User Guide

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Guardian Support User Guide

This user guide will familiarize customers with Guardian Support Service by providing specific instructions on how to set up the service account as well as tips and other useful information for maximizing the benefits of the service.

DeltaV, the DeltaV design, SureService, the SureService design, SureNet, the SureNet design, and PlantWeb are marks of one of the Emerson Process Management group of companies. All other marks are property of their respective owners. The contents of this publication are presented for informational purposes only, and while every effort has been made to ensure their accuracy, they are not to be construed as warrantees or guarantees, express or implied, regarding the products or services described herein or their use or applicability. All sales are governed by our terms and conditions, which are available on request. We reserve the right to modify or improve the design or specification of such products at any time without notice.

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Contents
1 2 3 4 5 Purpose.................................................................................................................. 3 Welcome to Guardian Support............................................................................. 3 Customer Benefits ................................................................................................ 4 System Requirements .......................................................................................... 4 Getting Started ...................................................................................................... 4 5.1 System Registration.............................................................................................. 4 5.2 Account Set-up ..................................................................................................... 8 5.3 Logon and Logoff .................................................................................................. 9 5.4 Account Controls................................................................................................. 10 6 Guardian Support Service Features .................................................................. 11 6.1 Expert Technical Support..................................................................................... 11 6.2 Remote System Diagnosis................................................................................... 13 6.3 Software Updates ................................................................................................ 13 6.4 Guardian Website ................................................................................................ 14
6.4.1 User System Visibility and Action Settings .......................................................... 14 6.4.2 Guardian Dashboard Tabs and Tiles..................................................................... 15
6.4.2.1 Configure Tab .................................................................................................................. 16 6.4.2.2 System Profile Tile ........................................................................................................... 17 6.4.2.3 Knowledge Base Articles (KBA) Tile ............................................................................. 18 6.4.2.4 Open Calls Tile ................................................................................................................. 18 6.4.2.5 Lifecycle Status Tile ........................................................................................................ 19 6.4.2.6 System Content Change Tile .......................................................................................... 19 6.4.2.7 Guardian Report Tile ....................................................................................................... 19

6.4.2.8 Service Expiration Tile ........................................................................................ 20

6.4.2.9 DeltaV News Tile .............................................................................................................. 20 6.4.2.10 License Usage Tile......................................................................................................... 20 6.4.2.11 Alarm Management Tile................................................................................................. 20

6.4.3 System Analysis Report ......................................................................................... 20

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1 Purpose
This User Guide will familiarize customers with Guardian Support Service by providing specific instructions on setting up the service, and tips and other useful information for maximizing the benefits of the service.

; TIP: Look for these red check boxes throughout this guide. They identify important notes and useful tips related to
maximizing the value of Guardian Support.

2 Welcome to Guardian Support

Guardian Support is a new and innovative support service for DeltaV systems version 7.4 and higher. It enables real-time visualization and management of your DeltaV systems lifecycle support requirements. In this User Guide you will find useful information to help you get the most out of the many features of Guardian Support including: A. Expert technical support by Emerson professionals. Helps you get the answers you need, when and where you need them. B. Remote system diagnosis to speed troubleshooting and problem resolution, helping to reduce downtime and improve operating performance. C. Software updates including media and documentation for maintenance (fix) releases and for upgrades containing new features and functions. D. Guardian dashboard support website with user-configurable content specific to your systems, both real-time and historic. The Guardian website includes service features such as: Knowledge Base Articles (KBAs) are matched to the system node names and presented in executive summary format: one click for the full article and another click downloads the hot-fix. KBA management feature to track the status of mitigation actions. New or revised KBAs are continuously re-matched to the most recently captured system content information. Technical Support call management. Users can open new calls, examine call history, and send or receive call status updates. Operating System security update management allows you to receive automated notifications whenever DeltaV system compatibility evaluations are completed for a Microsoft Operating System (OS) security update with all the relevant evaluation details and a link to download approved OS security updates. Lifecycle status provides information on the system lifecycle status by node name and Emerson model number to help you plan system management and sustainability investments. My System Profile allows users to drill down into information on workstations, controllers, I/O cards, Foundation Fieldbus, Hart, Profibus, ASI, and DeviceNet buss devices, firmware versions, replacement or substitute product models, warranty status, and more. License Usage shows what licenses are available, assigned, and unused for each system node. System Content Change allows you to share system content changes with others to narrow the focus when troubleshooting. Provides objective evidence of system hardware and software modifications required for validation and change control systems.

