eps Network Services ASP Certificate

Transcription

1 08/2006 ASP Certificate eps Network Services ASP Certificate Description of Performance Valid for Software Software Version eps Network Services 4.2 eps Network Services, Description of Performance (LB) 08/2006 Edition 1

2 ASP Certificate 08/2006 Contents 1 General Information Scope of Service Service Level Agreement Description of Functions Overview of Functions Organization-related services Machine-related services eps Network Services, Description of Performance (LB) 08/2006 Edition

3 08/2006 ASP Certificate 1 General Information Purpose This document, the Description of Performance, describes the hosting service of Siemens AG. The Description of Performance is an annex to the ASP Certificate and subsequent individual orders between the customer and Siemens AG. Siemens is authorized to change this Description of Performance in accordance with the General Conditions for Application Service Providing (ASP) of Siemens AG, Automation and Drives. Provisions deviating from those in this ASP Certificate must be made in writing. eps Network Services, Description of Performance (LB) 08/2006 Edition 3

4 ASP Certificate 08/ Scope of Service Customer care and invoicing Customer care Customer care is effected through the Technical Support of the Automation and Drives group of Siemens AG. The Technical Support of the Automation and Drives group of Siemens AG is the customer s sole contact in the case of problems and questions relating to the product. Our employees are available to answer questions on invoicing during regular business hours (CET). Siemens monitors the performance of the service in accordance with the Service Level Agreement (SLA) If the customer detects a problem, it must reported to the Technical Support of the Automation and Drives group of Siemens AG. Technical Support will immediately create a service request, notify the customer of the number of the service request for subsequent contacts, and initiate fault rectification. The customer can obtain information about the current status of processing during the standard business hours of Technical Support. You can contact Technical Support on: Phone: ++49 (0) Fax: ++49 (0) ad.support@siemens.com Internet: FAQ Also use the support application under contact via the above Internet link. 4 eps Network Services, Description of Performance (LB) 08/2006 Edition

5 08/2006 ASP Certificate Service management Data backup Basic service management: Technical Support business hours: Monday to Friday, except for legal holidays, 8:00 17:00 Reaction time to a call: within 8 working hours Start of processing after the reaction time: no later than on the next working day Performing updates and patches according to expenditure Data backup, restoration according to expenditure (see data backup) No external storage of tapes Data backup: The customer data are backed up on magnetic tape so that the data can be restored in case of loss or damage to data. Backup is performed according to a standard schedule and at regular intervals (see dates below). After completion of the services, the data backup tapes are re-used and not made available to the customer. Deadlines: Data backup is performed between the hours of 23:00 and 05:00 CET. A full backup is performed once a week. On the other 6 days only an incremental backup is performed. The magnetic tapes with the incremental backups and the last complete backup are kept locally in the computer center and re-used after the next full backup. After data backup has been performed for a month, only one complete backup is retained and the tapes of the other 3 (or 4) backups are re-used. The monthly backups are retained for 3 months, then these tapes are also re-used. Restoring data: A customer can request the restoration of single files from the backup tapes. Restoration can be ordered from Technical Support by phone or . The restoration of data can only be ordered via Technical Support within Technical Support s business hours (see Service management above). Start of processing after ordering: no later than on the next working day. eps Network Services, Description of Performance (LB) 08/2006 Edition 5

6 ASP Certificate 08/2006 The actual time required until restoration is completed depends on the consequences of deletion and on the volume of data to be restored. Requests for restoration are invoiced per event according to expenditure at the current rates. The minimum expenditure per event is one hour. Security Firewall: To the extent that is possible with reasonable economic and technical effort, Siemens shall ensure that unauthorized access to the customer s data are prevented using firewalls. The firewalls are examined for attacks and attempts of tampering. Where necessary, suitable countermeasures will be taken. These are not described here for security reasons. Virus scanning: To the extent that is possible with reasonable economic and technical effort, Siemens shall ensure that the transfer of noxious code (especially, viruses, Trojans, etc.) is prevented using virus scanners. The virus signatures are updated automatically as soon as they become available from the vendor of the product used. This statement does not apply to eps Network Services ep Access for technical reasons. SSL encryption: The entire inward and outward flow of data to the eps Network Servers of Siemens AG is coded via forced 128-bit SSL encryption. Please observe any country-specific restrictions in the use of cryptographic technologies. Network link IP link to the backbone: The necessary maintenance work for importing new software versions and security patches is performed after prior announcement. The speed of the Ethernet interfaces is 100 Mbps. The eps Network Servers of Siemens AG are connected to the backbone with a bandwidth of up to 2 Mbps. 6 eps Network Services, Description of Performance (LB) 08/2006 Edition

