Remote, 24/7 and onsite support from engineers who know your control system, your data and your process, so your plant keeps running long after handover.
Support across Siemens, Rockwell Automation, Yokogawa, Schneider Electric, AVEVA and more.
Handover is where support gaps show up. The engineers who built the system move on to the next job, and site teams inherit PLC logic, historians, virtual servers and dashboards they didn't configure. A fault at 2am can't wait for someone to fly in.
Mipac supports the operational technology your plant runs on: control systems, virtual infrastructure, historians and plant data, and Mipac software. Our engineers know the process as well as the code. They fix problems in terms of throughput and recovery, not just tags and loops.
Most operations combine these. A common mix is remote support day to day, with site visits when the work needs them.
PLC, SCADA and DCS configuration, changes, fault finding and diagnosis on Schneider Electric, Siemens (including PCS7), Rockwell Automation, Yokogawa and Inductive Automation platforms.
Virtual servers, system and network fault diagnosis, and regular backups moved to an offsite location.
AVEVA PI (formerly OSIsoft) and Rockwell FactoryTalk Historian systems, including licence renewals. When an issue sits with the vendor, we take it up with them for you.
Support and licence renewal for MPA, so the tools your operators rely on stay current.
Beyond the systems themselves, our engineers help your operations team with root cause analysis of operational events, process optimisation and continuous improvement.
Unused hours don't have to go to waste either. Where an agreement lets hours roll over, we plan expiring hours into work that adds value to your system.
Support agreements can include scheduled preventative maintenance. A typical weekly routine covers:
Reviewing the state of your virtual infrastructure, including events and faultsBacking up the system and moving the backup offsiteChecking the bypass log and reporting any new bypassesAn optional site familiarisation visit lets our engineers learn your process and control system, meet your team and review your support priorities.
We set hours, response times and escalation paths to suit your operation.
You get a dedicated phone number and email, and we set up secure VPN access to your systems.
Our engineers find and fix faults remotely, or come to site when the problem calls for it. If a fix turns out to be bigger than a support request, we scope it as a project.
Monthly reports show what we did, the hours used and remaining, how we performed against your service levels, and what we recommend next.
A service desk portal gives your team one place to raise and track requests. A Mipac knowledgebase of guides and troubleshooting articles helps your nominated site team handle everyday requests, like adding users or tags, without drawing down your support hours.
At Anglo American's Quellaveco copper operation in Peru, Mipac engineers worked on site during the day while a Brisbane-based remote team covered the night. The site had around-the-clock control system support through start-up, from a team where most members spoke fluent Spanish.
Despite being on opposite sides of the globe, the collaboration between our team and theirs has been very smooth.
Fewer hours lost to system faults, and a monthly view of what your support delivers.
Senior backup across control, data and software, including systems you inherited.
See how we commission new plants and accelerate start-up.
Onsite support puts our engineers at your plant for work that needs physical access, such as hardware faults, commissioning and shutdowns. Remote support connects them to your system over secure VPN for diagnostics, configuration changes and routine checks, with no travel time. Many operations use both.
It depends on your coverage. On business hours agreements, we aim to respond within four business hours. On 24/7 agreements, phone requests get a response within one hour, and email or portal requests within one business day. Your service level agreement sets out the exact terms.
Agreements are tailored to each site. They usually include an allocation of support hours, phone and email access to our engineers, and remote fault-finding over secure VPN. Options include preventative maintenance, site visits and monthly reporting.
Depending on the agreement, unused hours can roll over for a limited period. We aim to use expiring hours on work that adds value to your system.
Yes. At Quellaveco, our team supported a plantwide control system configured by another contractor, which meant first getting to know its customised library.
Both. Support can cover historians such as AVEVA PI and Rockwell FactoryTalk Historian, and Mipac's MPA software, alongside PLC, SCADA and DCS systems.
Yes. For historian and MPA support, you can nominate a site team as first responders, backed by a Mipac knowledgebase. Our engineers then focus on the issues that need them.
A concise overview of how Mipac works, what we've delivered and where we can help. Useful if you're building a business case or evaluating OT partners.
Tell us about your systems and where support is falling short. We'll recommend remote, 24/7, onsite or a mix.
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