1 DeltaV Guardian Support Service Data Sheet April 2015 DeltaV Guardian Support Guardian Support Benefits You With: Better decision making. Improved staff productivity. Lower operations and maintenance costs. Better operating performance. Improved capital efficiency. An innovative service for achieving peak reliability and performance of your DeltaV distributed control system. Introduction The Emerson Lifecycle Services modules are designed to help our customers improve their competitive advantage and bottom line business results. Guardian Support is the base element for Emerson system service agreements. Guardian Support is a prognostic service designed to optimize the reliability and performance of your DeltaV distributed control system (DCS). Guardian aggregates and securely delivers personalized realtime service intelligence tailored to platform architecture and application at the individual System level, the Plant level and the Enterprise level. Guardian Support delivers technical support and life cycle services for the DeltaV Architecture. Additionally, Guardian aggregates information related to OEM and Commercial off-the-shelf technologies, Digital Field Devices and Emerson Alliance partner products associated with DeltaV. The result is a single point of critical system information to help you effectively manage your DeltaV Digital Automation System. Benefits Better decision making with data from many sources combined, analyzed and turned into useful information. Eliminate reliance upon old-fashioned sporadic manual website searches for making critical risk-mitigating decisions. Remove guesswork and surprises when planning system maintenance and migration with a comprehensive system hardware lifecycle monitor, a service expiration monitor, and automated notifications for lifecycle forecast updates relevant to your system. Guardian collects data related to your system, then analyzes and combines it to provide you with useful, relevant information that will improve your ability to make informed, proactive decisions about your process automation system. Automated messages alert you in real-time to new or revised articles relevant to your system. Changes you make to your system content are automatically checked against previously published articles.
2 The Guardian website will present you with an executive summary for each article applicable to your system complete with identification of related system node names. A dismissal note page is available that allows you to record your mitigation actions or determination of non-applicability. Additionally, a recall feature can specify a future date to reconsider the issue. Make your day-to-day system management tasks fast and efficient using the Guardian website and automated alert notification system. Drill down into your system information using your own system node names and immediately determine serial numbers, warranty status, model numbers for spares, versions, drivers, hot-fixes, DeltaV version compatibility, lifecycle status, and more. Placing calls for support is fast, simple, and effective because the Emerson service engineers will already have your system s content and version information on hand when you call. An enhanced on-line call management monitor lets you work effectively with the Emerson service engineer to create and view the status updates that take place between the time the call is opened and closed. Improved staff productivity through global collaboration across systems and sites. Guardian Support is a proactive service. It provides automated service notifications that are user-selected and system-specific to provide immediate notification whenever relevant actionable system information becomes available. These service notifications can be communicated to you via two delivery methods: with a personally configured subject title, and Really Simple Syndication (RSS) web feed. Guardian Support provides subscribers with a variety of options for accessing our expert support engineers for unlimited product technical support. Options include a toll-free phone number, private submission, and our Guardian Support website. Your technical support call will receive top priority and our state-of-the-art call tracking system will store your support call history. The result is continuity of support as we are able to reference your call history immediately when you contact us. When you enroll in Guardian Support, your system information and service facts becomes accessible to all your DeltaV DCS managers worldwide. Experiences and lessons learned at all sites are instantly available for collaborative assessment, skill building, staffing backup, and sharing of best practices. Lowered operations and maintenance costs by shifting from reactive/preventive maintenance to a predictive/ proactive strategy. Some situations can be avoided before they can rise to the level of a significant event, thus preventing unplanned shutdowns which are costly and unproductive. Latent conditions, documented in Knowledge Base Articles or unnoticed adverse performance patterns identified in System Analysis Reports, are brought to your attention for mitigation or resolution to help you avoid such events. Better operating performance as new features and maintenance fixes enable improvements in plant control operations. Guardian Support will provide you with access to fast, direct expert examination and analysis of your DeltaV DCS via remote modem connection, avoiding or minimizing unscheduled downtime. Our remote diagnostics service can connect your system to an international staff of