At the newly founded Metals and Mining Service & Support Center (MSC), customer enquiries relating to questions and problems that arise during the operating phase of a plant are processed by an expert help desk. This innovative remote-access concept allows customer processes to be monitored in order to provide immediate online assistance when required. Communication is additionally facilitated with the use of special audio/video transmission tools. Specialists in electrics and automation working with precise data via remote access are able to propose and even implement the necessary changes.
Customer-access to plant data from external sites is also possible. Highly skilled commissioning engineers backed by development specialists from different fields are available from the worldwide Siemens VAI network. Any problems occurring will be tracked by a help desk and, in accordance with customer wishes, the response times agreed upon.
Any online connections will be subject to the
highest security policies. A support session can be
established only after explicit authorization by the
customer only. Remote services will be available 24
hours per day and seven days per week.