Maximize your plant s uptime and efficiency. Maintenance and Support Services from Schneider Electric

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1 Maximize your plant s uptime and efficiency Maintenance and Support Services from Schneider Electric

2 Maintain peak efficiency throughout your system s life Maintenance and Support Services from Schneider Electric TM empower you to maximize system performance at every stage of its life cycle. We help you resolve everyday technical issues and simplify maintenance to deliver more uptime and efficiency for your automation assets including PLC, Drives, HMI, and SCADA. Because each of our customers has different support requirements, we have created the Maintenance and Support Service Agreement, allowing you to flexibly define the scope of support necessary for your plant and staff. A service agreement ensures the high degree of security that is indispensable in all industries today. Customized service packages for maintenance and support help you reduce downtime and control your maintenance budget. elementary service modules 7Extended Remote Technical Support On-site Expert Assistance Software Updates and Support Preventive Maintenance Warranty Spare Parts Management Exchange and Repair

3 Today s marketplace leaves manufacturers little time for long-term maintenance planning. Production targets soar and the pressure for sustainability mounts. Meanwhile, there is a decrease in capital investment funds, and critical plant assets are aging. This is why now, more than ever, you need a clear maintenance plan for the future of your operation. Maintenance and Support Services from Schneider Elecric give you access to first-class services, quality spare parts, and the expertise of a renowned automation supplier, while remaining adaptable to your requirements. We will work closely with you to develop a customized agreement for one or multiple years, tailored to your unique circumstances, such as plant s operating history, maintenance requirements, process criticality, performance improvement needs, staff experience, manpower levels, and budgetary preferences. Partnering with Schneider Electric enables you to: Maximize productivity Increase Mean Time Between Failures Decrease Mean Time To Repair Improve maintenance skills Improve equipment reliability Optimize plant assets Extend asset useful life Improve inventory integrity Improve inventory accuracy Improve financial performance Reduce maintenance expenses Avoid downtime costs Reduce operational costs Services tailored to your installation requirements Our Maintenance and Support Services portfolio contains all the right elements to fit your specific support requirements. These modules can be sold on a stand-alone basis or packaged in a tailor-made agreement. Whether you are looking to perform maintenance, repair, manage spare parts or obtain recommendations to optimize your assets, our team will assess your installation and help you identify the most suitable solution.

4 Remote Technical Support elementary service 7modules

5 Remote Technical Support Call us to get instant product advice from industry specialists Do you want to: receive assistance in designing, configuring, diagnosing, or simply executing the daily operations of your automation equipment? drastically cut downtime and maintain productivity? have access to reactive and efficient technical support? When the unexpected occurs, it is critical to have instant access to expert technical information and support. Having readily-available assistance can save your organization time and money. Schneider Electric offers high-quality remote support to help you improve your productivity by quickly and accurately resolving technical issues related to your automation product (hardware and software). Our phone support service provides you with quality assistance from experts with extensive knowledge of Schneider Electric automation products and the applications they are used in. Talk to a product specialist, live, in your local language. They will help you install, configure, troubleshoot and diagnose to solve your technical issue faster. Why do you need remote technical support? Our support centres engage the latest tools to deliver best-in-class support and diagnostics. A state-of-the-art contract management system allows technical support engineers and field service specialists to view your up-to-theminute support case history. Thanks to an efficient call handling system customer calls are quickly routed to appropriate product specialists, reducing wait time to minimum. Our expert support staff have fullyequipped labs at their disposal to replicate and solve your more complex problems. The result? You get the answers you need through direct access to our competent product specialists during and outside business hours - whenever you need it. Benefits for your plant: Priority access to technical support for applications and troubleshooting Ability to address equipment issues over the phone Expertise available 24 hours* a day, 365 days* a year, with a guaranteed response time Scalable service enabling you to choose the right level of support to fit your needs A detailed escalation procedure ensuring timely response 24/7/365 support* gives you more peace of mind * Check local scope of service with your representative _GMA_GB

