Nuclear Automation
Instrumentation and Control
System Support Services (S3)
Background
Westinghouse and Emerson have a wellestablished alliance partnership that provides
integrated instrumentation and control (I&C)
system nuclear solutions for both new-build and
retrofits, based upon the proven and widely used
Ovation™ distributed control system. Extending
this alliance to after-market system support of
installed operational systems, Westinghouse and
Emerson leverage their strengths and capabilities
to benefit the nuclear power generation industry.
Westinghouse offers System Support Services
(S3) as an integrated technical support package
at a scalable level that corresponds to customerspecific needs and constraints, and provides for
response to emergent issues in a timely, effective
and efficient manner.
Description
The Westinghouse S3 package consists of service
components that Westinghouse and Emerson
offer as a coordinated means to address both
platform problems and application-related issues
for operational I&C systems in nuclear units.
Contract length is for one year minimum, but a
longer contract can be negotiated depending on
customer need.
Four basic components are included:
• Telephone Support
• Internet Support
• Software Update Support
• Consultation and Support Services
Ovation architecture
Telephone Support
Emergency support continues for unplanned
forced outages, power reductions, or imminent
power curtailments outside of the S3 package,
with the Westinghouse customer account
manager or Operations Control Center as the
first point of contact via the Westinghouse
Significant Issues Response Guidelines.
Comprehensive non-emergency telephone support
is provided via a single telephone support number
for both platform and application support issues.
Internet Support
Customers are provided access to the
Westinghouse I&C Systems Support website for
direct submittal of support requests via an input
form.
This website also contains the following
information:
• File new support requests
• Support contact information
• Emergency support procedure information
• Emerson SureService™ website access
link (documentation, manuals, user guides,
downloads, etc.)
• File and information sharing
Software Update Support
Software update support is provided within the following
general categories of service:
• Anti-virus Software Updates
Westinghouse receives definitions from Emerson
and notifies customers so that they may consider
subsequent download and installation onto their target
system(s).
• Operating System Patches
Westinghouse provides notification and access to
Microsoft® security patches for download from the
Emerson website.
• Ovation® Software Patch Updates
Westinghouse will provide notification and support
access to the latest software releases.
Consultation and Support Services
The S3 service package consists of one annual visit of two
days on the customer’s site for preventative maintenance
support from an experienced engineer that includes:
• Testing the Ovation network
• Reviewing the workstation error logs and performance
• Reviewing the historical reporting for proper archiving
• Inspecting Ovation hardware
• Reviewing Ovation alarms for anomalies
• Maintaining the system registration information
• Mentoring site engineers in preventative maintenance
techniques
Benefits
The benefits of S3 include:
• Ability to submit and support requests via telephone,
24 hours a day, seven days a week, 365 days a year
• Ability to quickly and easily connect with cognizant
support personnel
• Integrated capture and communication of issue
information
• Coordinated Westinghouse/Emerson support
• Westinghouse/Emerson cognizance of current system
(platform, application) status and history
• Timely resolution of issues
• Response by a Westinghouse engineer within one
business day of issue submittal
Westinghouse Electric Company
1000 Westinghouse Drive
Cranberry Township, PA 16066
www.westinghousenuclear.com
An S3 package provides periodic critical cleanup, backup
and maintenance without diverting customer resources
from critical applications. Additional optional services can
be provided on a time and materials basis upon request,
including additional site visits, control sheet changes and
replacement parts.
This package provides a defined process and structured
means for capture, characterization and prioritization of
issues and an organizational infrastructure to facilitate
timely and effective responses and resolutions.
Customers can expect the following experiences with this
service:
• Consistency in approach across projects and products
• Complete and effective background data capture
• Integrated communication of issues and background
data
• Efficient and effective referral with both Westinghouse
and Emerson
• Availability of knowledgeable personnel
• Timely response to customer questions and issues
• Scaled degree of support according to customerspecific needs, demands, and urgency of the issue
S3 customers may file their ticket requests with a
Westinghouse representative on the phone, through email
or using the customer S3 website. The typical contract
covers up to three systems (for example: plant system,
maintenance and test system, and simulator). If additional
systems coverage is needed, arrangements can be made
to address them.
Turnaround times for a new ticket may vary depending on
the complexity, nature and severity of the issue. All ticket
items are tracked and driven to closure by experienced
engineers in the shortest time needed (e.g., medium
complexity issue within 24 hours) to address the issue in a
safe manner. Updates are provided to the customer on a
regular basis for open ticket items.
Ovation and SureService are trademarks or registered trademarks of Emerson
Process Management. Other names may be trademarks of their respective owners.
February 2015
NA-0123
©2015 Westinghouse Electric Company LLC. All Rights Reserved