Virtual remote monitoring solution
The Virtual Support Engineer service from Rockwell Automation is a scalable, remote-monitoring solution. It provides proactive, IT-friendly access that allows OEMs to identify and resolve technical issues, proactively perform scheduled and preventive maintenance, and monitor their installed base of machinery to help optimize machine performance.
Using the Virtual Support Engineer service, OEMs access their assets in a highly secure environment. While most other user solutions on the market transfer data bidirectionally through a firewall, the Virtual Support Engineer service relies exclusively on IT-approved outbound communication. This helps prevent computer viruses, worms or other digital threats tied to inbound data transfer. Security is further enhanced with added features, such as recorded logins, thorough audit trails, video recording and the ability for the end user to be given the rights to grant access on demand.
OEMs using the Virtual Support Engineer service receive access to real-time alarming capabilities that can be delivered via text message or email, to themselves, their customer or a Rockwell Automation remote-support application engineer. Through the system, OEMs use a simple graphical interface to configure alarms for key tags and performance indicators, allowing for quick response to issues and proactive prevention. Alarm capabilities also can indicate potential for future equipment failures, allowing OEMs to make proactive adjustments prior to catastrophic failure – all without travelling on-site to their customer’s facility. Access to machinery alarm data and analytics information also can help inform future performance enhancements to machinery.
In emergency situations, the Virtual Support Engineer service proactively notifies OEMs when equipment goes down. The system sends a constant signal to the Rockwell Automation Service Center indicating a machine’s online status, even in the connection is lost.