7 08/2006 ASP Certificate 3 Service Level Agreement Provision of services The eps Network Services are provided in accordance with this Service Level Agreement. Siemens coordinates the provision of the services with the customer s contact. The customer is obligated to cooperate to the necessary degree. Siemens shall communicate to the customer the user IDs and passwords required to use the services for passing on to the authorized users by . SMS transmission Siemens uses the telecommunications infrastructure of external network operators for sending SMS s. Siemens protects delivery of the messages to the network operator but not from the operator to the recipient. If an SMS is undeliverable, notification will be by . Siemens reserves the right to change the network operator at any time. Standard time window for maintenance Declarations Maintenance work: The necessary maintenance work for importing new software versions and security patches is performed after prior announcement. The period of notice is usually 2 working days. In the case of security patches, this period does not need to be complied with. The standard time window for maintenance is usually up to 2 hours per month. System downtimes due to maintenance work are not included in the system down times. Item Warranted Measurement [unit] value Processing time on order 5 max. Working days Reaction time on detection of faults 8 max. Hours Service availability 97.5 min. % availability per month Note: The availability of the IP network links is measured over calendar months. Downtime due to routine maintenance is not taken into account. eps Network Services, Description of Performance (LB) 08/2006 Edition 7

8 ASP Certificate 08/ Description of Functions Overview The eps Network Services support machine tool manufacturers and manufacturing companies with maintenance and services. This is done using software services that are available both on the CNC machine and on the PC. This requires both a control on the CNC machine that complies with the specifications and Internet access. Condition Monitoring Services: Circularity test Equability axis test Universal axis test Load monitor Measurement and documentation of the current machine status on the basis of predefined, standardized tests and continuous recording of status parameters (traverse path, traverse time and traverse operations for one axis). The test parameters can be defined centrally and configured with appropriate warning limits. Using series of measurements, it is also possible to identify trends and apply them as a basis for optimizing maintenance and service activities. The machine operator can then carry out these predefined tests quickly and easily and without additional test equipment. Ticket Services: Processing and administration of service cases Request support Assign service case to servicing engineer Service case history Planning of maintenance activities When a fault occurs, the machine operator can request support from the service organization by activating the "Request fault processing" function. When this type of request is made, fault-relevant data from the control system, such as the NC monitor and HMI action log and any other user-specific files, can be transferred from the file system on the control to the eps Network servers. When the machine operator contacts the service engineer by telephone, the engineer can also set up a service case. An exact description of the fault gives the manufacturer's service organization or end customer the chance to react quickly to the request. eps Network Services can be used to assign the service case to a service engineer and to prepare a service report. 8 eps Network Services, Description of Performance (LB) 08/2006 Edition

