Training and Support

Our commitment goes beyond just delivering exceptional software solutions; we strive to empower our customers with the training and support they need to maximize the use of our products.

Training Courses

Maximize your knowledge and uptake of the Dimension Software product suite through our on-site or self-paced training courses. In addition, our AVEVA PI System user and admin training gives you the building blocks to turbocharge your use of the PI System.

Support Options

Whatever your needs, we have a comprehensive support option to aid your use of Asset Intellect, Alarm Sentinel or the AVEVA PI System. With our team of dedicated experts by your side, you can trust that your software investment is in good hands.

Training designed to help you get the most from your software

Whether it’s hands-on or remote, our goal is to equip our customers with the knowledge and resources necessary to become experts in our products.

Asset Intellect instructor-led training

The Asset Intellect user training course is an interactive course for beginner Asset Intellect users. Course objectives can be customized to meet the requirements of your site, and course content is based on the Asset Intellect modules that your company has implemented. This course is designed to equip you with the necessary skills and knowledge to build content within Asset Intellect confidently and is best suited for groups of 8 or more.

Asset Intellect self-paced online training

Our self-paced online training offers a flexible and engaging way to upskill and build upon your knowledge of Asset Intellect. Our comprehensive modules are designed by our team to provide you with practical insights and actionable takeaways. Following a series of videos, use cases, and exercises through our dedicated Learning Management System (LMS), you will be equipped to integrate data sources and create and edit dashboards.

AVEVA PI System user training

We interactively cover all end-user PI products including an overview of AVEVA PI, Datalink for Excel, PI Vision (if applicable), and PI Asset Framework. We also give you lots of tips and tricks. Our experienced trainers help users get the most from your PI System investment.

AVEVA PI System administration training

The AVEVA PI system admin course is designed to cover the administrative functions of the PI system. This course includes topics such as tag building, daily checks, security, backups, and much more. Our course materials are tailored to your site and include real-world scenarios using your data and architecture.

Our experienced trainers will help your administration users get the most out of your PI system data infrastructure investment. We can customize the course to include the PI Asset Framework, PI Notifications, Microsoft Excel, Power BI tools, and PI Vision.

Support options built around you

From basic inquiries to complex technical issues, we offer a variety of support options designed to provide you with the assistance you need, when you need it.

Online help center

Access our online help center from anywhere, at any time, using any device. Our free help center is designed to empower you with the resources you need to make the most of our products. From step-by-step tutorials and articles to helpful video examples covering every aspect of Asset Intellect and Alarm Sentinel, our help center acts as your starting point for troubleshooting.

Proactive support

Dimension Software provides near real-time monitoring of your PI System’s health. This monitoring includes checking system resources, data collection, PI System health, backups, health and connectivity of supporting applications, and message logs.

Data is periodically sent back to Dimension Software and constantly monitored by our support team. This proactive approach allows us to resolve any issues in a timely manner, often before they are noticed by end users.

With our proactive support, you can relax knowing that your AVEVA PI servers are being taken care of and any issues are being dealt with promptly.

Reactive support

We understand that sometimes issues arise that require expert assistance beyond basic troubleshooting. That’s why we offer reactive support, also known as Level 2 or Level 3 support, to address complex challenges and ensure seamless operation.

Level 3 support is usually provided after a help desk engineer has assessed the support request. At Dimension Software, we offer troubleshooting services to our customers using remote connection tools such as VPN, Webex, and Teams. Our customers can reach us through our dedicated support email or mobile phone.

Our support services are typically focused on fixing technical issues related to the AVEVA PI System, such as backups, security, interfaces, end-user support, and other associated engines like ACE, analytics, programmatic connectivity and business to business connectivity.

Periodic PI System checks

Dimension Software is able to use its in-depth PI System experience and knowledge to carry out periodic system health checks and identify issues, impending issues, etc. Results are reported back on completion of the system check.

PI System administration support

Our team is well-equipped with the necessary skills to manage the specialized PI system, which includes tag administration, display and report management, and system management. With extensive experience in all aspects of the PI system and related applications, we provide expert advice to engineers, IT professionals, management, and analysts alike.

Empowering end users with approachable and knowledgeable advice is crucial to maximizing the potential of PI and your related information systems. Our engineers are familiar with engineering terms, complex architectures, OT and IT systems, and use cases, making them capable of providing valuable insight to your business.

Partner training with Safety Solutions

Focused on process safety and critical risk management since 1993, Safety Solutions runs one of the largest process safety training business in Australasia.

Process safety is paramount at site, and software alone doesn’t get you there. Well-trained people are the difference between an alarm system that protects operations and one that generates noise, and between hazards caught early and incidents investigated after the fact.

Building that capability is one of the highest-value investments a site can make.

Corporate process safety e-learning

A scalable e-learning package for engineers, operators, contractors and management. A corporate licence gives unlimited access to the full course library for a 1 to 3 year contract, so training can run through onboarding, refreshers and continuous improvement without per-seat counting.

Alarm management training

Flexible SCADA-based environments have brought uncontrolled alarm growth, flooding and poor prioritisation to many facilities. This course gives your teams the knowledge and practical skills to regain control, and for Alarm Sentinel customers it’s the grounding to get the most from the platform.

Alarm management philosophy development

If you’re implementing alarm management at your site, an alarm philosophy is the foundation. It documents how your alarm system should be set up, governed and used, and it’s an essential companion to an Alarm Sentinel deployment.