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Equipment Builder: Secure Remote Access and Service for Your Equipment
Equipment Builder: Secure Remote Access and Service for Your Equipment
Equipment Builder: Secure Remote Access and Service for Your Equipment
Equipment Builder: Secure Remote Access and Service for Your Equipment
Equipment Builder: Secure Remote Access and Service for Your Equipment
Equipment Builder: Secure Remote Access and Service for Your Equipment
Equipment Builder: Secure Remote Access and Service for Your Equipment
Equipment Builder: Secure Remote Access and Service for Your Equipment
Equipment Builder: Secure Remote Access and Service for Your Equipment
Equipment Builder: Secure Remote Access and Service for Your Equipment
Equipment Builder: Secure Remote Access and Service for Your Equipment
Equipment Builder: Secure Remote Access and Service for Your Equipment
Equipment Builder: Secure Remote Access and Service for Your Equipment
Equipment Builder: Secure Remote Access and Service for Your Equipment
Equipment Builder: Secure Remote Access and Service for Your Equipment
Equipment Builder: Secure Remote Access and Service for Your Equipment
Equipment Builder: Secure Remote Access and Service for Your Equipment
Equipment Builder: Secure Remote Access and Service for Your Equipment
Equipment Builder: Secure Remote Access and Service for Your Equipment
Equipment Builder: Secure Remote Access and Service for Your Equipment
Equipment Builder: Secure Remote Access and Service for Your Equipment
Equipment Builder: Secure Remote Access and Service for Your Equipment
Equipment Builder: Secure Remote Access and Service for Your Equipment
Equipment Builder: Secure Remote Access and Service for Your Equipment
Equipment Builder: Secure Remote Access and Service for Your Equipment
Equipment Builder: Secure Remote Access and Service for Your Equipment
Equipment Builder: Secure Remote Access and Service for Your Equipment
Equipment Builder: Secure Remote Access and Service for Your Equipment
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Equipment Builder: Secure Remote Access and Service for Your Equipment

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  • 1. Copyright © 2013 Rockwell Automation, Inc. All Rights Reserved.Rev 5058-CO900DSecure Remote Access and Service for YourEquipmentJon Furniss & Sal ContiRockwell Automation Remote Support ServicesJune 10-14, 2013
  • 2. Copyright © 2013 Rockwell Automation, Inc. All Rights Reserved. 2AgendaData Collection and ReportingReal Time AlarmingSimple and Secure ConnectivityVirtual Support Engineer™ OverviewMeeting the Needs of OEMs and System IntegratorsScalability
  • 3. Copyright © 2013 Rockwell Automation, Inc. All Rights Reserved. Plane trip from Cleveland to $1,100 USDLos Angeles on short notice Rental Car/Taxi $ 100 USD Two nights hotels @ $150 per night $ 300 USD Food and expenses for 2-3 days $ 100 USD Parking and Misc. $ 100 USD Overtime $ 500 USD Missed time on next project ???? Dissatisfied customer due to downtime ????------------------Minimum $2,200 USD When your customer has an issue the hard costs are easy to measureIt’s the soft costs that are hard to put a price tag on…3The Cost to Visit a Customer toResolve an Issue (estimate)
  • 4. Copyright © 2013 Rockwell Automation, Inc. All Rights Reserved. 4Virtual Support Engineer™What’s Important to the OEM and End-UserOEM’s andmachine buildersare developingstrategies toDrive Costs Downthrough remotesupport, RevenueUp from post-salesupport andIncrease AssetUp-Time withpreventativetechnology50% of surveyed OEMs indicated significant customerpressure to provide faster, lower-cost post-sale serviceOEMEnd-User
  • 5. Copyright © 2013 Rockwell Automation, Inc. All Rights Reserved.Top Five Service & Support Axioms1. 50% - 70% of all calls are self inflicted by customers2. Troubleshooting calls should start with checking the configuration3. Most Troubleshooting calls start with:1. Collection of (all the) Log Files2. Running (all the) traces3. Running (all the) diagnostic (“support”) commands, and4. Parsing key information from: the log files, and output of traces & commands.4. Customers don’t collect all the data5. Adding automation enables lower skilled personnel to properly execute the completeseries of complex steps – and get clear readable analyses in their local language5
  • 6. Copyright © 2013 Rockwell Automation, Inc. All Rights Reserved.Virtual Support Engineer Advantages6Without VirtualSupport EngineerWith VirtualSupport EngineerCustomer InitiatedCallAutomatic IncidentDetectionDiagnosis withCustomerDetailed InformationDirectly AvailableAdditionalInvestigationDirect Access toSystemDirect Intervention Preparation forInterventionMultipleInterventionsScheduledIntervention