9 08/2006 ASP Certificate The integrated service case history of individual machines enables the service organization to gain an overview of previously recorded faults and, in the event of new ones, to refer back to solutions which have been applied and documented in the past. The ticket services function is an additional tool for planning, monitoring and documenting maintenance activities on the machine. The planning of condition monitors plays a particularly important role for this service. The ticket services can be used to plan the timing and content of condition monitors and to monitor how they are processed. Should it be necessary to perform other operations before a condition monitor is created, the operator can access detailed instructions (also available in graphic form in file attachments). Notification Services: Alarm notification Automatically via SMS Automatically via Automatically by means of trouble tickets The service engineer can configure certain alarms according to alarm number, alarm group or alarm category, such as PLC or NCK alarms. When these alarms are generated, the service engineer (and possibly other specified personnel) can be notified by SMS, or by means of the trouble ticket system. When trouble tickets are generated, it is possible to load additional information (control monitors and any desired files) from the machine to the eps Network server. It is not necessary to access the machine in order to configure alarms. Control Monitor Services: Support for fault diagnostics Alarm monitor HMI action log NC monitor PLC monitor Data comparisons Transfer eps settings Robust operation The service organization can choose from a range of powerful tools for fault diagnostics support the alarm monitor which records the alarm event and enters it in the machine's event list, the HMI action log, the NC monitor and the PLC monitor, which begin recording data about the control system status as soon as a particular trigger event occurs. These status data are saved to the eps Network servers and can be accessed at any time for fault analysis or comparison purposes. PLC data blocks can also be saved cyclically to the eps Network servers and exported. The HMI action log records a log of operational sequences, e.g. key inputs. The NC monitor acquires particular NC status data and machine data. The PLC monitor allows the service engineer to obtain information about I/Os and system variables from the PLC program from data sources on the PLC such as counters, timers, memories, etc. eps Network Services, Description of Performance (LB) 08/2006 Edition 9

10 ASP Certificate 08/2006 This information from the PLC refers to the time period preceding the trigger events. The service engineer can be informed about the occurrence of trigger events by means of the alarm notification function (see 'Alarm notification' above). The service engineer can also transfer the configurations of an existing machine to another machine. Data Services: Back up, restore and compare archives with control data The data services enable the user to create NC and PLC archives so that the machine-specific settings can be restored if data are lost or hardware components are replaced. The archives are stored on the eps Network servers from where they can be downloaded back to the control system. As part of the fault diagnostics process, eps Network Services provide the option of comparing the data on the machine with the data in the archives. Remote Access Services: Teleservice Chat Remote control Teleconference link Data transfer Session recording Remote printing Video Remote access to the control device via a safe Internet infrastructure. This service permits remote access to the control. Administration Services: Machine and user management Machine and location names Cooperation areas User roles The machine administration function can be used by authorized administrators to set up machines and to assign and modify machine and location names. The machines of one organization can be shared with other organizations for joint processing in cooperation areas. This function allows the implementation of partnership service networks between machine manufacturers, users and external specialists. The control over a machine always remains with the organization for which it was set up originally. This organization decides which other organizations may have access to the data of a particular machine. The user management system offers administrators a range of functions, such as the ability to create users, change their names and assign new passwords for them. This system can also be used to assign one of the following roles to a user: Administrator, service engineer or machine operator. In other words, users registered with the system have access only to those program functions which are permanently assigned to particular user roles. 10 eps Network Services, Description of Performance (LB) 08/2006 Edition

11 08/2006 ASP Certificate 5 Overview of Functions 5.1 Organization-related services The following user roles exist with different rights: Administrator (Admin), Service Engineer (SE), Run-off Engineer (RE) and Machine Operator (MO) (For more details, see Function Manual) Functions AS SE RE Admin Administration Services: Create machines and users Define user roles Download use statistics Download security patches Release machines Address administration Use machine-related services Administering machine-related services Note: The user statistics are only available to the administrator who has been communicated as the registered administrator at eps & RTS. 5.2 Machine-related services Functions Condition Monitoring Services: Continuous acquisition of the machine state Performance tests (KFT, GLT, UAT) NC monitor PLC monitor Measuring series Test series Test automation with prolog/epilog ep- Performance ep-dynamic ep-access eps Network Services, Description of Performance (LB) 08/2006 Edition 11

12 ASP Certificate 08/2006 Functions Control Monitoring Services: Event-controlled recording of data Prepare control monitors from triggers and actions ep- Performance ep-dynamic Define trigger events Save diagnostics information (traces, files upload) Use event history ep-access Workflow Services: Control of processes in service and maintenance Set up maintenance schedules and orders Use service case history Assign service case to servicing engineer Set up notification Data Services: Back up, restore, compare archives with control system data Remote Access Services: Teleservice Chat Remote control Teleconference link Data transfer Session recording Remote printing Video 12 eps Network Services, Description of Performance (LB) 08/2006 Edition