factory experts on various topics and products for rapid and effective issue resolution. You will receive System Analysis Reports prepared by Emerson specialists, based on system content, trends, events, and call history to help you operate and maintain your system with the highest availability and sustainability. Improved capital efficiency through increased investment life as new products and technologies become available. Current software releases will improve the features and performance of your system and increase the working life of your initial system investment. You can stay ahead of the technology curve because Guardian Support ensures the latest release of software is always available for your system. You ll automatically get media and documentation for each general distribution Emerson software release, including everything from service packs to major new releases. 2
3 Guardian s lifecycle status information for your DeltaV DCS and its components will help you keep your system viable and functionally robust with new successor replacement technology and software updates. This is critical to sustaining your system investment as components, subassemblies and critically dependent software evolve. The lifecycle status information provided by Guardian will also help you plan your capital budget while prioritizing which system components to maintain, upgrade, or migrate. This information will also be useful in planning your spare parts inventory, aiding in the effective and efficient use of capital. Guardian Support Features 1. Expert technical phone support by Emerson professionals to help you get the answers you need, when and where you need them. 2. Remote system diagnosis to speed troubleshooting and problem resolution, helping to reduce downtime and improve operating performance. 3. Software updates, DVD media (also available for online download) and documentation for maintenance (fix) releases, and for upgrades containing new features and functions. System Health Score 1 that measures how well risks to your system s safety, security and process are being managed. A License Usage screen that shows what licenses are available, assigned, and unused for each system node. This feature is also useful for demonstrating conformance of license utilization to license purchase. An automated Guardian Software Update Delivery (GSUD) applet that allows the user to download (either on demand or scheduled) system-specific DeltaV and AMS Device Manager hot fixes, Microsoft OS Updates, Device Install kits (for DeltaV, AMS Device Manager, Ovation, Hart, Fieldbus, Profibus and DeviceNet ) and text files containing the filename of the latest Symantec Antivirus updates. This applet is necessary for the successful implementation of the optional Automated Patch Management service that allows for deployment of the said updates to the nodes across the DeltaV network. 5. Automated Service Notifications that are user-selected and system-specific provide immediate notification whenever relevant, actionable system information becomes available via two delivery methods: with a personally configured subject title, and RSS web feed. 4. The Guardian dashboard support website with user-configurable content specific to your systems, both real-time and historic. The Guardian website includes service features such as: Knowledge Base Articles (KBAs) that are matched to the system and presented in executive summary format: one click for the full article and another click to download any applicable hot-fix. Technical Support call management that allows you to open new calls, examine call history, and send or receive call status updates. Software update management that allows you to view and manage applicable Safety, Security, and Process system updates including DeltaV hot fixes and DeltaV-approved Microsoft OS Updates. KBA management tools to track the status of mitigation actions. New or revised KBAs are continuously re-matched to the most recently captured system content information. Guardian User Configuration Settings: User-selected and system-specific notifications eliminate unwanted in-actionable messages (spam). Asset Lifecycle status information listed by node name and Emerson model number to help you plan system management and sustainability investments. 3
4 6. System Analysis Reports prepared by Emerson experts include day-to-day service activity for the covered service period. The reported information is reduced to actionable, informative charts, graphs and recommendations. The report utilizes red/yellow/green status indicators to visually signal and prioritize service management considerations. Conventional Software Support As part of your active Guardian Support service, we created the Conventional Software Support (CSS) license that will be installed on your system to give access to all DeltaV software updates and upgrades, including hotfixes that are created for a software version during the Conventional Software Support (CSS) period. This is the time period during which Emerson offers software hotfix support, when merited, for a specific version of the DeltaV software. During the CSS period, a software support license will be generated for each system at the time of Guardian Support initial purchase and Guardian Support renewals. This is a DeltaV license that should be applied to a specific DeltaV DCS and is not transferrable or reusable in other systems with a different system ID. The license expiration date is concurrent with the support plan expiration. When service is renewed, a new CSS license will be generated for the system. Active Guardian Support users can download the CSS license at https://guardian.emersonprocess.com/. A hotfix identified as Safety-Related may be applied to all appropriate DeltaV DCS, including those without CSS licenses. The CSS availability dates are as follows: DeltaV v11 through November 2016 (Service Pack Release Date: December 1, 2011). 