  • 7. Copyright © 2013 Rockwell Automation, Inc. All Rights Reserved.Our Mission is to Help You Fewer calls Shorter resolution time Increased first call resolution Fewer field dispatchesIncreased renewal ratesPremium service contractsUp-sell opportunitiesNew products and servicesImproved SLA complianceIncreased customersatisfactionYour Support Costs Your Support Revenues Your Asset Uptime7Our mission is to improve the performance of our customers’ serviceorganizations via automated, proactive, remote product service
  • 8. Copyright © 2013 Rockwell Automation, Inc. All Rights Reserved. 8AgendaData Collection and ReportingReal Time AlarmingSimple and Secure ConnectivityVirtual Support Engineer OverviewMeeting the Needs of OEMs and System IntegratorsScalability
  • 9. Copyright © 2013 Rockwell Automation, Inc. All Rights Reserved.Discovering end-customer technical issuesbefore the customer doesWouldn’t it be Great to Have Your BestSupport Engineer at Every Site?9− Alerting− Collecting− Detecting− Distributing− Fixing− Monitoring− Preventing− ReportingAutomating routine manual support tasks anddecreasing Mean Time To RepairPredicting customer technical issues, enablingyour customer to prevent themProviding automated collection of data for reporting andPremium Services SalesThe Virtual Support Engineer is the equivalent of staffing your bestsupport engineer at every end-customer site on a 24x7x365 basis
  • 10. Copyright © 2013 Rockwell Automation, Inc. All Rights Reserved. 10Virtual Support Engineer Simple and Secure Connectivity Real-time Alarming Data Collection & Reporting Scalable, Cost Effective SolutionMonitor and manage your equipment from anywhere in the world
  • 11. Copyright © 2013 Rockwell Automation, Inc. All Rights Reserved. 11Virtual Support Engineer for OEM’sStandard and Enhanced
  • 12. Copyright © 2013 Rockwell Automation, Inc. All Rights Reserved. 12AgendaData Collection and ReportingReal Time AlarmingSimple and Secure ConnectivityVirtual Support Engineer OverviewMeeting the Needs of OEMs and System IntegratorsScalability
  • 13. Copyright © 2013 Rockwell Automation, Inc. All Rights Reserved.Simple ArchitectureInternetDMZCommunicationServerDatabaseServerCollected DataApplicationServerManagementAlarms,Notificationsand reportsSite Server (VSE) Windows 2003Runs periodic script to collect dataReceives SNMP traps for alarmsSwitchWS-C3550-24InternetService CenterSiteProxy ServerPlano10.52.32.5:8000Firewall – all ports blockedexcept outbound 443InternetConnectionvia ISPVirtual Support Engineer onEnd Users Network or OEMpiece of equipmentService Center13
  • 14. Copyright © 2013 Rockwell Automation, Inc. All Rights Reserved.Secure ConnectivityVirtual Support EngineerAllowed: Connection initiated by RemoteSupport Solutions Virtual Support EngineerBlocked: Connection initiatedby inbound attempts.Rockwell Service CenterTypical firewall configurations:• Allow outbound HTTP and HTTPS connections• Web browsing relies on typical rules• Blocks inbound connections to most computersConnectivity:• Secure tunneling technology (Virtual Support Engineer)preserves and extends security at customer locations• Bi-directional communications• Does not compromise customer firewalls• No VPN to configure and maintain• Supports TCP/IP sockets and serial connectivity14
  • 15. Copyright © 2013 Rockwell Automation, Inc. All Rights Reserved.Virtual Support EngineerConnection Services Connection Services No capital investment Managed by Rockwell Automation Easy to deploy Global reach Can pace with technology changes Security Outbound only (Port 443, Port 80) Secure Socket Layer (SSL) UI Encryption NSA accepted certificate authentication User authentication and access control Local end-user access control Multiple user selectable port blocking strategies15
  • 16. Copyright © 2013 Rockwell Automation, Inc. All Rights Reserved.Additional Security LayersSecurity Layer Security measuresService Center user security Unique login for each engineer, user groups and roles can be created.Factory Floor Network SecurityUse managed switches with VLANs to ensure security and high availability and routers/firewalls to control access to corporate networks and the internet. *Windows Servers /Clients at SiteRockwell Automation recommends Windows Active Directory (Domain) security to control access to all Windows servers, workstations and clients.Virtual Support Engineer Local SecurityFurther refine access levels granted at Service Center level – create username and password locally, create user roles and groups.Controller Security at  SiteLimit physical access to the processors, set the key switches to Run and secure keys for authorised access only. Use Logix processor security and control access to workstations running Logix5000™ programming software with FactoryTalk® Security and Windows Active Directory security.16
