Service

Am I required to take out a service contract?

No. The installation is open and remains fully usable and maintainable even without a contract.

Free choice

Maintenance can be performed by a third party if necessary: the hardware, code, and tools are open and freely available. A service contract is not a technical requirement.

Peace of mind as a choice

A service contract is a choice for peace of mind and proactive monitoring: Fixsus monitors the system, intervenes where necessary, and keeps the installation finely tuned.

Can abnormal energy consumption be detected automatically?

Yes. When the necessary meters, sensors, and installations are connected to TIBA3, the system can continuously monitor consumption and operational data.

Fine-grained data logging

A typical TIBA3 installation can record a large number of measurement points, such as temperatures, meter readings, valve positions, power levels, alarm statuses, and air quality measurements.

By storing this data over a longer period, a detailed picture of the building’s operation is created.

Detection of anomalies

Current values can be compared with historical data, set limit values, operating hours, and expected performance.

This makes anomalies visible, such as:

• an air handling unit that continues to run outside of operating hours;
• unexpectedly high energy consumption;
• a room that is permanently heating or cooling;
• an installation that remains active for a long time without achieving the desired result.

Alarms and further analysis

TIBA3 can visualize such anomalies and, depending on the configuration, automatically generate a notification or alarm.

The logged data can then be used to analyze the cause and further optimize the control strategy.

Can I adjust control settings without programming?

Yes. Many daily settings and control parameters can be adjusted directly via the TIBA3 visualization, without the need to modify the PLC code.

Settings via the interface

Depending on user rights, the following parameters, among others, can be made accessible:

• temperature setpoints;
• time schedules and calendars;
• comfort, night, and holiday modes;
• limit values;
• certain control parameters;
• exceptions for temporary or deviant use.

Graphically operable controls

The control algorithms are structured so that relevant target values and settings can be displayed understandably in the visualization. The administrator does not need to work within the programming environment for this.

Management by user role

Not every user is automatically granted access to all settings. For example, a daily user can adjust basic values, while more technical parameters are only available to the technical department or administrator.

Major functional changes

Adjustments to the underlying logic, the interaction between technologies, or safety functions do require programming. These changes are carried out by Fixsus or another authorized integrator with the appropriate technical expertise.

Can I change my service plan?

Yes, the plan can be adjusted if your needs change.

Scaling up or down

For example, you can scale up to Total Care + if your own technical department shrinks, or scale down if you prefer to handle more of the monitoring yourself.

Service that grows with you

The installation itself does not change with the plan — only the level of support. You are never stuck with a choice you made in the past.

Can I monitor and control my building remotely?

Web-based access

The visualization is built in HTML5. As a result, no separate software or mobile app is required, and the same interface works across various devices.

Secure connection

Remote access is provided via TIBA Secure. This utilizes a secure VPN connection, encryption, certificate verification, and multi-factor authentication, among other measures.

Dependent on user rights

Not every user is automatically granted the same capabilities. Roles and permissions determine who is only allowed to view data, who can operate systems, and who can modify settings.

Remote monitoring and intervention

Authorized technicians can also analyze the installation via the secure connection and, within the scope of established agreements, intervene remotely. This enables faster diagnosis and support without requiring an immediate site visit for every issue.

Internet connection required

Remote access requires a working internet or mobile connection. In the event of a connection failure, the building’s local control system will continue to function, but remote operation will be temporarily unavailable.

Can I see what happened with an alarm after the fact?

Yes. TIBA3 tracks alarms, notifications, and interventions, so that the full history can be consulted afterwards.

Alarm history

For each notification, the following can be verified:

• when the alarm occurred;
• when it was acknowledged;
• how long it remained active;
• when the normal state was restored;
• which installation or room was involved.

Intervention log

Performed interventions can be recorded in a logbook. This ensures visibility of who intervened, which action was performed, and what the identified cause or solution was.

Analysis of recurring problems

By combining alarm history with trend data, it is possible to investigate what happened before, during, and after a malfunction. This helps to identify recurring errors, deviating settings, or wear and tear more quickly.

Traceable follow-up

The history supports structured collaboration between the building manager, technical department, Fixsus, and external maintenance parties. Everyone has access to the same information regarding the notification and its follow-up.

Reporting

The recorded data can be used for maintenance reports, evaluations of response times, and the monitoring of technical operational reliability.

How am I notified in the event of a malfunction or alarm?

TIBA3 makes malfunctions and deviations immediately visible in the visualization and can automatically forward notifications to the appropriate personnel.

