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OPTIMIZING YOUR TECHNOLOGY INVESTMENT WITH SERVICE AND SUPPORT
Total Care Field Services
I Connected IndustriaI
Safety—Honeywell’s Total Care Services help
customers work with dangerous processes
or environments, tackling marine applications,
hazardous oil & gas operations, high voltage or
temperature exposure, chemicals, and underground
operations. Safeguarding essential measurements,
readings and control functions, the services make
safe operations possible. 24/7 remote support is
not only for technical and operational issues but
also for safe operations.
Reliability—Reliability means keeping assets in
service, reducing incidents of unexpected downtime,
getting assets back up and running quicker when
faults occur, minimizing the impact on operations,
and ensuring the right working conditions for a
profitable business. A sophisticated predictive
diagnostic maintenance program enables you to
predict any upcoming issues, thereby maximizing
your plant’s operational uptime.
Efficiency—Honeywell understands precision,
traceability and quality control determine business
success. We deliver expertise in custody transfer
applications where small errors can have a big impact
on fiscal measurements; in pharmaceuticals where
traceability errors pose the risk of fines; for vessel
fuel consumption systems that depend on accurate
ballast filling; in power generation turbines that
require consistent steam quality; and in terminals
where bottlenecks and delays undermine operations.
The full scope of Total Care Services work together
to reduce problems that keep you from performing
at peak levels:
• Reduce the probability of trouble with regular
maintenance; managed software updates and
security; and planned, structured migrations
• Reduce downtime when problems occur through
access to readily available parts, on-call service
and remote connectivity for troubleshooting
and repairs
• Reduce gaps in internal expertise with 24/7
assistance, access to safety and regulatory
compliance experts, and tailored training programs.
Honeywell offers a comprehensive range of service
from “total care” contracts providing full maintenance
coverage for a single, annual charge, to contracts
for parts, upgrades and training to supplement
existing maintenance programs. Services can be
tailored and adapted to meet any customer’s
changing requirements.
Maximize the Return on Your Technology Count on Honeywell Total Care Field Services to help you streamline startup and optimize the lifecycle of your automation investment. Honeywell’s global service and support team can assist you in maximizing the return on your technology investment through personalized service and assistance throughout the life of your installation.
Drilling Down: Keys to a Strong Foundation Honeywell’s Total Care Services give you peace of mind by addressing the primary threats to your facility’s safety, reliability and efficiency. They drive down the likelihood of failures, reduce recovery times, and eliminate skills and knowledge gaps.
OP
TIMIZE SUPPOR
T
CHAN
GE MAINTAIN
TOTAL CARESERVICES
Field Equipment Upgrades
Software Upgrade & Updates (SESP)
Monitor Equipment Performance
Total Care Programs
Planned Maintenance Budget
Safety and Compliance
Access to GlobalSpecialist
Latest EngineeringPractices
Parts Management
Global TechnicalAssistance Center
24/7/365 Support
Remote Connectivity forFaster Resolution
Full Service Portfolio
• Over 160 service engineers globally
• 30 service centers in various countries
• We are near to every customer site
• State-of-the-art diagnostic features to solve most issues remotely.
Value of Honeywell’s Service and Support
Increased Performance and Reduced Total Cost of Ownership
Modbus/G
PU
Rem
oteV
iew
Avg. Temp. and/or
Water Bottom
Spot
Temperature LevelMeasurement
HART Transm
itter
Input
SIL
2/3
Alar
m C
onta
cts
Analog
& HART Out
Wireless
ENRAFFieldbus
Benefits of Honeywell’s Unmatched Service and Support Expertise: • Get online faster with a
smoother startup
• Minimize troubleshooting delays during initial programming and implementation
• Maintain operations despite any turnover in personnel at a predictable cost
• Optimize performance, capacity and availability
• Upgrade or migrate to newer technologies.
Rely on Our Comprehensive Service Offering: • Design and installation
• Maintenance and support
• Remote monitoring
• Optimization
• Training.
Stop Problems from Becoming Disasters There is never a good time for vital equipment or instruments to fail. But with aging systems, increased complexity and regulatory pressures, failure to get the right support can mean a fault is just the start of the problem.
