Part 2 – Are your systems fit for the future?

In Part 1 of the ‘Fit for the future’ series we looked at the lack of innovation and investment in manufacturing in the UK and the threat posed by the ‘make do and mend’ mentality that plagues many manufacturers. In this post, we discuss the question, “Are your systems fit for the future?” and look at how to check your level of readiness and begin to map out the first steps to buck the trend to start on a path of innovation which will lead to operational improvement.

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Part 1 – Don’t make do and mend

This is the first in a series of articles under our label “Fit for the Future“, in which we discuss how our manufacturing and industrial sector can be become more efficient and competitive, whilst adjusting to a constantly changing environment. In this first article, ‘Don’t make do and mend’, we look at the factors that have caused the UK manufacturing sector to underinvest in new technology and what this means.

Continue reading “Part 1 – Don’t make do and mend”

Remote monitoring of critical IT/OT systems and equipment

Critical IT and OT assets are at the heart of every manufacturing operation. In the IT space, servers are responsible for hosting every system and application required to remain operational. ERP systems, MES, databases, CRM, scheduling and warehouse management are all mission critical systems found in almost every manufacturing facility across the land.

Add to this the plethora of OT equipment and before you know it you have a fairly large list of critical assets, any one of which could fail and disrupt operations. OT equipment by its nature and heritage is not as open as modern IT systems and is generally not monitored as readily as the more open and ubiquitous IT equipment.

Some of the equipment can be over 20 years old and locked away in control cabinets in areas of a facility that may be hazardous, inaccessible or dirty. Performing routine walk around checks may require a technician to put on PPE and open panels which have exposed electrical components. And in the majority of cases, a visual inspection of a PLC for example may not provide much evidence of an issue.

It’s easy to understand why it’s essential these assets, systems and applications are able to perform continuously and why any degradation in performance or downtime of any one can have such a detrimental effect on business performance.

Having access to the right resources when things go wrong can mean the difference between a rapid response with insight to overcome the issue with no significant downtime, or a delayed response with lengthy investigation and troubleshooting while your production lines and team that run them wait for a resolution.

Prior warning of an issue before it escalates is even better, and imagine how good it would be if the first you knew of a problem was when you were informed a problem had been discovered and corrective action taken to avoid any business interruption.

That’s exactly what Astec’s Service Operations Centre offers. Continuous monitoring and proactive health checks for all your critical IT and OT assets. Our system works like a 24 hour guardian, constantly looking for warning signs that something isn’t quite right and alerting our engineers to an issue or potential issue.

Service Operations Centre is different to any other remote monitoring tool available because it monitors your critical OT assets as well as your IT assets. Often overlooked by standard IT monitoring tools, OT equipment failures can be difficult to isolate down to the correct component and diagnosing the problem can be time consuming and labour intensive.

Talk to Astec today about how our solutions, including Service Operations Centre, can help reduce unplanned downtime, increase productivity and boost profitability for your manufacturing business. Call us on +44 1543 888134 or email enquiries@astecsolutions.com.

Infinitely scalable, Service Operations Centre has tiered pricing to fit any budget and because it’s a fully managed service you can be certain someone is continually monitoring your systems, ready to respond when necessary.

What an OT support and maintenance contract should include

This is the second in a series of articles about the importance of Support and Maintenance contracts for your manufacturing OT Systems. In the first article, Chris Barlow, Technical Director at manufacturing software specialist Astec IT Solutions explained why it was important to have a Support and Maintenance Contract. He now moves on to discuss the next phase; revealing what that contract should include.

If you were going to undertake any kind of project, whether at home or at work, you’d want to know a few things beforehand. Other than price, you’d probably want to know exactly what service you could expect for your investment. For example, what the service includes, what hours are included, what the Service Level Agreement (SLA) is, what are the Key Performance Indicators (KPIs), and whether or not there is there a 24/7 helpdesk, etc.

It is always important that these agreements are set out right from the start. We’ve probably all read a horror story about business technology, where large scale system implementations have overrun, or basic deployment standards have not been met. More often than not, these events have happened because of a failure to put an adequate contract in place from the beginning: there have been no SLAs in place and KPIs have not been determined. Therefore, projects run wayward and basic demands are not met.

