Why 24/7 support for your AVEVA PI system is essential
For many organisations, the AVEVA PI System serves as the central single source of truth – indispensable for solid production environments, energy assets and critical infrastructure. Outages, data gaps or performance issues can not only lead to significant costs, but also compromise operational safety. At the same time, the ongoing skills shortage makes it increasingly difficult to maintain deep PI expertise and reliable in-house availability.
With our 24/7 AVEVA PI support, you gain round-the-clock access to specialists, proactive monitoring and rapid response times – ensuring maximum system stability, continuous data collection and trouble-free operations.
Standard Support vs. 24/7 On-Call
Standard support
Our standard support provides reliable assistance for your AVEVA PI System during regular business hours – including analysis, troubleshooting and ongoing system maintenance.
Service scope:
- Support and case handling during business hours
- Telephone availability via our hotline service
- Use of the MEGLA Service Ticket System for transparent, traceable case processing
- System monitoring, including via MEGLA Monitoring
- Custom-built monitoring structures directly within the AVEVA PI Asset Framework
- Automated verification mechanisms aligned with your internal IT requirements
- Defined response times according to your service agreement
- Regular PI System health checks
- User assistance (e.g., report creation, PI applications, best practices)
- Scheduled service reviews for transparency and continuous optimisation
24/7 on-call service / Extended SLAs
For organisations requiring maximum availability and fast response times, we provide an extended, fully flexible service – scalable and accessible at any time.
Additional benefits over standard support:
- Round-the-clock on-call service, customisable (e.g., 24/7, 24/5, 16/5)
- On-demand coverage for special situations (weekends, holiday periods, parental leave, sabbaticals, critical IT projects)
- Guaranteed response times – day or night, weekends and public holidays
- On-call service staffed by certified AVEVA PI experts
- Proactive monitoring and automatic escalation of critical events
- Emergency support during weekends and public holidays
- Defined escalation levels and guaranteed reachability of the on-call team
- Tailored SLA design aligned with your operational needs
- Use of a proven alerting system also employed by emergency services
Your Key Benefits at a Glance
Business Continuity
Downtime is costly – we help you avoid it.
- Prevent unplanned outages and ensure stable system performance
- Maintain high data quality through continuous monitoring and rapid intervention
- Reduce operational risks with proactive issue detection
Guaranteed response times
- Incident response within 45 minutes
- Immediate initial actions and prompt incident assessment
- Direct remote support to resolve issues without delay
Certified Expertise
- Our system integrators are certified AVEVA PI specialists (Certified System Integrators)
- German-based support: our experts operate exclusively from Germany – with 24/7 availability in accordance with German labour regulations
- Combined OT & IT expertise for in-depth analysis and dependable troubleshooting
- Long-standing experience in managing and supporting complex AVEVA PI environments
Flexible on-call models
Tailored options to match your operational requirements:
- Full 24/7 coverage
- 16/5
- Customised models aligned with your production and operating hours
Proactive Rather Than Reactive Support
Prevent problems before they occur
A reliably running AVEVA PI System requires more than rapid emergency response. That’s why we focus on proactive support – identifying potential disruptions before they affect your operations. Through continuous monitoring, early anomaly detection, regular system health checks and targeted performance optimisation, we ensure a stable and efficient system environment.
This is the crucial difference between “support when problems occur” and “preventing problems altogether” – maximising availability, data quality and operational safety.
Typical 24/7 Support Scenarios in Practice
Our 24/7 support covers the moments when outages and data gaps are most critical – ensuring that issues are detected and resolved immediately, no matter the hour. Typical scenarios include:
- Night-time warnings in the PI System: our on-call team responds immediately, long before the issue would be noticed during standard operations.
- An AVEVA PI Interface stops sending data: we connect remotely and often restore data flow within minutes.
- Storage or archive subsystems exceed quota limits: our monitoring system triggers an instant escalation.
- Internal IT disruptions impact the PI System: we identify the root cause and proactively notify your IT support before outages occur.
Your Direct ROI
Our AVEVA PI support generates measurable value for your operations. Continuous system uptime ensures stable production and uninterrupted data acquisition – a crucial foundation for AI models, machine learning and accurate analytics. At the same time, your support costs remain predictable, and your internal team gains valuable capacity as workload and internal on-call duties are significantly reduced.
In short: our support becomes an investment that pays off immediately in day-to-day operations.