essential.
We offer tailored services to achieve that.
Services
- Targeted monitoring of system-relevant parameters (hardware, operating systems, applications)
- Long-term observation of parameters to identify possible faults in advance
- Concepts for data backup
- Migration projects
Advantages of service agreements
- Services tailored to the plant and client requirements
- Service guarantees
- Maximum system availability and productivity across the entire service life
- Value retention of the process plant and control system
Service Level Agreement
Service contracts with specified service features and agreed quality of service.
An SLA contains the agreed plant- and client-specific services allowing the plant to be operated long-term with maximum effectiveness and to be expanded and upgraded at any time.