Analytics Support Policy

The best way for customers to get support is to create a new support request on the SICK Support Portal (support.sick.com).

• LA Technical Customer Care - Stoughton Phone List
• • 1 (800) 325-7425, press 1, 1 
  • solutionssupport@sick.com
• FA Technical Customer Care - Bloomington Phone List
  • 1 (800) 325-7425, press 1, 2
  • techhelp@sick.com

• Request access to CRM
  • If you do not have CRM access, submit a request via SMAX.
• Complete relevant trainings and review relevant documentation
  • Complete SIA Training
  • Review the CRM Global Manual and RM2.0 documentation
• Familiarize yourself with the various support levels
  • Understand the L1 to L4 Support escalation process and when to escalate issues appropriately.
• Familiarize yourself with collaboration roles:

The best way for internal users to get support is to create a new case in CRM and assign a new Collaboration Request to the appropriate support queue.

Each SSC should have their own L1 and L2 CRM support teams/support queues that serve as the first two lines of defense for all support activity.

If the local L1 and L2 teams are unable to support, escalate to the AG-IA-Digital Services L3 Support queue.

• Analytics software product name:
• Customer name:
• Analytics software version:
• Media Server software version:
• Application logs captured when the error is occuring
• Windows Event Logs
• Issue Description
  • What is the problematic behavior?
  • When did the issue start happening?
  • Were there any changes made to the installion machine or applcation leading up to the issue?
  • Is the issue occuring on all devives or systems or installs?
• Screenshots
• Installation Machine Information
  • OS Version
  • RAM (Total & Available)
  • CPU Specificiation
  • Hard Drive Specificiation (HDD or SSD)
  • Drive Space (Total Available & Used)