Remote Diagnostic Service (RDS) and Operational Service Desks for Industrial Applications 

Focus

Customer Technical Support for oil and gas and industrial rotating equipment

Availability and reliability are among the most crucial parameters for the economical operation of your equipment. The potential to achieve high reliability doesn’t just depend on the performance of the equipment itself; it also relies heavily on efficiently managing any operational issues that may occur. By combining the proactive functions of Remote Diagnostic Services and the reactive functions of our Operational Service Desks, we’re aiming to maximize the availability, reliability, and performance of your rotating equipment and machine trains. And this is only possible when there’s a continuous and secure data exchange – and a close partnership with our customers. By averting trips and preventing forced outages – through the early detection of potential faults and preventive remediation – your equipment’s availability and reliability can be increased.

Offer

Proactive and reactive technical support

Our experts from Customer Technical Support are always there to provide you with dependable solutions derived from their extensive experience and in-depth knowledge in monitoring and diagnosing several thousand connected rotating machines worldwide.

Remote Diagnostic Service

Remote Diagnostic Service helps you optimize your assets’ production, by turning data into value. In a proactive approach, our experts in the Remote Diagnostic Centers (RDCs) monitor connected equipment actively to identify potential problems before they impact your operation.

The active monitoring allows us to identify critical changes in the equipment’s health status at an early stage and provide faster solutions, enhancing your machines’ availability and reliability.

Operational Service Desks

Whenever you have an issue with your rotating equipment, our Operstional Sevice Desk professionals provide you with 24/7 technical support. In this reactive approach, our experts can resolve issues even faster by analyzing historical data from connected equipment. Via online technical support, they can provide you with over-the-shoulder support and guide you remotely. If more support is needed, a network of specialists is available to offer emergency spare parts or rapid deployment of field service personnel.

You can access these services with our Siemens Energy Long Term Programs FlexLTP or in a stand-alone contract. 

Benefits

Benefits of Remote Diagnostic Services

Our experts are committed to help you to maintain and safeguard your assets over their entire lifecycle. Through continuous data exchange, we aim for increasing their availability, reliability and performance.

The increasing number of clearly defined failure modes helps us to identify possible failures in a very early stage and therefore to avoid forced outages.

Comparing the as-is with the as-designed status, we are able to detect performance drops and define specific counter measures, e.g. optimized washing cycle for gas turbines.

Sometimes an outage cannot be avoided, but thanks to valuable insights they can be done in a planned and controlled manner in order to ensure that the right spare parts and personnel are available.

MyHealth

Check your equipment's health status

Our web and app-based customer interface, myHealth, enables you to check your machine’s health status, and access notifications and reports anywhere, anytime. myHealth provides an overview of your important operational KPIs over different time periods, shows you sensor and event data in an interactive way and gives you an overview of all issued notifications and reports for your assets. myHealth runs on mobiles as well as on handhelds and PCs.

myHealth Login

Log in using your existing myHealth account.

 

Or if you don't have an account yet - request one via your Siemens Energy sales representative

Cybersecurity

Secure Data Collection

With our myConnect data collector, we collect and transfer machine data reliably and securely, meeting high cyber security standards including ISO 27001, IEC 62443 and NERC CIP.

Through automated security updates and patches as well as virus pattern updates your equipment is secured against cyber threats.

The data collection solution fulfills the latest international security standards following IEC 62443 and ISO 27001.

Data is sent through a VPN tunnel, utilizing the Siemens Energy owned solution "comon Remote Service Platform" (cRSP).

Machine data and customer data are stored in separate data bases to ensure customer anonymity.

Learn more with our "Cybersecurity Model" whitepaper

Download whitepaper

Snippets

Did you know...?

Facts & figures about our services
Customer Statement

What our customers say

We want to express our sincere gratitude and appreciation for the technical support you provided. Your advice and remote guidance were the key factors in getting the unit back into operation.
Oscar Kidilli, Plant Manager Ubungo II, TANESCO Ltd.
Contact

Customer Energy Portal

to directly open a technical case

 

 

Local 24/7 Siemens Energy Operational Service Desks

USA

for all equipment
Phone: +1 877 427 5777 

Sweden

for MGT

Phone: + 49 180 50 50 226

United Kingdom

for SGT
Phone: +44 1522 58 4000

 

for AGT
Phone: +44 192 6306200

Germany

for all equipment
Phone: +49 911 70 44 44 70

Thailand

for MGT

Phone: + 66 91 518 4802