Service Guide
May 2010 – Page 1
DeltaV Service Guide
A service guide outlining the support and services available for your DeltaV System.
Introduction
Thank you for selecting the DeltaV scalable process
system from Emerson Process Management. This
guide explains the services available to you through
our DeltaV Global Services Network. Our services
can help you achieve your goals for improved control,
increased productivity, asset utilization and process
availability.
In the process control industry, Emerson Process
Management is the acknowledged leader for
delivering quality support and customer satisfaction
after the sale. We look forward to working with you to
achieve the greatest value from your DeltaV system
investment.
TM
The SureService Program
Emerson Process Managment is committed to
keeping our customers' systems running smoothly,
economically, and with the reliability and results their
processes demand. To help our customers improve
competitive advantage and bottom line results, we
offer a family of services referred to as
TM
SureService . SureService fulfills its promise
www.SureService.com
DeltaV Service Guide
through a worldwide service network of local service
providers and factory service providers - a seamless
services team from Emerson Process Management.
Some of the services offered are:
 Guardian Support – Customized real-time
guidance and essential support for your DeltaV
system
 Extended Software Support – Provides
flexibility to perform control system upgrades
when you are ready or when they are necessary.
 Emergency On-Site Service – Priority response
from the experts.
 Inspection and Initialization Service – Ensure
trouble-free start-up and reliable operation of
your DeltaV system.
 Component Coverage & Express Module
Replacement – Get parts quickly and cost
effectively to minimize disruption to plant
operations.
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May 2010 – Page 2
 Scheduled On-Site Service – Regular site visits
for PM, System Upgrade installations, System
Changes.
 DeltaV Evergreen Program – Options for the
replacement of your PC workstations and
servers.
 Application Enrichment – Enhance your
system to meet changing requirements.
 Integration Testing Service - Ensure the
functionality and robustness of your custom
applications to minimize risk and uncertainty.
 System Upgrade Service – Smooth system
upgrades from the SureService experts at
Emerson.
 Premier Support – Higher plant efficiency by
teaming up with our SureService professionals.
 Control Performance Improvement – Provides
consulting, tools and training to optimize control
loops.
 Alarm Management Services – Ensures that
your alarm systems do their jobs during
abnormal situations.
 Critical Data Backup Application – Ensures
business continuity by protecting against data
loss.
 Security Assessment Service – Enables
proactive measures to help prevent potential
security threats.
 Modernization Consulting Studies – Meet
performance objectives and plan your control
system path.
 SIS Functional Safety Maintenance & Proof
Testing – Work with your personnel to gather
operational and maintenance data, then plan and
execute SIS proof testing procedures.
 SIS Site Support Services – Services focused
on the SIS Life Cycle.
 SIS Modification Services – Assistance in all
aspects of Safety Instrumented Function (SIF)
design and application.
 PlantWeb Services – Ensures you are
supported to IMPLEMENT PlantWeb to maximize
value from your investment.
DeltaV Service Guide
 Site Performance Services – Structured
approach to implementing system technology to
realize operational benefits.
 Smart Wireless After Project Support
Services – Plant Network Solution After Project
Support for your DeltaV System and Emerson
products.
These modules can be combined to customize a
support program for your plant that is tailored to fit
just right, meeting your support needs while providing
value and peace of mind. Each of these modules is
designed to address one or more of the three basic
lifecycle support areas for your automation system:
 Availability Services – Services designed to
help you achieve maximum uptime.
 Performance Improvement Services – Apply
PlantWeb technologies for Process and Asset
performance improvement.
 Sustainability Services – Protect your
investment in capital and intellectual property
through support and service.
For more information, please contact your local
Emerson sales office or representative.
Or, visit us at: www.SureService.com
System Registration
IMPORTANT NOTE: To receive support for your
system you must first complete the DeltaV
System Registration process.
Before registering the system, the system must be
fully set up. This includes:
1. Installation of all DeltaV system hardware
and DeltaV software.
2. Installation of the System Identification Key
(dongle) and subsequent installation of
all DeltaV software licenses.
3. Configuration and download of configurations to
all workstations and controllers.
Prepare to register the system:
1. Verify the existence of a DeltaV software license
agreement between your company and Emerson.
2. Gather Emerson serial numbers for the DeltaV
power supplies in the system.
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May 2010 – Page 3
Register the system:
1. Run the SureService registration utility from the
ProfessionalPlus workstation. The navigation path is:
Start:All Programs:DeltaV:Installation
2. Confirm the existence of a DeltaV software
license agreement.
3. Complete the form requesting customer contact
information and power supply serial numbers.
4. Wait for the registration utility to complete the
automated collection of system content information.
5. Review or print the registration information as
desired.
6. Choose between sending the registration
information to Emerson via the Internet or saving it to
a file for manual transmittal to Emerson.
7. If a file was created for manual transmittal, either
attach it to an email message and send it to
EmailRegistration@Emerson.com or upload it to the
DeltaV product registration webpage
https://www.emersonprocess.com/Systems/support/r
egistration/deltav.asp The file is encrypted. The
filename ends with sysregdata.epm.
System Re-Registration
For Emerson to provide you with system-content-
specific product service notifications and the most
efficient technical support, it is highly recommended
that you periodically re-register the system. This is
especially important following system software
version updates or system hardware additions. To
re-register the system, follow the same instructions
used for initial system registration. The registration
utility will recall the previous manual form entries for
you to review and edit, and provide a prompt to
recollect system information.
DeltaV System Identification
Number
Each DeltaV is assigned a System Identification
Number that uniquely identifies each system for
licensing, warranty, and support purposes. This ID
number can be found on the System Identification
KEY installed in the USB or parallel port of the
ProfessionalPlus workstation. It can also be
displayed on the DeltaV by clicking on “HELP” then