7. Guardian Support integrates technical support and lifecycle services for the DeltaV Architecture. Additionally, Guardian aggregates information related to OEM and Commercial off-the-shelf technologies, Digital Field Devices and Emerson Alliance partner products associated with DeltaV. This information includes Service Bulletins, Availability of Updates, Compatibility Information, and Lifecycle Information. 8. Conventional Software Support (CSS) license, which is generated for each system upon initial purchase/renewal of Guardian Support, gives active Guardian Support subscribers access to all DeltaV software updates and upgrades, including hotfixes that are created for a DeltaV version during the CSS period. DeltaV v12 through April 2019 (Service Pack Release Date: April 21, 2014). DeltaV version v10 moves to a Retired lifecycle status in February To stay current with the latest technology and take advantage of new functionality in DeltaV, we encourage you to work with your local Emerson Service Provider, who can provide you system life planning assistance to best manage your control system investment. Starting with v11.3.1, the 5-year Software Support Lifecycle for a major version begins when Service Pack 1 is released. Knowledge Base Article AP contains detailed information regarding the CSS license function and installation procedure. 4
5 Service Requirements and Ordering Information DeltaV version 7.4 or higher required. System information collection requires periodic customer use of an automation-assisted process using the standard DeltaV DCS registration utility. This process does not require a direct Internet system connection. Guardian Support is available 24/7 for telephone technical support service. Our Global Service Center provides English, Spanish and Mandarin languages support. Additional Local Help Desk and Scheduled & Remedial On-site services are available through one of Emerson s local Field Service Offices or Local Business Partners on a per quote basis. Model Numbers are also available to order combined support for DeltaV DCS and AMS Device Manager packages that are located at the same physical site. This combined model number provides Guardian Support for the DeltaV DCS and Foundation Support for the AMS Device Manager packages. Contact for single site DST consolidation exceeding 30,000 DSTs. Description Guardian Support Service with emergency telephone support (24 hours/day, 365 days/year) Guardian Support for both DeltaV system and AMS Device Manager package, both with emergency telephone support (24 hours/day, 365 days/year) Model Number VE9041Sxxxx* VE9048Sxxxx* *Where xxxx represents the location s aggregate DST count, up to 30,000 DSTs. Contact factory for single site location aggregation exceeding 30,000 DSTs. To learn how comprehensive Lifecycle Services solutions address your process management needs, contact your local Emerson sales office or representative, or visit 1 Legal Disclaimer: The urgency and severity ratings of this notification are not tailored to individual users; users may value notifications differently based upon their system or network configurations and circumstances. The System Health Score presented in the Guardian dashboard website indicates the performance of the system based upon a comparison of identified risk area management relative to other systems subscribed to Guardian Support worldwide. The Guardian System Health Score considers only what is known to Emerson relative to a limited collection of risk factors (e.g. Knowledge Base Articles, uninstalled hotfixes, etc.) with no consideration of the processes under control, the application/configuration of that system, or the actual actions taken locally to mitigate the identified risks. A high System Health Score is a recognition of the efforts taken to mitigate these particular risks Guardian is capable of identifying, but in no way guarantees, or implies, that the operation of the system is risk free in any way. THIS NOTIFICATION, AND INFORMATION CONTAINED HEREIN, IS PROVIDED ON AN AS IS BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR USE. THE USE OF THIS NOTIFICATION, AND INFORMATION CONTAINED HEREIN, OR MATERIALS LINKED FROM THIS NOTIFICATION, IS AT YOUR OWN RISK. EMERSON RESERVES THE RIGHT TO CHANGE OR UPDATE NOTIFICATIONS AT ANY TIME. 2015, Emerson Process Management. All rights reserved. Emerson Process Management Asia Pacific: Europe, Middle East: North America, Latin America: or The Emerson logo is a trademark and service mark of Emerson Electric Co. DeltaV and Guardian are marks of one of the Emerson Process Management family of companies. All other marks are the property of their respective owners. The contents of this publication are presented for informational purposes only, and while every effort has been made to ensure their accuracy, they are not to be construed as warranties or guarantees, express or implied, regarding the products or services described herein or their use or applicability. All sales are governed by our terms and conditions, which are available on request. We reserve the right to modify or improve the designs or specifications of our products at any time without notice.
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