An innovative software maintenance concept Realize innovation.
01 Introduction General Overview Realize innovation.
A broad concept of the SIMATIC IT Customer Care Evaluation of the Customer needs and requirements User Requirement Analysis Prototyping Basic design specifications Training Classes Training Academy On-site Training ROI System Design & Optimization Customization Integration Support Special Assistance Page 3
Manufacturing IT Market Trends & Demand In order to meet the global market requirements with more demanding production and business goals, Manufacturers have increased investments in plant infrastructures MES installations and their maintenance are becoming more and more mission critical...... increasing importance of plant IT solutions such as MES, for which availability and reliability are mandatory for smooth operations Page 4
Manufacturer Needs and Maintenance Program Targets Win the growing competition Higher flexibility support at lower risk Availability and reliability of Plant IT solutions Standardization and consolidation of the installed base Optimize IT investments Maximize ROI Contain TCO IT service Providers must align the Service & Maintenance concepts with Customer s needs SIMATIC IT Maintenance Program Strategy and Service Portfolio Page 5
Why choosing SIMATIC IT Maintenance Program? PREDICTIVE The analysis and data mining of real-time and historical information can lead to the predictive detection of an unknown problem before the potential occurrence of a future incident PREVENTIVE The monitor, assessment and analysis of system health is aimed to the prevention of new incidents from known problems The right balanced approach for a complete coverage of the customers MES installation REACTIVE Fast and aimed reactive response induce the immediate removal or mitigation of the service perturbation of an incident Page 6
02 Service Portfolio Professional Services Realize innovation.
Service Portfolio Professional Services Excellence Optional Services Technical Support Service Hotline 24/7 Technical Web Support Remote Support Software Update Service Agent Based Diagnosis Application Support Mature Product Support On-Site Service Central Dispacth Center MS SQL DB Maintenance System Assessment Service Management Test & Development Licenses Page 8
SIMATIC IT Maintenance Program Service Levels The Customer can choose among different levels of Support, according to Service and Reaction time: Bronze Support Silver Support Gold Support 9/5 24/5 24/7 9 hours per day Service Time 5 days per week (*) 24 hours per day 24 hours per day Choice of 1 time zone: 5 days per week (*) 7 days per week (**) (*) Monday to Friday, Holidays included (**) Holidays included Europe (8 17 GMT) America (14 1 GMT) Asia (1 10 GMT) Reaction Time Critical 4 hours Critical 1 hours Critical 1 hours Time between the notification by Customer of a new Incident via the agreed communication channel and the first feedback by SIMATIC IT TSS. Reaction Time represents the time in which the investigation of the reported issue starts High Medium Low 8 hours 2 days 5 days High 8 hours Medium 2 days Low 5 days High 8 hours Medium 2 days Low 5 days Page 9
Service Portfolio Professional Services (Hotline 24/7) Exhaustive 24/7 Hotline assistance is offered by a dedicated Technical Support Service (TSS) Team provided with deep know-how and expertise on all SIMATIC-IT supported Products as well as on MES business sector, 3rd Party interactions, infrastructures (SQL, networks, web, ERP, etc) and base technologies. Page 10 Direct support through fast response is provided via central phone emergency line and via dedicated ticketing tool portal (@Service).
Service Portfolio Professional Services (Technical Web & Remote Support) Remote Support TSS can provide diagnosis and troubleshooting services related to technical problems by means of secure remote access. Using a secure network protocol and tool which is agreed with each specific Customer, TSS Specialists will be able to operate on the Customer s computers where SIMATIC IT products are running. Technical Web Support SIMATIC IT TSS Website provides real-time and fast access to Product support documentation including Hotfix collections, release notes, Product outlines, white papers and manuals. TSS Website also provides access to @Service Portal, the web interface to open and track tickets 24 hours a day. The resulting ticket solutions are feeding a knowledge base search engine which can be accessed directly by all entitled Customers in order to look for actual industry use cases and speed up the self troubleshooting process. Page 11
Service Portfolio Professional Services (Software Update Service) This service provides the latest versions of SIMATIC IT software including new functions and Service Packs when released. This service allows to contain the TCO: being covered by the SUS, Customers are not in the need to buy new SIMATIC IT licenses in case of system updgrades (Installation of the Software Updates provided via SUS is not included the service scope). Page 12