6 On-Site Expert Assistance elementary service 7modules

7 On-Site Expert Assistance Best-in-class automation expertise at your side Day or night, Schneider Electric field technicians are available to help troubleshoot and resolve unplanned downtime events. Our specialist teams will handle your equipment issues and reduce process stoppage, quickly and efficiently. Why do you need on-site assistance service? Our field service engineers can support your maintenance staff in their every day operations, or engage when requested in case of emergency events. Working closely with your personnel, they will help you increase uptime and optimize equipment performance. Available on scheduled, full-time basis or on-demand basis, an on-site assistance service help you address specific concerns and support your maintenance strategy. Our field service engineers use manufacturerspecific tools for an in-depth diagnosis of your equipment. On-line diagnosis Before we decide on an on-site intervention, our on-line experts will help you diagnose the situation and take the right decision. Global tools, local support The Schneider Electric network of support centres stretches all around the world to deliver a global, high-quality service adapted to your individual requirements. Expert skills Our support teams are uniquely qualified to advise and assist you, thanks to their extensive knowledge of the product and the specific needs of your application. All field service engineers in our centres worldwide share technical knowledge of performed interventions with each other to capitalize on the experience and improve efficiency. Benefits for your plant: Access to skilled intervention teams with product and application know-how Reduced downtime duration faster problem resolution through priority dispatch. Access to a broad palette of competencies while saving training cost Fast response time in case of emergencies Combining technical know-how and fast response _GMA_GB

8 Software Update and Support elementary service 7modules

9 Software Update and Support Maximize return on your software investment In order to deliver maximum benefits, your investment in automation software needs to be followed up by regular updates and enhancements. Our software update and support service ensures you receive timely updates and patches for Schneider Electric s software products, so you can accelerate issue resolution and minimize the risk of outages. You can also rely on our experts to assess your software platform and deliver recommendations for compatibility evolutions. Why do you need software updates and support? By keeping your software up-to-date, you ensure it delivers maximum visibility into your automation system and process. Our field engineers provide on-site support to perform update operations on your behalf, on both your programming PC and devices to minimize the risk of system issues. What is included in software updates and support? Software updates Software compatibility & evolutions analysis (PLC, HMI, SCADA) Programming PC update operation PLC update operations HMI update operations Included + Optional Benefits for your plant: Get unlimited access to updates and patches Improve software management with expert know-how Receive on-site and remote product support Speed up diagnostics and issue resolution Obtain recommendations for entire system Unlimited on access to the latest software updates _GMA_GB

10 Preventive Maintenance elementary service 7modules

11 Preventive Maintenance Planning is key to your peace of mind Our service typically includes: Physical inspection Input output terminals Power supply Network cabling Error history review Door gaskets Software inspection Perform backups Check and record system status and availability Test communications Test disaster recovery procedure Record and defragment system capacity Analyze memory usage Review recurring alarms Check remote access Compare system performance levels Oxidation Rust Dust Fans Filters Batteries Capacitors Physical Clean Change Reporting Environmental impact Hardware condition Performance status Recommendations Your plant s productivity depends largely on the condition and performance of your automation system. Schneider Electric offers a preventative maintenance services that help you reduce unexpected process issues by creating a customized maintenance plan for your installation. Now you can anticipate potential risks, and deliver increased uptime and higher efficiency levels for your entire plant Why do you need a preventive maintenance plan? What does an hour of downtime cost your plant? Estimates vary based on the industry and size of the facility but have ranged from $50K to over $1M per hour of downtime per incident. Effectively, almost every factory loses at least 5% of its productive capacity due to downtime and many lose as much as 20%. Analysts report that 4 in every 5 industrial facilities are unable to evaluate their downtime accurately, with many underestimating the Total Downtime Cost (TDC) by 200 to 300%. Our preventive maintenance service helps you design and implement an efficient preventive maintenance program to optimize your automation system including drives, PLCs, HMI, network, and SCADA systems. What is covered by your preventive maintenance agreement? Our preventive maintenance service uses a time-based methodology where actions are performed on a predetermined, periodic basis. The preset schedule is followed regardless of the equipment condition at the time, similar to changing a car s oil every miles. Included: Parts replacement for aging and worn components Comprehensive testing to ensure proper operation Minor corrections and repairs can be performed as needed Benefits for your plant: Anticipate issues and extend life of system and components Reduce risk of unschceduled downtime Maximize uptime and production revenue Keep your system running at peak performance Improve reliability and safety of operations Preventive maintenance helps anticipate up to of breakdown causes _GMA_GB

