Secure Remote Support

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Secure Remote Support

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Monitor, Manage, Configure remote assets

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Cloud Based Data Collection

Tom Peshek Program Manager

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Remote Monitoring and Diagnostics

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Cost of Downtime

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$20B = cost of unscheduled down time

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89% of Unplanned Downtime is completely

random, unpredictable and unpreventable

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8% is spent figuring out if there is a real

problem,

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21% is spent diagnosing the problem,

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47% is spent scrambling to get the resources

to fix the problem.

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That’s 76% of the time before the fixing even

starts!

Rockwell Automation’s Remote Monitoring and Diagnosics can

help resolve issues faster, eliminate unneeded maintenance

activity and get customers back up and running faster!

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Take Control of Downtime

How we help customers:



Improve performance and optimize maintenance through analysis of

collected performance data

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Avoid unplanned down time by recommending actions to respond to

equipment warnings proactively

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Troubleshoot and get back up and running quickly with proven

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Customer Value

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Reduce total cost of downtime

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Highly-skilled engineers respond quickly to an unplanned downtime

event and savings are realized by a fast, organized response. In

most cases even the problem resolution can be identified in less

time than it takes for a typical internal response.

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Internal response times typically run between 30 – 60 minutes

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Large investment in time prior to seeking outside help

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Dramatic reduction in duration of unplanned downtime

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Prevent downtime

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Warnings are passed to engineers who can analyze and provide

recommendations to prevent an unplanned downtime event

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The Modern Enterprise

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The Modern Enterprise

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Integrated Architecture

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Technology Convergence

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Automation and IT Technology

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Global Enterprise

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Global Partners

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Modern Issues

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Aging Infrastructure / Workforce

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Control System Complexity

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Competency

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Connectivity

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Heightened Security

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Disruptive Innovations

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How are commercial technologies becoming part of the solution?

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Secure Remote Connectivity

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Cloud Computing

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Virtualization

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Mobility

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The Rockwell Automation Solution

Connecting to the Enterprise

• Secure Remote Access • Asset Health / Process

Monitoring • Alarm Diagnostics • Alarm Notification • Asset Status • Data Visualization • Data Aggregation • Reporting / Trending • Mobile Access to Data

• Virtual Support Engineer • RA / Cisco Reference

Architecture Compliant • RA Cloud

• Virtualization • Global Presence

• Infrastructure and Control System Expertise • Technology Convergence • Responsiveness

People

Technology

Remote

Access &

Monitoring

Information

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Rockwell Automation Differentiation

Our People

 Understanding of manufacturing and IT environments with customer-specific knowledge

 Global infrastructure

 Multiple Certified Remote Support Centers Staffed by Rockwell Automation Engineers Providing Follow-the-Sun, 24x7 Support with over 350 Engineers in over 20 Languages  24x7x365 Remote Monitoring and Support

 Network engineers in field that can be leveraged for onsite needs  Multi-language remote support capabilities

Technologies

 Virtual Support Engineer - Secure Remote Access and Monitoring

 RA Cloud -Data Collection, Aggregation, Visualization, Notification, Trending and Reporting  Virtualization – Industrial Data Center for a complete turnkey solution for the plant

floor

Our Partners

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Secure Remote Access

Virtual Support Engineer

Virtual Support Engineer:

Continuously polling the Comm Server from inside firewall

using HTTPS on Port 443 to 2-3 specific IP addresses.

– Data is compressed, encapsulated, encrypted

– No possibility of VPN bleed or fake connections

– A secure multipurpose tunnel to customer sites

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Remote Access that meets Rockwell / CISCO

Reference Architecture

11 Production Control Workstation Virtual Support Engineer: - Monitor /Alarm - Remote Access - Maintenance Tools Optimizing Control Virtual Support Engineer - Remote Desktop Gateway Domain Controller Firewall

Site Business Network Enterprise Network Router

Enterprise

Security

Zone

Email, Intranet, shared drives, etc

web Email TCP/IP

Firewall Rules

Access Control

Lists (ACLs)

• Secure Remote Access

through the Enterprise Zone

• Authenticated access to the

VSE in the IDMZ

• Tight VNC access to the VSE

terminal

• All Alarm Management and

access is maintained within

the Manufacturing Zone

Manufacturing

Security

Zone

DMZ

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Remote Monitoring & Diagnostics

