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Control System Support Scheme Summary

System Health Check:-

One or more site visits will be made per year.

Scope of Work will be defined on an individual customer basis.

Our Service Engineer will perform health checks on all agreed components of your system.

Example:
PLC : Visual inspection, RAM backup battery renewal, application software backups/media refresh.

SCADA : Alarm and Historical trending data backup and archive.

Instrumentation : Hazardous Area routine inspection, Calibration validity check.

Technical Help Desk (Telephone/e-mail):

Customers may contact our help desk via a call back telephone system or email.

This service guarantees a response to your request for assistance within 2 hours.

Using the help desk customers can receive advice on hardware, software or system problems.

If a problem can not be solved by our help desk service we guarantee to assign an engineer to commence investigations on your problem by the next working day.

If your system has remote access via modem our engineer can connect to assist in fault diagnosis.

The annual fee includes up to 12 hours support credit for helpdesk support / engineer investigation. Additional credit can be purchased at any time.

Site Response:

Fixed annual fee will be determined on an individual customer basis dependant on size and complexity of system.

If a problem cannot be solved by the Technical Help Desk, a Service Engineer will endeavour to attend site at the earliest opportunity and is guaranteed to be on site by the next day covered by your support contract.

We recommend the customer hold an approved selection of spares on site, available to our service engineer, in the event of any necessary repairs.

Travel and site time, travel expenses and over night accommodation will be charged at prevailing customer support schedule of rates. Note: 4 hour minimum call out charge.

We offer six options of cover as shown below:

 
Technical Help Desk
Site Support
Option
Health Check
Mon to Fri
09:00 – 17:00
Weekends
09:00 – 17:00
24/7
Mon to Fri
09:00 – 17:00
Weekends
09:00 – 17:00
24/7
1
Y
2
Y
Y
3
Y
Y
Y
4
Y
Y
Y
5
Y
Y
Y
Y
6
Y
Y
Y
Y
Y
7
Y
Y
Y
Y
Y
Y
Y
Bank Holidays are excluded.

Additional levels of cover can be arranged to meet specific customer requirements.

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