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Web-based SureService
modules provide online software archiving, online tutoring,
online diagnostics, and a host of other functions designed
to keep your control system running at peak performance. With these web-enabled support modules, we leverage the full power of the Internet
to streamline and optimize plant processes.
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The Software Archiving module is designed to protect the very heart of your control system investment. This module is a remote file storage system that adds an extra level protection to your operation. With the Software Archiving module, we will electronically transfer your application software to our headquarters in Pittsburgh on a periodic basis to be dated, archived, and securely stored.
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When you need to bring less experienced personnel up to speed quickly or hone specific skills of experienced personnel, classroom training may not be a convenient or cost-effective option. With web-enabled Online Tutoring, we offer interactive sessions customized to meet your specific educational objectives.
During each scheduled one-hour session, one of our SureService training experts connects to a server to provide instruction on a mutually agreed upon subject matter. The SureService training expert maintains contact with the student through the telephone while explaining the subject matter, walking the student through various procedures, and answering questions as they arise. This hands-on learning style helps the student more readily gain experience and knowledge.
You can request that we cover a specific topic or a broad subject area such as a general system introduction.
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Excellent for situations in which standard telephone troubleshooting cannot adequately diagnose or correct a problem, the SureService Remote Diagnostics module allows SureService experts in our Customer Response Center to connect to your control system for a direct view of system conditions.
Remote System Diagnostics can help to identify and resolve problems faster and easier than Expert Telephone Support alone. Performed without jeopardizing the integrity of your control system, this module can help you minimize downtime and significantly reduce the need for on-site service calls.
SureService provides two options for performing Remote System Diagnostics — via modem connection with our standard SureService Remote System Diagnostics module or via the Virtual Private Network (VPN) described below.
With the web-enabled Remote Diagnostics module, our Support Center connects directly to your WDPF WEStation or Ovation control system via a Virtual Private Network to a special server installed on your DCS network. The high bandwidth of the VPN connection offers a faster connection and provides a full display of your system. Once connected, the support team is able to view error messages and remotely troubleshoot problems. If requested, our engineers can assist in performing correction online.
Remote Diagnostics through VPN is also available for SmartProcess® customers, allowing our experts a complete view of your process optimization application.
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With the web-enabled Software Updating module, downloading the newest releases of software patches and updates is effortless. As soon as new software releases and updates are available, you can request our engineers to remotely upload the software to your plant via the Virtual Private Network (VPN).
Our engineers also ensure that no existing application software is directly or negatively affected by each update. We also send you relevant update documentation for your records.
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The web-enabled Application Enrichment module helps you to effectively adapt your control system to your changing requirements. With the Application Enrichment module, we remotely modify your existing application software to expand or enhance the functionality of your control system as requested.
Our experienced engineers are able to modify your application software quickly and efficiently to accommodate the addition of third-party devices; help you comply with new regulatory requirements; accommodate plant renovations; or incorporate changes in operational philosophy.
Before implementing changes to your system, we thoroughly review implementation procedures with key plant personnel. Software changes are remotely implemented, and after acceptance, are downloaded and effective immediately. Emerson Process Management Power & Water Solutions and the customer jointly monitor initial operation of the new modifications to ensure full software acceptance.
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