roxar global services
Roxar is a world class provider
of customer services. We believe
in helping you get maximum value
from the technology solutions
we deliver and enhancing your
customer experience.
Roxar is the leading global supplier of realtime measurement solutions for Production
Optimisation, Enhanced Oil Recovery and
Flow Assurance.
Our real-time measurement instruments are
in operation downhole, subsea and topside
in all corners of the world in every type
of reservoir, helping optimise production
of reservoir fluids.
The main goal of Roxar’s metering customer
service organisation is to fulfil our customer’s
requirements regarding service and support.
1
4
7
2
5
8
3
6
9
1 Wetgas - topside
2 Watercut - HC/LC
3 Multiphase - subsea
4 Oil-in-Water
5 Watercut - FC
6 Multiphase - topside
7 Wetgas - subsea
8 Sand - subsea
9 PDMS Gauge
We will protect our customer investments
and ensure that the equipment yields
the expected capacity and performance
during the lifetime of the delivered
metering product.
All Roxar products are backed by our expert
service organisation throughout the product
life cycle. From system installation and commissioning to ongoing maintenance and data
analysis and reporting, Roxar provides its
customers with valuable services and support
from our highly qualified and experienced
engineering staff and system specialists.
We get the job done, when it’s needed, where it’s needed
A complete servicefocused solution
Roxar Global Services – enhancing
the customer experience
Today’s global E&P industry is all about
maximising assets and getting the maximum
value from partnerships. Products are not
just about hardware – they are about the
people, information, workflow, training
and support which create a complete servicefocused solution. Roxar, one of the world’s
leading technology solutions providers
to the upstream oil and gas industry,
Roxar Global Services is a worldwide service
organisation. With its head office in Norway,
Roxar employs staff across a network of
wholly owned offices in Europe, the Americas,
Africa, CIS, Asia Pacific and the Middle East
– all with a wide array of industry experience.
understands this. Through its Global Services
division, Roxar is strategically partnering
with its customers to provide value-added
services to keep its flow measurement
and downhole instrumentation solutions
operating at peak performance. The result
is improved productivity and significant
investment returns on Roxar’s solutions.
Safety is always a key focus as proven by
our outstanding track record over the years.
We maintain an Emergency Preparedness
Programme in order to always be available
to support regular as well as non-regular
calls from our field personnel.
From installation through to a field’s decommissioning, we believe in helping you get maximum
value from the technology solutions we deliver
and enhancing your customer experience.
We believe
in helping you
get maximum
value from
the technology
solutions.
This is how we achieve it…
1
Global
on-site
support
There is no substitute for on-site support services. Roxar
Global Services provides you with on-site support through
its highly skilled service engineers located across the globe.
On-site support includes a professional commissioning
and meter start-up service, such as measurement validation
services, configuration and calibration, software upgrades
and system improvement, through to regular, preventative
maintenance services.
Rather than waiting for emergency call-outs, Roxar focuses
on preventative support in order to predict equipment failure,
leading to increased product integrity and optimal data.
2
Remote
technical
support
Roxar’s remote technical support service provides remote
communications solutions to companies that operate in remote
locations, both land and sea, where reliable communication
infrastructure are not always readily available.
By allowing Roxar to remotely connect to metering systems
diagnostics, remedy work can be performed remotely by
the Global Service Centre. This ensures fast access to data
by minimising downtime of the meter.
3
The Roxar
Global
Service
Centre
To ensure the best and quickest response, regardless
of time zones, and to minimise downtime of the meter,
the Roxar Global Service Centre is organised through
a network of service centres world wide.
The First line support is operated by a local coordinator
or service engineer who will receive, direct and manage
operator queries, whether it is a spare parts request,
a technical question, or the processing of diagnostic data.
Roxar Global Services have also allocated metering advisors
for second line support and offers dedicated service project
managers for complex deliveries and larger projects.
Roxar operates a web based customer service system
containing all installed meters and historical service records.
Roxar also operates a 24/7 emergency phone service in order
to always be available to support calls from field personnel.
4
Turning
information
into value
Ensuring you have the business critical information you
need, through the interpretation and analysis of meter
and downhole instrumentation data, is an essential part
of what Roxar Global Services is all about.
Roxar provides a common desktop for the visualisation,
monitoring, analysis and interpretation of the operator
reservoir, turning raw data into valuable and actionable
information.
Roxar Fieldwatch, a specialised Windows-based field
monitoring system, and Roxar Fieldmanager, a comprehensive production data management system, provide
a broad range of interpretation, analysis, monitoring and
diagnostics tools. The result is increased information and
reduced uncertainty when making crucial production
optimisation and reservoir management decisions.
6
Training
solutions
5
Corrosion
and erosion
services
Throughout the product life cycle, from installation
to modernisation, Roxar helps its customers reap the
maximum benefits from their corrosion monitoring
and measuring systems and equipment.