Site Survey Experience a higher return on investment by starting
off with a thorough analysis of your project. Honeywell’s
site survey includes an inventory of existing
equipment, recommended instrumentation, and
an evaluation of internal obstructions and external
observations. The site survey can also determine
whether additional maintenance or repair will be
necessary to help establish your budget.
Product Configuration, Programming and Calibration SupportWhether it’s a resource constraint or a complex
application installation, we can help you configure
your Honeywell equipment quickly and accurately.
For example, we ensure tank gauges; blenders,
injectors, provers, gas pressure and measuring
systems comply with applicable standards. Our
technicians support your personnel to help ensure
proper ongoing operation and maintenance.
Product and System IntegrationHoneywell’s experts provide integration and
communication between other products and systems.
We work with your scope of work definition and a
detailed explanation of your desired operation.
Along with equipment, Honeywell can supply
configuration worksheets, device wiring diagrams
and configuration/application files.
CommissioningHoneywell installation manuals are comprehensive
and easy to follow. Our technicians provide the
assurance that installation is done correctly and
perform a final inspectional to mitigate risk of any
potential problems.
Design and Installation Expertise Process industries around the world use Honeywell measurement and control systems to maintain the safety, reliability and efficiency of operations. With our Total Care Services, we ensure confidence that these systems will keep delivering maximum ROI.
Software Service ContractsHoneywell’s software service contracts provide
unlimited support from our help desk, regular
software upgrades and field service. This begins
the moment the software is put into operation.
Standard Warranty ServicesIf an equipment problem is diagnosed at any time
throughout the warranty period, TAC engineers
will resolve the issue consistent with our product
warranty guidelines.
Extended Warranty and Support ServicesFor utmost product support, Honeywell offers
comprehensive support packages for a choice of one
to five years beyond the initial field instrumentation
warranty. In addition to the extension of the initial
standard product warranty for the time period
selected, benefits include:
• Extended technical support for all covered
products throughout the entire contract period
• Preferential evaluation services
• Preferential global warranty replacement
• Express shipment of warranted items returned
for repair or replacement
• No fees for software upgrades.
Field and Shop RepairHoneywell service technicians have the necessary
equipment to diagnose asset problems and make
on-site repairs. With an extensive knowledge base,
we can quickly and efficiently address mechanical,
power or electronic problems and correct calibration
errors. We can then make repairs immediately or
send for the proper parts from our extensive
inventory. In addition, we have extensive global
repair facilities with a complete stock of boards
and parts to ensure quick turnarounds in the field
and in our service centers.
Technical Assistance Centers (TAC)TAC is the center of expertise for Honeywell systems.
Its support helps resolve incidents, problems and
requests quickly and is included in service offerings
or can be utilized and billed separately.
TAC support services include:
• Telephone support for Honeywell software and
hardware installed on your systems
• Warranty support for all products under warranty
• Control workarounds for critical problems that
cannot be immediately solved
• Configuration support for users adding hardware
or software functionality to their systems
• Product support for those users who need answers
regarding Honeywell products
• Upgrade and installation support for customers
enhancing their hardware or software
• Defect/PAR management to document and
report defects to the Honeywell engineering
organization for resolution.
Industry-leading Maintenance and Support
Spare PartsWe always have spare parts in stock in our global
locations. For withdrawn products still supported, we
do our best to find a solution as soon as possible.
The two programs available for Field Instrumentation
Parts Management are:
• Site Stock/Priority 1: The spare parts covered by
this category are listed in a schedule within your
contract with Honeywell and are identified as Site
Stock that will be stocked at your site
• Bonded Stock/Priority 2: Honeywell-owned spare
parts are listed in a schedule within your contract
and identified as Bonded Stock or P2 Stock, and
will be stored in sealed packages in a Honeywell
facility. Access to this stock will be restricted to
those who have purchased the Bonded/P2 Stock
option. Access for ordering parts from the Bonded/
P2 Stock will be within 24 hours of the time the
order is received.
Remote MonitoringHoneywell can remotely monitor, diagnose and
service your gauges, industrial gas metering and
systems while in operation. Instead of waiting for
problems to occur, we can continuously monitor
the condition of equipment, and collect accurate
and reliable information. This helps to minimize
support calls, reduces the number of unscheduled
or unnecessary service visits, and increases uptime
to further enhance productivity.
