Service and Support

Connecting people and technology

Our dedicated service team is here to provide support whenever you need it. We provide a range of support packages, all tailored to your site, your team and your specific needs.

From reactive support - ideal for sites requiring only minimal maintenance - to total care packages incorporating regular maintenance to keep your system performing at its best, our diligent and responsive team will take care of everything.

To talk to us about tailoring a support package to your organisation, get in touch, or click here to access our online maintenance database.

Service Brochure Security Checklist
it security

IT Security

Reduce performance issues with patch testing. We test our patches in a secure environment and issue reports on which patches are safe to install.

We ensure your metering systems conform to Swinton Technology’s baseline security procedures (based on international standards such as IEC/ISO).

An audit report will be issued detailing identified weaknesses along with a suggested mitigation approach to reduce the exposure of your system to attack vectors.

system robustness

System Robustness

  • +Reduced response time in diagnosing support issues.
  • +Efficient deployment and testing of system enhancements.
  • +Provides a testbed for performing offline patch testing.

Adding a disaster recovery solution is paramount in securing your system data. Not only can this protect against data loss, a good DR solution also ensures reduced downtime.

We provide obsolescence management studies and reports covering your critical metering system equipment. These reports highlight obsolete elements and detail migration paths and solutions which can mitigate the risk to your asset.

tech support

Technical Support

Training your site personnel on the target metering system can help avoid both operational and security incidents.

With a maintenance contract in place you can benefit from access to our metering engineers, whenever required.

Within our Swinton Technology support contract, customers are granted access to our online Maintenance Database. This can be used for raising and tracking support requests, viewing key system documentation, managing equipment inventories, tracking system obsolescence and provides access to historical system data and reports.

Maintenance Support Contracts

Proactive

support contract

Proactive maintenance gives you peace of mind that whatever happens, our experienced engineers will be on hand to help.

A support contract gives you direct access to our wealth of knowledge, allowing for comprehensive forward planning and risk mitigation. Our preventative maintenance activities, such as patch testing and system health checks, ensure that your system is always working at its best and help identify small problems before they become unmanageable.

Outlined below are some of the most popular proactive package components:

  • +Obsolescence Management
  • +Patch Testing
  • +Health Checks
  • +Spares Management
  • +Virtual Machines
  • +Disaster Recovery Planning (DRP)
  • +FEED and System Audit Consultation

Reactive

reaction support

We offer reactive support from our team of experienced engineers, who can be mobilised quickly in the event of an issue on site. We know that speed of response can be key to minimising the disruption caused by metering computer system issues.

We have a dedicated service support team that can respond within an agreed time period. This can also extend to dispatching engineers to site if needs be. We offer this high response approach to every client, regardless of your original system supplier. Our range of web-based support tools and remote connectivity capability also help us to operate efficiently and provide support from our offices across the globe.

Our reactive support services include:

  • +Guaranteed Mobilisation
  • +Office Hours Support
  • +24x7 Support
  • +MDB Login Utility
  • +Remote Support
  • +Access to our highly dedicated team

Maintenance Database

Enhanced metering support

Over the years, we have built a dedicated Maintenance Database (MDB) solely to support our customers. This database holds detailed support information for each site and provides a call logging and audit trail facility that is accessible by clients globally as well as our engineers.

The MDB acts as the first port of call for your team - site technicians, technical authorities or managers - to access rich data. Its primary functions are to raise and track all reported faults to ensure that there is an audit trail and to measure our response times and performance resolving issues. However, the MDB also allows you to review key system information in one place, such as the latest FDS, ATM, system drawings and passwords, which can be invaluable.

The MDB provides additional information such as system recommendations, site visit reports and details of supplier bulletins on the equipment you have installed on site. It also includes contact information to enable any operator to quickly get to the correct person in our service team, alongside out of hours contact details.

The database can also automatically generate an email on the creation of a reported item, which is very useful for TAs with responsibility for multiple assets.

Click here to access the MDB or contact us to find out more.


Stores detailed support information for each site

Accessible by clients globally

Raise and track all reported faults

Virtual Factory Acceptance Tests

At Swinton Technology we understand the requirement to keep projects on track, particularly where there is a time-sensitive, fast track or plant shutdown dependency requirement. So, in order to provide our valuable services throughout this uncertainty, we now offer Virtual Factory Acceptance Tests (vFATs) to all our customers. Not only is this option safer during this climate, but it is also financially beneficial as vFATs eliminate travel costs too.

acceptance tests

Obsolescence Management

We are in the unique position of being able to support many system technologies, even those originally supplied by other integrators. We can often offer support on equipment that has long been discontinued, even when the original supplier is unable to offer it.

Expert support at every stage of your equipment lifespan

Every support contract customer benefits from ‘basic’ obsolescence management support. Every quarter we advise on the obsolescence of major system components with relevant information included in the quarterly report, along with predicted obsolescence and support expiry dates.

Customers taking up ‘enhanced’ obsolescence management support receive detailed reports on all current site equipment. They also receive migration paths for moving onto supported equipment, taking both budget constraints and impact to site operations into consideration. We can be as involved as you need us to be, moving from initial identification of an obsolescence issue to full mitigation of the problem.

For customers who cannot come out of obsolescence, we can offer short term, ‘best endeavours’ support for obsolete flow computer hardware using our stock of reconditioned equipment. In addition, we supply parts free of charge to clients with maintenance contracts, either when rectifying faulty equipment or providing spare computers.

Up to now, we have successfully satisfied every customer’s request for the repair or replacement of legacy equipment. We encourage clients to release their redundant legacy spares to us, so a centralised hub of flow computing spares can be held to support the oil and gas community in the future.

For more information about legacy support or to talk to us about handing over your legacy spares, contact us or click here to access the online maintenance database.

Cyber Essentials

We value our security and that of our customers. To minimise risks posed to Swinton Technology from cyber-attacks, we have implemented thorough security processes and procedures within our business environment. We are proud to announce our official Cyber Essentials certification. Find out more about Cyber Essentials here.

Stay secure with Swinton Technology.

acceptance tests