Facets Support Agreements

Rest Easy, We're On It

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Run Your Process With Profitable Peace of Mind

Facets Support Agreements are annual or multi-year contracts designed to keep your operation running smoothly with customized packages of support services that can include preventative and remedial maintenance, training class credits, software upgrade licenses, and various levels of online, on-site, and telephone support.

Options Available

Flex Hours

We offer discounted packages of pre-purchased engineering hours that can be applied to a range of projects and services including:

Flex Hours can be redeemed and additional hours purchased at any time. Detailed explanations of these services may be found in Engineering Services and in the individual Facets Support Agreement.

Unlimited Hardware Support

With this option, all time spent on hardware preventive maintenance, telephone and on-site hardware troubleshooting, parts installation and parts system integration will not deduct from Flex Hours.

Perpetual Software Upgrades

The most economical way to take advantage of all D/3®, FlexBatch®, and other NovaTech software products as they are released.

Extended Software Warranties

With this option, warrantied troubleshooting services can be extended beyond initial terms and will not deduct from Flex Hours.

Maintenance Releases

Periodic improvements to major software versions  – maintenance releases – are made without a formal software version release. These releases may be requested by the customer for their own installation, but we recommend using Flex Hours.

Replacement Parts Coverage and Spare Parts Logistics

Receive replacement parts for covered items at no additional charge for the duration of the agreement. Parts are shipped within 24 hours or faster, depending on the Facets level. Customers can also elect to maintain an inventory of NovaTech-owned spare parts on their sites.

Training Classes

Operators, engineers and plant managers can all benefit from the wide variety of software, hardware, safety and programming classes offered at our locations, online, or at your facility.

On Site Support

Add full-time NovaTech Field Engineers at your facility for software and hardware support. Rapid-response service will be provided from the closest NovaTech location when an On Site Engineer is unavailable.

Service Levels At A Glance

Diamond Emerald Ruby Sapphire
Phone Support X X X X
Customer Support Website X X X X
Spare/Replacement Parts
Parts Logistics (onsite spare parts inventory) Option Option Option Option
Parts Coverage (covered parts are replaced) Option Option Option Option
Response Times 7×24 7×24 5×8 5×8
Telephone 2hr 4hr 24hr As available
Parts 4hr 24hr 48hr As available
On-Site Service* 4hr 8hr 24hr As scheduled
Maintenance Releases X X X X
Software Upgrade Licenses for D/3 or FlexBatch Option Option Option Option
Extended Software Warranty Option Option Option Option
Minimum Training Credits (Class Days) 25 15 10
Unlimited Hardware Support Labor Option Option Option Option
Flexible Support (Flex Hours) Regular Services
Preventive and Remedial Maintenance X X X X
Software Support X X X X
Hardware Support X X X X
Graphics Support X X X X
Engineering Services X X X X
Applications Support X X X X
Systems Engineering Support X X X X
Network Support X X X X
Resident On-Site Support Option Option Option Option
Minimum Flex Hours Included 160 80 40 20
Additional Flex Hours Available X X X X
Travel and Living Expenses N/C** N/C** Cost+10% Cost+10%

* Best effort to arrive on-site.
** If within 100-mile radius from field office.

  • It is fair to say that without a fully functional distributed control system (DCS), a modern plant cannot operate safely and efficiently and in some cases, cannot operate at all. Therefore, it is vital to ensure the integrity of all DCSs and protect them from malicious attacks, accidental corruption, and data breaches that may jeopardize safety or production or may compromise the end user’s competitive advantage in the marketplace.

    This paper describes the philosophy and guidelines for keeping your D/3® DCS secure from cyberattacks.

    August 1, 2016

  • PCM5 — D/3 Process Control Module 5 Series  

    The NovaTech D/3® Process Control Module 5 Series (PCM5) represents a leap forward in the development, virtualization, and Cyber Security capabilities of the D/3 PCM family. The upcoming PCM5™ will deliver even higher levels of agility and performance to the DCS with the longest life cycle support and lowest total cost-of-ownership in the industry: the D/3.

    June 7, 2016

  • D3v15: Futureproof of Automation  

    D/3® Version 15 (D3v15) includes an array of valuable enhancements to the most adaptable and powerful DCS on the market. D3v15 delivers the highest lifetime value by preserving investments in applications, hardware, and I/O while incorporating the latest advancements.

    March 21, 2016

  • ARC View: NovaTech Continues as Trusted Partner  

    In partnership with NovaTech, the ARC Advisory Group recently produced a 5-page ARC VIEW article promoting NovaTech as a long-term, viable, and trusted partner with a strong product offering. 

    February 18, 2016

  • DAK – Value Driven Control System Migration  

    During the 2016 ARC Forum in Orlando, FL, NovaTech customer Emilio Paramo, Manager of Systems and Telecommunications for DAK Americas – Mexico, presented a case on aging control systems and improving business performance through innovative solutions.

    February 5, 2016

  • Additional Datasheets, Application Notes, Customer Success Stories and other documents in our documentation library

    D/3® SABL® [#S456]

    A five-day course, using D/3® software, covering the steps involved in developing and using the SABL® package.

    December 12, 2016 – December 16, 2016
    Aiken Training Office

    D/3® SABL® [#S456]

    A five-day course, using D/3® software, covering the steps involved in developing and using the SABL® package.

    February 20, 2017 – February 24, 2017
    Aiken Training Office

    D/3® SABL® [#S456]

    A five-day course, using D/3® software, covering the steps involved in developing and using the SABL® package.

    June 20, 2017 – June 24, 2017
    Aiken Training Office

  • D3v15 Webinar

    The latest release of the D/3 Distributed Control System includes new configuration tools that make the system easier for new and existing users. The webinar covers building tags with MDL Builder, writing automation code with D3Edit, web-accessible History and Reports, features to facilitate migration to High-Performance HMI, and OSIsoft PI integration.

    March 24, 2016

  • D/3 Distributed Control System Overview

    This video introduces the D/3, the Distributed Control System trusted by many Fortune 100 companies to keep their global operations’ continuous and batch processes running smoothly and efficiently. Part one reviews the system architecture and configuration tools.

    November 21, 2014

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