While local automation support can be valuable, it’s not always available when you need it most.
Facilities that depend entirely on on-site technicians may face delays during nights, weekends, holidays or simply when a technician is unavailable or traveling. These delays can result in significant downtime, especially when the issue prevents a production system from operating.
Consider what happens when a critical automation issue arises during a night shift. If local personnel are unavailable, the response may be delayed until morning. In contrast, a remote automation engineer with access to the facility’s system can begin troubleshooting within minutes.
In one such case with an Interstates client, our remote support team restored communication to a distributed control system at an ethanol plant before it caused a complete plant shutdown. This outcome would have been highly unlikely without immediate remote access.
Improving reliability with remote access
Remote automation support goes beyond emergency troubleshooting. It enables plant owners and operators to address minor issues that might otherwise go unresolved because the cost of dispatching a technician outweighs the inconvenience. With remote access, minor problems, such as sequence hangups or equipment faults, can be resolved with a quick call or email, minimizing disruption.
In addition, remote support can deliver consistent, proactive services such as application backups, system health checks and preventative maintenance. These tasks, which are often deferred in traditional models, can be completed regularly at lower costs, improving long-term reliability without requiring frequent site visits.
What to look for in a remote automation support provider
When selecting a remote support provider, it’s critical to choose one with technical depth across all layers of your control system: automation, operational technology, instrumentation, electrical, analytics and software. A provider with full-system knowledge can reduce delays caused by handoffs between multiple vendors and eliminate gaps in communication or responsibility.
The support provider you choose should also have experience in your specific industry and process, enabling them to troubleshoot not just technical issues but also the operational context behind them. Understanding how your systems and personnel interact allows engineers to diagnose root causes more effectively, whether the issue lies in the software, a sensor or a mechanical component.
Dedicated support engineers, a ticketing system, and 24/7 availability are also important. Unlike project engineers, who are often pulled between deadlines and site work, a dedicated support team can prioritize service requests in real time. Creating a support case as soon as an issue arises ensures it gets attention when it matters, not days later.
Technology and vendor relationships
Effective automation support is about having the right skills and access to the right tools. Providers who maintain strong relationships with hardware and software vendors can escalate issues more quickly, obtain service advisories and handle warranty replacements efficiently to reduce downtime caused by vendor-related issues.
Emerging technologies can further enhance the value of remote support. Predictive analytics and remote system monitoring can detect anomalies before they impact production. Knowledge Base portals and chat support streamline self-service for plant personnel, offering faster paths to resolution without waiting for a technician.
ROI and cost considerations
Remote automation support delivers clear financial benefits. It reduces travel expenses by resolving many issues without dispatching personnel and minimizes lost production by shortening response times. It also allows companies to leverage specialized expertise without being limited to local providers.
A common misconception is that remote engineers cannot effectively support a plant they’ve never visited. In reality, with proper documentation and secure connectivity, support teams can access and navigate systems remotely with full visibility, often faster than an engineer could drive to the facility.
Prioritize secure access and change management
As remote technologies evolve, their role in industrial automation will only expand. Secure access controls and disciplined change management processes must remain priorities, but the benefits — improved uptime, faster response and better long-term system health — are too good to ignore.
Facilities that embrace remote automation support as part of their reliability strategy position themselves to respond faster, operate more efficiently and stay ahead of unplanned disruptions. It's not just a convenience; it's a strategic investment in operational continuity.
Adam Van Schepen is manager of automation support at Interstates, a certified member of the Control System Integrators Association (CSIA). For more information about Interstates, visit its profile on the Industrial Automation Exchange.