03 Service Portfolio Excellence Optional Services Realize innovation.
Service Portfolio Excellence Options (Agent Based Diagnosis Services) Based on MS SCOM 2012 technology, the Agentbased Diagnosis Service helps keep the system properly functioning and secures continuity of production operations. The Agent-based Diagnosis Service is aimed at the preventive and predictive detection of potentially critical conditions in the system (e.g. lack of memory available, diminishing hard drive space, database fragmentation, log file length, as well as specific negative situations that can be configured at project level). Page 14
Service Portfolio Excellence Options (Application Support) This service provides incident troubleshooting and problem resolution (including bug fixing) for issues related to the Customized Application specifically developed by Customer (or Integrator) on top of the SIMATIC IT standard Product framework. A dedicated team of Experts with deep knowledge of the Customer's own Application (including business logic and source code access) allows the capability to deliver short term workarounds in order to restore the operation of the overall SIMATIC IT solution minimizing the impact on Customer s business. The related Annual Maintenance Fee excludes on-site installation tests, retrofit to installed base, commissioning activities. The offered level of support matches with the level chosen for Product Maintenance Service (Gold, Silver or Bronze) Page 15
Service Portfolio Excellence Options (Mature Product Support) Mature Product Support option extends the SIMATIC IT standard support to all those Product Versions and releases which are phasing-out from the market and to be withdrawn from the SIMATIC IT Price List. Such option requires Siemens Management authorization in terms of extended support and the standard service levels (Bronze, Silver and Gold) also apply (but no target Reaction Time is included). Software Update Service applies as far as newer Versions or Releases of the licensed Product line are delivered to the market. Without Mature Product Option, maintenance service scope is limited to questions and requests for documentation. Page 16
Service Portfolio Excellence Options (On-Site Service) A Team of Experts is ready to provide preventive and corrective on-site assistance at Customer's site when remote connection is not a viable option (e.g. security constraints, link unavailability). The Service Engineering, provided with a Project specific knowledge, can helps resolving open technical issues directly at customer s site and in direct touch with Customer's IT and Business Teams. Page 17
Service Portfolio Excellence Options (Central Dispatch Center) SIMATIC IT Maintenance Program offers a high level Central Dispatch Center Support as an option to Customers. TSS Team can act as a unique point of contact to Customers able to involve other Siemens (e.g. PCS7, SIMATIC Batch, WinCC, etc.) or Third Party (e.g. ERP, OPC Server, Networking, etc.) resolver groups when multiple products or applications are connected to the SIMATIC IT based solution. Page 18
Service Portfolio Excellence Options (MS SQL DB Maintenance) The option is aimed to the prevention of potential Database-related Incidents induced by suboptimal performance or excessive consumption of system resources. It enables the scheduled intervention of TSS Experts in terms of SQL Server Database maintenance. The in-scope activities include the periodical assessment and provision of guidelines for optimization of Database performances. The service can also be delivered on a Time and Material basis. Page 19
Service Portfolio Excellence Options (System Assessment) The option enables the planned assessment of SIMATIC IT solution in terms of general configuration check, health check overview (e.g. performances). The assessment can be either planned with periodical frequency or triggered by customer (e.g. after an increase in the productive throughput). This service is mainly intended for preventive or reactive detection of possible issues or bottlenecks and is limited to the SIMATIC IT solution. The service can also be delivered on a Time and Material basis. Page 20
Service Portfolio Excellence Options (Service Management) The Service Manager is the reference point of contact for coordinating all maintenance services. The Service Manager also interfaces directly with the Customer, being responsible for the service delivery and adherence to the agreed service performance targets. Service reporting and governance meeting attendance are included in the optional service which can also be delivered on a Time and Material basis. Page 21
04 Service Portfolio Test & Development Licenses Realize innovation.
Service Portfolio Excellence Options (Test & Development Licenses) Customers with an yearly active software maintenance can order additional licenses to be used only for test or development purposes. The test or development licenses have 1 year lifespan. Test or development licenses can be ordered only for products already purchased and in use at Customer s productive sites. The licenses contain 1 year authorization for all modules included in the product. Page 23
05 Service Portfolio Value in Services Realize innovation.
Value in Services Service Value Type PROFESSIONAL SERVICES EXCELLENCE OPTIONS Standard Warranty Technical Support Service Software Update Service Agent Based Diagnosis Service Application Support Mature Product Support On-Site Service Central Dispatch Center Service Manager Page 25 Minimum support, no reaction time guaranteed, Limited access to TSS, no SUS Full coverage of SIMATIC IT Product support needs Can reduce Customer s TCO by providing latest Product versions and licenses Predictive and Preventing real-time monitoring of Customer s systems (high availability) Maintaining the technical application know how inside the support team. Better understanding of projectspecific issues by means of a common technical language Enables the support for older and outdated Product versions when an upgrade is not possible during the short term Preventive and reactive support directly where needed and when remote connection is not a viable approach for troubleshooting Optimization of info exchange matrix thus providing more focused and faster addressing to the appropriate resolver group Included in standard maintenance Included in standard maintenance Included in standard maintenance Optional Optional Optional Optional/T&M Optional MS SQL DB Maintenance Preventive approach in order to minimize incidents and boost performances at database level. Optional/T&M System Assessment Preventive approach in order to maximize system high availability and minimize productive maintenance stoppages. Dedicated entry point for the overall maintenance service management. Generally preferred in case of Enterprise level multi plant rollout. Optional/T&M Optional/T&M
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