selecting “ABOUT”. The number will be displayed as
12-digits (three sets of four digits, each set separated
by a hyphen) beginning with “0001-“.
DeltaV Service Guide
Hardware Warranty and
Replacement
The standard warranty period for DeltaV system
hardware, excluding workstations (PCs) and
application server equipment, is 12 months from
initial installation, but not greater than 18 months after
shipment.
The manufacturer warrants the workstations and
servers supplied with your DeltaV system. Warranty
service for these items will be arranged for or
provided by Emerson Process Management.
Extended warranty service to cover your DeltaV
system hardware is available for purchase. An
Extended Warranty can be provided for a period of 36
months from initial installation, but no more than 42
months after shipment and can be renewed annually.
If your DeltaV system hardware should fail during the
warranty period (either standard or extended)
replacement assemblies can be ordered by
contacting your local DeltaV service office or
Representative
Instructions will be provided for returning the failed
item(s). If a failed item is not received within two
weeks or if the item‟s condition indicates a failure due
to un-warranted causes, following written notification
an invoice will be issued for the replacement item(s)
at the current published list price. Some examples of
un-warranted causes for failure are: physical
destruction, unauthorized modification and corrosion.
Emergency and Scheduled On-Site
Services
Our extensive network of certified local service
providers is available, qualified and equipped to
provide expert on-site assistance. Local support
means a fast response by people who truly
understand your DeltaV installation and your
company‟s unique requirements.
Planned maintenance services, 24 hour emergency
response, and spares support plans are all available
through the SureService program. Combine these
services with our expert technical consultation and
remote diagnostic support for a comprehensive
program to help keep your system on-line and in
peak operating condition.
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May 2010 – Page 4
Comprehensive Service
Agreements
Our SureService modules are designed to get your
system off to a smooth start and help you stay on the
fast track. Beginning with a core of Guardian
Support, you can add additional service modules to
build a custom support agreement to meet your
specific needs. Whether your company is self-
maintaining or chooses to outsource all system
service tasks, you will find all the right SureService
elements to tailor a service package that will “fit just
right”.
Emerson‟s approach to service is to begin with an
understanding of your requirements in areas such as
uptime criticality, plant performance enhancement,
asset management, regulatory compliance or cost
management. With these needs in mind, Emerson‟s
service management professionals will assemble the
right combination of local and corporate services for
you, taking into account your specific system
architecture, staff capabilities, internal resources and
desired relationship.
Our local service professionals will help you put
together the perfect SureService Agreement.
For more information, please contact your local
Emerson sales office or representative.
Or, visit us at: www.SureService.com
Guardian Support
Guardian Support is the base element of the
SureService program for DeltaV systems at version
7.4 and higher. Guardian Support has several key
features that are described later in this guide:
 Expert Technical Support
 Remote System Diagnosis
 Software Updates
 Internet Technical Information Access
 Guardian Dashboard Website
 Automated Service Notifications
 Microsoft Updates
 System Analysis Reports
 Guardian Software Update Delivery
DeltaV Service Guide
Maintenance costs and operational risks are reduced
with the proprietary real-time Guardian service
delivery system, linking your local DeltaV support
staff to the DeltaV experts at Emerson and to your
extended community of DeltaV users throughout your
global corporate enterprise.
Please note that systems must be registered before
any of the support features can be activated.
Expert Technical Support
The SureService technical support team stands ready
around the clock, around the globe to quickly
diagnose and resolve system issues, answer your
questions or, when necessary, dispatch a
SureService professional to your plant. The
SureService Response Centers maintain and use a
single global service management system to ensure
that your support needs are addressed quickly and
efficiently. Through our global support network you
will have access to local language support during
normal local working hours.
Our staff of highly trained professionals is armed with
powerful troubleshooting skills, a thorough knowledge
of control systems and plant operations, and an
extensive global information database of system
events and corrective actions to get you the help you
need as quickly and efficiently as possible. We'll work
with you online or over the phone.
Customers who decline Guardian Support may also
access these services on a Technical Support Rate
basis.
Information, operating hours and rates are accessible
online at:
http://www.emersonprocess.com/systems/support/rat
ecard.htm
For technical assistance with your DeltaV system
please contact the Global Service Center. Prior to
phoning, please use the following checklist to gather
information that will expedite issue resolution:
1. What are the indications of an error?
 Print out any error messages.
 Print out any pertinent logs or other error
information that may help in the
troubleshooting process.
2. Have you previously been able to successfully
run DeltaV?
3. Determine which DeltaV services are running by
clicking the right mouse button in the task bar
and clicking „Task Manager‟. Click the
„Processes‟ tab to see a list of tasks that are
currently running.
4. Is DeltaV the only program that does not work?
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May 2010 – Page 5
5. What is the succession of events that occurred
just before this problem appeared?
6. What is the system ID (it will be a twelve-digit
number in the following format: 0001-XXXX-
XXXX)?
7. What is the software version number (optional for
Guardian subscribers)?
If possible, please be at your DeltaV workstation
when placing the call. This will enable the Technical
Support Representative to step you through the
appropriate issue resolution procedures.
Remote System Diagnosis
Remote System Diagnosis can reduce the need for
on-site service and can minimize downtime. With
your approval, our SureService professionals can
connect directly to your automation system to perform
system troubleshooting, analysis, error message
review and corrective action implementation. By
remotely logging onto your system, the SureService
team is able to solve issues faster and more easily
than through telephone support alone.
Software Updates
Guardian Support subscribers receive software
updates ranging from service packs to major new
releases.
DeltaV software updates can often improve the
features and performance of your system. Updates
