Hotline and Remote Service Center for remote diagnostics
The Hotline and Remote Service Center (RSC) is the central point of contact for Schuler customers in the event of system malfunctions. The reduction of cost-intensive system downtime is a primary determinant of your profits.
The Hotline serves as a classic malfunction support resource available over the phone and/or email without remote access to customer systems. Schuler’s Remote Service, on the other hand, refers to remote diagnostics performed over a secure VPN connection that allows support personnel to access and perform diagnostics on the faulty control system.
The Hotline and Remote Service Center is a resource available to service contract customers, giving them the ability to obtain prioritized assistance in the event of breakdowns or other technical incidents. In addition, various contract models make it possible to arrange 24/7 availability based on the specific press type.
For customers without a service contract or warranty, the charges are calculated according to the current price list at the time of service provision or you can use the Prepaid variant of the Hotline & Remote Service to digitally manage the service. Using the prepaid solution you can flexibly manage your requirements for the Hotline & Remote Service offering regardless of the type of press. The Hotline & Remote Service prepaid solution is now available with 20 or 50 units. You load up your credits easily online and have full control of your usage at all times. You can check your current credit balance at any time via the digital customer card. For more information, visit: https://schulergroup.loyserv.com. If you have any questions, please contact your sales partner or send an email.
As a general rule, the Hotline and Remote Service is not a substitute for properly performed maintenance and technical safety checks of the system. The Service nevertheless provides a number of useful benefits.
Your benefits with Remote Service:
- Prompt and direct urgent assistance in the event of malfunctions, with a resolution rate of up to 80%.
- Increased system uptime paired with shorter downtimes and the resulting cost reductions
- Reduced need for on-site technician calls
- Where on-site calls cannot be avoided, technicians can come thoroughly prepared to address the specific problem
- Identification and specification of the required spare parts
- Smooth process flows thanks to direct collection of all necessary information
The Hotline and Remote Service simplifies the support communication process through the use of a central phone number and email address. In the event of system malfunctions, however, we recommend contacting us by phone.
| USA |
Mexiko |
|
Remote Service Office
Canton
Phone: +1 (800) 228-4742
Contact form |
Office
Puebla
Phone: +52 (222) 431-0019
Email: hotline_smx@schulergroup.com |
| Mon–Fri: 8:00 a.m. to 5:00 p.m. (CDT) |
|
|
|
| Germany |
*Except on the following dates: |
|
Remote Service Center
Göppingen
Phone: +49 (0) 71 61 / 66-1400
Contact form
|
12/24
12/25
12/26
12/31
01/01
|
| Mon–Sun: 24/7 (CET)* |
|
|
|
| China |
Brazil |
|
Remote Service Office
Dalian
Phone: +86 (411) 87 12-4100
Contact form
|
Remote Service Office
Sao Paulo
Phone: +55 (11) 40 75-8511
Email: hotline_psb@schulergroup.com
|
|
Mon–Fri: 8:00 a.m. to 4:30 p.m. (BT)
|
Mon–Fri: 8:00 a.m. to 4:30 p.m. (BRT) |
- Remote diagnostics over a secure VPN connection
- Analysis of system condition, error archives, log files and other error memories
- Machine Monitoring Systems for early identification of problems, incl. initiation of preventative measures (where applicable and contractually agreed upon)
- Support for maintenance personnel in the areas of error analysis, incl. troubleshooting, and repairs
- Software adaptation where necessary (as agreed upon with contract customers)
- Logging and archiving of the entire support process, incl. reporting to process participants
- Data backups as stipulated by contractual agreement
- Checksum determination prior to security inspections (in accordance with the service contract)
- If it is not possible to resolve the incident via remote diagnostics, the dispatch of a service technician can be arranged
The VPN technology installed on the press by Schuler is used to create a secure, certified connection over VPN. Remote access gives the Schuler employee access to the visualization systems and control equipment installed on the press.
The log files and error archives compiled for the press are analyzed either online or—after being downloaded—offline, and are used solely for troubleshooting purposes. As a general rule, no personal data are stored or analyzed, in accordance with the General Data Protection Regulation.
This VPN technology can also be retrofitted onto compatible existing systems. We’re happy to create the right solution for you.
There is no remote access to customer systems without customer approval, meaning that no uncontrolled VPN is possible.
The software and operating systems used for Remote Service are continuously monitored and updated as needed by our IT staff. Schuler takes both IT security for the remote connection and virus-free computing extremely seriously. All computers on the Schuler network are therefore continuously checked for viruses, and are also monitored during all data exchanges.
The following conditions apply for the use of Remote Service:
- Dangerous machine movements shall only be initiated or triggered by the customer, never by Schuler.
- The customer shall be solely responsible for all measures taken on the system that involve safety equipment.
- The customer shall be responsible for on-site safety. The customer shall also comply with all occupational safety and accident prevention regulations, incl. any other applicable guidelines, regulations and laws (such as those related to data protection).
