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#1 Supplier in industrial automation and virtualization solutions

Remote Monitoring, Diagnostics and Service

iAUTOMATION has offered remote service, maintenance and diagnostics for some years already, but due to the developments of the pas weeks and months, we thought it would make sense to  tell more of our customers about the possibilities we offer, to support their Industrial IT systems and Process Automation systems for a secure remote platform.

What secure remote platform does iAUTOMATION use

iAUTOMATION uses a platform that integrates service software, diagnostic software and secure remote acces to establish a connection between our service engineers and a site. We use 2 factor authentication on all devices, to ensure that authentication is more secure than just entering a password. The devices we use, offer an internal VPN firewall and router, so the internet is not directly connected to your internal IP range at any time. Creating a manual service request is also very easy, as you can use our service website to create a request.

How does the remote service system work?

iAUTOMATION can pre-configure a secure service gateway and set it up from our office to ensure a full remote service delivery. From our service office, we will be able to define metrics for all connected devices to create an alarming system which will send a message to our service engineer in case one of the metrics will go beyond its threshold. When one of the thresholds is met, a service engineer will log in to the system and check the system, and fix it when possible. If it is a hardware failure, the customer will be informed to replace the hardware, or create an order for our service team to replace the hardware.

The iAUTOMATION Remote service platfrom consists of 2 components, the Gateway and the iAUTOMATION NCM, for more information on the NCM click here. From the remote diagnostic feature, we will also generate metric reports for analysis by the customer, we can decide to optimize performance according to the month to month development of the metric in the reports. We can evaluate many types of devices, amongst many others we can monitor:

  • Network switches (Aruba, HPE, Blackbox, Siemens, More) (Depends on type)
  • HPE Servers
  • Industrial PCs
  • PLCs (Siemens, Allen Bradley, ABB, Emerson, More) (Depends on type)
  • Virtual machines
  • Virtualization Hosts
  • Dell Servers
  • Application performance

iAUTOMATION Service Portal

iAUTOMATION Service Gateway

How will installation and configuration work? 

The iAUTOMATION remote service system can be part of a monitoring and maintenance service level agreement, in which iAUTOMATION will configure the Remote service gateway, and send it to you together with the iAUTOMATION NCM Node. These two devices will allow the iAUTOMATION service department to configure the service system and register the devices in your attached network LANs or VLANs. After the initial setup is made, metrics will be defined in the monitoring system. We will send you a base report of the current system metrics, and call the connected system’s manager to discuss the findings.

After this initial setup and configuration of the base values, the system will be monitored by the iAUTOMATION service department, and base on the agreements with you, we will service the connected system. Once every month a report will be created by the iAUTOMATION service team to confirm the performance of the connected system the past month. This report will allow you to take preventative maintenance actions.

How to order

iAUTOMATION sales is ready to inform you about our remote service system. There are 3 versions of the system you can buy directly from us as a full remote/no contact solution:

  • Remote Service Gateway for software/process automation remote maintenance support
  • Remote Service System for software/Process automation and hardware monitoring and remote maintenance support.
  • Remote Server Level Agreement for managed software, hardware and process automation monitoring, diagnostics and remote maintenance support.

For a quote, please send an email to the iAUTOMATION sales manager.

About iAUTOMATON

iAUTOMATION is an automation specialist that focuses on industrial automation, IT and the links between these two fields. With many years of experience in the industrial automation and IT world, iAUTOMATION is a mature partner that will benefit you.

iAUTOMATION provides complete projects for the industrial automation world with a specialty in PCS 7 consultancy and engineering. But other systems are also known to us and can be implemented by iAUTOMATION.

With knowledge of virtualization, networks, domains and IT management, iAUTOMATION is also a very suitable partner for all your IT questions and projects. We will always assist you with great enthusiasm and knowledge in your projects, and try to relieve our customers by proactively and positively tackling your project.

About the author

Dennis is Technical Director at iAUTOMATION, where he is responsible for all the technical queries and technical solutions that iAUTOMATION provide. Dennis also helps customers and the iAUTOMATION consultants with the technical side of projects and designs. Dennis has a lot of experience with process control systems and IT infrastructure, this is why his experience is key in projects that include both these areas of expertise like MES, virtualization and process automation projects.

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