Frequently Asked Questions
General Notes
Warranty
Abbey Systems Ltd’s standard warranty is 12 months (return to factory or US office) from shipping date, covering materials and workmanship. Please refer to Standard Terms & Conditions of Contract.
Terms
Abbey Systems Standard Terms and Conditions of Contract apply and are available on request.
Validity
Where quoted, prices are valid for 30 days (applies to Abbey Systems equipment and services only). Abbey Systems Price List does not constitute a quotation without Abbey Systems written agreement is under no obligation to supply at published prices. Product specifications and pricing may be changed without notice.
PCs
PC specifications and prices are subject to change at the time we place orders on our suppliers. Any change will be to the customer’s account. PC warranties are carried by the manufacturer’s own authorised repair service in country. Where possible we purchase with a 3 year warranty.
Radio Channels
Responsibility for compliance with MoED RMS radio licences is the customer’s care. Please advise channel arrangements for equipment containing radios at the time of order.
Payment Terms
Customers with approved Credit Accounts: Terms are Payment in Full by the 20th of the month following invoice. Special terms may apply for contracts. Other Customers: Terms are Payment in Full prior to the despatch of goods or supply of technical services.
Warranty
Abbey Systems Ltd’s standard warranty is 12 months (return to factory or US office) from shipping date, covering materials and workmanship. Please refer to Standard Terms & Conditions of Contract.
Terms
Abbey Systems Standard Terms and Conditions of Contract apply and are available on request.
Validity
Where quoted, prices are valid for 30 days (applies to Abbey Systems equipment and services only). Abbey Systems Price List does not constitute a quotation without Abbey Systems written agreement is under no obligation to supply at published prices. Product specifications and pricing may be changed without notice.
PCs
PC specifications and prices are subject to change at the time we place orders on our suppliers. Any change will be to the customer’s account. PC warranties are carried by the manufacturer’s own authorised repair service in country. Where possible we purchase with a 3 year warranty.
Radio Channels
Responsibility for compliance with MoED RMS radio licences is the customer’s care. Please advise channel arrangements for equipment containing radios at the time of order.
Payment Terms
Customers with approved Credit Accounts: Terms are Payment in Full by the 20th of the month following invoice. Special terms may apply for contracts. Other Customers: Terms are Payment in Full prior to the despatch of goods or supply of technical services.
Loan Policy
Abbey Systems recommends customers hold a suitable range of spare hardware/firmware for the RTU and Master station equipment they use in their SCADA systems. However, we recognise that sometime this does not happen and LOAN equipment may be supplied to customers in these cases. Any loan is made on the following basis:
The customer agrees to pay all costs associated with the provision of the LOAN equipment, including any labour for priority assembly, freight to and from site and any phone assistance requested. On the return of the LOAN unit, any repackaging required and costs to return the product to a merchantable condition shall also be met by the customer.
The following timescales apply:
1 Emergencies - A customer’s unit is faulty and no spares are on hand.
2 weeks, which will allow a returned faulty unit to be repaired and returned to the customer.
2 Abbey Systems staff suspect a fault during the warranty period.
2 weeks, which will allow a returned faulty unit to be repaired and returned to the customer.
If the returned unit is covered by warranty then the costs of repair shall be met by Abbey Systems but all costs of provision shall apply. Please refer to our standard warranty terms.
3 Goods are supplied on a "Sale or Return" basis.
4 weeks after which Abbey Systems shall invoice the customer unless it has been returned.
4 Goods are supplied for mutually-agreed trial as part of a customer’s purchase decision
8 weeks which should allow sufficient time for evaluation.
An Abbey Systems invoice for the goods will be raised at the time of despatch and accompany the goods wherever possible. The invoice will list:
• the name of the Customer contact requesting the loan
• the name of the Abbey Systems staff member authorising the loan
• the expected return date as above
• a customer Purchase Order number
• list of the goods supplied and prices for the goods
If the goods are returned within the loan period then the invoice will be credited, less any costs incurred with the provision of the loan, and the invoice will be due for payment under a customer’s normal credit terms with Abbey Systems.
Should the customer decide to purchase the goods after receipt then the invoice provided will apply.
If the goods are returned after the loan period then Abbey Systems reserves the right to charge 15% of the cost of the goods as a restocking fee plus the initial costs of provision.