OptimizationIn addition to maintenance and troubleshooting to
keep your products and systems running, Honeywell
offers services and support to optimize your
technology investment.
Evaluation and Upgrade SupportHoneywell’s support team is available for the
evaluation and upgrade of existing Honeywell
products—helping to extend the useful service life
of equipment and maximize the value of your
existing assets. This service can help you minimize
troubleshooting time and ensures optimum
performance when process lines are redesigned or
when previously decommissioned equipment is
being reinstalled after being held in storage. Support
includes the ability to expand the capabilities of
your equipment, including software upgrades.
TrainingHoneywell’s experts can provide training on particular
features of our products or even the integration
of third-party products with Honeywell products.
Our range of training options includes:
• Telephone: Honeywell’s support specialists can
provide training by teleconference to meet your
requirements
• On-Site Training: Our experts can provide on-site
training when instruction is best suited at your
location. This can also include hands-on use of
our products
• Honeywell Facility: Honeywell offers standard
and customized training sessions in our advanced
training facilities
• Remote Meeting via Internet/Telephone:
We can also create and provide remote meetings
designed to meet your requirements. These are
interactive, live training sessions.
Asset Management Honeywell’s Lifecycle Management approach
provides a long-term risk sharing partnership for
managing installed automation and safety system
assets. The program offers the flexibility to structure
a support solution with a lower cost option to
meet your unique asset management needs. It is
uniquely designed to maximize the expected results
from installed hardware and software.
Honeywell can provide the best instrumentation
covering a wide range of industrial applications. We
are also recognized for our industry expertise and
ability to meet field and control room requirements.
Combine our innovative product offerings with
the extensive support of our worldwide service
organization in product startup, maintenance and
training, and you have a partnership with a
company that stands behind you for the lifecycle
of your investment.
Honeywell Process Measurement & Control’s
comprehensive catalogue of services, available
individually or as part of our range of service
contracts, includes:
• In-factory repair
• Site surveys
• Basic design
• Tank inspections
• Tank roof drawings
• Technical bid specifications
• Cable routing and specification
• Determination of supply scope
• Extended warranties
• Spot labour—ad hoc or prepaid
• Parts Management with full traceability
• Calibration including W&M calibration
• Compliance services (DVGW, ATEX, etc.)
• Software updates and upgrades
• Cyber security
• Remote services and supervision
• Migrations, technology refresh, obsolescence advice
• Training
• Commissioning and start-ups
• Site Acceptance Tests (SAT)
• Service level agreements.
Why Honeywell Total Care Services?Total Care Services bring 40 years of experience in
terminals and the expertise of over 1,000 contracted
customers around the world. Backed by the
Honeywell Operating System, our support teams
deliver greater in-depth domain and product
expertise. We’ll provide the right solution to critical
issues—the first time—for a safer, more reliable and
more efficient operation.
Our Experts are Part of Your Team Honeywell service professionals are experts in their field and have the necessary global certifications to safely install and maintain your equipment. We become part of your team and are dedicated to your plant’s safety, reliability, efficiency and sustainability.
Before Installation • Site survey
• Consulting
• Project planning
• Functional design specification
• Product selection.
During Installation• Hardware/software
supply
• Supervision of installation
• Specific application development
• System configuration and integration.
After Installation• Commissioning
• Acceptance testing
• Training
• System optimization
• Remote and on-site service programs, extended warranty, help desk and emergency support.
For more information To learn more about Honeywell’s service programs,
email [email protected] or
contact your Honeywell account manager.
Americas2000 Northfield Ct.
Roswell, GA 30076 USA
Phone: 1 770 475 1900
Phone: 1 800 423 9883
Phone: 1 215 641 3610
Asia PacificHoneywell Pte Ltd.
17 Changi Business Park Central 1
Singapore 486073
Phone: +65 6355 2828
Europe, Middle East and AfricaDelftechpark 39
2628 XJ Delft
The Netherlands
Phone: +31 (0) 15 2701 100
www.honeywellprocess.comBR-16-01-ENG | 04/16 ©2016 Honeywell International Inc.