GEA Codex® Remote Support

Recognize your benefits:

• Guaranteed response time to any support request during the contractual period, e. g., 8 hours x 5 days, 24 hours x 7days.
• Access to control systems specialists familiar with your control system.
• First aid support - Fast and accurate response as remote services give the specialist a real-time view of the production status.
• Improve Overall Plant Effectiveness (OEE/OPE) by increase plant availability and production performance.
• Minimize the cost of on-site technical support as most issues can be solved by phone and/or remote connection.

Modern Control Systems are exceptionally reliable but, as with any other complex equipment, failure beyond the obvious hardware fault is possible. Control system programs sometimes get stuck due to unforeseen process situations, untested production conditions or even malfunctioning input signals. In these situations, only direct action in the PLC code can identify and solve the problem to resume normal plant operation.

Factories operating almost at full capacity and /or producing high value products cannot accept any downtime. Control systems issues must be addressed quickly to maximize system availability. Waiting for business hours to contact a service engineer, then waiting again for a specialist to travel to site, will only increase losses. Building in-company competencies is not always possible and third-party support lacks the full expertise GEA automation engineers have with our process technologies, especially our GEA Codex® automation framework.

GEA Codex® Remote Support is a service for control system related problems at GEA customers’ plants, that uses primarily Remote Connectivity and telephone calls. Should an incident occur, a GEA automation engineer will be available and, within a guaranteed response time, will start to record and analyze the problem. Direct and immediate access to the control system enables a better diagnosis than tracking historical data and logs. Production can then resume more quickly, either with a permanent solution or a temporary fix with GEA Service better prepared to continue the work remotely or on-site.