Frequently asked questions


What is a Manufacturing Execution System (MES), and what is tusks.io?

An MES is Software to track and control production from raw material to finished product. In addition, it supports the improvement process with analysis functions. It also links planning level with automation. For this, it integrates a variety of systems such as Enterprise Resource Planning (ERP), Distributed Control System (DCS), Programmable logic controller (PLC), and many more.

Tusks.io is essentially an MES System. Nevertheless, we do not limit ourselves to a strict definition. We instead plan the functionality of our software to be helpful in the production shop floor. So there will be functionality that is not in the area of an MES in the classical definition.

What industries do you address with tusks.io?

Tusks.io has proved its functionality for process and discrete manufacturing. Specifically, it offers features that fit the food, beverage, plastics, and packaging industry. But it is not limited to these fields. If you are unsure that tusks.io matches your needs, please tell us your requirements at support@tillner.ch.

What are the System requirements to use tusks.io?

Our software is a Web application usable with just a web browser. It works in all modern browsers, and we support the latest versions of Chrome, Edge, and Firefox.

Are there other languages than English available?

Yes. We provide English, German, Spanish, French, and Italian translations. In addition, we are constantly working to provide more translations. But if your specific language is not available, please get in touch with our support, and we will give you information when it is available.

I need a specific feature that is not available. What can I do?

We are always happy to hear how you use tusks.io and what features you are missing for your production process. If you have a feature request, please write us at support@tillner.ch. Describe what functionality you are missing and how you will use it as precisely as possible. We will check against our roadmap and provide you details about the planned functionality and when it will be available. If the requested feature is not in our roadmap but fits our general product goals, we can provide you with an offer, including price and completion date.

I found a bug. What should I do?

Please send a description of your bug to support@tillner.ch. If possible, provide us exact steps to reproduce it. Most of the time, screenshots help to explain a problem quickly. Then, we will replicate the bug. Depending on how critical a bug is and how much effort is needed, we will estimate a time to repair it. A fix will be deployed to all customers immediately when available.

I found a Security Vulnerability. What should I do?

We follow the rules of responsible disclosure. You can submit vulnerabilities to support@tillner.ch. Solving security vulnerabilities has the highest priority for us. We intend to solve all security problems in two weeks after the submission of the bug. When we resolve a security issue, all changes will automatically be deployed to all customers. Afterward, we publish all details about it.

Is there a Testversion?

Yes. Just register at setup.tusks.io. After the setup procedure, you can use tusks.io for 30 days without any charges. In addition, if you like to have a personal demo of the software that guides you through the system, we are happy to help. Please get in touch with us at support@tillner.ch.

How does support work?

Your subscription to tusks.io includes mail support via support@tillner.ch or the contact form in the help menu. Different metrics will prioritize messages, such as how critical it is and how many customers are affected. We always intend to help as fast as possible but can not guarantee a time to solve a specific problem. Exceptions are custom integrations that are implemented in customer-specific projects. In this case, project-specific support rules apply.

Account and Billing

Are there other Payment Methods than Creditcard?

We use Stripe as our payment processor. Currently, we offer only credit card payment on our setup process. Supported card providers include Visa, Mastercard, American Express, Discover, Diners, and more. Nevertheless, Stripe provides various payment options such as Wallets, Bank debits and transfers, Bank redirects, and many more. We are happy to help you find the right way of payment. Just contact us at support@tillner.ch.

You can use the test phase without any charges. However, you must deposit your payment information before applying for a paid plan.

How is my payment data stored?

We do not store any payment data on our side. All payment data is stored on the systems of our payment provider Stripe. Communication between your web browser and Stripe is always encrypted.

What happens when I change my subscription plan?

A new subscription billing period will start when changing monthly and yearly payment intervals. The already paid amount for the running subscription period will be prorated.

What happens when I delete my account?

You can cancel your account and its related subscription at any time. After cancelation, we will not charge you anymore. However, your account is still usable until the end of the current billing period. At the end of the billing period, we remove your account and all data. Please keep in mind that there is no option to restore your data!

Privacy and Security

Which cloud provider do you use?

Tusks.io runs in the US-East region of the Amazon cloud.

Is it possible to use tusks.io with another Cloud?

No, but if the cloud provider is crucial to you, please contact us at support@tillner.ch.

Where is my data stored?

All your tusks.io data is stored in the Amazon data center in the US-East region.

Our company policies do not permit Cloud Software. Do you offer an On-Premises solution?

With an On-Premise solution, you will be able to connect your machines and systems with tusks.io directly in your network. Furthermore, you can use tusks.io even without an internet connection. We support running tusks.io on AWS Outpost. However, we will set this up as a dedicated project for your specific requirements. Don't hesitate to get in touch with us for prices at support@tillner.ch.


Is it possible to calculate KPI and OEE for my machine?

Yes, of course. There are various ways to provide tusks.io with the necessary data to calculate your KPIs and OEE. The easiest option is to manually use the integrated dashboard widgets to provide data such as runtimes and quantity. If your machine already provides the necessary data, you can send it to our API. You can find more information on integration topics in our Blog. If you need help integrating your equipment, we are pleased to offer you an individual project.

How do you connect to my company network?

Firewalls protect company networks, and it is impossible to connect from outside the company network to systems inside. So how do you get data from my machine or ERP system? Usually, we don't need to! The tusks.io API is publicly accessible. You just send data from inside the company network to our public API. There are exceptions when this is impossible, e.g., an MQTT broker inside the company network. In this case, you could use an integration platform like Node-Red inside the company network.

Is it possible to connect my specific machine?

There is an enormously vast range of different manufacturing machines. Therefore we can't provide you with a ready solution for your equipment. Nevertheless, it is sufficient to measure good (and scrap) output for most KPIs, including OEE. For example, you can do this, e.g., with a light barrier or a weigher.

To send this data to tusks.io, using an integration platform like Node-Red has been proven to be the best option. Node-Red supports various protocols such as MQTT, OPC, Siemens Ethernet, and many more.

If you have specific integration requirements, we are pleased to help.

Is it possible to get orders from our ERP to tusks.io?

Yes, of course. Tusks.io supports multiple options to receive your order data. Since there are many different ERP systems, the realization depends on your ERP. There are already successful implementations for the well-known ERPs such as SAP R3 and S4.

How do I report back collected data from tusks.io to my ERP?

We support triggering messages on specific events like finishing orders or shifts. Tusks.io sends these messages to any publicly accessible system like your ERP or an integration platform. If your ERP is not publically accessible, you need to request the data from the public tusks.io API.

If this FAQ does not answer your question or you need support with your integration project, please get in touch with support@tillner.ch.