E. Automated service notifications that are user-selected and system-specific provide immediate notification whenever relevant actionable system information becomes available via two delivery methods: email with a personally configured subject title, and RSS web feed.

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F. System Analysis Reports prepared by Emerson experts include day-to-day service activity for the covered service period, reduced to actionable informative charts, graphs and recommendations. The report utilizes red/yellow/green status indicators to visually signal and prioritize service management considerations.

3 Customer Benefits
The many features of Guardian Support will provide you with number of valuable benefits, including: Better decision making with data from many sources combined, analyzed, and turned into userpersonalized and actionable information. Improved staff productivity through global collaboration across multiple systems and sites. Lower operations and maintenance costs by shifting from a reactive/preventive strategy to predictive/proactive maintenance. Better operating performance as new features and maintenance fixes enable improvements in plant control operations. Improved capital efficiency through increased investment life as new products and technologies become available.

4 System Requirements
Guardian Support is available for DeltaV systems running software version 7.4 or higher. There is no special system hardware, software, or set-up required for your DeltaV system.

5 Getting Started
This section will step you through the initial setup of your Guardian account. The first and most critical step is to ensure that the DeltaV system is registered. Once registration is completed, you can proceed to set up your Guardian account per the instructions in this section.

; NOTE: An important note about registration:

For Emerson to provide system-content-specific product service notifications and effective technical support, it is recommended that you reuse the registration utility (every 45 days or sooner) to update Emersons records related to your DeltaV systems hardware and software content. This is important following software version updates or system hardware additions. To reuse the registration utility, follow the instructions used for initial system registration. The registration utility allows you to automatically retrieve the current system content information and recalls your previous manual entries to easily review and edit if necessary. 5.1 System Registration The DeltaV system registration process captures installed hardware identification information and software revisions. The registration process links your systems content with Emersons technical information to provide you with customized delivery of information relevant to your DeltaV system. Registration also activates Guardian Support service. Registering your DeltaV system is a simple process. Before starting, please verify the existence of a DeltaV software license agreement between your company and Emerson. Also if possible, locate and record the serial numbers of all DeltaV power supplies in the system.

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; TIP: How is DeltaV system information gathered?

The Registration utility is manually initiated and will automatically collect system content information for submission to Emerson. The Registration Utility is benign to a running system.

; TIP: How does DeltaV system information get to Emerson?

The Registration Utility output is in an encrypted XML file which must be delivered to Emerson for decoding and storage in Guardian. The file can get to Emerson by one of three methods: Web Services If your DeltaV system detects a path to the Emerson server via the internet it will automatically send the file using secure communication methods. E-mail Server If no Internet path is detected, your DeltaV system will prompt you for an email server connected to the system. If found, the file will be sent to Emerson as an email attachment.. Manual Transmittal If no Internet path or email service is detected, your DeltaV system will prompt you for a directory to deposit the file for subsequent manual delivery to Emerson using the Internet as illustrated in step l below.

If you determine that your DeltaV system has not been registered, please follow steps A through I below before proceeding with setting up your Guardian Support account: A. Run the SureService registration utility from the ProfessionalPlus workstation. The navigation path is: Start/All Programs/DeltaV/Installation/SureServiceRegistration (see Figure 1).

Figure 1 Launching the SureService Registration utility from the DeltaV ProfessionalPlus

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B. Confirm the existence of a DeltaV software license agreement (see Figure 2).

