For plants running Zylocon
Support for the Zylocon systems in your plant.
The batch software, the dispatch connection, the I/O and the panels. We know how they’re built and we keep them running.
Email plant support
support@zylocon.comPeople are on standby 24 hours a day for emergencies. If the plant can’t batch, start the subject line with “Plant down”.
What we support
If it’s part of a Zylocon batch system, it’s ours to look after.
- Zylocon Batch software
- The operator batch screen, order entry, ticket printing, reports and settings on the plant computer.
- Dispatch connection
- The ULink link that brings tickets from your dispatch system into the batch computer.
- Plant I/O
- Opto 22 Optomux brains, Grayhill solid-state relay racks and Zylocon rack boards.
- Scales
- Serial connections to Cardinal, Rice Lake and Mettler Toledo indicators.
- Manual panels and J-boxes
- Hand control, wiring, harnesses and the documentation behind them.
- Plant computer and database
- SQL Server, end-of-day backups and setting up a replacement computer when one fails.
How a support request works
Step 1
You email us
Send what happened to support@zylocon.com. The list below helps us get to the cause faster.
Step 2
We look first
With your permission we connect to the plant computer remotely and diagnose before changing anything.
Step 3
We fix it
Most software and configuration problems are fixed remotely. When it’s in the panel or the wiring, we arrange a site visit.
Step 4
We write it down
You get a plain record of what we found and what changed, so the next person at your plant knows too.
What to include in your email
Five details get us to the cause faster than an hour on the phone.
- Which plant, and the name of the person we should reply to
- What the operator was doing when it happened
- What the screen showed: a photo of any error message helps most
- When it started, and whether anything changed beforehand (power, wiring, a new computer)
- Whether the plant can still batch
Keep your plant ready
The worst time to find out a backup doesn’t restore is the morning the batch computer won’t boot. We can help before that happens.
Database backups
End-of-day backups of the batch database, kept off the plant computer.
A cold-spare computer
A replacement plant computer set up from a known configuration, ready to swap in.
A system record
Your software version, settings, I/O map and scale setup written down in one place.
Common questions
- Is my Zylocon system still supported?
- Yes. Zylocon Batch and the plant controls around it are supported, and nothing is being retired.
- Do I have to upgrade to anything new?
- No. New software is optional. If and when you move to it, it runs alongside your current system first, and your current system remains supported until you choose to switch.
- Can you work on the panel and wiring, not just the software?
- Yes. We support the I/O, relay racks, scale connections, manual panels and J-boxes, and we hold the engineering drawings behind them.
- Our batch computer died. Can you get us running again?
- Yes. We set up replacement plant computers from a known configuration and restore your batch database from backup. Ask us about a cold-spare computer before you need one.
- Who do I talk to about a service agreement?
- Email Tyler directly at tyler@zylocon.com.
Something wrong at the plant?
Write to support with what you’re seeing. Questions about agreements, upgrades or anything else go to Tyler.
- Plant support
- support@zylocon.com
- Tyler Trauernicht
- tyler@zylocon.com