Your SICK ID gives you access to our extensive range of services. This includes direct online orders, price and availability checks, and access to our digital services.
Customers can download the latest minor software release patch installer from the SICK Support Portal and patch up their an existing Analytics installation anytime for free (This is highly encouraged).
This gives customers access to all the latest bug fixes, security patches, and performance improvements.
However, without a new license being applied to the install, the customer will not gain any new features of functionality.
This is because each release has version specific license associated with it.
All Analytics licenses are forward compatible (Meaning users can always apply a older version license to a newer version install).
To get access to the latest Analytics features and functionalities, customers have two options:
Pay a one time 50% upgrade fee. This cost can be calculated by multiplying the number of scan points at a given site by the MLP of the PN used and then dividing in half. (Note that this upgrade path is at the Facility level)
Customer enrolls in SICK Analytics Software Assurance (SASA)
What are the credentials for Analytics and components?
Package Analytics incorporates user management, user group management and role management. Each role and group has a certain set of privileges associated.
Can data from an LA solution be integrated into other systems?
With the latest version of PA, it is possible to get access to PA data through the API add on or an MQTT broker.
Email SPM team to find out more or visit the mosaic page for details. Please Email us: spm-analytics@sick.com.
What is the Analytics Software lifecycle policy?
Analytics software products follow a 3+2 software support lifecycle policy.
Technical software support will be available for 3 years from date of product launch.
If no major version is released within the 3 years, the support duration extends till the next major release.
Support extensions for 2 additional years (3+2) after software EOS (End of Support) date for a fee.
Software patches and bug fixes are listed on the SICK Support Portal.
Customers must keep their software up-to-date and within the lifecycle to receive updates and support.
What is the Analytics support policy?
Support for Analytics software can go through three levels, depending on the level of troubleshooting needed for an identified issue a customer is experiencing. If a level is unable to address and correct an issue, it is escalated to the next level. All SICK Analytics Customers have access to support for Analytics software and will be assisted in the order in which the request was received. SASA Plan holders will receive priority response at the Tier 3 and be placed at the front of the queue.
What is he SICK Support Portal?
Customers can find the Analytics software portfolio listed in its own section on SICK Support Portal. The SICK Support Portal provides the following features and benefits Knowledge Article | Support Portal
Listing of software installers, Patches, and fixes, all of which can be downloaded through the portal by the Analytics customer.
Includes access to additional information – Product Manuals, Release Notes, Technical Notes, and Training Documentation.
Community Access – Articles and posts about news, announcements, and product updates.
Ability to submit online Analytics support tickets.
What are SICK's responsibilities in regard to Analytics?
Uploading the latest versions of full installers, patch installers, and release documentation to the SICK Support Portal for customers to download with ease.
Supporting customers through the SICK Support Portal and providing priority response to SASA Plan holders.
Assisting customers in ensuring all analytic solutions related needs are met.
What are our customers responsibilities in regard to Analytics?
Download patch installers via the SICK Product Portal and patch up instances to the latest version of Analytics as new versions are released (SICK Support can assist as needed).
Maintain installation machines and IT environment.
My 3x PA is experiencing issue, what can I do?
Package Analytics 3.x End of Life announcement, along with the kick-off for the new 4.x kickoff occurred in 2019.
The official PA 3.x EOL date fell in Dec 2020.
Why is my license invalid/expired?
Any of the following reasons could cause a license to be invalid/expire:
The license applied to the application is a trial version and the expiration date has past.
The license file had been edited.
The installation machines Date & time settings have been changed.
License version is newer than install version.
MAC specified on the license does not match machine MACs.
The MAC of the machine has changed (Only applicable on VM's that do not have a static MAC assigned).
How do the Analytics licenses work?
Main points for consideration:
All features are license controlled (enabled/disabled) and are specific to the version of the license (4.0 - 4.X).
Analytics licenses are version specific. For example, PA 4.4 has a PA 4.4 license, BA 4.5 has a BA 4.5 license, and TA 4.6 has a TA 4.6 license.
Each license version has specific feature sets associated with it. For example, a PA 4.5 license would have all the features that have been added to PA since 4.4.
Analytics licenses are always forward compatible, not backwards compatible. In other words, the license version must be the same or older than the Analytics install version. For example, a 4.3 license can be used on a 4.4 install but a 4.4 will not work on a 4.3 install.
Furthermore, customers can upgrade their install version to stay on the latest release and continue to use their original license without issue.
