Support Request

1. Support Request

Please provide all the necessary information to open an official support case as well as the data required to initiate the investigation.

Question Title

* 1. Project & Contact information

Project

Location

Contact name

Contact phone/mobile

Contact email

Question Title

* 2. SERVICE REQUEST PRIORITY

LOW: question.

MEDIUM: the problem is not interfering with the production

HIGH: the problem is interfering with the production, butr we do have the time to investigate.

EMERGENCY: the problem is causing the plant shutdown and requires immediate attention.

Question Title

* 3. Please provide the approx date/time when the problem occurred

Monday

Date

Time

AM/PM

Tuesday

Date

Time

AM/PM

Wednesday

Date

Time

AM/PM

Thursday

Date

Time

AM/PM

Friday

Date

Time

AM/PM

Saturday

Date

Time

AM/PM

Sunday

Date

Time

AM/PM

Question Title

* 4. SOFTWARE ISSUES (if applies)

PC issues

Software error message

Installation issue

Software Crash

Communication problem

Additional notes

Question Title

* 5. HARDWARE ISSUES

Power Loss

Controller communication loss

Controller switch (backup systems only)

Controller issues (please describe)

I/O system communication loss

I/O system switch (backup systems only)

I/O module issues (please describe)

Field issue (specific device, limit swith, transmitter etc..)

Other (please specify)

Question Title

* 6. ADDITIONAL INFORMATION

HW ISSUES: Do you have spare parts?

HW ISSUES: Can you provide the electrical drawings?

HW/SW ISSUES: Can you provide the application backup (Cube or SIMATIC IT)?

HW/SW ISSUES: Can you provide the ALARM dump file?

HW/SW ISSUES: Can you provide the Cube/SIT log file?

SW ISSUES: Do you have the Cube/SIMATIC IT installation (and licenses)?

Other (please specify)