Alarms in the visualization

Active alarms appear centrally in the interface. The information displayed may include:

• which installation or room is involved;
• when the alarm occurred;
• how urgent the notification is;
• whether the alarm is still active or has already been acknowledged;
• what additional technical information is available.

Notifications via email and SMS

Alarms can be sent automatically via email. Within the designated Total Care packages, critical notifications can also be forwarded via SMS.

Priorities per alarm type

Not every notification has the same urgency. Alarms can be categorized by priority, ensuring a critical technical malfunction is clearly distinguished from a warning or informative message.

Targeted distribution

Recipients can be determined per alarm type. For example, technical malfunctions can be sent to the maintenance department, while other notifications are directed to a facility manager or external service partner.

Fewer unnecessary notifications

Alarming is configured on a project-specific basis. Thresholds, delays, and priorities help prevent users from being overwhelmed by brief or irrelevant notifications.

How are security updates and vulnerabilities managed?

Fixsus uses a controlled process to manage security updates, technical changes, and identified vulnerabilities.

Separated environments

Development, testing, and production environments are separated where applicable. Consequently, new functionality and security patches are verified before being applied to an operational installation.

Updates for TIBA3

For TIBA3 installations from January 1, 2025, automatic updates and security-focused updates are available within the Total Care+ service package.

Security testing

TIBA Secure is periodically subjected to penetration testing. During these tests, security specialists investigate whether vulnerabilities are present in the security layer and the associated infrastructure.

Follow-up on points for improvement

Identified points for improvement are assessed and, where necessary, incorporated into technical adjustments, updates, or additional security measures.

Aligned with business operations

The method and timing of updates are aligned with the criticality and availability requirements of the building. This prevents an update from affecting the operation of an active installation in an uncontrolled manner.

How are TIBA3 backups and recovery managed?

Backups of critical TIBA3 settings and configuration data are performed periodically, ensuring the installation can be quickly restored following a technical issue or hardware failure.

Monthly backup

Within Fixsus service plans, a monthly backup is made of the installation’s settings and autotuning data.

Recovery after a failure

When a central component or other hardware needs to be replaced, the available backup data can be used to restart the installation in the correct configuration.

Additional project data

In addition to settings and autotuning data, programming, visualization, schematics, and other technical project documentation are also managed. The specific components included in the automatic backup depend on the project architecture and the service agreements in place.

Tested recovery procedures

A backup is only valuable when the data can be effectively restored. Therefore, recovery procedures must be verified and, where necessary, tested.

Business continuity

For critical applications, the backup strategy can be supplemented with redundant infrastructure, a spare pool, and project-specific agreements regarding recovery times.

How does a Fixsus project proceed from analysis to delivery?

A Fixsus project is developed step-by-step, from the initial technical analysis to final delivery and ongoing support.

1. Analysis of the building and requirements

Fixsus first maps out the existing or planned installations. This involves assessing:

• existing building technologies;
• comfort and energy requirements;
• existing cabling and components;
• desired integrations;
• users and access rights;
• future expansion possibilities.

2. Defining the scope of work

Before execution, the tasks assigned to Fixsus, the installer, the engineering firm, and other involved parties are clearly defined.

This ensures clarity beforehand regarding responsibilities for delivery, cabling, assembly, programming, integration, testing, and commissioning.

3. Architectural design

Fixsus determines the central control architecture, the required I/O, communication protocols, control strategies, and visualization.

For renovations, it is also determined which existing components can be retained or replaced in phases.

4. Programming and preparation

A significant portion of the programming and visualization is prepared in advance. Where possible, control cabinets and technical components are also assembled and tested prior to installation.

5. Execution and integration

On-site, the various installations are connected and integrated. Fixsus collaborates with the executing installers and other technical partners.

6. Commissioning and functional testing

The complete operation is verified, including:

• correct signals and controls;
• interaction between technologies;
• alarms and user rights;
• visualization and reporting;
• control strategies and comfort settings.

7. Delivery and training

Following the tests, the installation is delivered. Users and technical managers receive training on operation, monitoring, and key settings.

8. Aftercare and optimization

After commissioning, Fixsus can continue to monitor, adjust, and maintain the installation through the agreed Total Care formula.

How does data help in detecting malfunctions?

Trends show exactly when a problem started and how it behaves.

Every malfunction has a signature

A defective sensor produces a flat or jumping line, while an oscillating control loop creates a sawtooth pattern. The pattern in the data often points directly to the cause.

Diagnosis before dispatch

As a result, the diagnosis is often already made remotely before anyone goes on-site — ensuring the technician arrives at the site immediately with the correct part and the right knowledge.