  • 17. Copyright © 2013 Rockwell Automation, Inc. All Rights Reserved. 17AgendaData Collection and ReportingReal Time AlarmingSimple and Secure ConnectivityVirtual Support Engineer OverviewMeeting the Needs of OEMs and System IntegratorsScalability
  • 18. Copyright © 2013 Rockwell Automation, Inc. All Rights Reserved.Real-Time AlarmingControl System Alarms Configure multiple alarm categories System health alarms (CPU, Memory, etc…) Stay informed on critical systemparameters View systems status fromanywhere Detailed notification with tagvalue by email, SMS, FTP, SNMP Create a proactive service model18
  • 19. Copyright © 2013 Rockwell Automation, Inc. All Rights Reserved. 19What to Do with Alarming... Reactive alarms Alarm when a motor fails Be notified when a CPU crashes Know when an interlock is tripped Proactive alarms – call to action Track the consumables on the machineand alarm when it’s time to reorder Monitor the cycle counts on the machineand determine when to schedule preventive maintenance Inform your customer of problems, not the other way around Alarm when temperatures go out of certain bandwidths Be notified when a computer’s memory is 80% full
  • 20. Copyright © 2013 Rockwell Automation, Inc. All Rights Reserved. 20AgendaData Collection and ReportingReal Time AlarmingSimple and Secure ConnectivityVirtual Support Engineer OverviewMeeting the Needs of OEMs and System IntegratorsScalability
  • 21. Copyright © 2013 Rockwell Automation, Inc. All Rights Reserved.Data Collection and Reporting21 Enables predictivemaintenance Verify validity of warrantyrequests Discoverefficiencies/defects ofsystem design across alldeployments Troubleshooting Establish audit trail
  • 22. Copyright © 2013 Rockwell Automation, Inc. All Rights Reserved.Dashboards Standard allows you to access Dashboards via your mobile device Both Standard and Enhanced offerings display a variety of data usingbuilt-in dashboards22
  • 23. Copyright © 2013 Rockwell Automation, Inc. All Rights Reserved.Data Collection and Reporting23 Aggregate data from your Virtual Support Engineers Keep a history of thousands of data points Keep data locally or share with enterprise software Automate sending data to the enterprise Advantage Enables predictive maintenance Verify validity of warranty request Discover system efficiencies/defects Troubleshooting Establish audit trail
  • 24. Copyright © 2013 Rockwell Automation, Inc. All Rights Reserved. 24AgendaData Collection and ReportingReal Time AlarmingSimple and Secure ConnectivityVirtual Support Engineer OverviewMeeting the Needs of OEMs and System IntegratorsScalability
  • 25. Copyright © 2013 Rockwell Automation, Inc. All Rights Reserved. 25Scalable SolutionStandard and Enhanced Remote Access and Alarming Virtual Support Engineer Secure Connectivity Ability to remotely connect to your assets Remotely program machines Receive alarms on critical tags Custom alarm profiles Analytics on all assets TechConnect for Resale Product or System support transferred to end-user Remote Application Support & Virtual Support Engineer Alarms delivered to Rockwell Automation Application Engineers Designated engineers assigned to OEM account Guaranteed response times
  • 26. Copyright © 2013 Rockwell Automation, Inc. All Rights Reserved.Virtual Support EngineerKey Differentiators OEM Kit 9300-USBEL – USB to Ethernet adapter and flash drive Technical Reference Library– Knowledgebase and Literature Library DVD Virtual Support Engineer Hardware Scalable Solutions Standard and Enhanced Flexible payment options Security Best mix of security and price commercially available! Outbound communication through your firewall only Local access control Remote Access & Alarming Standard ability to remote access and edityour programs using native software Robust reporting Support 24x7x365 support Local time/language support Electronic support tools OEM Application Support option26
  • 27. Copyright © 2013 Rockwell Automation, Inc. All Rights Reserved.Rev 5058-CO900DQuestions?
  • 28. Copyright © 2013 Rockwell Automation, Inc. All Rights Reserved.Rev 5058-CO900DThank you for participating!Please remember to tidy up your work area for the next session.We want your feedback! Please complete the session survey!

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