Figure 2 Software License Agreement

C. Complete the customer information requested in the form and power supply serial numbers if you know them (see Figure 3). If you were unable to gather any power supply serial numbers, it is acceptable to specify a 1 in the Enter Power Supply Serial Numbers field and proceed. The information entered will be saved so that the next time you use the registration utility to update the Guardian system content, you can easily review the existing information, edit if necessary, and proceed with minimal effort.

Figure3 Completing the registration form

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D. Wait for the registration utility to complete the automated collection of system content information. Please note that for a very large system this can take a few hours. Again, the registration utility is benign to a running system. E. Review or print the registration information if you desire. F. When the content information collection in completed, the registration utility will assemble an xml file, then encrypt it with a filename ending in SysRegData.epm. G. Choose between sending the registration information to Emerson via the Internet or saving it to a file for manual transmittal to Emerson, (see Figure 4).

Figure 4 Uploading directly or creating an XML file page

H. For most DeltaV production systems the only option will be to save the file for manual transmittal to Emerson from your office or any other Internet-assessable location, (see Figure 5).

Figure 5 Registration File Saved Successful notice

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I.

If a file was created for manual transmittal, either attach it to an email message and send it to EmailRegistration@EmersonProcess.com, or upload it to the DeltaV product registration web page at: https://www.emersonprocess.com/Systems/support/registration/deltav.asp (see Figure 6).

Figure6 DeltaV Product Registration Webpage

5.2 Account Set-up Before using your Guardian Support account, you must perform an initial set-up to establish your password and activate your account. To do this go to the Guardian website log-in page at http://guardian.emersonprocess.com and accomplish the following steps: A. Click on the Request New Account (See Figure 7). Enter your email address and click on the button Check to see if Emerson already knows me. In many cases, Emerson will already have the information to complete the form for you. If not, manually enter the requested information. B. When all required fields are filled in, click the Submit Account Request button at the bottom of the page. C. Read and accept the terms of use. Your request will then be submitted to Emerson. D. In most cases, your starter password will be sent to your email address within one business day. If you experience any difficulties or have questions during the set-up process, please feel free to contact your local Emerson service office. Go to http://www.emersonprocess.com/systems/reach/ to find the local Emerson service office in your area.

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Figure7 Request New Account page

5.3 Logon and Logoff After receiving your starter password you are ready to proceed with logging onto Guardian (see Figure 8) and setting up your user dashboard. Follow these steps to log onto the Guardian website: A. Go to the Guardian website at: https://guardian.emersonprocess.com. B. Enter your email address as your Username C. Enter the starter password provided to you. D. Select a language other than English if desired. E. Press the Login button. F. Upon successfully logging in for the first time, you will be prompted to replace the starter password with one of your own choosing. Figure8 Guardian Logon page

TIP: How do I Logoff from Guardian? Use the icon located under the EMERSON logo to logoff. It is also acceptable to simply close the explorer window, which will automatically log you off of Guardian. After approximately 20 minutes of inactivity Guardian will automatically log you off as well.

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5.4 Account Controls The following is important information regarding your Guardian account password and email address: o User Accounts - Your email address is your account user name. Guardian validates your email address against email domains that Emerson has registered for your company. As an example, the company A1 Chemicals might have the following registered email domains: a1chemicals.com or a1chem.sa. Email domains not specifically registered to your company cannot be used to obtain a user account. For example, the email domains hotmail.com or yahoo.com may not be used to set up your Guardian user account because they are not specifically registered to your company. This is an information protection mechanism to ensure that access to your companys information is limited to authorized individuals who have an email address granted by your company. Forgotten Password Service - When you use the Forgot password link, a message will be sent to Emerson requesting a temporary password be emailed to you. Alternatively, the local Emerson service office can reactivate your password for you upon request. Password Guidelines - A new password may not be set to the previous password used. Passwords are case sensitive and must be at least six characters in length. A password must contain at least one upper case (A-Z) and one lower case (a-z) alpha character, and one numeric (0-9) character. Password Expiration - Password expiration dates are set by Emerson to one year from the password request date.