12 Extended Warranty elementary service 7modules

13 Extended Warranty Long-term protection for your assets Do you want to: protect your budget from escalating repair costs? reduce maintenance cost of new products? have more time to focus on your core business? Schneider Electric covers its hardware with repair or replacement of products for a period of eighteen months from time of installation.* If your buying procedures are complicated, you are in a remote location, or have business critical applications, you may require more than the standard exchange or repair procedure for your variable speed drives, HMI, and PLCs. To help you address this need, Schneider Electric offers two options to broaden the scope of your standard factory warranty extended warranty and on-site extended warranty. Extended warranty: This service allows you to extend your factory warranty for an additional period of time, giving you more peace of mind and improved control of maintenance budget. Included: Replacement or repair of product Ship first - return later Detailed issue analysis report upon request On-site extended warranty This warranty option takes you one step further. In addition to the extended warranty scope, you will have the possibility to have an expert come on-site to perform a scheduled maintenance action or help resolve a technical event related to the warranted equipment. Depending on your preferences, we can commit to a specified response time for on-site interventions. Why do you need extended warranty? After your original product warranty expires, you face the risk of additional maintenance expenses that are difficult to plan and budget. Our extended warranty service gives you protection against escalating repair costs. Benefits for your plant: Protect your budget from unscheduled expenses Reduce your administrative costs by processing only one purchase order per warranty period Protect your investment Benefit from high quality repair performed by Schneider Electric s experts Extended warranty means more control of your maintenance budget _GMA_GB * Subject to our local terms and conditions.

14 Spare Parts Management elementary service 7modules

15 Spare Parts Management Your critical parts always at the ready Do you want to: minimize the impact of process stoppage and production loss? have high quality spares delivered just when you need them? control your maintenance budget by optimizing parts management? How it works: During an annual maintenance visit, we conduct a comprehensive series of audits of your installed and stored equipment. This way we determine the parts you need to keep on-site and the parts Schneider Electric could keep in our warehouse. You can also opt for a combined on-site/offsite plan that fits your requirements and can be adjusted to cover any new investments in new plant and equipment. Easy access to spare parts is a key requirement when you are looking to maximize the uptime of your automation system. But reconciling the high availability of components with budgetary limitations can pose a challenge. That is why Schneider Electric offers a comprehensive spare parts management service with options for on-site and off-site storage. Why manage your spare parts with Schneider Electric? Our team assists you to identify critical parts and delivers a report to your staff. Knowing which components are vital to your installation enables you to acquire and maintain the inventory levels necessary for optimal plant performance. Whether stored on your premises or in a central inventory, you can rest assured that your critical spare parts are always available when you need them. What is covered by your spare parts agreement? Identification of system-critical parts On-site or off-site storage of components, with immediate availability (on-site) or contractual delivery time (off-site) On-site spare parts testing Automatic stock replenishment Benefits for your enterprise: Reduce capital expenditure as we remain the owner of parts in stock Ensure high availability of parts with guaranteed delivery in contractual time Optimize inventory levels in alignment with needs Balance maintenance budget Increase installation uptime Higher availability of critical spare parts _GMA_GB

16 Exchange and Repair elementary service 7modules

17 Exchange and Repair Top quality product service directly from your automation supplier Trust the original manufacturer to handle your automation equipment issues that you might have: Worldwide network of support centres Specialist assistance and diagnostics High-quality, original components and service As the pressure for savings mounts, maintenance and capital investment budgets continue to shrink, making the value of repairing existing assets increasingly apparent. Schneider Electric offers a high-quality exchange service and a network of global repair centres to help you extend the useful life of your automation equipment Repair: All our automation products are repaired in our manufacturing facilities by product experts, using the same high quality parts, standards and procedures as in the original manufacturing process. Our experts are also equipped to perform on-site repair operations when required. Exchange: In addition to repairs, we can also replace failed devices and components. If your product is part of a critical application, you will not need to wait for it to be repaired and returned to you. We will ship the required part directly to you upon receiving an notification. You will have 14 days to send the malfunctioning device to us. With Service+, we ship the required component on the following business day.* Why choose exchange and repair services? Along with high quality repair services and fast exchange, we provide detailed issue reports to help you minimize the risk of similar problems in the future. Benefits for your plant: Equipment repaired by manufacturer s experts Original parts and components only One year warranty for exchanged parts Prolonged total life of installation Reduced downtime with a quicker response time for emergencies Wear parts are changed during repair operations Reduce downtime with a customized service * Check availability with your local representative _GMA_GB