are also issued to maintain compatibility with
computer operating systems, applications, device
drivers and new DeltaV software products. There are
a number of additional reasons to keep your DeltaV
software current including:
 Maintaining software at the current revision level
will facilitate ease of system expansion or
migration when the need arises. Incorporating
software level updates on a regular basis will
avoid larger, more costly upgrades and
associated outage time in the future.
 Multiple systems maintained at the current
software revision level will enable the
transferability of process applications between
them.
 Having your DeltaV at the current revision level
will make the most efficient use of technical
consultation and remote diagnostic services.
 System administration and operation of in-house
help desks is more simplified and efficient when
multiple systems are at the same revision level.
DeltaV Service Guide
 Maintenance releases are available for the
current major release only.
 Information in technical tips and user-to-user
forums on the Internet are more relevant to the
current software release.
 Immediate access to all the latest DeltaV
software and documentation is available for the
current release for a fast start on new projects.
 In addition to the current release, technical
phone support and remote diagnostic services
will be provided for Active and Supported
releases of DeltaV with the understanding that it
may become necessary to upgrade to the current
release in order to satisfy some requests for
assistance. Software updates are available for
the current release only. An exception may be
made in a critical situation.
 Customers who decline Guardian Support may
purchase software updates. Contact your local
Emerson office for details.
Guardian Dashboard Website
Guardian Support service provides a dashboard-style
Internet support website tailored with user-
configurable content that is specific to the enrolled
system. Guardian dashboard features include:
 System Selection Explorer – With a mouse
click, move between sites and systems across
their worldwide DeltaV installed base to instantly
observe the real-time service condition and
history for any system enrolled in Guardian
Support.
 Knowledge Base Articles – Articles are
matched to specific affected system node names
and presented in executive summary format.
One click presents the full article and another
click opens the download dialog for any available
hot fixes. An article dismissal feature helps
manage the status of mitigation actions. New or
revised articles published by Emerson are
continuously re-matched to each system‟s most
recent captured system content.
 Technical Support Calls – Review open calls,
examine call histories and send or receive call
status updates with file attachments, enabling
highly effective real-time collaboration on service
issues with Emerson and with your colleagues
across the corporate enterprise.
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May 2010 – Page 6
 Life Cycle Status – Instantly review systems
using familiar system node names for easy
determination of hardware compatibility when
planning software migrations, locating
substitution model numbers when ordering
spares, and accessing product life-cycle
forecasts when budgeting for expansions or long-
term system refresh investments.
 System Profile – A valuable tool for busy system
managers with limited time to administer system
content details. Drill into the system‟s
workstations, controllers and I/O cards plus
connected field devices with buss
communications (Foundation Fieldbus, Hart,
Profibus, ASI and DeviceNet) to observe device
identification details, hardware and software
versions, applied licenses, warranty status and
more.
 Service Expirations – A convenient tool for
monitoring Emerson system service agreements,
the consumption of service bank hours and other
service agreement facts.
 Guardian Reports – Current and previous
system analysis reports are available for on-line
review and sharing across the corporate
enterprise.
 System Content Change History – System
content changes can be instantly shared with
colleagues and Emerson service professionals.
Quickly narrow the focus when resolving issues.
Provides objective evidence when required for
system change control, and helps administer
situations where multiple individuals have access
to the system to make changes.
 Information Center – Provides access to
resources that will help you get the most out of
Guardian Support. It provides information related
to the regularly scheduled Guardian Webinars
and notifications regarding various incentive
programs available to Guardian Support
subscribers.
 Microsoft Updates – Provides Microsoft
operating system (OS) security update
compatibility information for your DeltaV System.
It also allows users with DeltaV version 8.4 and
above to view Microsoft OS security updates that
are installed or available to install on each
workstation.
DeltaV Service Guide
 Alarm Management – Enables access to Alarm
Management Services, including complimentary
and paid Alarm Summary Reports. It also links to
the online version of the DeltaV Analyze software
for complete alarm/event analysis capabilities.
 License Usage – View the number of available
and allocated licenses in each DeltaV system
node.
 DeltaV System News – Stay tuned for useful
and informative product announcements and
application stories that can lead to improved staff
efficiency and system operation.
To access the features of the Guardian Support
website, go to Guardian.EmersonProcess.com. If
you do not currently have a Guardian account set up,
click on the link at the bottom of the page for:
“Request New Account”. Please allow one business
day for processing and account setup.
Automated Service Notifications
Guardian Support service allows you to receive
automatic service notifications for your DeltaV
System - no spam and no daily visits to the support
website to discover what is new. This service is
personally configurable so each user receives only
the types of notification their job requires. Two
delivery methods are available; either email with a
personally configured subject title, or a personal
internet RSS feed that will allow you to receive DeltaV
news alongside other web-based news and
information.
Semi-Annual System Analysis
Reports
Prepared by Emerson product experts, the day-to-day
service activity for the covered service period is
condensed down to actionable informative charts,
graphs, and recommendations for achieving positive
system availability and sustainability. The report
utilizes red/yellow/green visual indicators to signal
and prioritize System Availability (short-term risk to
provide uninterrupted operations) and System
Sustainability (Risk of preservation of system
investment, future supportability and serviceability)
service management considerations:
 Interval System Profile Updates
 Open Technical Support Calls
 Un-dismissed Knowledge Base Articles
 Hardware Software Lifecycle Status
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May 2010 – Page 7 DeltaV Service Guide
 Service Expirations

