Expertise in Synergy - Glatt

Extended Services: Software Hotline
During production process equipment
availability and performance is a significant
key for our clients. To provide the
best service has been the key to maintain
Glatt’s recipe for success in the past 50
years!
We measure ourselves on the success
of our customers and have
therefore extended our services
with regards to our software support
hotline, which here we would like
to explain.
Process automation has become of
increasing importance in process technology
today and is significantly defining the
performance of process equipment in
quality and output. One of the reasons for
keeping our automation and controls in
house is due our efficient after sales customer
support.
Basis for our innovative solutions and latest
technologies such as OIT/HMI (Eco-
View) and SCADA–Systems (MegaView)
are globally established and modulebased
soft and hardware.
Our control systems are installed worldwide.
As safe and reliable internet services
are nowadays state of the art within
company relations, most of our projects
are established with remote internet links
to our control systems, which are responsibly
agreed upon between the client and
GLATT, installed in save IT environments
(Firewalls, protection against malware …)
in order to establish clear procedures within
Glatt.
With these remote technologies we are
able to establish on-line diagnostics on
our systems in case of any problems or
investigation that may be requested.
The GLATT Software Hotline Support is
powered by a team of rigorously qualified
GLATT employees. Our support system is
split in 2 parts, the agreed availability level
for the support and the hotline support
service itself.
Support Levels for different customer needs
By Ralf Stanko and Thomas Hofmaier, Glatt Binzen
Typical Stand-By-Levels:
l 8 hours /5 days (8/5) typically CET –
Central European Time (Europe)
l 8 hours /7 days (8/7) typically CET –
Central European Time (Europe)
l 24 hours /7 days (24/7)
l 8 hours /5 days (8/5) local time (end
user)
l 8 hours /7 days (8/7) local time (end
user)
l or other customized Stand-By-Levels
as agreed
For the service itself, we typically agree to
a budget of man-hours per service period,
which is typically depends on the complexity
of the systems and the number of process
equipment on site. It is our policy
that service hours that have not been
used can be carried over to the next
period.
Our support consists of telephone
support and via the remote systems. Our
experience: typically more than 90% of all
support cases can be solved and closed
by instructions as to find the source of the
problem, or simply qualified answer to a
specific question.
All service requests are managed within
the GLATT help desk software system.
The predefined workflow is established
and approved by the client, GLATT and
the GLATT representatives. GLATT replies
to service requests with a qualified answer
within the agreed response time. The
scope includes activities with regards to
the clients and/or GLATT having to
change the controls, and other qualification
services for those circumstances
where setup of the system has to be
modified during the support.
Option: “Test System”:
If required so, test systems can be provided
by GLATT (typically located at
GLATT) in order to reproduce reported
performances or to test a change request
before implementing the live system on
site.
“Emergency Callout & Problem
Escalation”:
A GLATT engineer is available to come on
site and resolve the issue within the
agreed reaction time, should it not be
possible resolve an issue via remote
system.
“Preventative Maintenance Site
Visits”:
In order to maintain system reliability,
GLATT is able support the local controlsand
IT- engineers (depending on the level
of resources and qualification of the onsite
personnel): An agreed number of
regular visits can be scheduled in order to
ensure maintenance on the control system
(PC maintenance, HD clean up, PLC
and PC backups…). From our experience
these visits give operators the opportunity
to present problems that may not already
have been issued as a possible problem
during production.
The preventive maintenance typically
includes:
l On-site inspection of the systems
l Execution of data-backups on customer
requests (if required)
l Questions and Answers; Training of
personnel (if required)
l Recommendations and Consulting
(if required)
l Support for qualification activities (if
required)
Key Benefits:
GLATT Software Hotline Support program
for maximum lifetime value
GLATT Training services to empower your
team for success
GLATT Services to bring additional expertise
to your team
GLATT Software Hotline Support Resources
to help you at every problem
For further information please contact you
GLATT sales contact or the authors
ralf.stanko@glatt.com
thomas.hofmaier@glatt.com
International Times No. 27 · March 2009
7