Abbey Systems recommends customers hold a suitable range of spare hardware/firmware for the RTU and Master station equipment they use in their SCADA systems. However, we recognise that sometime this does not happen and LOAN equipment may be supplied to customers in these cases. Any loan is made on the following basis:
The customer agrees to pay all costs associated with the provision of the LOAN equipment, including any labour for priority assembly, freight to and from site and any phone assistance requested. On the return of the LOAN unit, any repackaging required and costs to return the product to a merchantable condition shall also be met by the customer.
The following timescales apply:
1 Emergencies - A customer’s unit is faulty and no spares are on hand.
2 weeks, which will allow a returned faulty unit to be repaired and returned to the customer.
2 Abbey Systems staff suspect a fault during the warranty period.
2 weeks, which will allow a returned faulty unit to be repaired and returned to the customer.
If the returned unit is covered by warranty then the costs of repair shall be met by Abbey Systems but all costs of provision shall apply. Please refer to our standard warranty terms.
3 Goods are supplied on a "Sale or Return" basis.
4 weeks after which Abbey Systems shall invoice the customer unless it has been returned.
4 Goods are supplied for mutually-agreed trial as part of a customer’s purchase decision
8 weeks which should allow sufficient time for evaluation.
An Abbey Systems invoice for the goods will be raised at the time of despatch and accompany the goods wherever possible. The invoice will list:
• the name of the Customer contact requesting the loan
• the name of the Abbey Systems staff member authorising the loan
• the expected return date as above
• a customer Purchase Order number
• list of the goods supplied and prices for the goods
If the goods are returned within the loan period then the invoice will be credited, less any costs incurred with the provision of the loan, and the invoice will be due for payment under a customer’s normal credit terms with Abbey Systems.
Should the customer decide to purchase the goods after receipt then the invoice provided will apply.
If the goods are returned after the loan period then Abbey Systems reserves the right to charge 15% of the cost of the goods as a restocking fee plus the initial costs of provision.
Strong Passwords
Some of our products require passwords which are difficult to crack or strong. We recommend you come up with a password using the following guidelines.
• use a mixture of upper and lower case letters, numbers
• at least one punctuation mark.
• at least eight characters
• at least one lower case letter
• at least one upper case letter
• at least one number
• no sequences e.g. ABCd-123
• no dictionary words e.g. Honky-Tonk1
Some of our products require passwords which are difficult to crack or strong. We recommend you come up with a password using the following guidelines.
• use a mixture of upper and lower case letters, numbers
• at least one punctuation mark.
• at least eight characters
• at least one lower case letter
• at least one upper case letter
• at least one number
• no sequences e.g. ABCd-123
• no dictionary words e.g. Honky-Tonk1
Security Updates and Anti-Virus Software
Microsoft Security Updates
We run an internal Windows Server Update Service at Abbey Systems’ Wellington office and all PCs that we purchase for supply to customers and set up here will leave with the latest security updates available at that time.
Applying future security updates
Most MS security updates are to fix vulnerabilities exposed in programs that access the outside world e.g. MS Internet Explorer or MS Outlook Express. Frequently these require PC restarts which is inconvenient for a SCADA Master PC. Most of the updates apply to things that should not affect a SCADA PC as long as it has good firewall protection. Customers need to balance these factors before applying any security updates.
Anti-Virus
We do not consider viruses to be a significant threat to most SCADA PCs, as they should not be running web browsers or email clients, the major conduits for viruses and spyware. Some of our customers are running anti-virus software on their SCADA PCs but we have very little direct experience. Some anti-virus software can use considerable system resources, which may have a detrimental effect on the SCADA software performance.
We recommend you protect your SCADA PCs by:
1 Disabling autorun on DVD & USB drives, and possibly disabling USB drives completely.
2 Controlling physical access to the PC.
3 Controlling remote access to the PC by strong passwords and 2 factor authentication if possible (this is the most common vector for compromised PCs).
4 Applying MS security updates in a timely manner.
5 Not running any non-SCADA applications on the PC.
6 Especially not running any browser on the PC.
7 Only allowing outgoing traffic to known necessary and safe locations e.g. Abbey Secure Hub.
8 Only allowing known IP protocols e.g. not Instant Messaging or Skype.
9 Checking anything that is to be installed on the SCADA PC by running it through an industrial strength anti-malware detection program running on a non-SCADA PC.
