EAS End Users Service Maintenance Program Yukon IED Manager Suite 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. Smart Solutions Reliable Power Everywhere. EAS Service Maintenance Program – IMS Support Policy Paper 1 Version 1.1,January 2016 Table of Contents 1. Introduction .........................................................................................................2 2. IMS Enterprise Software – End Users ...............................................................3 2.1. Software Warranty .......................................................................................................... 3 2.2. IMS Software Maintenance plan ..................................................................................... 3 2.3. Engineering / Product Specialist Services ....................................................................... 5 3. Appendix .............................................................................................................6 3.1. Services Price List .......................................................................................................... 6 EAS Service Maintenance Program – IMS Support Policy Paper 2 Version 1.1,January 2016 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. IED Manager Suite Enterprise Software – End Users. This section describes the maintenance plan for our IMS enterprise class software. This software is typically integrated to the utility 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 Technical Support Software Maintenance Annual During business hours * Unlimited 24 x 7 x Software Releases Patches and Fixes Coaching and Consulting Investigation and Troubleshooting x x x x Software Updates EAS Service Maintenance Program – IMS Support Policy Paper 3 Version 1.1,January 2016 2. IMS 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. IMS 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 customers support and investigation to understand unusual situations that may occur outside normal business hours. The service ensures that customers can react accordingly to the situation they are facing. This service 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. Coaching. Provides customers with up to 16 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 (customer must have successfully completed the basic training for the product). Time is cumulative for the period of the contract (minimum of half an hour per contact). EAS Service Maintenance Program – IMS Support Policy Paper 4 Version 1.1,January 2016 Investigation or troubleshooting. Provides customers with up to 40 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 problem resolution 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) EAS Service Maintenance Program – IMS Support Policy Paper 5 Version 1.1,January 2016 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 system analysis, 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 system components to ensure they meet the specified requirements/industry standards. 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 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. 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 tailored to customer needs (estimated at 8 hours per product). The location of the training will also be adapted to the 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 the work at customers’ location and work with the customer’s QA team to analyze all the 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. Please contact our inside sales department for a quote based on your needs. (psmo-sales@eaton.com) EAS Service Maintenance Program – IMS Support Policy Paper 6 Version 1.1,January 2016 3. Appendix 3.1. Services Price List Without any maintenance program, the following price list applies for 2016: P-PIMS-1701-00 – Major IMS Software Upgrade Please enquire. $1,020 ( IMS ) P-TENG-0303-00 - Technical Support IMS Every support case opened by our technical support specialists team: P-TENG-0301-00 – Standard Engineering Rate Hourly engineering rate: 150$/hour $300 typ. per participant (may vary depending Workshop access : on event location) 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 EAS Service Maintenance Program – IMS Support Policy Paper 7 Version 1.1,January 2016 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.