SIMATIC IT Technical Support Service (TSS)

SIEMENS A&D AS MES Technical Support Service, usually called TSS, provides support on SIMATIC IT MES products.

Siemens is ready to support MES customers and SIMATIC IT Partners with a new special Technical Support Service, which goes over the usual Call Centre, replying to e-mail messages or answering a telephone call and just consulting a known-problems database. The new special branch, made by a specialized team of engineers, has been located in the MES competence centre in Genoa (Italy) to work in synergy with Research and Development, System Test and On-site Consultancy departments.

According to the type of support contract submitted, the service may cover any time zone in the world to promptly react to any concern about a SIMATIC IT installation: customers may submit contracts to have TSS at their disposal from the standard 8 hours a day, in working days only, to the full 24 hours a day, 365 days a year support.

The team of experts, through advanced local support tools, can easily and promptly build, in its brand-new labs, the so-called "shadow plants" and "customer's scenarios", replicating exactly the same hardware and software architecture that will run or is already running on the customer's installation. Moreover, a Customer may decide to extend TSS support capabilities by allowing the team to establish secure connections to the plant, under customer's supervision, to directly detect system behaviour, collecting log files and debugging tools outputs if needed for a faster support or to install some specific software agents to automatically take the system parameters under control for a real pre-emptive maintenance of the installation.

The knowledge sharing generated by the activities described above often generates articles, drafts, white papers, guidelines, suggestions, scripts and parts of software extremely useful for the whole SIMATIC IT user community. This information is published in the secure TSS Web Site. SIMATIC IT support is offered with several different possibilities to provide each customer with a tailor-made support program. SIMATIC IT Technical Support Service can be contacted via e-mail or phone during the hours specified for each type of support.

SIMATIC IT Support: not only services but true and wide support technology

For more information about SIMATIC IT Services, please visit Mes Diving Center