How does Fixsus support its customers after completion?

After completion, Fixsus ensures that the customer, technical managers, and daily users are able to operate the installation.

Training and handover

Users receive explanations regarding visualization, settings, alarms, schedules, and daily operation. Depending on their role, the training can be further deepened practically or technically.

Technical follow-up

Fixsus can further monitor the installation through a service agreement. Depending on the chosen formula, this includes remote support, preventive checks, interventions, backup management, software adjustments, reporting, and further optimization.

Adjustments during operation

The installation can also be adapted when the building changes. This includes modified operating hours, a new room layout, additional technologies, or other comfort and energy objectives.

Long-term partnership

Support does not end at technical completion. The goal is to keep the installation reliable, understandable, and high-performing throughout its entire lifespan.

How is TIBA3 secured?

TIBA3 is secured through a combination of technical and organizational measures.

Technical security

These include, among others, encrypted communication, access management, strong authentication, security updates, monitoring, and backups.

Organizational security

Controlled change management, risk management, training, and clear responsibilities are also part of a secure operation.

Project-specific approach

Security measures are tailored to the project’s architecture and the way users, administrators, and external parties access the system.

How much does a service contract cost?

The indicative price depends on the project size; for a binding price, Fixsus will provide a customized quote.

Indicative prices per year

• project of €30,000: approx. €3,185 (Total Care +), €2,181 (Standard), or €1,458 (Basic);
• project of €100,000: approx. €5,495 (Total Care +), €4,211 (Standard), or €2,998 (Basic).

Customized quote

The right formula and price depend on your installation and your own technical organization. Based on this, Fixsus will provide a customized quote.

How quickly can a defect be repaired?

Many malfunctions are diagnosed and resolved remotely, without the need for a site visit.

Remote diagnosis

Through secure remote access and fine-grained measurement data, the cause is often identified before anyone arrives on-site.

Hardware quickly replaced

Regarding hardware defects: components do not contain project-specific logic and can therefore be replaced without a programmer. The spare pool ensures that replacement parts are available.

How quickly can Fixsus respond to a problem?

Thanks to secure remote access, a technician can immediately investigate and, in most cases, intervene remotely.

Remote first

Within Total Care Standard and Total Care +, urgent problems are diagnosed remotely and resolved immediately where possible, without the need for a site visit.

On-site when necessary

For problems requiring on-site intervention, urgent on-site visits are included in Total Care +.

How quickly is a malfunction detected?

Immediately: the installation monitors itself and reports deviations instantly.

Multi-channel alerting

Deviations appear in the interface and are reported via email; with a Total Care Standard or + contract, they are also sent via SMS.

Fixsus monitors along with you

With a service contract (Standard or Total Care +), Fixsus also monitors the notifications directly, ensuring that a malfunction does not go unresolved until someone happens to notice it.

Is reporting included?

Yes. Reporting is included in the Total Care Standard and Total Care + service packages.

Periodic reports

You will receive periodic reports on the operation and consumption of the installation, based on the logged measurement data.

Analyze at your convenience

In addition, you can perform your own analyses in the interface at any time: select measurement points, compare periods, and generate graphs.

Is TIBA3 continuously monitored for security incidents?

TIBA3 monitors the technical operation of the installation and records alarms, deviations, and interventions. The precise cybersecurity monitoring depends on the project architecture and the chosen service level.

Technical monitoring

The installation continuously monitors the status of connected technologies, components, and communication links. Deviations are displayed in the visualization and can be forwarded as alarms.

Incident registration

Notifications and interventions are recorded, allowing for retrospective analysis of what occurred, when the incident arose, and what action was taken.

Additional security checks

In addition to technical monitoring, vulnerability scans, security tests, and periodic penetration tests can be performed on the security layer and the associated infrastructure.

Depending on the service level

Not every installation is permanently monitored by an external security team or Security Operations Center. Additional cybersecurity monitoring is tailored to the risks of the project, the IT environment, and the chosen service formula.

Response to deviations

When a deviation or suspicious behavior is detected, Fixsus can investigate the situation, intervene remotely, or advise on additional measures.

Is TIBA3 updated automatically and how are updates managed?

TIBA3 can be maintained and updated throughout the entire lifespan of the installation. The method by which this occurs depends on the age of the installation and the chosen service package.

Updates without mandatory platform replacement

An update does not automatically mean that the entire installation, PLC, or visualization must be replaced. Fixsus can perform targeted updates on individual software components, security elements, or functions.

