Support Framework & Assisted Reality for Global Biotech Manufacturer
Industry
Biotech / Medical Devices
Scope
Industrial Automation Support / SLA Management / IT/OT Integration / Assisted Reality / Robotics
Timeframe
Ongoing (Service Setup: 1 Month)
-
2
Teams – Seamless collaboration between EU Experts and UK Onsite Operations
-
30
minutes guaranteed response time for Critical Incidents
-
100%
Compliance with client's IT/OT security standards
01
CLIENT
A global leader in medical technology and pharmaceuticals, operating high-precision production lines critical for the delivery of life-saving medical products. The client manages a complex ecosystem of advanced automated machinery, including specialized filling lines and high-performance robotics, requiring 24/7 operational readiness and meticulous oversight.
02
BUSINESS NEEDS
The client required a robust, continuous support structure to minimize production downtime on critical lines. The primary objective was to bridge the gap between local operators (L1) and external OEM vendors (L3), ensuring faster incident resolution without the constant need for physical vendor intervention. They needed a partner capable of delivering "Full Care" coverage (20/5) to match their intensive production schedules.
03
CHALLENGE
To help our client achieve its goals, we overcome the following challenges:
-
Complex Multi-Vendor Environment
Managing a diverse ecosystem involving Siemens TIA Portal, Stäubli Robotics Suite, and proprietary Bausch machinery protocols. -
Operational Continuity Risk
The need for rapid response times (P1 incidents requiring response within 30 minutes) to prevent costly production halts. -
Knowledge Gap & Physical Distance
Resolving complex "invisible" systemic issues (IT/OT conflicts, logic errors) that local operators cannot diagnose, without waiting for travel-heavy onsite visits. -
Strict Compliance Requirements
Ensuring all incident management and Root Cause Analysis (RCA) adhere to strict regulatory standards (GMP/GxP implications).
04
SOLUTION
We provided an end-to-end Support Framework & Assisted Reality solution to ensure seamless operational flow and rapid incident response. The solution entailed:
- SLA-Driven L2 Support Layer Establishing a dedicated remote engineering team acting as the "Bridge" between onsite staff and OEM vendors with a guaranteed 30-minute response time.
- Assisted Reality (aR) Intervention Implementation of RealWear AI Smart Glasses to enable "See-What-I-See" collaboration for hands-free diagnostics.
- Deep Tech Diagnostics Remote capabilities covering PLC logic debugging (Siemens), motion control calibration (Stäubli), and SCADA/MES communication failures.
- Integrated Incident Management Seamless integration with the client's ServiceNow (SNOW) platform for all tickets, changes, and compliance reporting.
By merging deep technical expertise in robotics and automation with Assisted Reality tools, we transformed the support model from 'reactive' to 'collaborative'. We don't just fix errors; we empower the onsite team to maintain continuous flow, reducing the dependency on external vendor travel.
Jacek Fischbach
Delivery Executive
Technology used
05
OUTCOME
The project resulted in a robust, scalable support system that fundamentally transformed the client's operational capabilities, enhanced productivity, and workforce safety. By bridging the gap between physical production and digital intelligence, the solution enabled the company to operate with greater agility, reduce downtime, and create a more engaged, skilled workforce.
- Guaranteed Response Time Achieved a 30-minute response target for critical production stoppages (P1).
- Extended Coverage Delivered 20/5 support (4:00 AM – Midnight), aligning support windows with critical production shifts.
- Reduced Vendor Dependency Successfully filtered L3 issues, resolving complex logic and calibration problems at the L2 level.
- Process Transparency Full visibility provided through Root Cause Analysis (RCA) reports delivered within 2 business days.
06
IMPLEMENTED SOLUTION
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Orchestration
RACI model clearly defining handovers between L1 (Onsite), L2 (A4BEE), and L3 (OEMs). -
Remote Architecture
Secure VPN tunneling to the Engineering Workstation, enabling direct access to PLC and Robot Controllers. -
RCA Protocol
Mandatory 5xWHY analysis for all P1 incidents to drive continuous improvement and preventive actions. -
Compliance Standards
100% compliance with client’s IT/OT security and regulatory standards (GMP/GxP).
-
2
Teams – Seamless collaboration between EU Experts and UK Onsite Operations
-
30
minutes guaranteed response time for Critical Incidents
-
100%
Compliance with client's IT/OT security standards