Customer Technical Support for Oil & 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.

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.

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.

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.

mobile phone with myhealth app and two qr-codes for the appstore and playstore to download

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

myConnect Cabinet solution for up to three IPC427E installations within a single DMZ
Includes power supply (24V DC)
Mounting brackets for up to three IPC427E
DIN rail for mounting of two Scalance S615
Additional Ethernet connections to support expansion or additional configurations
Requires 220V AC from external source
Connection to control system / OPC UA Server
Connection to customer internet

Customer Technical Services (CTS)

Customer Technical Support for Siemens Energy equipment

Proactive and reactive technical support

Our recommended packages

Check your equipment's health status

How to get the myHealth app:

Secure Data Collection