At Astec, we always make sure these considerations and agreements have been set out at the very start of every project. We offer several flexible support plans which provide expert technical support and ongoing system maintenance. Each of these support plans has clear SLAs, so you know exactly the service you can expect from each of the plans.

From our experience, here is some of the detail you should be looking for when it comes to a support contract:

Service Level

Does your support plan provide an appropriate service window, which meets your requirements? If your operations run 24/7 there is not much point in having a helpdesk which closes at 5pm. Conversely, if you only need support between 08:30 and 17:00, why pay for more?

Response Time

Is it clear how quickly your support provider will respond to a request for assistance? What are the different levels of support included in your contract and what are the response times for each of the levels you have in your contract? A good support provider will always be clear about these, because it is in everyone’s interest.

Inclusive Monthly Hours

What are the minimum and maximum hours included in your support contract? This is important, because if you haven’t got the right level of cover and you move into ad hoc hours, your support bill will be quite expensive. Plus, by having a sufficient level of minimum hours, you can ensure that all your preventative maintenance is taken care of too. Thus, you will have minimised downtime due to unplanned stoppages as a result of OT systems failure.

Support Channels

This can really be where a good provider can make a difference. How do you raise a support case and how convenient and fast is the process Should you use email, web or the telephone? Does your plan include service visits? If so, how many? Is remote access available? What about remote monitoring? Finally, if the worst happened and you suffered a critical systems failure, is there an emergency support button you can hit from anywhere?

As you can see, Support and Maintenance Contracts are not all standardised, so it is important to examine the detail. At Astec, we’ve tried to make this simple for you and will work with you to agree service levels and KPIs upfront to ensure you always receive the service that your business needs.

Visit our website to learn more about our range of flexible support plans which provide expert technical support and ongoing system maintenance.

The importance of support and maintenance agreements for critical manufacturing OT systems

With the advent of Industry 4.0, technology is playing a more prominent role than ever in the modern manufacturing enterprise. The modern production environment relies heavily on technology and digital systems to do everything from ordering raw materials to operating machinery and handling dispatch. But what happens when we take that technology for granted? What happens when it stops working and begins to affect an entire manufacturing facility? Chris Barlow, Technical Director at Astec IT Solutions, explains why OT support and maintenance agreements are so essential and just as important as enterprise IT support and maintenance contracts.

As manufacturers move towards an integrated digital operating environment with ever increasing connectivity between critical IT and OT infrastructure at the centre of this industrial transformation, many plants have undergone a major shift towards embracing digitalisation to help them gain a competitive edge.

Of course, any technology investment requires a considered approach towards in-house maintenance and it is likely that Plant Operators/Managers and Operational staff will find themselves constantly upgrading their skills in order to keep pace with advancing technology. Having an internal team dedicated to keeping systems running can be great, but it can also place considerable strain on business should members of the team move on to new jobs, or take leave for an extended period of absence. Not having the correct technical people available can pose a risk for manufacturing businesses and in the worst circumstances, could even lead to a plant shutdown.

One solution is to have an outside Support and Maintenance contract with a company such as Astec IT Solutions. This will ensure that you always have ongoing technical support to safeguard your operation, regardless of whether you need to urgently resolve production issues, require general maintenance or ad-hoc system changes to satisfy customer demand.

Peace of mind is not the only reason for having a good support and maintenance contract in place. If you don’t have a contract that covers your needs, you could end up paying for expensive and unbudgeted ad-hoc services. Often, the pricing for ad-hoc support and maintenance can mount up above the monthly cost for an all-inclusive service. Furthermore, ad-hoc services are usually outside of any Service Level Agreement (SLA) so you could end up waiting an unacceptable length of time for a resolution.

When you have an effective support and maintenance contract, it is in the support contract provider’s best interest to keep your system working as smoothly as possible. Your provider doesn’t earn any extra money when they have to send an engineer on-site, so a good, support and maintenance provider will be performing a lot of preventative maintenance and pro-active monitoring.

The logical outcome of all the preventative maintenance measures mentioned above, is that your systems should be more reliable. Astec IT Solutions has an excellent continuous remote monitoring option available to report on real-time equipment and system status, enabling us to provide an early warning of any issues that may affect your operation before they cascade and become a major problem, saving you from unplanned downtime and the associated financial losses.

To learn more about our range of flexible support plans which provide expert technical support and ongoing system maintenance click here.