Software updates over cellular plans
A growing number of customers are choosing to use laptop PCs and access their SCADA Masters over cellular networks using products like our Securelink product. We have observed that the default allows the laptop PC to automatically download updates for any installed software programs i.e.Operating System, Windows Office, Anti Virus software etc. Cellular data is significantly more expensive than cable or WiFi type broadband plans and customers should carefully weigh the cost vs risk of using automatic updates.
Other Threats
There are other forms of malware that are a more significant threat and these are best dealt with by a combination of hardware and software firewalls. In a reasonably secure environment the Windows 7 SP1 firewall should be adequate. There are many commercial products that offer better notification and protection. They require skill and knowledge to set up and maintain and are outside the scope of our recommendation.
File Sharing
To protect the SCADA PC against attacks from other internal PCs that may be compromised, we recommend not having any network shares enabled. It is much better for the SCADA PC to access a shared directory on a file server if it needs to communicate via files.
Microsoft Security Updates
We run an internal Windows Server Update Service at Abbey Systems’ Wellington office and all PCs that we purchase for supply to customers and set up here will leave with the latest security updates available at that time.
Applying future security updates
Most MS security updates are to fix vulnerabilities exposed in programs that access the outside world e.g. MS Internet Explorer or MS Outlook Express. Frequently these require PC restarts which is inconvenient for a SCADA Master PC. Most of the updates apply to things that should not affect a SCADA PC as long as it has good firewall protection. Customers need to balance these factors before applying any security updates.
Anti-Virus
We do not consider viruses to be a significant threat to most SCADA PCs, as they should not be running web browsers or email clients, the major conduits for viruses and spyware. Some of our customers are running anti-virus software on their SCADA PCs but we have very little direct experience. Some anti-virus software can use considerable system resources, which may have a detrimental effect on the SCADA software performance.
We recommend you protect your SCADA PCs by:
1 Disabling autorun on DVD & USB drives, and possibly disabling USB drives completely.
2 Controlling physical access to the PC.
3 Controlling remote access to the PC by strong passwords and 2 factor authentication if possible (this is the most common vector for compromised PCs).
4 Applying MS security updates in a timely manner.
5 Not running any non-SCADA applications on the PC.
6 Especially not running any browser on the PC.
7 Only allowing outgoing traffic to known necessary and safe locations e.g. Abbey Secure Hub.
8 Only allowing known IP protocols e.g. not Instant Messaging or Skype.
9 Checking anything that is to be installed on the SCADA PC by running it through an industrial strength anti-malware detection program running on a non-SCADA PC.
Software updates over cellular plans
A growing number of customers are choosing to use laptop PCs and access their SCADA Masters over cellular networks using products like our Securelink product. We have observed that the default allows the laptop PC to automatically download updates for any installed software programs i.e.Operating System, Windows Office, Anti Virus software etc. Cellular data is significantly more expensive than cable or WiFi type broadband plans and customers should carefully weigh the cost vs risk of using automatic updates.
Other Threats
There are other forms of malware that are a more significant threat and these are best dealt with by a combination of hardware and software firewalls. In a reasonably secure environment the Windows 7 SP1 firewall should be adequate. There are many commercial products that offer better notification and protection. They require skill and knowledge to set up and maintain and are outside the scope of our recommendation.
File Sharing
To protect the SCADA PC against attacks from other internal PCs that may be compromised, we recommend not having any network shares enabled. It is much better for the SCADA PC to access a shared directory on a file server if it needs to communicate via files.
SCADA Master / Telemetry Server PC recommendations
SCADA PCs have rather different requirements to standard desktop or corporate workstation PCs:
• They need to run 24/7.
• They need to run for many weeks without manual intervention.
• They need to resume operation after a power fail without manual intervention.
• They need to work when there is a significant loss of local infrastructure e.g. File servers, DHCP servers.
• They are not subject to many classes of malware that affect standard desktops.
For these reasons we recommend that the SCADA PC for running Powerlink:
• Be a member of a workgroup not a domain.
• Have a static IP address.
• Not run any other applications like web browsers, word processing, email
• Boot up into a userid with full admin privileges without needing any manual intervention.
• Be tested starting up with no network connection.
• Not run any malware detection software other than the standard Windows Firewall and Security Essentials.
• Be configured to update the clock from a good local network time server at least once a day (this is harder than it sounds).
• Not use screen savers and have power settings set to minimal power saving i.e.no standby or hibernating.
