Virtual Support Engineer

Transcription

1 Virtual Support Engineer Remote Access and Monitoring Solutions for OEMs & System Integrators Rev 5058-CO900C Copyright 2012 Rockwell Automation, Inc. All rights reserved.

2 Copyright 2012 Rockwell Automation, Inc. All rights reserved. 2 Agenda Meeting Your Needs Virtual Support Engineer Overview Simple and Secure Connectivity Real Time Alarming Data Collection and Reporting Scalability

3 Copyright 2012 Rockwell Automation, Inc. All rights reserved. 3 OEMs Under Pressure Original equipment manufacturers and machine builders are developing strategies to drive revenue from post-sale support 50% of surveyed OEMs indicated significant customer pressure to provide faster, lower-cost post-sale service

4 Copyright 2012 Rockwell Automation, Inc. All rights reserved. 4 The Cost to Visit a Customer to Resolve an Issue (Estimate) Plane trip from Cleveland to $1,100 USD Los Angeles on short notice Rental Car/Taxi $ 100 USD Two nights $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 measure It s the soft costs that are hard to put a price tag on

5 Copyright 2012 Rockwell Automation, Inc. All rights reserved. 5 Top Five Service & Support Axioms 1. 50% - 70% of all calls are self inflicted by customers 2. Troubleshooting calls should start with checking the configuration 3. Most troubleshooting calls start with: 1. Collection of (all the) Log Files 2. Running (all the) traces 3. Running (all the) diagnostic ( support ) commands, and 4. Parsing key information from: the log files, and output of traces & commands. 4. Customers don t collect all the data 5. Adding automation enables lower skilled personnel to properly execute the complete series of complex steps and get clear readable analyses in their local language

6 Our Mission is to Help You Your Support Costs Your Support Revenues Your Asset Uptime Fewer calls Shorter resolution time Increased first call resolution Fewer field dispatches Increased renewal rates Premium service contracts Up-sell opportunities New products and services Improved SLA compliance Increased customer satisfaction Our mission is to improve the performance of our customers service organizations via automated, proactive, remote product service Copyright 2012 Rockwell Automation, Inc. All rights reserved. 6

7 Copyright 2012 Rockwell Automation, Inc. All rights reserved. 7 Agenda Meeting the Needs of OEMs and System Integrators Virtual Support Engineer Overview Simple and Secure Connectivity Real Time Alarming Data Collection and Reporting Scalability

8 Copyright 2012 Rockwell Automation, Inc. All rights reserved. 8 Wouldn t it be Great to Have Your Best Support Engineer at Every Site? Alerting Collecting Detecting Distributing Fixing Monitoring Preventing Reporting Providing automated collection of data for reporting and Predicting premium customer services technical sales issues, enabling Automating your customer routine manual to prevent support them tasks and Discovering decreasing end-customer Mean Time To technical Repair issues before the customer does The Virtual Support Engineer is the equivalent of staffing your best support engineer at every end-customer site on a 24x7x365 basis

9 Copyright 2012 Rockwell Automation, Inc. All rights reserved. 9 Virtual Support Engineer Simple and Secure Connectivity OEM can connect to their machine from any Internet connection Secure Socket Layer No inbound packet transfer Real-time Alarming Alarms delivered via or text message Alarms can go to the OEM/SI, their customer or a Rockwell Automation Remote Applications Engineer Data Collection & Reporting Scalable, Cost Effective Solution Small footprint, din rail mounted Remotely configurable Application embedded Help

10 Copyright 2012 Rockwell Automation, Inc. All rights reserved. 10 Virtual Support Engineer Virtual Support Engineer Software Agent installed running on Windows based machine Configured 200R Rockwell Industrial Computer Small footprint Din rail mountable Remotely configurable Single part number for computer, software, set-up and configuration assistance and first year maintenance

11 Copyright 2012 Rockwell Automation, Inc. All rights reserved. Virtual Support Engineer Key Differentiators Outbound communication through the customer firewall only No need for end customer to allow inbound access Not a VPN End user customers can be given rights to grant access Best mix of security and price commercially available! Standard ability to remote access and edit your programs remotely No additional Rockwell Software required on your machine Other solutions either can t do this or use a VPN Rockwell Automation Monitors Virtual Support Engineer health and reacts if the connection is lost Pushes required updates and patches Backs up configurations for fast redeployment GUI interface developed for service center Quick mapping of alarms from any OPC device 24x7 support from Rockwell Automation TechConnect Support team

12 Copyright 2012 Rockwell Automation, Inc. All rights reserved. 12 Agenda Meeting the Needs of OEMs and System Integrators Virtual Support Engineer Overview Simple and Secure Connectivity Real Time Alarming Data Collection and Reporting Scalability

13 Copyright 2012 Rockwell Automation, Inc. All rights reserved. Simple Architecture Virtual Support Engineer on End Users Network or OEM piece of equipment DSL Modem and Proxy Server Firewall all ports blocked except outbound 443 Internet Connection via ISP

14 Secured Connections Firewall Configuration TCP/IP port Request Website images from Secured Connection to Service Center 2 Service Center cnn.com 3 Outbound Connection Inbound Connection Acknowledgement Packet Copyright 2012 Rockwell Automation, Inc. All rights reserved. 14

15 Copyright 2012 Rockwell Automation, Inc. All rights reserved. 15 Secure Connectivity Blocked: Connection initiated by inbound attempts. Virtual Support Engineer Rockwell Service Center Typical firewall configurations: Allow outbound HTTP and HTTPS connections Web browsing relies on typical rules Blocks inbound connections to most computers Allowed: Connection initiated by Remote Support Solutions Virtual Support Engineer Connectivity: 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, serial and Telnet connectivity

