Evaluating Industrial Chat Services: A Decision Framework for Plant Managers

By Fikri Ghazi • December 15, 2025

Introduction

As factories grow more interconnected and dependent on real-time information, industrial plant managers face unique and demanding communication challenges. Selecting an industrial chat service requires a thorough assessment of technical requirements, safety standards, operational efficiency, and regulatory compliance. Unlike typical office solutions, industrial chat services must perform reliably in harsh conditions, integrate with control systems, and adhere to strict safety certifications. This article introduces a clear decision framework covering four crucial evaluation areas: reliability, hazardous area certification, system integration, and compliance with industry regulations.

Understanding Reliability Requirements

The Criticality of Uptime in Industrial Environments

In industrial settings, communication system downtime translates directly to production losses and safety risks. Network downtime costs industrial manufacturers an estimated 50 billion dollars annually, with unplanned factory downtime representing a significant portion of these losses (2). The reliability requirements for industrial communication systems differ substantially from general business applications due to the real-time nature of industrial operations.

Most businesses aim for a minimum of 99.9% uptime, which translates to approximately 8.76 hours of downtime per year (3). However, critical industrial applications often require higher availability levels. The concept of "five nines" (99.999% uptime) represents the gold standard for mission-critical systems, allowing only about 5.26 minutes of downtime annually (4). Plant managers must determine the appropriate availability target for their chat services based on the criticality of operations and the potential impact of communication failures.

Key Reliability Considerations

When assessing reliability requirements for industrial chat services, plant managers should evaluate several factors:

Redundancy and Failover Mechanisms: Industrial chat services should eliminate single points of failure through redundant systems and automatic failover capabilities (5). This includes redundant network connections, server infrastructure, and data storage systems that ensure communication continuity even when individual components fail.

Network Infrastructure Requirements: The underlying network infrastructure plays a crucial role in chat service reliability. Industrial facilities must evaluate whether their existing network can support real-time communication requirements or if upgrades are necessary. Modern solutions increasingly leverage fiber connectivity and 5G networks to deliver the reliability, resilience, and security needed for industrial applications (3).

Offline Functionality: Unlike office environments with consistent network connectivity, industrial facilities often have areas with intermittent connectivity due to physical barriers, electromagnetic interference, or remote locations. Industrial chat services should provide offline messaging queues that automatically synchronize when connectivity is restored, ensuring no critical communications are lost during temporary network disruptions.

Mean Time to Repair (MTTR): Beyond measuring uptime percentages, plant managers should evaluate the service provider's MTTR metrics, which indicate how quickly issues are resolved when failures occur (6). This metric directly impacts operational availability and should be clearly defined in service level agreements.

Hazardous Area Classifications and Safety Certifications

Understanding ATEX and IECEx Standards

Many industrial facilities contain areas where explosive atmospheres may occur due to the presence of flammable gases, vapors, or combustible dust. Equipment used in these locations, including devices running industrial chat services, must meet specific safety certifications to prevent ignition sources that could trigger explosions.

The two primary international certification systems are ATEX (Atmosphères Explosibles) and IECEx (International Electrotechnical Commission System for Certification to Standards Relating to Equipment for Use in Explosive Atmospheres). ATEX is mandatory for equipment sold and used in the European Union, while IECEx is recognized internationally across many countries (7). Both systems employ identical zone classification methods but have different regulatory scopes and enforcement mechanisms.

Zone Classification System

Hazardous areas are classified into zones based on the frequency and duration of explosive atmosphere occurrence (8):

Gas and Vapor Zones:

Zone 0: Areas where explosive atmospheres are present continuously or for long periods
Zone 1: Areas where explosive atmospheres are likely to occur during normal operation
Zone 2: Areas where explosive atmospheres are unlikely during normal operation and exist only briefly if they occur

Dust Zones:

Zone 20: Areas where explosive dust atmospheres are present continuously or for long periods
Zone 21: Areas where explosive dust atmospheres are likely to occur during normal operation
Zone 22: Areas where explosive dust atmospheres are unlikely during normal operation

Plant managers must conduct thorough hazardous area classification studies to identify which zones exist within their facilities. This classification determines the required Equipment Protection Level (EPL) for ATEX or Equipment Protection Method (EPM) for IECEx that devices must meet (9).

Device Certification Requirements

Industrial chat services run on hardware devices such as rugged tablets, smartphones, or industrial computers. These devices must carry appropriate certifications for the hazardous zones where they will be used. Certified equipment is marked with specific designation codes that indicate compliance with safety standards (10).

