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Process Availability Solutions

» Platform Services     Availability     Maintenance     Security » Engineering Services » Process Performance Services » Training Services » Remote Support Services

Platform Services:

Availability

On call service (24H) is a round-the-clock service that provides help in automation platform emergencies. In most cases help will be provided via a remote connection.

The duty personnel have the necessary equipment to establish a remote service connection to the customer’s automation system in every situation.

If needed, the duty personnel are also ready to travel on site. Customers will get the contact information and guidelines when the service agreement has been signed.

Remote support (help desk) is a service where a support specialist helps customers during normal working hours (8.30 – 16.00). This can cover the platform or application help. Support can be given via phone or using a remote connection to the customer’s automation system.


Maintenance

A system audit can be made on a regular basis. During the audit system diagnostics and resources will be collected and analyzed. Based on the results a report will be delivered to the customer, that includes the results and possible proposals to keep high system performance.
To collect needed information remote services will be used. The frequency of audits will be defined in the service contract. The system audit includes the data collection, analysis and reporting. Possible system changes and additional work will be agreed separately.

Preventive maintenance includes actions and platform checking to secure the safe and reliable system and platform operation. Needed actions can be implemented as a one-time session during the annual shutdown or suit into the process situations. Service includes actions according to the program agreed with the customer. Working hours and travel & living costs are included but possible spare parts and material will be invoiced separately.


Security Services

A security audit provides a review of the security of your existing automation infrastructure. The audit can be done for Damatic XDi and Metso DNA automation systems.

The audit covers an analysis of the existing use and structure of the automation system from a security point of view. The possible security risks for both system and automation networks are reviewed, including routers and remote connections to other networks.

Audit report covers the present situation, risks and recommendations for security improvement actions. Improvement actions will be planned together with the customer based on the audit report.

Security improvement actions based on the audit are:

• Installation of updates for the existing operating system
• Installation of virus scanners
• Improvement of network security
• Hardening of automation system
• Agreement on a common security policy

The existing and Metso DNA tested security updates are installed to the Windows operating system.

Improving the network security means the building and configuration of new router firewalls.

In system hardening unnecessary Windows applications will be removed. This will reduce the space for harmful programs in case they have a chance to enter the system.

Passwords and the way of operating with the automation system are an important part of maintaining the security. Therefore a common policy and informing of the security issues are an essential part of security improvement.

Security Follow Up Service will maintain automation security and keep it in optimum level. For this service includes virus description updates, security bulletin distribution, periodical security review and software security patch maintenance. Because security is not only a one-time action, but a process, continuous maintenance service is essential to keep the security level up to date.

Read more:
» Security services help avoid external risks in open environments

Upgrade Service

Upgrade Service gives the customer a possibility to get Metso software upgrades without extra ordering and purchasing. Installation and commissioning will be agreed upon case by case with the customer.

Upgrade service includes the agreed volume of licenses with a defined upgrade cycle.

Engineering Services

Engineering Services maintain and develop automation solutions and implement changes and additions during the process extensions. Services include also needed testing and commissioning phases.

One main target for the Engineering Services are maintained and further develops commonly agreed automation concept. The implementation can be very comprehensive including different areas in

• Application engineering (automation and information solutions) ´
• Instrumentation engineering
• Electrification engineering

Training Services

12 persons are working in the Training Department of Metso’s Tampere office. There are 8 instructors, a demo specialist, an internal product training specialist, a secretary and a manager. The group’s average experience in the automation training business is 8 years.

We organize Automation and Information System training courses for Metso DNA, Damatic XDi and Damatic Classic. Also Paper Quality Measurement and Control System training is delivered. Target groups are pulp & paper, energy and process industry customers and Metso’s own personnel. Number of attendees in our courses is about 3000 persons per year.

We are publishing a course schedule twice a year and normally we organize 120 scheduled courses, 30 of them are in English. Metso’s own personnel product training amount is 2400 person training days/year. We have two PC-classrooms, one large classroom, DCS maintenance training room, scanner demo room and one room for controls training.

Training Courses are normally sold with Automation and Information System project delivery, but the installed base of systems especially in Finland is so large that customers are purchasing training also directly from us.

Find out more about our training offering at:
» www.metsoautomation.com/training.

Remote Support Services

Metso Portal
Metso Portal provides for customer a possibility to leave maintenance or system support requirements to customer service regardless of time. Metso Portal will deliver the messages to the local customer service.

Service includes the working time of Portal message handling (reading and answering).

With Portal the customer has also access to Metso product manuals and technical notes that give new and always updated information about Metso products.

Portal usage requires a valid customer service agreement.


Secure Connection Solution

Secure Connection Solution (Metso SCS) has been developed to provide common, secure, cost-effective and managed data connection solution for all Metso’s external connection like connections to Customer mill network.

This means:

• Strong authentication and authorization is required when Metso users access customer networks
• Public networks (Internet) are used as a default transport network, ensuring global and cost-efficient connectivity
• Secure and encrypted communication tunnel between customers and Metso is achieved by using commercial Virtual Private Network (VPN) technology

The same connection can be used for support and maintenance purposes like anti virus description updates and performance services.

Attachments:

Metso Portal PDF (1930 kb)