Available within Total Care

For TIBA3 installations delivered from January 1, 2025, automatic updates and updates within the framework of the NIS2 directive are available under the Total Care+ package.

Controlled execution

Updates are not simply applied to an operational building without control. Fixsus first assesses:

• the relevance to the installation;
• compatibility with existing programming;
• the potential impact on linked technologies;
• the appropriate time for execution;
• the necessity of a backup or restore point.

Security updates

Security updates may relate to remote access, operating software, certificates, user management, and other components of the technical infrastructure.

Continuity remains a priority

When performing updates, the operational reliability of the building is central. Where necessary, updates are scheduled outside of critical usage times, and operation is verified after execution.

No automatic functional changes

Control strategies or settings are not modified in terms of content without consultation. Functional optimizations only take place after analysis and coordination with the client.

What do the summer and winter starts entail?

Two fixed moments per year when the installation is prepared for the new season, included in Total Care +.

Ready for the season

Control strategies, setpoints, and schedules are checked and adjusted, ensuring the building enters the heating or cooling season optimally.

Remaining structurally energy-efficient

This semi-annual check ensures the control system remains precise and prevents settings from a previous season from unnecessarily continuing to operate.

What does ‘monitoring comfort objectives’ mean?

Within Total Care +, periodic assessments are conducted to determine whether the rooms effectively achieve the agreed comfort values.

Measuring whether comfort levels are correct

Temperature and air quality in the rooms are checked to ensure they correspond with what has been agreed upon — based on the actual measurement data from the installation.

Adjusting where necessary

If a room does not meet the objectives, the control system is adjusted. This ensures the system continues to perform as it did upon delivery, even if the building’s usage changes.

What does a typical project with Fixsus look like?

A project begins with an analysis of the building, the existing or planned technologies, and the client’s expectations.

Concept support

In the early project phase, Fixsus collaborates with the building owner, operator, and the engineering firm. During this stage, it is determined which technologies will be integrated, which control strategies are required, and how the system will be structured.

Scope of work

Prior to execution, it is clearly established who supplies and implements which components. The scope of work describes the responsibilities of Fixsus, the installer, and other involved parties.

Engineering and execution

This is followed by the design of schematics, cabinet construction, cabling, programming, and the integration of the various technologies. Fixsus coordinates these activities with the relevant installers and technical partners.

Commissioning

During startup, the inputs and outputs are tested point by point, the control loops are tuned, and the safety functions are verified.

Handover and follow-up

After handover, users are trained and the operational phase begins. Fixsus can then continue to monitor, maintain, optimize, and expand the installation.

What exactly does Total Care entail?

Total Care is the service package through which Fixsus continues to provide technical monitoring for an installation even after completion.

Three service packages

Fixsus offers three packages:

• Total Care + for maximum peace of mind;
• Total Care Standard for extensive monitoring and support;
• Total Care Basic for essential service functions.

What is included in every package

Each package includes, among other things, secure remote access, trending, email notifications for alarms, access to the spare pool, monthly backups, an intervention log, and operational support during maintenance.

Differences between the packages

The packages differ in the level of proactive monitoring, interventions, reporting, updates, warranties, and support.

In addition to Basic, Total Care Standard includes urgent remote interventions, monitoring of trends and notifications, SMS notifications, support for daily operations, proposals for adjustments, and reporting.

Total Care + adds features such as automatic and security-oriented updates, urgent on-site interventions, extended software and hardware warranties, summer and winter start-ups, and periodic checks of comfort objectives.

Tailored to the organization

The appropriate package depends on the project size, the criticality of the installation, and the extent to which the client has their own technical organization.

A service contract is not a technical obligation, but a choice for peace of mind, continuity, and proactive monitoring.

What happens if a component fails?

Components are interchangeable without a programmer or configuration tool: the intelligence is centralized, so a new module works immediately after replacement.

Replacement without a programmer

Since the islands and field devices do not contain project-specific logic, it is sufficient to replace the defective device with an identical one. After all, the configuration is centralized.

Fast access to spare parts via the spare pool

Customers with a service contract can rely on the Fixsus spare pool: a stock of replacement components that allows a defect to be resolved quickly, without waiting for manufacturer delivery times.

What is included in every service package?

A number of essential services are included in all three packages.

The common foundation

• secure remote access;
• trendings (data logging);
• email notification for alarms;
• access to the spare pool;
• weather forecasting for the control system;
• a monthly backup;
• the intervention log;
• assistance with operation during maintenance.

The packages build further upon this

Total Care Standard and Total Care + add proactive monitoring, interventions, and additional warranties, among other features.

What is the difference between Standard and Basic?