• Do not automatically check for any non-Microsoft updates e.g. Flash, Java.
• Download and notify for installation any Microsoft critical updates (do not automatically install).
The PC that Powerlink runs on must have:
• MS Win7 SP1.
• Minimal power management - it should never go into standby or hibernate.
• A local user account with admin access rights.
• The PC must automatically login to the local admin account on boot up and run Powerlink via a suitable shortcut in the startup folder. It must be able to do this without any external network resources available even if it is normally connected to a LAN.
If it is on a LAN we strongly recommend:
• A fixed IP address.
• Windows critical updates are downloaded but not applied without manual intervention.
• Windows updates are not left to accumulate - they should be applied not less than once a month.
• The system time is kept accurate by getting time from a local time server.
• Windows firewall or something more powerful to protect against incoming attacks.
• Operational procedures to prevent any untrusted applications being loaded on the PC rather than virus protection software.
SCADA PCs have rather different requirements to standard desktop or corporate workstation PCs:
• They need to run 24/7.
• They need to run for many weeks without manual intervention.
• They need to resume operation after a power fail without manual intervention.
• They need to work when there is a significant loss of local infrastructure e.g. File servers, DHCP servers.
• They are not subject to many classes of malware that affect standard desktops.
For these reasons we recommend that the SCADA PC for running Powerlink:
• Be a member of a workgroup not a domain.
• Have a static IP address.
• Not run any other applications like web browsers, word processing, email
• Boot up into a userid with full admin privileges without needing any manual intervention.
• Be tested starting up with no network connection.
• Not run any malware detection software other than the standard Windows Firewall and Security Essentials.
• Be configured to update the clock from a good local network time server at least once a day (this is harder than it sounds).
• Not use screen savers and have power settings set to minimal power saving i.e.no standby or hibernating.
• Do not automatically check for any non-Microsoft updates e.g. Flash, Java.
• Download and notify for installation any Microsoft critical updates (do not automatically install).
The PC that Powerlink runs on must have:
• MS Win7 SP1.
• Minimal power management - it should never go into standby or hibernate.
• A local user account with admin access rights.
• The PC must automatically login to the local admin account on boot up and run Powerlink via a suitable shortcut in the startup folder. It must be able to do this without any external network resources available even if it is normally connected to a LAN.
If it is on a LAN we strongly recommend:
• A fixed IP address.
• Windows critical updates are downloaded but not applied without manual intervention.
• Windows updates are not left to accumulate - they should be applied not less than once a month.
• The system time is kept accurate by getting time from a local time server.
• Windows firewall or something more powerful to protect against incoming attacks.
• Operational procedures to prevent any untrusted applications being loaded on the PC rather than virus protection software.
Supply of the SCADA Master /Backup Master PCs
We are often asked by customers if they can supply the SCADA Master PC; they may have a standard brand, or perhaps they have a lease arrangement and no longer buy these items outright. While we can work with this arrangement there are sound reasons why it is preferable to have Abbey Systems supply this for you as part of the SCADA Master package or a replacement PC.
Real Value
We supply SCADA PCs normally as a part of a SCADA Master package to ensure their compatibility with the SCADA Applications software, modems and serial interfaces required of a SCADA system. We do not supply enough of them to be considered an IT reseller but this approach minimises the PC setup time and support hassles for both the customer and us.
Significant component
The SCADA Master PC is a significant part of the alarm and data collection system which is expected to run 24/7. It pays to achieve the highest level of reliability possible with the workstation PC equipment used.
Ownership
If there is a problem very often it is hard to determine whether it is a hardware or software issue. If we have supplied both the PC and software we will fix it or offer a workaround within the warranty period or for customers with current support contracts. This reduces the work and risk to the customer.
Brand
It is our policy to supply HP models that are available with no hardware changes, for a minimum of 12 months from initial selection. This means we often choose mid-range models, as we consider these offer a high degree of confidence about the compatibility and reliability of the total system as a result. Many of our sites run the same brand and model PCs as SCADA Masters or Telemetry Servers so customers receive the added benefit of group knowledge.
Modems /Serial Cards
We have preferred brands and models that we have experience with and it is these we install in SCADA Master PCs. Not all modems and serial cards are equal.
