Customer Support Programs

Data Sheet

Features
Around-the-clock emergency coverage by
highly experienced engineers ensures that
you’ll receive assistance, no matter when an
issue occurs
Web-enabled support offers quick attention and
problem management, without waiting for an
engineer to arrive on-site.
Lifecycle management programs ensure that
your investment stays current with changing
technologies.
Security programs assure system integrity and
protect critical assets from cyber attacks.

The mission-critical nature of the power

generation, water treatment, and wastewater
treatment industries drives utilities toward
strategies that improve maintenance efforts,
reduce errors and unplanned shutdowns,
enhance existing equipment and technologies,
and simplify system improvements. Emerson
Process Management Power & Water Solutions
offers an array of customer support programs
that can be customized to fit the unique needs of
customers.
SureService™ Maintenance &
Support
The SureService Customer Support Center is
staffed 24 hours a day, seven days a week.
When problems arise, a dedicated Emerson
SureService engineer offers telephone support.
If further onsite service is necessary, an
Emerson field engineer will be dispatched to the
plant site, in most cases, within 24 hours.

With SureService, utilities can bundle any

Customized Plant Support Program
Emerson designs a comprehensive support
program to meet the specific needs of our
customers. Operating history, system
configuration, staff experience, manpower
levels, and overall budgetary requirements are
all used to build a customer support program
that is tailored to the plant.
Many of our support programs are designed to
work together. Integrating different support
modules maximizes the plant’s support program,
ensuring that problems are diagnosed and
resolved quickly and accurately. Module
integration enhances plant efficiency and
improves the overall plant process. Support
Engineers target areas needing improvement, and
they identify ways to successfully use modules
to increase troubleshooting and support skills.
number of modules into a single, fixed price
contract, eliminating unexpected maintenance
expenses.
Telephone Support
Twenty-four hours a day, seven days a week,
trained SureService engineers are available
by telephone when they are needed.
Scheduled Onsite Service
Peak operational performance will be assured
with a scheduled checkup by a trained Emerson
field engineer.
Emergency Onsite Service
In the event of an emergency situation, an
Emerson field engineer will come to the plant.

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Software Update Program
Keeping up with the latest Ovation software
updates and third-party security patches allows
customers to maintain pace with changing
technology while taking advantage of new
features, functions, bug fixes, and security
updates.
Software Update with Antivirus Program
Receive the latest tested and approved Ovation
software updates, third-party security patches,
and Kaspersky antivirus definitions to guard
against viruses, cyber attacks, and other
unwanted intrusions.
Component Coverage
A single, fixed fee covers all component repairs
during the contract term, eliminating budget
concerns and cost overruns.
Internet Information Access
Designed for plant staff, the SureService web
site offers access to software release notes and
the latest technical manuals.
Training
With options for conventional classroom training,
virtual classroom, or online tutoring, SureService
training programs offer ongoing education.
Security Assessment
Tailored for NERC CIP standards compliance,
SureService security assessments are designed
to help customers identify, collect, and
document key system parameters relating to
system security. In addition, security
assessments identify areas for plant
improvement.
Optimization Services
SureService offers support for your optimization
technology through proactive, expert telephone
and scheduled on-site services.
Simulation Updates
SureService simulation updates help to ensure
your simulator keeps pace with technology and
changes made to your DCS.
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Customer Support Programs
Data Sheet
Web-Enabled Support Modules
Emerson offers a suite of SureService online
support modules. With these SureService
modules, customers can request that Emerson
connect remotely their systems via a high-speed
Internet connection to update, modify, or archive
existing software, check for problems or issues,
or conduct training. Online support offers a fast,
safe opportunity for customers to optimize
maintenance strategies and keep control
technology operating at peak levels.
Upon customer request, Emerson’s SureService
team of engineers will connect remotely from our
SureService support center in Pittsburgh,
Pennsylvania. Once connection is established,
we will be able to see the software just as the
customer sees it, and we will be able to work
with the customer to initiate updates, make
repair, and accomplish a host of other function
to ensure excellent system performance.
Modules include:
Software Archiving
By periodically archiving existing software
configurations, the Software Archiving module
enables customers to easily recover from
software-debilitating incidents.
Online Tutoring
Remote access instruction allows engineers,
operators, and technicians learn programming,
diagnostics, maintenance, operations, and other
functions in a one-to-one arrangement, without
having to leave the plant.
Application Enrichment
As customer needs change, Emerson will
remotely modify existing software to maintain a
route for continuous system improvements and
additions.
Remote System Diagnosis
System diagnosis allows Emerson’s
SureService engineers to remotely access a
customer’s system to troubleshoot problems,
assess impacts, and investigate alarm history.
Ovation™ Evergreen
Rapid advancements in the computer, control
and communication industries make it
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Data Sheet

challenging to keep pace with the newest

technology. The Ovation Evergreen technology
upgrade program is designed to enable installed
Ovation systems avoid obsolescence that
occurs through changing technology by
implementing the latest available networks,
controllers, workstations, and software. Through
a planned replacement and migration process,
Ovation Evergreen implements the most current,
industry-leading solutions to allow you to
improve system capacity and capability and
leverage the most current technology trends.

Through planned future replacement and

migration of outdated networks and
workstations, Ovation Evergreen allows you to
maintain your current system capacity and
capability today, while providing increased
capacity and functionality as it becomes
available. With Ovation Evergreen, you get the
assurance of fast, dependable, and ongoing
support of your workstations, as well as
implementation of industry-leading network
technology. The Evergreen program delivers the
following benefits:

Improve system maintainability,

expandability, and predictability
Apply the latest software and security
features to counter potential cyber threats
Avoid obsolescence on hardware and
software caused by technology
advancements
Replace aged system components with new
ones with minimal interruption on operations
Extend the useful life cycle of the plant
Reduce the total cost of ownership

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