TIP: How can I change my Password or Email Address? You may change your password or email address by clicking the icon in the top-right corner of your Guardian dashboard. This will display the My Guardian Profile page (see Figure 9 and Figure 10). Please note that if you attempt to change your email address, you will get a warning message if the email domain for your new email address is not registered to your company.

Figure9 Password Change Request page

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Figure10 Email Change Request page

6 Guardian Support Service Features

6.1 Expert Technical Support The Global Service Center provides Emerson process control system users around the world with consistent expert technical consultation and remote system diagnosis. It is a large modern facility with extensive problem verification labs, expert staff and powerful analytical and information retrieval tools. There are several ways to request technical support. You can contact your Emerson service office, call the Global Service Center, or submit an on-line request using the Guardian website. In situations where immediate assistance is needed you should use the telephone rather than submit an on-line request. If possible, it is recommended that you be at your DeltaV workstation when placing the call. This will enable the technical support specialist to step you through the appropriate issue resolution procedures quickly and efficiently.

TIP: What do I need to do to access Technical Support? For technical assistance with your DeltaV system contact the Global Service Center (see additional tips in this section for more information on contacting the GSC or local Emerson service office). Prior to requesting service, please use the following checklist to gather information that will expedite your issue resolution: 1. What are the indications of an error? Print out any error messages Print out any pertinent logs or any other errors 2. Have you previously been able to successfully run DeltaV? 3. Determine which DeltaV services are running by clicking the right mouse button in the task bar and clicking Task Manager. Click the Processes tab to see a list of tasks that are currently running. 4. Is DeltaV the only program that does not work? 5. What is the succession of events that occurred just before this issue appeared?

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6. What is my Systems twelve-digit identification number? To locate the system ID number, click the Help button on the DeltaV Explorer and select About DeltaV Explorer (See Figure 11).

Figure 11 The System ID Number can be viewed in the About DeltaV Explorer help screen

; ; ;

NOTE: To quickly locate the GSC phone number for your area, go to: http://www.emersonprocess.com/Systems/support/ratecard.htm NOTE: To quickly locate our local Emerson service organization and phone number for your area go to: http://www.emersonprocess.com/systems/reach. TIP: How do I log a call online? 1. 2. 3. 4. 5. 6. Go to the Guardian website at: http://guardian.emersonprocess.com Go to the Open Calls tile. Click the Submit New Call. Note: This link is only available to Guardian users with an actionable privilege for the system. See section 6.4.1 for details. Provide information for Brief Description of Symptom or Questions and Details of Issue. Select a Product from the drop down option menu. Click the Submit icon.

Note that Service Calls submitted via the Guardian Website would normally be processed on the next business day. For calls requiring immediate attention, please telephone the Global Service Center or your local Emerson service office Emergency Support is available from the Global Service Center 24 hours a day. Please use telephone access to obtain support for emergency situations after business hours. Requests for assistance via email or Guardian online request are only monitored during regular hours of operation, (7:30 am 5:30 pm customers local time).

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NOTE: Your DeltaV registration information can have an effect on the speed of problem resolution: Periodic updates to the Guardian website using the registration utility will provide the Global Service Center with system hardware and software details and change history information that can save considerable time and effort when the need arises for you to call for technical support (See section 5.1, System Registration).

