Accessing the Far Netherworlds of Automation
Sometimes it seems like circumstances conspire against us and thwarts our efforts to help our customers. In particular, I’m thinking of a couple of our customers that we do break / fix support for. Since they don’t have strong IT infrastructure, any changes or troubleshooting has to be completed remotely. While it’s not that far to their location, because we have to deploy to engage, we are often called in onsite when they have no other options. That means the customer needs to fully identify the issue as accurately as they can, have different internal resources take a crack at it and then bring us in. While that may all happen in less than a day’s or shift’s time, that period that the facility is down or degraded versus the five minutes it sometimes takes us to get them up and running feels way too inefficient.
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