-1-
Statement
of Work
Remote Monitoring Service
Remote Monitoring
Service
Maintenance Services
Table of Contents
1.0 Executive
Summary
2.0 Features &
Benefits
3.0 Details of Service
4.0 Scope of
Responsibility
5.0 ASSUMPTIONS
1.0 Executive Summary
Schneider Electric Remote Monitoring Service can be implemented as a primary or secondary level
of support to predict, track and remediate site problems in a timely and efficient manner. This
service will interpret events and activate the proper response mechanism with user defined
notification rules, including e-mail or a phone call. The user friendly web portal gives customers
peace of mind knowing their physical infrastructure is being monitored by trained experts, 24 hours
a day.
2.0 Features & Benefits
6.0 Project Work
Details
7.0 Terms and
Conditions
Features
Benefits
24x7 Expert Monitoring
Alleviates the strain on internal support resources and allows the
device experts to provide 24-hour monitoring of the physical
infrastructure.
Proactive Service Response
Physical infrastructure threats can be anticipated, identified and
resolved quickly and accurately.
Alarm Notification
Customers are notified in real-time via phone or e-mail as critical
events occur, allowing them to reduce mean time to recovery
(MTTR), improve efficiency and maximize uptime.
Trending Analysis
Easily view changes in the physical infrastructure, optimizing
availability within the datacenter.
Web Portal
Offers a central repository of system information with dashboard
view that provides an overview of system status.
Multi-Device Support
Manage an extensive range of Schneider Electric devices including:
single-phase and three-phase UPSs, power distribution units,
cooling and environmental devices as well as other InfraStruXure®
Manager Appliances. Additionally, third-party devices can be
monitored via dry contacts.
Schneider Electric Critical Power and Cooling Services
www.apc.com
Rev 06/18/12
-2-
Remote Monitoring Service
3.0 Details of Service
The specific activities of this service are listed below.
Remote Monitoring Service
Activities
24-Hour Monitoring
Immediate Notification
Delivery of Monthly Report
Description
Schneider Electric will remotely monitor all registered physical
infrastructure devices 24 hours a day, 7 days a week.
Schneider Electric will provide prompt notification via phone and email with specific recommendations, enabling a timely and informed
choice of action during critical events.
Schneider Electric will deliver a monthly report to include potential
problem areas with recommended solutions, contract status
information and configuration advice.
Schneider Electric will receive immediate notification of physical
infrastructure alarms.
Expedited Problem Resolution
Schneider Electric will notify and work with the customer to diagnose
the problem.
Provided on-site service was also purchased. If on-site service is
dispatched, the Schneider Electric technician will acquire the
pertinent information prior to arriving on-site.
4.0 Scope of Responsibility
The items stated here are responsibilities of both Schneider Electric and the customer.
4.1
SCHNEIDER ELECTRIC RESPONSIBILITIES
•
•
•
•
•
4.2
Activate the Remote Monitoring Service
Provide 7x24 monitoring of registered devices
Notify the customer via phone and/or email of events
Obtain data for trend analysis
Provide monthly report including advice on new firmware and best practices
CUSTOMER RESPONSIBILITIES
•
•
•
Set and maintain the contacts for event notifications
Select the devices to be monitored
Configure the Remote Monitoring Service
If set-up of Remote Monitoring service is required, please contact your local service sales
representative for availability.
Schneider Electric Critical Power and Cooling Services
www.apc.com
Rev 06/18/12
-3-
Remote Monitoring Service
5.0 Assumptions
The successful performance of the tasks defined in this Statement of Work is based on the following key
assumptions, which are agreed to by Schneider Electric CPCS.
•
The end user is responsible for configuring the Remote Monitoring Service.
•
Monitoring of third party equipment is only through dry contacts
6.0 Project Work Details
The information stated here are the details of the project performed by Schneider Electric CPCS for the
customer with specifications on date, time, and place.
6.1
SCHEDULE
Actual set dates will be discussed and approved between Schneider Electric CPCS and the
customer.
6.2
LOCATION
The location of this project will be on-site. It will be discussed and approved by Schneider Electric
CPCS and the customer.
6.3
COMPLETION CRITERIA
Schneider Electric CPCS is expected to have finished its written duties when any of the following
occurs:
1. Schneider Electric CPCS completes all the tasks described in Section 3.1 or 3.2 of this
SOW.
2. This project and SOW are terminated for other reasons, within the Schneider Electric CPCS
Customer Agreement.
7.0 Terms and Conditions
APC standard Terms and Conditions apply.
© 2011. All rights reserved. All Schneider Electric trademarks are property of Schneider Electric. Other trademarks are
property of their respective owners. Specifications are subject to change without notice. Disclaimer: This information is
reliable at the point of creation and may be subject to change.
Schneider Electric Critical Power and Cooling Services
www.apc.com
Rev 06/18/12