Keep your Proficy Systems Running Smoothly.
24×7 ITIL-structured support to protect your Proficy MES investment.
Your Proficy MES goes down. Productivity is lost and employees are frustrated.
If you don’t have the right plan…
Poor support will undermine your digital transformation efforts.
This can leave you feeling overwhelmed from trying to manage complex MES systems without sufficient expertise..
Comprehensive ITIL Support for Proficy: Our Value-Driven Approach
- 24/7 availability guaranteed response times
- ITIL-structured incident & problem management
- Industry-specific expertise
- Continuous improvement focus
- Support for cloud, hybrid, and on-prem
- Cybersecurity and risk management
- Knowledge transfer to your team
Rain Engineering’s Assurance Support provides manufacturing facilities with proactive, expert-driven solutions to ensure their MES systems operate at peak performance.
Rain Engineering’s Assurance team has deep expertise in both IT and OT, with a proven track record of supporting complex MES/MOM systems across various industries. We understand the unique challenges of maintaining and optimizing these critical systems.
Assurance Support for Proficy Systems
We work the way you do, following ITIL® standards and frameworks.
Assurance Offerings
System Monitoring and Failure Notification
We will let you know when something is wrong.
Best if you have a support team and just want to be notified when applications are misbehaving.
Incident Management
When things stop working, get production running again fast.
Focused on responding to incidents and getting you back up and running.
Problem Management
Reduce repeat incidents with thorough analysis and fixes.
For Organizations focused on Continuous Improvement
Service Request Management
Getting users access to applications and features they need.
Picture this: Your manufacturing floor is humming with efficiency. Every machine, every process, and every system is running seamlessly, guided by real-time insights from your MES. When an issue arises, it’s detected and resolved before it can disrupt production. Your team no longer scrambles to troubleshoot problems—they’re empowered to focus on innovation and continuous improvement. Downtime is a thing of the past, and your operations are more reliable than ever. With Rain Engineering’s Assurance Support, you’re not just managing your MES—you’re mastering it.
Proficy System Support that isn’t an afterthought.
You own a system that is critical to your success. How you care for that system is a reflection of how you care for your business.
Rain Engineering offers four options for technology support. We developed these plans to keep your operations running at their peak, foster user adoption and drive front line worker engagement. Paired with your GE Digital license maintenance and product support, these plans offer tools that fit the way you work:
- If you have a support team, but need extra horsepower to complete bigger projects, there is a plan for you.
- If your team can take care of the basics, but sometime needs a little help for tricky or persistent issues, there is a plan for you too.
- The Rain Engineering Proficy Support Plans meet you wherever you are and help you get where you’re going. With help from Rain Engineering, you can offer your business the proper level of support for their needs. Simply choose the best fit from four options:
notifi™ Plus
Best if you have a support team and just want to be notified when applications are misbehaving.
Base Support
Best if support needs are minimal and you have manpower and expertise on staff to handle day-to-day operations.
We are here if you get stuck with a problem that require deep expertise or system knowledge.
Focused on responding to incidents and getting you back up and running.
Enhanced Support
Best for an organization that has some manpower and expertise on staff but requires additional expertise and manpower for day-to-day activities.
A balanced approach to support, providing the right mix of support combined with proactive activities to maintain a healthy system.
Premium Support
Our most comprehensive coverage that’s best for the organization with 24/7 operations and mature IT support processes.
Comprehensive coverage with a focus is keeping your system healthy allowing you to worry less.
Ideal for the company who is focused on preventing issues before they occur.
A Program That Fits You
Select Your Plan
| Item | Description | notifi™ Plus | Base | Enhanced | Premium |
|---|---|---|---|---|---|
| notifi™ Monitoring Application | Monitor logfiles, SQL tables, Generating email and text message alerts, for 3 servers | X | X | X | X |
| Application Error Alerting | We will contact you when a system error is detected, or custom rule is violated. | X | X | X | X |
| Incident Management | Access to a Rain resource to assist with the resolution of unplanned interruptions or reductions in quality of IT services. The primary objective is to return service to users as quickly as possible. | M-F, 8am-5pm | M-F, 24 hrs. | 24 hr., 7 days | |
| Problem Management | Access to a Rain resource to assist with preventing Incidents from happening, and to minimize the impact of Incidents that cannot be prevented. ‘Proactive Problem Management’ analyzes Incident Records, and uses data collected by other IT Service Management processes to identify trends or significant Problems. | M-F, 8am-5pm | M-F, 8am-5pm | M-F, 8am-5pm | |
| Service Request Management | Access to a Rain resource to fulfill a service request from a defined service catalog within a specific timeframe. | M-F, 8am-5pm | M-F, 8am-5pm | ||
| Quarterly ERP Testing of Updates | **Rain will work with your team to test integrations between your ERP and MES systems.** | X | X | ||
| Quarterly SIM Patching | Rain will research, test, and install software improvement modules for supported applications. (subject to customer approval) | X | X | ||
| MES Upgrade | *Rain will perform an upgrade of your GE MES applications to the current version (8.0 to 9.0) or (8.1 to 8.2)* | X | |||
| Quarterly Prod to Dev Refresh | Rain will refresh your development environment with production data quarterly to ensure continuity | X | |||
| Support for Infrastructure Patching | Rain will research Windows server patches and provide guidance on the impacts to your GE MES system. | X | X | X | |
| System monitoring | Rain will monitor log files and recommend (quarterly) modifications to better tune your GE MES application. | X | |||
| Guided Learning | Rain will provide a .guided tours to empower your team and encourage continuing education to those supporting your system | X | X | ||
| Continuous Improvement | Rain will facilitate quarterly meetings with your operations and continuous improvement/reliability teams to ensure that you are getting the most out of your GE MES system | X | X | ||
| DBA Support | Rain will monitor your SQL environment and systems logs and make recommendations to optimize your experience. | 8 hr./month | 8 hr./week | ||
| Roadmap | Rain will construct and maintain a roadmap for your GE MES system that will help you plan effectively and align business. | X | X |
**When ERP updates cycle is quarterly, Rain will support post update testing
*Annual upgrades are included in the premium subscription when your current version in within 2 minor revisions.
notifi™ is a trademark of Kreativ LLC.
3 Step Plan to start Proficy Support:
- Select your plan
- Complete the onboarding.
- Get more uptime.
Rain Engineering’s Assurance service goes beyond typical vendor support to provide comprehensive, ITIL-structured incident and problem management for your MES and automation systems. Our industry-specific expertise allows us to quickly resolve issues and drive continuous improvement, ensuring your manufacturing operations run at peak efficiency. With 24/7 availability, support for diverse environments, and a focus on knowledge transfer, we help you maximize the ROI of your MES investments while building internal capabilities. Don’t let support issues hold your digital transformation back – partner with Rain Engineering to keep your systems running smoothly and your operations optimized.