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Support Framework & Assisted Reality for Global Biotech Manufacturer

See how our Support Framework & Assisted Reality reduced downtime and ensured 30-min incident response for a global biotech leader.

Solution

Digital CDMO

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

The 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.

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.

The challenge

  • 01

    Complex Multi-Vendor Environment — Managing a diverse ecosystem involving Siemens TIA Portal, Stäubli Robotics Suite, and proprietary Bausch machinery protocols.

  • 02

    Operational Continuity Risk — The need for rapid response times (P1 incidents requiring response within 30 minutes) to prevent costly production halts.

  • 03

    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.

  • 04

    Strict Compliance Requirements — Ensuring all incident management and Root Cause Analysis (RCA) adhere to strict regulatory standards (GMP/GxP implications).

Our solution

  1. 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.

  2. Assisted Reality (aR) Intervention

    Implementation of RealWear AI Smart Glasses to enable "See-What-I-See" collaboration for hands-free diagnostics.

  3. Deep Tech Diagnostics

    Remote capabilities covering PLC logic debugging (Siemens), motion control calibration (Stäubli), and SCADA/MES communication failures.

  4. Integrated Incident Management

    Seamless integration with the client's ServiceNow (SNOW) platform for all tickets, changes, and compliance reporting.

Technology used

  • Siemens TIA Portal V18
  • Stäubli Robotics Suite
  • ServiceNow (SNOW)
  • RealWear (Smart Glasses)
  • VPN/Remote Access
  • OPC UA

The 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.

What we implemented

  • 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).
Jacek Fischbach
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

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