Support

IntelliSCADA Solutions and it’s engineering staff has provided support for numerous scada systems, on many different SCADA platforms over a cross section of applications.  Our 12 person support staff is ready to help the customer maintain his scada systems’ operational integrity.

In conjunction with Citect, IntelliSCADA Solutions has certified Citect engineers on staff and additionally have access to the Citect support group in Alpharetta, Georgia.  CitectSCADA software is fully integrated with high levels of redundancy, scalability and flexibility, IntelliSCADA Solutions approaches each client and their service requirements in an appropriate way, dependent on the implemented point count of the system and application in place. 

With large Citect systems, IntelliSCADA Solutions proposes to begin the IS3™ engagement with an Initial System Audit (ISA) of the system(s) and the corresponding control center infrastructure.  The ISA will be performed on-site and will permit IntelliSCADA support team to gain familiarity with the Citect implementation, as well as allow us to perform any required system tuning to establish the baseline state of the system.

At the conclusion of the ISA (including analysis of certain performance data gathered during the on-site audit), IntelliSCADA will create a findings and recommendations report which will highlight strong and weak (if any) attributes of the system.  The information in the ISA report will be used as a basis to establish support procedures and specific items to monitor, and may also recommend certain measures to be taken by the customer if any significant risk items are discovered.

The ISA will require approximately one (1) to two (2) days onsite at the customer’s site, followed by three (3) to five (5) at IntelliSCADA Solutions to complete the analysis and produce the report. This ISA report will include, but will not necessarily be limited to, the following tasks:

Document the Configuration and/or Characteristics of:

  • All Related Control Center Hardware,
  • Operating System(s) Used,
  • Installed SCADA Software Components and Related Versions,
  • Application Program(s) and Corresponding Interfaces,
  • Data Acquisition Architecture and Protocols in Use, and
  • Remote Terminal Units (Quantities and types).
  • Create Disk and File Content Inventories,
  • Install and Configure IS3™ Process Monitor Agent(s), if applicable,
  • List Interfaces to External Systems,
  • List All Available Documentation,
  • Document Base Line System Performance,
  • Execute Diagnostic Program Review,
  • Execute System and Error Log File Review,
  • Obtain/Verify Source Code for any Custom Applications, if applicable,
  • Perform System Tuning if Necessary,
  • Write a Detailed IS3™ Initial System Audit Findings and Recommendations Report, and
  • Confirm Building and System Access (local and/or remote) for IS3™ Team Members in Accordance with Company Security Policies.

Once the ISA has been completed IntelliSCADA Solutions will be ready to place the system into its IS3™ on-call services program. 

As noted above, the IS3™ program is customizable to accommodate the specific needs of each individual customer.  However, most of our customers fall into one of the following categories:

  • IS3™ 24x7 Support – On-Call Support on a 24x7, 365 Days per Year Basis
  • IS3™ Basic Support – Monday through Friday During Normal Business Hours
  • IS3™ Support Plus – Basic or 24x7 Support Plus a Pre-Determined Number of Additional Hours for system support and/or engineering enhancements.
  • IS3™ Minimal Support – Guaranteed Support Team Availability During Normal Business Hours, Without Any Proactive Monitoring Services or Associated Reporting