For example, a device marked "II 2G Ex db IIC T4 Gb" indicates:

Equipment Group II (surface industries, not mining)
Category 2 (suitable for Zone 1)
Gas atmosphere (G)
Specific protection methods (Ex db)
Gas group IIC (most dangerous gases)
Temperature classification T4 (maximum surface temperature 135°C)

Plant managers should verify that all devices used for industrial chat services carry the appropriate certifications for each area of deployment. Using non-certified equipment in hazardous areas represents a serious safety violation and liability risk.

Global Certification Considerations

Different regions have varying requirements for hazardous area equipment. While ATEX and IECEx share the same technical standards and zone classifications, ATEX is legally mandatory in the EU, whereas IECEx is recognized but not legally required in many countries (11). The United States and Canada traditionally use the Class/Division system, though the zone system is also recognized. Organizations operating internationally should consider dual certification (ATEX and IECEx) to ensure equipment compliance across multiple jurisdictions.

Integration Needs and System Interoperability

Industrial Communication Protocols

Modern industrial facilities employ diverse automation and control systems that communicate using standardized industrial protocols. Unlike consumer applications that primarily use internet protocols, industrial environments require chat services capable of interfacing with specialized industrial communication standards.

Common industrial communication protocols include Modbus, PROFIBUS, Ethernet/IP, PROFINET, and OPC-UA (12). These protocols govern how devices exchange data, from physical connections and data formats to messaging patterns and security requirements. The standardization these protocols provide enables manufacturers to implement interoperable systems where different components work together cohesively despite coming from different vendors (13).

Integration Architecture Considerations

When evaluating industrial chat services, plant managers should assess integration capabilities across multiple layers of the industrial automation hierarchy. The Purdue Reference Model, widely used in industrial settings, describes how data flows through industrial networks from field devices at the lowest level through control systems to enterprise systems at the highest level (14).

Field Level Integration: Industrial chat services should provide mechanisms to receive automated alerts from programmable logic controllers (PLCs), distributed control systems (DCS), and supervisory control and data acquisition (SCADA) systems. For example, when a sensor detects abnormal conditions, the system should automatically send notifications to relevant personnel through the chat platform.

Control System Integration: Integration with manufacturing execution systems (MES) and computerized maintenance management systems (CMMS) enables chat services to provide contextual information about equipment status, maintenance schedules, and production priorities. This integration transforms the chat platform from a simple messaging tool into a comprehensive operational communication hub.

Enterprise System Integration: Connection to enterprise resource planning (ERP) systems, supply chain management platforms, and customer relationship management systems allows plant floor personnel to access critical business information without leaving the communication interface.

API and Middleware Requirements

Industrial chat services should provide well-documented application programming interfaces (APIs) that enable custom integrations with existing plant systems. Organizations with diverse technology landscapes may require middleware solutions or integration platforms that translate between different protocols and data formats (15).

Cloud connectivity capabilities are increasingly important for modern industrial operations. However, plant managers must carefully evaluate cloud integration options to ensure they align with operational technology security requirements and do not introduce unacceptable latency for time-critical communications (16).

Cybersecurity and Compliance Standards

The ISA/IEC 62443 Framework

Cybersecurity represents one of the most critical considerations when implementing industrial chat services. The ISA/IEC 62443 series of standards provides comprehensive guidance for securing industrial automation and control systems (IACS) throughout their lifecycle (17). These consensus-based standards have been recognized by the International Electrotechnical Commission as having "horizontal capability," meaning they apply across multiple industries and technical areas (18).

The ISA/IEC 62443 framework addresses cybersecurity through a holistic approach that bridges the gap between information technology (IT) and operational technology (OT) security. The standards define requirements for multiple stakeholder groups including asset owners, product suppliers, system integrators, and service providers (19).

Security Levels and Risk Assessment

ISA/IEC 62443 defines four Security Levels (SL) that correspond to different threat scenarios (20):

SL 1: Protection against casual or coincidental violation
SL 2: Protection against intentional violation using simple means
SL 3: Protection against intentional violation using sophisticated means
SL 4: Protection against intentional violation using sophisticated means with extended resources

Asset owners should conduct risk assessments to determine Target Security Levels (SL-T) for their industrial chat services based on potential consequences of security breaches. Critical infrastructure facilities typically require higher security levels than facilities with less severe consequences of communication system compromise.

