EAS End Users Service Maintenance Program
SMP Product Line products
Support Policy Paper
Version 1.1, January 2016
Eaton - Cooper Power Systems
www.eaton.com
Mario Ferland
Program Manager
© 2016 Eaton - Cooper Power Systems. All rights reserved. No part of this document may be reproduced or transmitted in any form or
by any means, electronic or mechanical, including photocopy, recording, or any information storage and retrieval system, without
permission from Eaton - Cooper Power Systems.
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Table of Contents
1.
Introduction .........................................................................................................2
2.
SMP Hardware and Software – End Users........................................................3
2.1.
Standard Warranty .......................................................................................................... 3
2.2.
SMP Maintenance Plan................................................................................................... 3
2.3.
Enhanced SMP Maintenance Plan .................................................................................. 4
2.4.
Engineering/Product Specialist Services ......................................................................... 5
3.
SMP Loaner Program .........................................................................................6
3.1.
Program details ............................................................................................................... 6
4.
Appendix .............................................................................................................7
4.1.
Services Price List .......................................................................................................... 7
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1. Introduction
This Service Maintenance Program document provides information about the layered service model for Eaton Cooper Power Systems, EAS Substation Automation SMP products. Eaton-CPS provides a standard and
enhanced support offering that meets customers’ requirements.
The support offerings are divided as follows:
SMP Hardware and Software – End Users. This section describes the standard and enhanced support
available for SMP devices and covers both the hardware warranty and the firmware support options. The
software is integrated to the device at the factory.


Standard Warranty. The standard warranty for the product.
Maintenance and Support Packages. A choice of annual Maintenance and Support options that provide
customers with the ability to choose a support package that meets their organization’s requirements.
The following table summarizes the Hardware Support and Services options. Please read the section details for
complete information on each option.
SMP Hardware & Software – End Users
Warranty and Maintenance Summary
Program Components
Duration
Warranty
Hardware
SMP Software
5 Years
1 Year
Maintenance
Standard
Enhanced
Device Life
Annual
3/yr.
Unlimited
Technical Support
Business Hours *
Emergency 24 x 7
x
Software and Firmware Updates
Software Releases
Patches and Fixes
x
x
x
x
x
x
Loaner Program
x
RMA Investigation Program
x
Reduced hourly rate
x
Priority of investigation
x
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2. SMP Hardware and Software – End Users
2.1. Standard Warranty
Eaton’s SMP* hardware warranty is for a period of 5 years after delivery and is defined in the software license
agreement document.
Eaton’s SMP* software warranty is for a period of 12 months after delivery and is defined in the software license
agreement document.
*SMP 4DP, SMP 16/CP, SMP 16/SG, SMP SG4250 and SMP I/O
2.2. SMP Maintenance Plan
The Standard SMP Maintenance Plan provides you with continuous access to the latest version of the gateway
software as well as Microsoft Windows®-based configuration and maintenance tools as follows:

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

You will have free access to new releases of SMP software, including Windows-based configuration and
maintenance tools, licensed protocols, and software components. Two updates per year are planned.
You will receive notification of updates, patches, and fixes to existing versions of the software products
covered under the plan.
You will have access to technical support during our normal business hours: 8:30 AM to 4:30 PM EST.
Questions and problems can be submitted by the designated customer contact by e-mail or phone.
You will have 3 free support cases annually with our technical support specialist team. Extra support
cases can be purchased if necessary.
The SMP Standard Maintenance Plan is included with every SMP units purchased, and is valid for the whole
device life.
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2.3. Enhanced SMP Maintenance Plan
The Enhanced Maintenance Plan offers customers all the benefits from the Standard SMP Software Maintenance
Plan plus the following:

Loaner program. Upon confirmation of eligibility (based on customers’ equipment type availability),
customers will have access to replacement equipment within a period of 24 hours (subject to delivery
carrier services). The equipment provided will be sent to ensure system service continuity and will remain
available at the customer site until another solution is offered to the customer. The equipment will be
returned to Eaton-CPS at the end of the loan and cannot be purchased. The loan equipment will be a
replacement unit. (Refurbished unit, not necessarily the same model as the original customer equipment).
Limit of 1 loan unit per customer simultaneously.

24/7 emergency call response service. This service provides customers with 24 hours / 7 contact
phone number (1-800-815-2258) for emergency technical support. It offers customers quick support and
investigation to understand unusual situations that may occur outside the normal business hours. The
service ensures that customers can react accordingly to the situation they are facing. It is not intended to
replace normal support or engineering services, outside of an emergency situation. This service does not
guarantee resolution of the problem at the time of the call. A situation analysis report, including
recommendations to ensure service continuity, will be provided before the end of the next business day.

RMA investigation program. This service provides customers with up to 2 hours of free investigation on
any unit returned (up to 25 per year of contract) for repair at our repair facility. The service provides
assurance that customers have a clear understanding of the problem and possible causes. A situation
analysis report, including recommendations to help customers with any corrective actions, will be
provided within two business days following completion of the investigation.

Priority of investigation at Customer Support Department. This service provides customers with a
priority of investigation for submitted technical issues. It is provided during regular business hours only. It
ensures that a product specialist will investigate and answer any specific request in priority against
regular ones. Customers can expect feedback within 8 open business hours after submitting a question or
reporting an issue. This service is not intended to replace engineering services and does not guarantee
problem resolution at the time of the call.