Rockwell Automation

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RA Cloud

Access to Information

13 Firewall Machine #3 Big Data A cloud agent enabled hardware is deployed at the

remote site _E-mail

notifications

Firewall Firewall

Machine #2 Machine #1

Use the RA cloud infrastructure to monitor all machines

Benefits

Aggregate Machine Data

• Performance Dashboards • Alarm Diagnostics

• Alarm Notification • Current Machine Status • Historical Trends

Data Accessibility

• Secure Internet Access • Mobile Devices

Remote Services and Support

• Application Support

• Remote Monitoring Services

Dashboards / Reports Reusable for each machine

Only sends information out

Does not allow remote access

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Remote Monitoring Assets

15 0 200 400 600 800 1000 1200 1400 1600 1800 2000 2007 2008 2009 2010 2011 2012 2013 OEM Remote Access OEM Assets MV/LV Drives Automation Systems Network Infrastructure

Remote Monitoring Assets

Network Infrastructure Automation Systems MV/LV Drives OEM Assets OEM Remote Access

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Atlas Copco Mafi-Trench Company

Cloud based plant and equipment performance monitoring

Cloud Monitoring was our logical step to handle torrential machine data from this plant.

• Business result 1

• Achieved scalable cost-effective real-time plant and

equipment performance monitoring to prove SLA

compliance.

• Business result 2

• Collected machine data is backed up in cloud storage

for compliance and R&D.

• Business result 3

• Cloud analytics encapsulated ACMTCs knowledge for

use in future sales and machine design.

• Business challenge

• Remotely monitor plant and machine

performance and backup data.

• Current Status Quo

• Expensive on premise solutions.

• Environmental / Economic Challenges

• Strict Canadian regulations

• Proactively react to abnormal situations

that would affect performance.

• Solution delivery/execution description

• Installed in 2 hours with zero downtime,

running since Oct 2012.

• Technology solution description

• Cloud Agent technology was integrated to

existing FTHSE data collection, BI/analytics

tools on top of Big data.

• Support plan description

• Resilient and scalable cloud infrastructure.

RESUL

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DELIVERED SOLUTION

CUSTOMER CHALLENGES

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Customer Example

Large Food Manufacturer

DELIVERED SOLUTION

CHALLENGES

• Rockwell Automation Remote Support delivered Virtual

Support Engineers to 52 plants in North America

• Set up monitoring of over 400 switches

• Developed alarm profiles to monitor 8 key parameters in

every switch

• Respond with a 10 minute SLA to any alarm received • Customer proactively contacts Rockwell Automation to

assign IP addresses and open/close ports

• Coupled service with Cisco SmartNet agreement to

supply parts and replacements

• Customer saw significant improvement in uptime and decrease in

downtime events

• Better management of network

• Expanded service to cover additional control system components

and non Rockwell equipment

RESUL

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• Moved to Managed Switches and Ethernet on

the Plant Floor

• IT brought their traditional IT support provider –

who supported the office space - along to support the plant floor side

• Support provided did not respond with the

speed that the production side of the business required

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Customer Example

State Owned and Operated Draw Bridges

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DELIVERED SOLUTION

CHALLENGES

• Rockwell Automation Services delivered a 10 year

Remote Monitoring Agreement:

• ControlLogix with Entek Modules monitoring motor

currents, drive faults and vibration system faults

• Cabinet door switches with time stamp

• Main drive motors, diesel oil tank level, safety gates

with bridge status (up, down, etc.),

• a Skew measurement that compares 2 -4 encoders

against limit switches (full up or full down) to see if the lift motors / cables, drums, etc. are "cocking" the bridge

• Integrated Assurance Agreement

• Seamless Integration of Support Customer Experience

• No unplanned down time

• Lower total cost of ownership

• Cost avoidance: training, onsite parts, incremental staff

• Proactive downtime avoidance and seamless incident

response managed by Rockwell Automation

RESUL

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• Mission Critical Asset

• Draw Bridges

• Limited Support Staff w/aging skill set

• New Technology

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Hilcorp

Oil & Gas Exploration and Production Company

DELIVERED SOLUTION

CHALLENGES

• Rockwell Automation Remote Support delivered Virtual

Support Engineers to monitor 16 PowerFlex 7000 drives

• Respond to any warning or fault with 10 minutes • Monitor key performance indicators such as

• Speed

• Current

• Power

• Voltage

Video – Hilcorp Testimonial

• Fast ROI:

• Automated detection and notification of 4 incidents - In

the first two weeks!

• Issues addressed within minutes

• Savings have already paid for the contract for a several

years

RESUL

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• Installed Rockwell Automation PowerFlex 7000

Medium Voltage Drives on Oil Rig off the coast of Alaska

• Cost of downtime reaches $300,000 per day • Support staff not completely comfortable with

new technology

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