Key Security Requirements for Industrial Chat Services

Authentication and Access Control: Industrial chat services must implement robust authentication mechanisms, including multi-factor authentication for sensitive operations. Role-based access control ensures personnel can only access information and functions appropriate to their responsibilities (21).

Data Encryption: All communications should be encrypted both in transit and at rest. This includes message content, file attachments, and metadata. Encryption standards should align with industrial cybersecurity best practices and comply with relevant regulatory requirements.

Network Segmentation: Following ISA/IEC 62443 guidance, industrial chat services should respect network segmentation principles that isolate operational technology networks from general enterprise networks (22). The concept of security zones and conduits helps define boundaries between systems with different security requirements.

Audit and Logging: Comprehensive logging of all system activities provides accountability and enables forensic investigation if security incidents occur. Logs should include user actions, system events, and security-relevant activities with tamper-proof storage mechanisms.

Vulnerability Management: Service providers should maintain active vulnerability management programs, including regular security assessments, timely patching, and documented processes for addressing newly discovered vulnerabilities. The product development lifecycle should follow secure development practices as outlined in ISA/IEC 62443-4-1 (23).

Additional Compliance Considerations

Beyond ISA/IEC 62443, plant managers must consider industry-specific regulations and standards:

Functional Safety Standards: Facilities subject to functional safety requirements under ISA-84/IEC 61511 must ensure communication systems do not interfere with safety instrumented systems and can support safety-critical communications when necessary (24).

Data Privacy Regulations: Organizations operating in multiple jurisdictions must ensure industrial chat services comply with data protection requirements such as GDPR in Europe or industry-specific regulations like HIPAA for pharmaceutical manufacturing.

Quality Management Systems: Manufacturing facilities with ISO 9001 certification or industry-specific quality standards should evaluate how industrial chat services support documentation, traceability, and quality management processes.

A Structured Decision Framework

Phase 1: Requirements Definition

Plant managers should begin by documenting detailed requirements across all evaluation dimensions:

Define acceptable uptime targets and MTTR requirements based on operational criticality
Identify all hazardous area classifications present in the facility and required device certifications
Map existing systems requiring integration and prioritize integration points
Determine Target Security Levels and compliance obligations

Phase 2: Vendor Evaluation

When evaluating potential industrial chat service providers, request detailed information on:

Reliability and Performance:

Historical uptime metrics and availability guarantees
Infrastructure redundancy and disaster recovery capabilities
Support response times and escalation procedures
Reference customers in similar industries and facility types

Safety and Certification:

Supported device types and their certifications (ATEX, IECEx, Class/Division)
Documentation of certification processes and audit reports
Regional certification coverage for international operations
Maintenance procedures that preserve certifications

Integration Capabilities:

Supported industrial protocols and communication standards
API documentation and integration support services
Existing integrations with common industrial systems
Customization options and professional services availability

Security and Compliance:

Alignment with ISA/IEC 62443 security requirements
Security assessment reports and certifications
Compliance with industry-specific regulations
Data residency options and privacy controls

Phase 3: Proof of Concept and Pilot Testing

Before full deployment, conduct structured pilot testing that validates:

Actual system performance under realistic plant conditions
Integration functionality with critical plant systems
User experience for different roles and work environments
Security controls and administrative management capabilities

Phase 4: Total Cost of Ownership Analysis

Evaluate the complete financial picture beyond initial licensing costs:

Infrastructure requirements and network upgrades
Integration development and professional services
Hardware costs for certified devices
Training and change management investments
Ongoing support and maintenance fees
Costs of system downtime during implementation

Conclusion

Selecting an industrial chat service requires plant managers to balance complex technical, safety, and operational requirements. Unlike consumer communication applications, industrial chat services must meet stringent reliability standards, comply with hazardous area certifications, integrate with specialized industrial systems, and adhere to comprehensive cybersecurity frameworks.

The evaluation framework presented in this article provides a structured approach to this complex decision. By systematically assessing reliability requirements, understanding hazardous area classifications, defining integration needs, and ensuring compliance with established standards like ISA/IEC 62443, plant managers can make informed decisions that enhance operational safety and efficiency while meeting regulatory obligations.

The investment in a properly selected and implemented industrial chat service delivers significant returns through improved communication efficiency, reduced incident response times, enhanced safety outcomes, and better coordination across shifts and departments. As industrial facilities continue to evolve toward more connected and data-driven operations, robust communication infrastructure becomes increasingly critical to competitive advantage and operational excellence.