What is LTW care?

LTWcare is our bespoke service offering, catering to all customer requirements when it comes to digital services. Demand-oriented support maintains and increases the availability of the system at a constantly high level throughout the entire system life cycle.

LTW Digital Services

Highly innovative service platform that allows you to increase system availability. LTWcare includes all digital services in the area of service and has been specifically adapted to customer requirements.

LTW Service Request Workflow

Troubleshooting is now even easier and more efficient thanks to LTWcare’s intelligent workflow – everyone involved knows what needs to be done and when.

LTW care Modules

The LTWcare product portfolio comprises nine different modules. These modules have been specifically tailored to suit the needs of our customers and are constantly being further developed. The following animations demonstrate the services included in our digital service platform.

LTWcare Certconnect

IT security is a top priority. LTWcare Certconnect is a TÜViT certified remote connection with the latest IT security technology.

IT security is a top priority. LTWcare Certconnect is a TÜViT certified remote connection with the latest IT security technology.

With LTWcare Certconnect, you always maintain full control over the remote connection. Access to your system must be approved by you, the customer.

In addition to state-of-the-art encryption technologies, we also implemented role-specific user authentication. Every access by a service technician is logged seamlessly.
This ensures complete transparency throughout the entire service process.

LTWcare Console

Save time and money with LTWcare Console. This guarantees a structured and highly efficient service process between our customers and LTW.

Save time and money with LTWcare Console. This guarantees a structured and highly efficient service process between our customers and LTW.

Customer information and diagnostic data are immediately available to our technicians which reduces downtime on system availability drastically.
Every service case is documented in a database and can be accessed and viewed at any time.
This way disruptions can be fixed a lot faster in the future. Every access by a service technician is logged seamlessly.
This ensures complete transparency throughout the entire service process and helps you to keep track of everything.

LTWcare Conference Center

Communication should be simple and straightforward, so you can focus on what‘s really important: finding quick and efficient solutions.

Communication should be simple and straightforward, so you can focus on what‘s really important: finding quick and efficient solutions.

In the LTW support case, the Conference Center offers a whiteboard and a chat function with integrated audio and video telephony. The whiteboard is a modern, interactive communication tool that allows each participant to follow every step of the process in real time.

LTWcare Diagnostics

Innovativ. Smart. Predictive. That’s LTWcare Diagnostics.

Innovativ. Smart. Predictive. That’s LTWcare Diagnostics.

LTWcare Diagnostics is the basis for predictive maintenance and optimizations. Simply access current and historical data using our integrated dashboard. Important KPIs provide information about the system status at any time.

In order to prevent unplanned shutdowns, LTWcare Diagnostics quickly detects any operational disruptions. Additionally, system optimization and analysis is possible even during normal operation.

LTWcare App

Keep track of everything and stay informed. Anywhere, anytime! That‘s the LTWcare App.

Keep track of everything and stay informed. Anywhere, anytime! That‘s the LTWcare App.

With LTWcare App you can check on your system anytime and immediately see the most important KPIs of your system at a glance, no matter where you are. Set threshold values and alarms as needed with the individually configurable dashboard.

Access historical data or system documentation to see trends even faster.

The system documentation is always up-to-date which helps you to find important information even at a later point in time. The LTWcare App informs you about any issue that might occur.

You can issue and track service requests quickly and effortlessly, anywhere, anytime.

LTWcare Spare Parts Agent

Receive the parts you need in a fast and secure way with the highly innovative software design the LTWcare Spare Parts Agent offers.

Receive the parts you need in a fast and secure way with the highly innovative software design the LTWcare Spare Parts Agent offers.

Select the spare parts you need directly and conveniently in your 3D model. Our intuitive software design increases both search speed and the entire ordering process by a large margin.

Linking directly to the electrical circuit diagram allows you to place your order right there and then. To make sure you get the right parts the LTW after sales team reviews your order before it goes out.

LTWcare Analytics Report

With LTWcare Analytics Report you are always informed and up-to-date.

With LTWcare Analytics Report you are always informed and up-to-date.

LTWcare Analytics report periodically generates clearly summarized management reports with the most important KPIs. These reports can be automatically sent out to different groups of recipients as needed.
Thus, the system performance will be monitored quick and easy throughout its entire lifecycle.

Individual configurations are possible at any time.

LTWcare Content

Digital, complete and always up-to-date. With LTWcare Content the latest system documentation is always available when needed.

Digital, complete and always up-to-date. With LTWcare Content the latest system documentation is always available when needed.

LTWcare Content provides precise and complete system documentation which reduces time consuming administrative effort significantly.

It’s automatically synchronized and made available to you – right at the machine. In order to allow quick access in the event of repair and maintenance works, LTWcare Content saves important configuration files right at the customer’s end.

LTWcare Connected Life Service

Maximize your system availability. LTWcare Connected Life Service offers the ideal plan for machine maintenance.

Maximize your system availability. LTWcare Connected Life Service offers the ideal plan for machine maintenance.

The maintenance process is consistently optimized due to continuous data collection and evaluation. Therefore, unplanned shutdowns can be prevented efficiently which saves both time and money.

Maintenance will always be performed at the right time which increases plant availability significantly. Early resource management and procurement of spare parts reduce unplanned downtime costs.

FAQs

Remote access is only possible through a service request from our customers, as no connection to the system takes place during normal operation. In addition, the connection is secured using state-of-the-art encryption technologies and is subject to regular TÜViT certification. The system also logs which LTW employees are online and when.

Yes. LTWcare certconnect meets the latest IT security standards and is subject to regular TÜViT certification. All communication is secured by certificate-based encryption. At a customer firewall, only an outgoing connection via port 443 to a dedicated URL needs to be open. All processes are backed up seamlessly in tamper-proof log files.

In the standard package, LTWcare runs on the “Plug & Work Box”. This box is an industry-standard single-board computer on which a hardened CentOS operating system is installed. The operating system also serves as a gateway, router, and firewall. LTWcare can also be run on a VM provided by the customer. This makes it possible to integrate LTWcare into any network topology.

LTWcare is operated via the Customer Cockpit, which can be installed on any number of end devices at a customer’s premises. Alternatively, the Cockpit can be installed on site directly on a terminal server or central computer. In addition, the LTWcare app provides access to most functions. User management is entirely up to the customer. Manual user maintenance is possible, as well as a connection to the Active Directory via LDAP.

LTWcare is being continuously developed in order to specifically meet the requirements of our customers, as well as counter IT security risk. High system availability and IT infrastructure protection are both focal areas for development.