6.2 Remote System Diagnosis At your request, Emersons technical experts can remotely log on to your DeltaV system using special software that will allow them to perform remote, online troubleshooting of technical issues. Registered Guardian Support subscribers are furnished a copy of Symantec's PCAnywhere software and an external modem to facilitate this service. Before the need arises for Remote System Diagnosis, make sure that you have installed the external modem and that you have loaded PCAnywhere software onto your DeltaV ProfessionalPlus workstation. Also be sure that an analog phone line is accessible for connection to the modem. In the event that it is determined that Remote System Diagnosis should be used to troubleshoot a technical issue, please use the following process: 1. Prior to Emerson dialing into your system, please make sure to set-up your PCAnywhere session to be the Host. If you need assistance with running the PCAnywhere software, the Emerson GSC specialist can walk you through setting up the session. 2. For security purposes it is advisable for you to create a User Name and Password for the session. You will then provide this information to the Emerson GSC specialist who will log onto your system. 3. Once the Emerson GSC specialist has successfully logged onto your system, make sure that someone qualified to provide complete details of the issue(s) is available to work with the GSC specialist. 6.3 Software Updates Media and documentation are provided for DeltaV software maintenance releases, within the same general distribution release installed in a customers system. Included with each software upgrade release will be the updated software, electronic copies of all associated release notes, complete instructions for loading the upgrade, and cautions regarding implementation. Emersons Global Service Center technical support team will answer any technical questions that may be encountered regarding the new features and functions contained in the software release. Software installation evaluation and implementation services are available at additional cost. Although software upgrades are important for making the most efficient use of our technical consultation and remote diagnostic services, we recognize that scheduling system upgrades can take time. In addition to the current release, technical phone support and remote diagnostic services will be provided for active and withdrawn releases of DeltaV with the understanding that it may become necessary to upgrade to the current release in order to satisfy some requests for assistance. Software maintenance releases will be available for the current release only. New functionality for all the latest DeltaV software products is included on all CD-ROM upgrades. Licenses for added product functionality are accomplished with software activation keys that are available for purchase from your local Emerson service office. You can find contact information for your local Emerson service office at: http://www.emersonprocess.com/systems/reach/

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6.4 Guardian Website The Guardian website (http://guardian.emersonprocess.com) features a dashboard-style, user-configurable interface, and content that is specific to the enrolled DeltaV system. With Guardian, you can take advantage of a wide range of services that will help you manage your plant better. The various elements of the Guardian Support website are outlined in this section. 6.4.1 User System Visibility and Action Settings Your system visibility setting determines which systems appear in your Guardian Dashboard system explorer. You can see your settings and request a change to your settings via the Guardian website (see Figure 12). The three visibility settings are: My Systems Systems in the Guardian explorer only includes those for which you are a named contact on the system record (i.e., software or safety contact). My Locations The Guardian explorer shows My Systems plus systems at other locations that you are associated with. Enterprise Wide The Guardian explorer shows My Systems plus systems at all of your companys locations.

Figure12 System Visibility Page

There are two action settings: My Systems With this setting, your ability to take action on a system is limited to only the systems for which you are a named contact on the system profile. Examples of taking action include creating a new service request, submitting a system content update, and changing facts in the system profile. All Visible Systems With this setting, you have the ability to take action on any system visible in your Guardian Explorer.

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Note: In the Guardian explorer, systems you may take action on are shown in BLACK text, and those you may not are shown in GRAY text. Some website links will only appear for actionable systems (see Figure 13).

Figure13 Actionable and Inactionable

6.4.2 Guardian Dashboard Tabs and Tiles When a system is selected using the explorer, the dashboard (see Figure 14) and all of its associated pages are updated to reflect system-specific information. Clicking the title bar of a dashboard tile advances you to its first-level drill-down page. In some cases, there will be extra links in the dashboard tile so you can specify a drill-down page other than the default page associated with the dashboard tiles title bar. Each of the possible dashboard tiles are discussed in 6.4.2.2 through 6.4.2.11.

Figure14 Guardian Dashboard Tab

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6.4.2.1 Configure Tab Clicking on the Configure tab will display the screen shown in Figure 15. The settings on this page control the placement and filtering of dashboard tiles, and the conditions that trigger receipt of automated service notifications.

Figure15 Guardian Configure Tab

Tile Placement and Filtering The full set of available dashboard tiles is determined by the services purchased for a system. Thus, different tiles may be visible depending on the selected system. Filtering allows you to suppress tiles that are not of interest to you for any given system. Tiles are placed on the dashboard beginning with the top-left corner of the page and continuing left to right and then top to bottom, in the order you select. Automated Service Notifications - Select the email messages you desire. Note that some selections may relate to services that are not available for some or all of the systems in your explorer depending on which services were purchased from Emerson. Note that the settings on this page apply to all of the systems in the explorer. The automated email selections do, however, provide the added ability to enable or disable messages for systems specific to your location and to systems for which you are a named contact in the system profile.