18 Preventive Maintenance Spare Parts Management Maintenance and Support Service Agreement Create a customized maintenance plan for your installation Exchange and Repair** Remote Technical Support We understand your maintenance goals What if you could improve your system s productivity for years to come - with one decision? Schneider Electric offers a single solution that delivers enhanced reliability and more uptime at every stage of your automation system s life - the Maintenance and Support Service Agreement that can be tailored to your installation s needs. In today s competitive environment, it can be difficult to recruit and retain specialist staff. If your organization does not frequently use certain specialized skills, it is necessary to contract them. Even if your personnel attends specialized training, they are unlikely to maintain the skills if they do not use them every day. The Maintenance and Support Service Agreement gives you access to the specific type of expertise you need exactly when you need it. Schneider Electric offers a wide spectrum of agreement options from remote support to partially taking over the maintenance of your control system. Commissioning a service at a fixed cost for a set period of time is not only easier to budget - it also gives you peace of mind that your production line will be running at peak performance. On-Site Expert Assistance From reactive to planned maintenance Equipment reliability depends on quality of maintenance work. This in turn consists of several essential elements, including preventive and corrective maintenance but also a good emergency plan that restores your installation back to operation as quickly as possible. Software Update and Support Schneider Electric s service philosophy focuses on ensuring consistent quality of service throughout your system lifecycle with emphasis on optimizing your operational efficiency and minimizing downtime. We provide a professional service that is based on reliability, worldwide coverage, 24/7 support, speedy troubleshooting, spare parts management expertise, and a priority service response that is contractually agreed, including emergency assistance and escalation management. Extended warranty* * Not part of the service agreement. ** Subject to local terms and conditions.

19 Discover the benefits now The Maintenance and Support Service Agreement delivers peace of mind for you, and many more benefits for your entire installation: Improved system availability Preventive maintenance helps you to identify sources of potential failures early on. With spare parts management, you have easy access to the parts you regularly need, adding even more process uptime. Regular software updates mean your system performs at its full potential. The exchange and repair service allows you, in case of failure, to get your equipment back to work as quickly as possible Reduced process downtime In case of an equipment malfunction, our on-site expert assistance service provides a fast and accurate intervention. An advanced escalation management system ensures that the problem is quickly identified and resolved. Budget control through tailor-made agreement Take the guesswork out of budgeting maintenance. Our customizable offer allows you to plan actions in alignment with actual needs. Without a costly overhead, you receive the help you want within the response time you need. Best-in-class expertise and product know-how We have designed and manufactured your product - and we know best how to keep it running in peak condition. All the maintenance operations on your equipment both on-site or in our repair centres are performed by our highly skilled engineers. We apply the same quality requirements to our maintenance procedures that we do in our manufacturing process.

20 Unscheduled downtime is expensive. The global process industry loses $20 billion, or five percent of annual production, due to unscheduled downtime and poor quality. ARC estimates that almost 80 percent of these losses are preventable...» ARC Advisory Group, 2010 Visit Make the most of your energy SM Schneider Electric Industries SAS Head Office 35, rue Joseph Monier - CS30323 F92505 Rueil-Malmaison Cedex FRANCE Due to possible changes in standards and equipment, the features described in this document in the form of text and images are subject to confirmation by Schneider Electric. Publication: Schneider Electric 2012 Schneider Electric. All Rights Reserved. Schneider Electric and Make the most of your energy are trademarks owned by Schneider Electric Industries SAS or its affiliated companies. All other trademarks are property of their respective owners _GMA-GB

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