Secure Remote Support

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1 Secure Remote Support - Monitor, Manage, Configure remote assets - Cloud Based Data Collection Tom Peshek Program Manager Remote Services and Support CO900G

2 Remote Monitoring and Diagnostics Value of Virtual Support Engineer 2

3 Cost of Downtime $20B = cost of unscheduled down time 89% of Unplanned Downtime is completely random, unpredictable and unpreventable 8% is spent figuring out if there is a real problem, 21% is spent diagnosing the problem, 47% is spent scrambling to get the resources to fix the problem. 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! 3

4 Take Control of Downtime How we help customers: Improve performance and optimize maintenance through analysis of collected performance data Avoid unplanned down time by recommending actions to respond to equipment warnings proactively Troubleshoot and get back up and running quickly with proven engineering expertise

5 Customer Value Reduce total cost of downtime 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. Internal response times typically run between minutes Large investment in time prior to seeking outside help Dramatic reduction in duration of unplanned downtime Prevent downtime Warnings are passed to engineers who can analyze and provide recommendations to prevent an unplanned downtime event

6 The Modern Enterprise The Modern Enterprise Integrated Architecture Technology Convergence Automation and IT Technology Global Enterprise Global Partners Modern Issues Aging Infrastructure / Workforce Control System Complexity Competency Connectivity Heightened Security The Need to Increase Productivity 6

7 Disruptive Innovations How are commercial technologies becoming part of the solution? Secure Remote Connectivity Cloud Computing Virtualization Mobility Technology is part of the solution 7

8 The Rockwell Automation Solution Connecting to the Enterprise Global Presence Infrastructure and Control System Expertise Technology Convergence Responsiveness Virtual Support Engineer RA / Cisco Reference Architecture Compliant RA Cloud Virtualization People Technology Asset Status Data Visualization Data Aggregation Reporting / Trending Mobile Access to Data Information Remote Access & Monitoring Secure Remote Access Asset Health / Process Monitoring Alarm Diagnostics Alarm Notification 8

9 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 Cisco, Microsoft, VMWare, EMC, ATT, Smart Cloud, Encompass

10 Secure Remote Access Virtual Support Engineer Finger Print Virtual Support Engineer: Continuously polling the Comm Server from inside firewall using HTTPS on Port 443 to 2-3 specific IP addresses. Cert. Finger Print Cert. Finger Print Cert. Cert. Finger Print Finger Print Finger Print Finger Print Data is compressed, encapsulated, encrypted No possibility of VPN bleed or fake connections A secure multipurpose tunnel to customer sites 10

11 Remote Access that meets Rockwell / CISCO Reference Architecture Enterprise Security Zone , Intranet, shared drives, etc Router Enterprise Network Site Business Network Secure Remote Access through the Enterprise Zone Authenticated access to the VSE in the IDMZ DMZ Manufacturing Security Zone Virtual Support Engineer - Remote Desktop Gateway Tight VNC Production Control Optimizing Control web TCP/IP Workstation Virtual Support Engineer: - Monitor /Alarm - Remote Access - Maintenance Tools Domain Controller Firewall Tight VNC access to the VSE terminal All Alarm Management and access is maintained within the Manufacturing Zone Firewall Rules Access Control Lists (ACLs) 11

12 Remote Monitoring & Diagnostics Rockwell Automation 12

13 RA Cloud Access to Information Benefits Aggregate Machine Data Use the RA cloud infrastructure to monitor all machines Performance Dashboards Alarm Diagnostics Firewall Big Data Alarm Notification Current Machine Status Historical Trends Data Accessibility Machine #1 A cloud agent enabled hardware is deployed at the remote site notifications Secure Internet Access Firewall Mobile Devices Machine #2 Remote Services and Support Application Support Remote Monitoring Services Machine #3 Firewall Only sends information out Does not allow remote access Dashboards / Reports Reusable for each machine 13

14 Examples of Dashboards and Reports 14

15 Remote Monitoring Assets 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 15

16 Making Sense of it all 16

17 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. CUSTOMER CHALLENGES 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. Insert Photo Here RESULTS DELIVERED SOLUTION Solution delivery/execution description Installed in 2 hours with zero downtime, running since Oct 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. 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.

18 Customer Example Large Food Manufacturer CHALLENGES 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 DELIVERED SOLUTION 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 RESULTS 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 18

19 Customer Example State Owned and Operated Draw Bridges Mission Critical Asset Draw Bridges CHALLENGES Limited Support Staff w/aging skill set New Technology Unacceptable unplanned downtime DELIVERED SOLUTION 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 RESULTS 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 19

20 Hilcorp Oil & Gas Exploration and Production Company CHALLENGES 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 Critical Asset that would stop production if fails DELIVERED SOLUTION 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 RESULTS 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 20

21 Rockwell Automation - Scalable remote data collection and secure access Connect with us CO900G