In the battle against corrosion, Roxar is a strong ally.
We provide a wide range of uniquely effective corrosion
monitoring technologies and expertise to leading oil
companies worldwide.
To ensure that our customers get the most out of our
corrosion monitoring products, we also provide data
retrieval, on-line communications and software solutions
supported by expert system specialists, and data analysis
services. When accurate and reliable corrosion monitoring
is critical – no matter what the oil and gas application
– Roxar is up to the challenge!
One of the most essential success factors in the operation
of Roxar instrumentation and meters is proper training.
The benefits of training are:
Increased knowledge creating motivated and skilled employees
A faster and better response to alarms and measurements
Fewer mistakes made by employees in operating the meters
Better communication lines with Roxar personnel
A greater understanding of maintenance demands
Roxar’s product training programmes are designed for engineers,
maintenance and operations personnel. All programmes are
run by service engineers who combine their understanding
of theory with their unrivalled, on-site practical experience.
The Standard Training Programme
includes an introduction to the metering principles
and technical descriptions of the meters. A walk
through of the configuration and calibration
is conducted together with the operation and
maintenance of the actual meter type.
On-job Training Programme takes
care of the hands-on training and operational
guidance on-site for the maintenance or
operational crew, taking the theories learned
in the classroom, and transferring them
into practice.
For more in-depth knowledge of particular installations a Tailored Training Programme will assess
the current skill levels within the organisation.
Roxar Global Services will then work with operator
human resources and training departments
to draw up a programme and develop targets
and benchmarks for participants to achieve.
All Training Programmes can be organised
either at client or Roxar premises.
7
Technical
Service
Agreements
Regional offices
Through Technical Service Agreements, Roxar is strategically
partnering with its key customers to provide value added
services and ensuring its flow measurement and downhole
instrumentation solutions operate at peak performance.
The result is improved productivity and significant investment returns on Roxar solutions which will help you to
optimise the product life cycle performance and minimise
risk during installation.
Roxar provides two distinct service programmes:
The Standard Service Programme
provides the minimum support level recommended in the operational phase of a project.
This support programme is developed for timely
resolution of issues and access to the Roxar
Global Service Centre in order to manage,
address and direct technical queries.
The support solution includes:
Annual preventative maintenance services
On-call site support services
(standard mobilisation times)
Access to Roxar Global Service Centre
Software revision upgrades (limited)
Source management (if applicable)
Service records & reporting
The Premium Service Programme is designed
for delivering 24/7 support and highly effective
remote diagnostics for customers where minimum
downtime and maximum responsiveness are essential.
This in turn minimises equipment downtime and
secures accurate data validation of measurement
results. The support solution includes:
Regular preventative maintenance services
On-call site support services
(standard mobilisation times)
Short notice on-call site support services
Access to Roxar Global Service Centre
Full software support
(Incl. version upgrades)
Source management (if applicable)
Service records & reporting
24/7 emergency phone support
Remote diagnostics
Data validation services
Head office
Europe and Africa
Roxar ASA
Gamle Forusvei 17
PO Box 112
4065 Stavanger
Norway
Roxar Limited
Tuition House
27–37 St. Georges RD.
Wimbledon
London SW19 4EU
United Kingdom
Telephone
+47 51 81 8800
Telephone
+44 (0)1224 411 200
teleFax
+47 51 81 8801
teleFax
+44 (0)20 8971 4001
Americas
CIS
Roxar Inc.
3300 Walnut Bend Lane
Houston
TX. 77042
USA
Roxar Services AS
Leninskiy prospect 6
Building 20
119991 Moscow
Russia
Telephone
+1 713 334 2222
Telephone
+7 495 504 34 05
teleFax
+1 713 266 0172
teleFax
+7 495 504 34 06
Middle East
Australia
Roxar Limited
The Wind Tower
7th Floor, Office No. 71
Building No. 403 Road
1705, Block 317
PO Box 10838,
Manama, Bahrain
Roxar Pty Limited
6 /16 Ogilvie Road
Mount Pleasant
Perth, WA 6153
Australia
Telephone
+973 1751 7111
Telephone
+61 8 9315 9500
teleFax
+973 1751 7100
teleFax
+61 8 9315 9511
Asia Pacific
Roxar Sdn Bhd
Level 9 Menara Chan
138 Jalan Ampang
50450 Kuala Lumpur
Malaysia
FASETT
Photo: Gettyimages (no.1, no.2, no.6 (hands)).
Emile Ashley (front page, no.3, no.4, no.6 (pen), no.7).
Product illustrations: Tryllefilm. Print: Gunnarshaug.
Telephone
+60 3-2162 4450
teleFax
+60 3-2162 4460
www.roxar.com
[email protected]
outside office hours
roxar global duty phone
+47 815 52 233
Make sure it’s Roxar.