Metso Automation Services. business solution. Customer care. Get your plant quickly back to production

Transcription

1 Metso Automation Services Get your plant quickly back to

2 Protect against losses Typical goals: Minimize the impact of unexpected failures Get access to expert support Quickly restore normal Although the goals are clear, they can be difficult to achieve due to: Limited product knowledge Insufficient visibility of similar cases and their resolution Restricted manpower to work on resolution Limited resolution time Limited budget Metso s customer care : Ensures availability of a highly trained and well-equipped service team Quickly restores the process after system failure Provides remote support for even faster issue resolution Guarantees response times if site visits are required Offers prepaid service visits and initial support for easy budgeting Performs high-quality repairs for longer system lifecycles

3 Fast and cost-effective service and support Easily accessible technical support 80 90% of issues solved by remote connection Maintain high plant availability Understanding your individual installed base The starting point of the customer care is to understand and make a record of your installed base. Our installed base audit provides us with the most up-todate information about the condition of your automation system. When we have the relevant information, we are able to offer you tailored on-call service support when needed. We can also recommend maintenance activities to support higher automation system availability. Easy access to support If a serious technical issue occurs, it s vital to be able to reach a service expert as soon as possible to restore normal operation before it begins to affect. Our on-call service number gives you fast access to a Metso engineer who has extensive knowledge of automation systems and field devices. The engineer performs troubleshooting tasks to understand the root causes of issues, creates an action plan, and follows the plan to ensure a rapid resolution of the problem. Two service levels are available the standard service is available during office hours or, for complete confidence, you can choose the premium 24/7 service. Even faster resolution with remote connection Typically, 80 90% of complex system or application problems can be solved remotely eliminating the time and costs involved with a site visit. Remote connection that uses a secure VPN allows Metso service engineers to carry out various diagnostic functions and implement corrective actions to quickly and efficiently help customers remotely. Guaranteed response time Emergencies occur rarely. However, if an unexpected technical or failure does occur, it can have a significant economical, environmental or safety impact. In the case of an emergency, it s reassuring to know that a Metso engineer will be on site to resolve the situation within an agreed response time to minimize the time that your is stopped or reduced. The response time is defined as the next working day or within a number of hours to the site. Prepaid emergency service visits help you budget There may be times when your existing workforce doesn t have the necessary skills or time to perform certain emergency service tasks. In these cases, you ll find support in the form of a Metso service engineer. With local expertise backed by a global knowledge

4 Engineers on site in a guaranteed response time Professional repairs quickly restore network, our engineers can carry out the required service tasks. They also provide a report about the actions taken, and suggest possible recommendations for the future. To help with budgeting control, a certain number of annual emergency service hours or visits can be agreed in the contract. High-quality repairs for longer lifecycles If a device or piece of equipment is faulty, it s important to deal with it before it affects the process performance and leads to unplanned shutdowns or safety hazards. It s also essential to identify whether it is more economical to repair it or replace it. During a service visit, Metso engineers can either repair a faulty item or replace it with a newly manufactured or refurbished one to quickly restore a normal process. A typical -critical failure resolution Process failure Remote support Engineer on-site, if needed 15 min 1 hour 4 hours 1.5 hours Customer contacts Metso on-call engineer Majority of failure issues solved Remaining failure issues solved

5 Customer case with proven results We have saved a lot of money. The online support has avoided a lot of troubleshooting hours. Mark Sheppard Process Control Engineer, Domtar Responsive and efficient support Domtar, Plymouth, NC, USA Background: Domtar Plymouth pulp mill has an annual pulp capacity of 438,000 tonnes Pulp is produced primarily for internal use, with the balance sold as market pulp Target was to ensure professional and responsive support while keeping maintenance in house Solution: Results: Hours of troubleshooting time saved Response time was better than the guaranteed time The system had 100% uptime ensuring consistent of top-quality pulp

6 Metso Automation Services Customer case with proven results Business solutions: Expert services + proven methodology + world-class tools = improved business performance Plant availability We have saved a lot of money. The online support has avoided a lot of troubleshooting hours. Process performance Risk control Performance monitoring Safety and security Intelligent maintenance Process optimization Environment Intelligent shutdown Control performance Competence Device management Lifecycle management Lifecycle management Responsive and efficient support Domtar, Plymouth, NC, USA Background: Domtar Plymouth pulp mill has an annual pulp capacity of 438,000 tonnes Pulp is produced primarily for internal use, with the balance sold as market pulp Target was to ensure professional and responsive support while keeping maintenance in house Solution: Results: Hours of troubleshooting time saved Response time was better than the guaranteed time The system had 100% uptime ensuring consistent of top-quality pulp Metso Automation, Inc., E9022_EN_01 12/2013 Metso Automation Inc. Product names in this brochure are all trademarks of Metso Automation Inc. Mark Sheppard Process Control Engineer, Domtar Get your plant quickly back to