Unlimited free support cases. This service provides customers with unlimited, free support for case
investigation and coaching with our technical support specialist team. Questions and problems can be
submitted by the designated customer contact by e-mail or phone during our normal business hours: 8:30
AM to 4:30 PM EST. This service is not intended to replace engineering services and does not guarantee
problem resolution at the time of the call. Also, this service does not cover on-site support or
investigation.
The Enhanced SMP Maintenance plan is a renewable contract. In cases where Eaton-CPS is selling to a third
party (Value Added Reseller, Integrator, Distributor, etc.), the end-user must be specified to Eaton-CPS for this
maintenance plan to be effective.
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2.4. Engineering/Product Specialist Services
The Engineering / Product Specialist Services plan provides you with an Engineering/Product Specialist to assist
you in defining your needs and with the configuration of the SMP product, in the context of an automation project,
for example.


High-quality Engineering/Product Specialist to support you with your SMP software configuration and
optimization.
Can assist you with configuring your SMP products, analyzing device protocols, diagnosing
communication problems, or using SMP Tools.
The Engineering/Product Specialist Services offered are:

On-site technical requirements audit and recommendations. This professional service provides
customers with a complete analysis of their system as well as a recommendation report. The
Engineer/Product Specialist will perform analysis at customer location and work with the customers’ team
to analyze the components of their system to ensure they meet specified requirements/industry
standards. A report will be prepared and provided to customers following the analysis.

Technical optimization service. This professional service provides customers with a complete and
optimized configuration (parameters) of their system. This activity usually follows the audit of a given
system and the resulting recommendations. A report will be prepared and provided to customers following
this activity.

Specific training refresher. Provide customers with a training refresher on SMP equipment. This
refresher does not replace complete training and is intended for people who have attended formal
training. The duration of the session will vary and be tailored to customer needs (estimated to 8 hours per
product). The location of the training will also be adapted to customer needs.

Acceptance program. This professional service provides customers with a complete analysis and test
program of their system. The Engineer/Product Specialist will perform work at customers’ location and
work with the customers’ QA team to analyze system components to ensure they all meet the
requirements specified in the acceptance test plan. A report will be prepared and provided to customers
following this activity.
The Engineering/Product Specialist Support Services are offered individually or in packages. Each of them
includes the time required by the provided resources to complete the tasks, but excludes travel and lodging fees
(unless specified). The required tasks must be coordinated by the Engineer / Product Specialist at least 6 weeks
before the desired realization date.
Pricing:
Please contact our inside sales department for a quote based on your needs. (psmosales@eaton.com)
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3. SMP Loaner Program
3.1. Program details

Loan definition: An arrangement in which Eaton-CPS sends replacement equipment to a customer. This
customer agrees to return the equipment after a predetermined period of time.
This program is offered as a service to our customers and is not related to any equipment warranty program. The
program is offered to any Canadian or USA current customers who have paid their SMP Enhanced Service
Maintenance contract agreement for the current year. Customers will be advised of the equipment unit type in
inventory to ensure satisfaction. The objective of this service is for Eaton-CPS to send loan equipment units for
qualifying requests. Limit of 1 loan unit per customer simultaneously.
Customer must sign a loaning contract before any equipment unit can be shipped from Eaton-CPS. The contract
includes the following details:







Equipment units to be shipped with corresponding serial numbers
Value of the equipment units to be shipped (for customs / future invoicing process)
Period of time for which the equipment units are loaned (30-90 days standard)
Address where to ship the equipment units back (ground service)
Period of time after which an invoice will be issued to customer
Name and address of the manager in charge to whom the equipment units are to be shipped
Name of the company who has the maintenance contract with Eaton-CPS (if subcontractor)
Eaton-CPS will ship the equipment units within 4-6 hours after request approval. The service level to be used for
shipping will be adapted to the situation, at no cost for the customer. Equipment units will be shipped from an
Eaton-CPS Canadian office or a US office depending on the location of field equipment (to avoid customs delay).
Customer must provide Eaton-CPS with all required details (tax numbers, phone number SSN, broker name etc.)
to facilitate the expedition. Eaton-CPS is not responsible for any delays due to customs.
Customer is responsible for shipping charges when returning the equipment units. Customs paperwork required
for return will be provided for each equipment unit, in each box. Equipment units must always be returned to
Eaton-CPS Quebec offices.
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4. Appendix
4.1. Services Price List
Without any maintenance program, the following price list applies for 2016:
Free
Major Software upgrade (SMP Tool) :
255$ (SMP)
P-TENG-0304-00 – Technical Support SMP
Each Support case opened by our technical support specialists
team :
150$/hour
P-TENG-0301-00 – Standard Engineering Rate
Hourly engineering rate:
Workshop access :
310$ typical per participant (may vary
depending on events locations)
Notes:



A major software upgrade is when new functionality is included.
A support case includes all associated troubleshooting and follow-up time.
Refer to the official price list for ordering parts number
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Confidentiality
The material contained in this proposal document represents proprietary, confidential information pertaining to
Eaton - Cooper Power Systems’ processes and methods, product line features and functions or future product
line features and functions. By accepting this document, you understand and hereby agree that the information in
this document shall not be disclosed outside of your organization. It will not be duplicated, used, or disclosed by
your organization’s employees, contractors, or subcontractors without permission.
Updates
This white paper represents Eaton - Cooper Power Systems’ best effort on information gathered to date. As the
product/solutions evolve with future technological enhancements, this document will need to be updated. If you
wish to add an update to this white paper, please contact our customer support team.