TIP: How do I enable an automatic Email notification? From the Configure Tab simply enable automated email service and select the email message types that fit your needs. Use the enterprise wide email selection to maintain awareness of service activity across your enterprise. Use My Locations or My Systems to limit email to just the systems where you have an immediate interest. Note that some email message types may relate to services that are not available for some or all of your systems.

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TIP: What is an RSS Web Feed? Web feeds provide a way to automatically keep track of the latest content published by your favorite web sites, by aggregating the headlines and summary content into a tool called a news reader (also called an aggregator). You no longer have to go to several sites or read e-newsletters to find out the latest news and updates; the updates come to you through your personal news reader. One benefit of a web feed is that it is spam-free. You decide which web feeds you want and then subscribe to them. Because it makes a direct link between you and your favorite website, no one can send junk mail to your RSS web feeds.

TIP: How do I enable an RSS Web Feed in Guardian? Step 1: You'll need a news reader. Select and install the news reader of your choice on your PC. There are literally hundreds of news readers available for download from the Internet. RssReader, GreatNews and ActiveRefresh are three news readers that are known to work well with the Guardian Wed Feed. Step 2: Subscribe to the Guardian web feed. Enable the automated RSS Web Feed on the Configure tab of the Guardian website. This will create a personalized web feed URL based on your current Guardian email selections. Use the "Copy Shortcut" button to the left of the URL display window to transfer the URL into the Microsoft clipboard. Follow the instructions provided with your news reader to paste the URL from the Microsoft clipboard into your news reader. Depending on how your news reader is configured, it will periodically use this URL to retrieve your personalized Guardian service notices. Note: If you change your email selections, you will need to change your personalized web feed URL, otherwise your news reader will continue to request and receive emails messages per your previous selections. A Change Current Webfeed button will appear to the left of the Copy Shortcut button following a change to your email selections. Used this button to change the URL and then reuse the Copy Shortcut button to re-paste the changed URL to your news reader.

6.4.2.2 System Profile Tile The System Profile tile provides information and links relative to the information Emerson maintains on your DeltaV system. On this tile you will find the following information links: Last Update - This is the date that Emerson last received an updated data file containing the as-is hardware and software content of this system. If the word update is underlined, it means you have action privileges for this system and can link to the web page to upload a DeltaV system registration data file. See Section 5.1, System Registration, for more information. Contacts - Displays the information Emerson has related to who the various contacts are in your organization for this DeltaV system. If your name is listed as a contact, this system is My System as it relates to your Guardian system visibility and email message type selections. Contents Allows you to drill into the system content information using your own system node names to retrieve serial numbers, warranty status, model numbers for spares, installed versions and more. Licenses Provides access for you to retrieve DeltaV system licenses. If you want them to be delivered automatically, you can configure an automated email via the Configure tab (see 6.4.3, Configure Tab). Interfaces Allows you to update Emersons service records concerning equipment and software application you use in conjunction with the system Application You can update Emersons service records concerning what you do and produce with your DeltaV system.

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6.4.2.3 Knowledge Base Articles (KBA) Tile KBAs provide current product technical information which is not generally included in the standard product documentation. KBAs are issued by Emersons Technology organization. Unlike calls which document the history of a particular service event for a particular system (See 6.4.2.4 - Open Calls Tile), KBAs are carefully prepared and evaluated for accuracy and applicability to the broad audience of system users.

