Product and system support

Reliable, fast and on-site

With product and system support from SICK LifeTime Services, your machinery and system will always be ready for operation. SICK provides support for product selection, commissioning and troubleshooting. Experienced experts are available around the world – by phone, remotely, or directly on-site. Faults can be rectified quickly thanks to repairs and rapid provision of exchange units. Customized service offerings maximize availability.

Installation & Commissioning
Scope of Services:

As part of this service program, SICK takes full responsibility for the installation of products or systems. Expert Field Service Technicians conduct installations and ensure proper configuration and performance of all SICK components.

Benefits:

Customers are ensured that the system and components are installed by SICK certified field service personnel correctly and most efficiently
Equipment will be programmed and installed to achieve the highest level of performance
Reduced workload, SICK will take on all the aspects of the product or system installation
Extended Warranties
Scope of Services:

An extended warranty is ideal for customers who want to have additional service protection for their products beyond the original factory warranty period. The program is designed to provide an affordable alternative to standard flat-fee repairs.

Benefits:

Extension of warranty for up to 4 years after expiration of factory warranty
Guaranteed product repair in event of manufacturing/component failure
Ability to forecast lifecycle management expenses to control costs
24/7 Helpline Support
Scope of Services:

The After-hours Technical Phone Support Program is designed to accommodate customers who want to have extended phone support coverage in emergency situations outside standard work hour (Monday through Friday 8:00 a.m. to 5:00 p.m. CST). Customers will then be connected to an on-call Field Service Engineer who will be equipped to troubleshoot and diagnose system problems. The program is designed for both in and out of warranty products.

Benefits:

Structured response process- no guesswork about the path to problem resolution
Unlimited calls to After Hours Support Center via 800 number
Technical service and support provided exclusively by permanent, full-time SICK employees
Call patched directly to a technician (max. 15 minute response time)
Immediate diagnostics and troubleshooting phone support evenings, weekends and holidays
Remote Services
Scope of Services:

SICK’s Remote Service Program was specifically designed for customers as a secure and safe way for SICK’s authorized field service personnel to connect to a product and assist with problem diagnosis. Upon identification of an issue, the customer would contact SICK and request a support resource to make the secured connection to a system to remotely remedy the situation. The necessary hardware and software is provided as part of this service.

Benefits:

Rapid response and resolution to system performance issues
Secure supplier access
On-Site Technical Support
Scope of Services:

A qualified SICK Field Service Technician can be dispatched for component replacement, problem troubleshooting, warranty follow up, on site support for key peak times, device programming, product changeovers and more. SICK's Field Service team ensures proper support for your equipment is delivered.

Benefits:

Proper configured
Optimized performance
Reduction in workload
Minimized downtime

Phone-in Technical Support and Customer Care

8 a.m. – 5 p.m. Central Time, call 1-800-325-7425 and follow the prompts.

For emergency and critical care calls outside of normal business hours (5 p.m. – 8 a.m. Central Time), call 1-800-325-7425 and follow the prompts. You will be connected to a call center where your information will be forwarded to the appropriate department for follow up on a next available basis.

Literature

LifeTime Services Brochure Risk Assessment Brochure SICK Safety Guide Training Services Overivew

Literature

Services by SICK 24/7 Helpline Support Brochure Preventive Maintenance Brochure Rapid Response Brochure Training and Education Brochure