We are often asked by customers if they can supply the SCADA Master PC; they may have a standard brand, or perhaps they have a lease arrangement and no longer buy these items outright. While we can work with this arrangement there are sound reasons why it is preferable to have Abbey Systems supply this for you as part of the SCADA Master package or a replacement PC.
Real Value
We supply SCADA PCs normally as a part of a SCADA Master package to ensure their compatibility with the SCADA Applications software, modems and serial interfaces required of a SCADA system. We do not supply enough of them to be considered an IT reseller but this approach minimises the PC setup time and support hassles for both the customer and us.
Significant component
The SCADA Master PC is a significant part of the alarm and data collection system which is expected to run 24/7. It pays to achieve the highest level of reliability possible with the workstation PC equipment used.
Ownership
If there is a problem very often it is hard to determine whether it is a hardware or software issue. If we have supplied both the PC and software we will fix it or offer a workaround within the warranty period or for customers with current support contracts. This reduces the work and risk to the customer.
Brand
It is our policy to supply HP models that are available with no hardware changes, for a minimum of 12 months from initial selection. This means we often choose mid-range models, as we consider these offer a high degree of confidence about the compatibility and reliability of the total system as a result. Many of our sites run the same brand and model PCs as SCADA Masters or Telemetry Servers so customers receive the added benefit of group knowledge.
Modems /Serial Cards
We have preferred brands and models that we have experience with and it is these we install in SCADA Master PCs. Not all modems and serial cards are equal.
Repairs Service
We offer customers a factory repair service for components manufactured by us. We will guarantee the repair for 90 days from shipping date. Unfortunately we cannot repair any components affected by lightning damage or wastewater contamination. Typically we also recommend products with a date code - 91mm/serial no or earlier should be replaced, not repaired.
By sending the repair to us customers agree to pay, at a minimum, the repair assessment cost regardless of the outcome of the assessment.
Assessment Fee NZ$75
Where we assess the repair is viable our charges would be:
Minimum repair value NZ$150 (incl assessment, labour & materials)
Hourly rate NZ$100
Freight is not included and is extra.
While we are sometimes able to give customers an estimate of the cost of a repair, we can offer no firm quote for these services.
Abbey Systems continue to offer a repair service for Modulink I/O modules and termination boards which were discontinued by us in August 2004. Ongoing support is subject to ongoing component availability. Mobile Interrogator Unit & Mobile Data Terminals are no longer serviced by us. We have a replacement product available called WebAlarm.
We will endeavour to complete the assessment and repair where possible within TWO weeks of receipt into our system.
Product Return Policy
Goods may be returned for credit only with the prior approval of an Abbey Systems Director or the Sales & Marketing Manager. Goods must be new and unused. A $100 restocking fee applies. (This does not apply to goods manufactured by others and supplied by Abbey Systems, custom manufactured goods, or goods modified at the customer’s request).
Battery Replacement
From experience we recommend RTU batteries are replaced when maintenance rounds determine they require it, or at least every 4 years.
We offer customers a factory repair service for components manufactured by us. We will guarantee the repair for 90 days from shipping date. Unfortunately we cannot repair any components affected by lightning damage or wastewater contamination. Typically we also recommend products with a date code - 91mm/serial no or earlier should be replaced, not repaired.
By sending the repair to us customers agree to pay, at a minimum, the repair assessment cost regardless of the outcome of the assessment.
Assessment Fee NZ$75
Where we assess the repair is viable our charges would be:
Minimum repair value NZ$150 (incl assessment, labour & materials)
Hourly rate NZ$100
Freight is not included and is extra.
While we are sometimes able to give customers an estimate of the cost of a repair, we can offer no firm quote for these services.
Abbey Systems continue to offer a repair service for Modulink I/O modules and termination boards which were discontinued by us in August 2004. Ongoing support is subject to ongoing component availability. Mobile Interrogator Unit & Mobile Data Terminals are no longer serviced by us. We have a replacement product available called WebAlarm.
We will endeavour to complete the assessment and repair where possible within TWO weeks of receipt into our system.
Product Return Policy
Goods may be returned for credit only with the prior approval of an Abbey Systems Director or the Sales & Marketing Manager. Goods must be new and unused. A $100 restocking fee applies. (This does not apply to goods manufactured by others and supplied by Abbey Systems, custom manufactured goods, or goods modified at the customer’s request).
Battery Replacement
From experience we recommend RTU batteries are replaced when maintenance rounds determine they require it, or at least every 4 years.
