EAS End Users Service Maintenance Program
Yukon Visual T&D
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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
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Table of Contents
1.
Introduction .........................................................................................................2
2.
VT&D Enterprise Software – End Users............................................................3
2.1.
Software Warranty .......................................................................................................... 3
2.2.
VT&D Software Maintenance plan .................................................................................. 3
2.3.
Engineering / Product Specialist Services ....................................................................... 5
3.
Appendix .............................................................................................................6
3.1.
Services Price List .......................................................................................................... 6
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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 products. Eaton provides a support offering that meets
customers’ requirements.
Visual T&D Enterprise Software – End Users. This section describes the maintenance plan for our
VT&D enterprise class software. This software is typically integrated into the utility’s IT infrastructure on server
class machines. Software maintenance is mandatory and starts at system acceptance.
The following table summarizes the maintenance plan. Please read the section details for complete information
on each option.
Enterprise Software –
End Users
Program Components
Duration
Software Maintenance
Annual
Technical
Support
During business hours *
Unlimited
24 x 7
x
Software Releases
Patches and Fixes
Coaching and Consulting
Investigation and Troubleshooting
Priority of investigation
x
x
x
x
x
Software
Updates
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2. VT&D Enterprise Software – End Users
2.1. Software Warranty
Eaton’s software warranty is for a period of 12 months and is defined in the software license agreement
document.
2.2. VT&D Software Maintenance plan
The Software Maintenance Plan provides you with continuous access to the latest version of the server and client
software:

Free access to software releases. You will have free access to new software releases. A minimum of
one update per year is planned.

Notification. You will receive notification of updates, patches, and fixes to existing versions of your
covered software products. (Subject to the product life cycle policy)

Technical Support. You will have unlimited access to our 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.

24/7 emergency call response service. This service provides customers with a 24 hour / 7 day contact
phone number (1-800-815-2258) for emergency technical support. It offers support and investigation to
understand unusual situations that may occur outside of 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
problem resolution 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.

Priority of investigation. This service provides customers with a priority of investigation for submitted
technical issues. It is provided during regular business hours only. The service ensures that a product
specialist will investigate and answer any specific request in priority towards 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.
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
Coaching. Provides customers with up to 4 hours of specific coaching about any particular feature of the
software. Coaching hours are intended to be provided remotely. This time can be used by customers for
additional training needs or explanations (customers must have successfully completed basic training for
the product). Time is cumulative for the period of the contract (minimum of half an hour per contact).

Investigation or troubleshooting. Provides customers with up to 8 hours of remote investigation time by
an engineer or product specialist. This time can be used by customers to receive answers to their
questions or to have an expert investigate an issue outside of the normal warranty of the product. Time is
cumulative for the period of the contract (minimum of half an hour per request).

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
resolution of the problem at the time of the call. Also, this service does not cover on-site support or
investigation.
Software maintenance is mandatory and starts at system acceptance. If required, traveling costs are not included.
Please contact our inside sales department for a quote based on your needs. (psmo-sales@eaton.com)
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2.3. Engineering / Product Specialist Services
The Software Products engineering support services provides customers with an Engineering / Software Product
Specialist to assist in defining requirements and configuring the software application.


High-quality Engineering / Software Product Specialist to support you in your software configuration and
optimization.
Can assist you in setting up your Visual T&D system, configuring data points and alarms, and creating
custom data displays, single-line diagrams and reports.
Engineering/Product Specialist Support Services offered are:

On-site technical requirements audit and recommendations. This professional service provides
customers with a complete analysis of their system, after which a recommendation report is prepared and
provided. The Engineer/Product Specialist will perform the analysis at customers’ location and will work
with the customers’ team to analyze all components of the system to ensure they meet the specified
requirements/standards of the industry. A report will be prepared and provided to customers following the
visit.

Technical optimization service. This professional service provides customers with a complete and
optimized configuration (including parameters) of their system. This activity normally 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. Provides customers with a training refresher about the software included in
the system. This refresher does not replace complete training and is intended for people who have
completed formal training. The duration of the session will vary and be adapted to customer needs
(estimated at 8 hours per product). The location of the training will also be adapted to customer needs.

Homologation program. This professional service provides customers with a complete analysis and test
program of their system. The Engineer Product Specialist will perform the work at customers’ location and
work with the customers’ QA team to analyze all components of their system 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 need. (psmosales@eaton.com)
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3. Appendix
3.1. Services Price List
Without any maintenance program, the following price list applies for 2016:
P-PVTD-1601-00 – Major VT&D Software Upgrade
3060$ per license
P-TENG-0303-00 - Technical Support VT&D
Each Support case opened by our technical support
specialists team :
1020$ (VT&D)
P-TENG-0301-00 – Standard Engineering Rate
Hourly engineering rate:
150$/hour
Workshop access :
310$ 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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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.