Although most KBAs discuss a specific product technical issue, many are written to provide information related to configuring or operating an Emerson product. KBAs are also written to explain the additional functionality or upgrades contained in new software/firmware releases. Managing Actionable KBAs The Actionable and Informational links open an executive summary page. If there is a quantity in the nodes column, click it to further identify the specific affected system nodes. The KBA Search link provides an enhanced Google search facility with one-button filtering options and a structured executive summary for results. Note that KBA Search results are constrained to the set of KBAs matched to your system content. Actionable KBAs document unexpected system behavior and provide directions or information that should be applied as soon as possible. In many cases the system behavior is triggered by a particular application or other special circumstances which are unknown to Guardian. Guardian matches articles to your system based solely on system content. To simplify and accelerate your risk mitigation processes, Guardian provides: o An executive summary to clarify trigger conditions and identify related system node names. A dismissal note page where you can record your mitigation actions or determination of nonapplicability. A recall feature to specify a future date to reconsider the issue.

TIP: How do I dismiss a KBA? You may dismiss a KBA by, 1. 2. Clicking the box located on the left side of the listed KBA. When you click on that box a KBA Dismissal page will appear, it will require you to fill the Reason for Dismissal and the Reactivation date. Once all those fields have been filled-up, you can then click the Dismiss button.

3.

Dismissed KBAs can be recovered later with the View and Go controls at the top of the page. The counts of actionable and informational KBAs in the Dashboard tile are adjusted to remove the KBAs you dismiss. 6.4.2.4 Open Calls Tile

This tile is used to monitor technical support calls. If you have action privileges for this system, additional links will appear for you to open new calls and submit status updates with attachments. See Request for Technical Support section for more details.

TIP: How do I receive an email notification when support calls are created, update or closed? Configure an automated email via the Configure tab (see G Configure Tab).

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6.4.2.5 Lifecycle Status Tile This tile is used for system upgrade and migration budgeting and service planning. The two critical sets of information provided are DeltaV software compatibility of your hardware and the forecast for changes in hardware lifecycle status. Notice the one year look-ahead summary and the availability of future forecast dates to facilitate your long term planning. Note: To assist our customers in planning for system evolution, Emerson has developed the System Life Planning process to ensure your long-term business objectives are satisfied, previous system investments are fully leveraged and system support is most cost effective. Contact your local Emerson service office for more information about System Life Planning.

TIP: What do the Green, Blue, Orange and Red color bars mean? Emerson Process Management provides a minimum of 10 years of product support, defined as follows: Current Product (Green) - The most current product offered, with published pricing, normal lead time, and complete support. These products are recommended for all new systems and major expansions. Active Product (Blue) - Products that have been functionally replaced by the most current product, but remain available with published pricing, normal lead time, and complete support. These products are intended for expansion of existing systems where the need for product consistency outweighs the features, performance, and longer-term potential of the current product. The transition to Active status marks the start of the support commitment. Withdrawn (Orange) - These products are generally not available for purchase. Product support is available, but oriented to maintenance versus expansion. Customer lifecycle planning is encouraged to address long-term support and expansion. Obsolete (Red) - These products are no longer available for purchase. Product support is limited, potentially slower and subject to material availability. The transition to obsolete status marks the completion of the support commitment. The Systems Product Support Guideline pertains to products manufactured by Emerson Process Management. Non-Emerson Process Management manufactured products supplied by Emerson Process Management may have a shorter support life. Personal Computers (PCs) for example, are generally limited to three to five years of product support. Emerson Process Management will endeavor to qualify sources for non-Emerson Process Management manufactured products based on their commitment to long-term support. When an Emerson Process Management product is withdrawn from sale, a system life plan is advised to provide for two distinct needs: preserving current system capability and expansion of system capacity or functionality.

6.4.2.6 System Content Change Tile This tile and its drill down pages identify system hardware and software changes based on the snapshots of information received from xml files produced with the SureService Registration Utility (See Section 5.1). This can be very useful when comparing current and past system performance or for general system change management tasks.

6.4.2.7 Guardian Report Tile This tile provides access to System Analysis Report and other reports, providing analysis and recommendations for improving the availability, performance and effectiveness of the system. Depending on the report type, links will appear that allow you to drill deeper into the specific service facts collected for the system, which were available to the report author.

