Virtual Support Engineer Remote Access and Monitoring Solutions for OEMs & System Integrators

Virtual Support Engineer Remote Access and Monitoring Solutions for OEMs & System Integrators Rev 5058-CO900C

Virtual Support Engineer Simple and Secure Connectivity Real-time Alarming Data Collection & Reporting Scalable, Cost Effective Solution Monitor and manage your equipment from anywhere in the world 2

Agenda Meeting Your Needs Virtual Support Engineer Overview Simple and Secure Connectivity Real Time Alarming Data Collection and Reporting Scalability 3

The Cost to Visit a Customer to Resolve an Issue (estimate) Plane trip from Cleveland to Los Angeles on short notice Rental Car/Taxi Two nights hotels @ $150 per night Food and expenses for 2-3 days Parking and Misc. Overtime $1,100 USD $ 100 USD $ 300 USD $ 100 USD $ 100 USD $ 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 4

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 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 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

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 themtasks and Discovering decreasing end-customer Mean Time To technical Repairissues 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

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 10

Virtual Support Engineer Simple and Secure Connectivity Real-time Alarming Data Collection & Reporting Scalable, Cost Effective Solution Monitor and manage your equipment from anywhere in the world 11

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 12

Simple Architecture Switch WS-C3550-24 Virtual Site Support Server Engineer (VSE) Windows on 2003 End Users Runs Network periodic or script OEM to collect data piece Receives of equipment SNMP traps for alarms DSL Modem and Proxy Server Firewall all ports blocked except outbound 443 Site Proxy Server Internet Connection Plano via ISP 10.52.32.5:8000 Communication Server Database Server Collected Data Internet DMZ Application Server Management Alarms, Notifications and reports Service Center

Secured Connections Firewall Configuration TCP/IP port 80 443 15 Request Website images from www.cnn.com 6 4 Secured Connection to Service Center 2 Service Center cnn.com 3 Outbound Connection Inbound Connection Acknowledgement Packet 14

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 15

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 16 16

Remote Access Support Workflow VSE Interface End-customer approves remote access 17

Audit Trails that Meet NERC Requirements Virtual Support Engineer Interface 18

Additional Security Layers Security Layer Service Center user security Factory Floor Network Security Windows Servers /Clients at Site VSE Local Security Controller Security at Site Security measures 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 centerlevel, for example enable local approval for each remote access request. VSE security can be backed up and restored for disaster recovery. Limit physical access to the processors, set the key switches to Run and secure keys for authorised access only. Use Logixprocessor security and control access to workstations running Logix5000 programming software with FactoryTalk Security and Windows Active Directory security.

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 20

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 AIOs make it easy to configure alarmed tags Infrastructure health Network switch alarms Send alarms as a email or a text message! 21

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 22

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 23

Data Collection and Reporting Prebuilt reports and dashboards for your insight Flexibility to create custom reports 24

MyDashboard Consolidate your reports into one meaningful view 25

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 26

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 27

Remote Access Comparisons Connection type Speed Security Virtual Support Engineer Fast Good Firewall Setup Standard No change Managed by IT IT Burden Unmanned operation 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 28

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

Virtual Support Engineer Remote Access and Monitoring Solutions for OEMs & System Integrators Follow ROKAutomation on Facebook & Twitter. Connect with us on LinkedIn. www.rockwellautomation.com Rev 5058-CO900C