Total Care Basic is limited to the essentials; Total Care Standard adds active monitoring and assistance to that.

What Standard offers extra

• urgent remote interventions;
• monitoring of trends and notifications;
• SMS notification;
• assistance with daily operations;
• proposals for adjustments;
• reporting.

What Basic is limited to

Basic includes the essentials: remote access, notification, backup, spare pool, and maintenance assistance. A good choice for those who manage the monitoring entirely themselves.

What is the Fixsus Academy?

The Fixsus Academy is the training program offered by Fixsus for managers, technicians, users, installers, and integrators working with TIBA3 and the associated building technologies.

Training tailored to the user

Facility managers and daily users learn to work with visualization, alarms, schedules, and basic settings. Technical managers can delve deeper into control technology, trending, communication protocols, hardware, and system architecture.

Practical knowledge

The training courses combine theory with practical applications from real buildings. As a result, participants understand not only which actions they need to perform, but also how the various technologies work together.

Greater independence

The Fixsus Academy helps customers and technical partners build more knowledge within their own organization, use the installation more effectively, and carry out minor adjustments themselves.

What is the intervention log?

The intervention log is an overview of all interventions and notifications regarding your installation, and is maintained in every service package.

A traceable file

You always have a traceable record of what happened, when, and why — from an alarm notification to an adjustment of the control system.

Transparency regarding every intervention

Every remote intervention by Fixsus is also registered. This ensures that you, as the manager, know exactly who performed which action on your installation.

What is the spare pool?

The spare pool is a stock of replacement components that Fixsus maintains for its service contract customers.

Rapid replacement in the event of a defect

In the event of a defect, a component is quickly delivered or replaced without waiting for the manufacturer’s delivery times.

Minimal downtime

Since the components do not contain project-specific logic, a replacement part from the spare pool works immediately. This keeps downtime in the event of a defect to a minimum.

What should I do if Fixsus asks to reset the web server?

It is possible for the web server to freeze. In such cases, a Fixsus employee may ask you to reset the web server.

Where can the web server be found?

The web server is located in the electrical cabinet, usually installed in the boiler room or technical room. This cabinet can be identified by the Fixsus sticker. The PLC is typically housed in this cabinet as well.

How to reset?

To reset the web server, briefly press the small black button (see image above) and hold it for a few seconds. Then release the button and wait for the web server to restart completely.

What should I do if my building shows a “TimedOut” status on portal.fixsus.be?

The connection to your building’s web server has been temporarily lost, either on the client’s fixed network or via a 3G connection.

First, check your own access

Portal.fixsus.be only retrieves the status a limited number of times per day. If you can still access your BMS normally, there is no cause for concern: the connection issue was temporary and the status on the portal has not yet been updated.

Are you receiving the same error message when connecting?

If you attempt to connect and receive an error message, a connection problem still exists. If your Fixsus system is on your company’s own network, please contact your IT department. If you are using a 3G connection, or if you are unsure of the cause, please contact Fixsus service.

Which service packages does Fixsus offer?

Fixsus offers three service packages, tailored to the level of support you require.

Three packages

• Total Care + (maximum support);
• Total Care Standard;
• Total Care Basic.

Tailored to your own organization

The packages differ in the degree of proactive monitoring, interventions, and guarantees. This allows you to choose what best fits your own technical organization: outsourcing everything, or primarily monitoring it yourself with Fixsus as a safety net.

Who are the training courses intended for?

For everyone who works with the system, from daily operation to technical management.

From caretaker to integrator

The Fixsus Academy training courses are aimed at caretakers or facility managers responsible for daily operation, technical services seeking deeper insight into the controls, and installers or integrators working with the Fixsus architecture.

Less dependent on external assistance

Those who know the installation well can interpret alarms, use trendings, and perform minor adjustments themselves. This makes your organization more independent.

Who monitors my data?

Primarily you, via the interface.

Fixsus monitors with you if you wish

With a Total Care Standard or + contract, Fixsus also monitors the trends and formulates proposals for adjustments when the data warrants it.

Within clear permissions

You determine who has access to which data via the user management system. All access occurs through the secure environment and is traceable.

Will the installation remain energy-efficient after completion?

This is the focus of Fixsus’s service operations: ensuring the control system remains finely tuned even after completion.

Operational monitoring

Monitoring trends, summer and winter startups, and checking comfort objectives (within Total Care +) ensure that the installation continues to perform as intended.

Evolving with the building

If the building’s use changes, the control system is adjusted accordingly. This prevents energy consumption from creeping up year after year without being noticed.