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6.4.2.8 Service Expiration Tile This tile allows you to monitor service consumption. Click on the title bar to drill down into the Emerson service records for this system, see and detach any service related file attachments, and view other pertinent service enrollment information.

6.4.2.9 DeltaV News Tile This tile provides the most recent information from Emerson concerning DeltaV products, services and applications. Click on the title DeltaV News to visit our website http://news.easydeltav.com/ where you can search DeltaV News archives.

6.4.2.10 License Usage Tile This tile provides details on the License utilization of each DeltaV System allowing the user to view available and allocated licenses for each system node.

6.4.2.11 Alarm Management Tile This tile provides access to Alarm Management Services, including complimentary and paid subscription Alarm Summary Reports, and online access to DeltaV Analyze software for complete alarm/event analysis capabilities. For systems that are not currently enrolled in any type of Alarm Management Services, the tile will provide a link to learn more about our complimentary Alarm Report offer, and a separate link to take advantage of the offer by uploading an Event Chronicle file for processing of a single free report. For systems that are currently enrolled in an Alarm Management Services program, the tile will display subscription information including expiration date, date of last data upload, date of last report, and the number of reports that are still available via the current subscription. Click on the title bar to access all available services. On the Alarm Management Services page, options are available to allow uploading Event Chronicle files from the enrolled DeltaV system for analysis and reporting, ordering a new report, and running DeltaV Analyze to view previously uploaded data using the full power of DeltaV Analyze. 6.4.3 System Analysis Report There are eight sections in the System Analysis Report, the Knowledge Base Articles, Technical Support Calls, Lifecycle Status, System Profile Updates, Service Expirations, System License Utilization, Hardware Material Returns and the Local Site Activity. Knowledge Base Articles - This section identifies any outstanding (non-dismissed) actionable KBAs. Outstanding actionable KBAs with an available hot fix or flagged as mandatory by Emerson are highlighted in red for your immediate consideration. In addition, your dismissal notes are presented for KBAs you have dismissed in the reporting period.

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Technical Support Calls - This section provides a summary of calls that you logged, either via telephone or on-line. The Distribution of Calls chart and Call Statistics table can help provide insight into root cause conditions and areas for additional skill building. Lifecycle Status This section provides information to help you better manage system updates and make plans for long-term migration. Included in this section are the System Hardware Current Status Summary, the System Hardware Lifecycle Status Projections and the System Software Summary. Please refer to Section 6.4.2.5, Lifecycle Status tile for more information regarding system lifecycle stages. Optimizing the Value of the Guardian System Analysis Report
Guardian Support subscribers receive two System Analysis Reports annually. Prepared by Emerson specialists, these reports summarize service events and trends to help you operate and maintain your system with the highest availability and sustainability. The primary method for collecting system content information in this report is using the SureService Registration Utility. To provide you with the most accurate up to date reports possible, we highly recommend you periodically use the utility and upload the XML file to Emerson at least once every 45 days. Other actions you can take to enhance the value of this report include: o Always opening service calls to document any system issues or concerns. o Using the KBA dismissal feature to record your local related risk mitigation reviews and actions. o Returning all failed system hardware to Emerson with complete failure symptom data, regardless of warranty replacement status.

Figure16 Sample of a System Analysis Report

System Profile Updates - This section provides information on how frequently you reuse the registration utility to upload the latest system content XML files to Guardian. Taking frequent snapshots of your system content ensures that you will be able to receive the earliest possible notification for Knowledge Base Articles matching your actual system. Service Expirations - This section provides you the list of all the Services you subscribed and its Expiration dates. System License Utilization - This section provides you a list of all licenses assigned, available and unused for each system node. Hardware Material Returns - This section provides information regarding material returns, relative to failure during usage. Local Site Activity - This section provides information regarding system support services provided by your local Emerson service office.

TIP: By viewing your System Analysis Report online via the Guardian Reports tile shown in section 6.4.2.7, you can use the websites links to inspect the detailed system information upon which the report was based.