16 Copyright 2012 Rockwell Automation, Inc. All rights reserved. NSA Security & Control at the Virtual Support Engineer Every action can be approved or denied by the Site Administrator Customer Site Application Prepaid Only Rules Approved by Site are installed. Each System s passwords can be set and managed locally by the Site Administrator. Site Administrator can control the data flow Database DAC Telepath Server Network Device SMSC Site Server Audit Trail Internet Other Site Administrator can control the data collection username / password Authentication for access by Site Administrator Firewall remains intact. Only Port 443 used

17 Copyright 2012 Rockwell Automation, Inc. All rights reserved. 17 Audit Trails that Meet NERC Requirements Virtual Support Engineer Interface

18 Copyright 2012 Rockwell Automation, Inc. All rights reserved Security Measures Virtual Support Engineer provides the following measures to ensure security: Utilize customer standard firewalls (or custom firewalls for direct connections) to protect devices from public access Enables customer to set level of access to specific devices and information Logs all remote sessions Allows customer to designate which information can be transmitted out of facility Encrypts data using Secure Socket Layer (SSL) protocol to prevent interception

19 Copyright 2012 Rockwell Automation, Inc. All rights reserved. 19 Additional Security Layers Security Layer Security measures Service Center user security Factory floor Network security Windows servers /clients at site VSE Local security Unique login for each engineer, access control for each remote site administered by Rockwell Automation Use managed switches with VLANs to ensure security and high availability and routers/firewalls to control access to corporate networks and the internet. * Rockwell Automation recommends Windows Active Directory (Domain) security to control access to all Windows servers, workstations and clients. Further refine access levels granted at Service center level, for example enable local approval for each remote access request. VSE security can be backed up and restored for disaster recovery. Controller security at site Limit 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.

20 Copyright 2012 Rockwell Automation, Inc. All rights reserved. 20 Agenda Meeting the Needs of OEMs and System Integrators Virtual Support Engineer Overview Simple and Secure Connectivity Real Time Alarming Data Collection and Reporting Scalability

21 Real-Time Alarming Control System or Network Alarms Configure multiple alarm categories (Info, Warning, Error, Critical) System health alarms (CPU, Memory, etc ) Up to 100 Logix tags Programmable GUI Interface on Service Center Infrastructure health Network switch alarms Send alarms as a or a text message! Copyright 2012 Rockwell Automation, Inc. All rights reserved. Copyright 2012 Rockwell Automation, Inc. All rights reserved.

22 Copyright 2012 Rockwell Automation, Inc. All rights reserved. 22 What 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 machine and alarm when it s time to reorder Monitor the cycle counts on the machine and determine when to schedule preventive maintenance Alarm when temperatures go out of certain bandwidths Be notified when a computer s memory is 80% full

23 Copyright 2012 Rockwell Automation, Inc. All rights reserved. 23 Agenda Meeting the Needs of OEMs and System Integrators Virtual Support Engineer Overview Simple and Secure Connectivity Real Time Alarming Data Collection and Reporting Scalability

24 Copyright 2012 Rockwell Automation, Inc. All rights reserved. 24 Data Collection and Reporting Prebuilt reports and dashboards for your insight Flexibility to create custom reports

25 Copyright 2012 Rockwell Automation, Inc. All rights reserved. 25 MyDashboard Consolidate your reports into one meaningful view

26 Copyright 2012 Rockwell Automation, Inc. All rights reserved. 26 Agenda Meeting the Needs of OEMs and System Integrators Virtual Support Engineer Overview Simple and Secure Connectivity Real Time Alarming Data Collection and Reporting Scalability

27 Copyright 2012 Rockwell Automation, Inc. All rights reserved. 27 Scalable Solution Remote Access Virtual Support Engineer Connection to Service Center Ability to remotely connect to your assets Remotely program machines Remote Access and Alarming Receive alarms on critical tags (up to 100) Analytics on all assets Application Support Alarms delivered to Rockwell Automation Application Engineers Designated engineers assigned to your account Guaranteed response times

28 Copyright 2012 Rockwell Automation, Inc. All rights reserved. 28 Remote Access Comparisons Connection type Speed Security Firewall Setup Managed by IT IT Burden Unmanned operation Virtual Support Engineer Fast Good Standard No change Yes Minimal Yes CISCO Deluxe Good Excellent Yes Yes Heavy Yes Hosted VPN Fast Good Standard VPN Fast Good Custom at each site Custom at each site Yes Medium Yes Yes Heavy Yes ADSL/DSL Fast High risk N/A No N/A Yes Cellular/ Landline Modem Slow Good N/A No N/A Yes Webex Fast Good User web access needed Yes Minimal No

29 Copyright 2012 Rockwell Automation, Inc. All rights reserved. Rockwell Automation Virtual Support Engineer Key Differentiators Outbound communication through your firewall only Best mix of security and price commercially available! Standard ability to remote access and edit your programs GUI interface developed for service center 24x7 support from Rockwell Automation TechConnect Support team

30 Copyright 2012 Rockwell Automation, Inc. All rights reserved. Virtual Support Engineer Demonstration Connecting to a running system inside the Rockwell Automation Firewall

31 Virtual Support Engineer Remote Access and Monitoring Solutions for OEMs & System Integrators Follow ROKAutomation on Facebook & Twitter. Connect with us on LinkedIn. Rev 5058-CO900C Copyright 2012 Rockwell Automation, Inc. All rights reserved.