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<aside> ⚠️ This section of the guide assumes that you have access to your customer’s database for troubleshooting or consulting work. In most cases this is true, however, granting access is at the discretion of the customer and is not guaranteed. Partners are obligated to obtain a separate approval/acceptance from the client for accessing their data.

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As our Partner, you are responsible for first-line support. Below are the most frequent issues that appear during the initial days of the free trial, and some pointers on how to solve them

• No Production Signals are Appearing
• The production count is wrong
• OEE is over 100%
• OEE is too low
• Information is Missing
• There are too many speed losses/not enough production stops
• There are too many production stops/not enough speed losses
• Scrap count is missing or incorrect
• Shift Times are incorrect

For any issue not covered, please follow the standard support channels. The Help & Support page has a wealth of information that can be shared with the client.

Help & Support

In addition, please let [email protected] know and we can add an additional guide.

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