 System License Utilization

 Hardware Material Returns

 Microsoft Updates

 Local Site Activity

Guardian Software Update

Delivery
The Guardian Software Update Delivery (GSUD)
feature, available to Guardian Support subscribers,
provides an automated delivery (either on demand or
scheduled) of DeltaV hotfixes, Microsoft OS updates
and Symantec Antivirus updates that are specific to
the enrolled system. An applet installed on a non-
DeltaV computer communicates and pulls files from
an Emerson server via the internet.
With GSUD, you will receive system specific updates
to manage your DeltaV control system efficiently.
Information regarding what system nodes the update
needs to be applied and if a specific update requires
a reboot or will cause service disruption is also
provided.

To locate a sales office near you, visit our website at: For large power, water, and wastewater applications
www.EmersonProcess.com/DeltaV contact Power and Water Solutions at:
Or call us at: www.EmersonProcess-powerwater.com
Asia Pacific: 65.777.8211 Or call us at:
Europe, Middle East: 41.41.768.6111 Asia Pacific: 65.777.8211
North America, Latin America: +1 800.833.8314 or Europe, Middle East, Africa: 48.22.630.2443
+1 512.832.3774 North America, Latin America: +1 412.963.4000

© Emerson Process Management 2010. All rights reserved. For Emerson Process Management trademarks and service marks, go to:
http://www.emersonprocess.com/home/news/resources/marks.pdf.

The contents of this publication are presented for informational purposes only, and while every effort has been made to ensure their accuracy, they are
not to be construed as warrantees or guarantees, express or implied, regarding the products or services described herein or their use or applicability. All
sales are governed by our terms and conditions, which are available on request. We reserve the right to modify or improve the design or specification of
such products at any time without notice.

www.SureService.com