FACTS Customer Service. Your uptime insurance ABB FACTS Care

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1 FACTS Customer Your uptime insurance ABB FACTS Care

2 FACTS provides more stability and quality in existing and new power networks, with minimal environmental impact. With a complete solutions portfolio, in-house manufacturing of key components and professional customer services, ABB is your partner in shaping the grid of the future. FACTS (Flexible Alternating Current Transmission Systems) technologies allow more power to reach consumers through the existing transmission network. This results in lower investment costs and shorter implementation times compared to the traditional alternative of building new power plants and transmission lines. It also gives the additional benefit of lowering the environmental impact. On top of this, FACTS helps you to improve power quality, grid reliability and delivery performance. The long-term goodwill value of such benefits can not be overrated. Like any complex technical system, FACTS is vulnerable to operational standstills. The deployment of continuous professional services is necessary to reach the full potential of FACTS and to fully capitalize on the investment. Made up of thousands of parts, components and subsystems, in tight interaction with each other, the risk of undetected problems escalating into severe problems must be addressed. The ABB FACTS Care offering is a production uptime insurance for your FACTS installation. Production up-time, availability and reliability are of highest importance for our partners and customers. The total cost of ownership throughout the system lifecycle should be relevant in relation to the system capacity and performance requirements (service level). The capital expenditures, incurred when investing in the plant, needs to be in balance with the operational expenditure, the ongoing maintenance (service)cost for running a product or system. Our comittment is to listen and be responsive to our customers. We deliver customer satisfaction by providing timely and responsive service, with integrity, and a passion for excellence. We value our customers, and always strive to earn their trust. Power companies tend to outsource services that are not seen as part of their core business. There is also a trend that our customers wants longer term service agreements and managed services, where manufacturers take a larger responsibility for various service products and processes to the extent of day-to-day operation and management of the entire system. 2 ABB FACTS Care Your uptime insurance Your uptime insurance ABB FACTS Care 3

3 ABB Facts Care Your uptime insurance FACTS Care is a comprehensive service offering from ABB, allowing you to take a lifecycle perspective on your installation and ensure maximum system reliability and performance. FACTS technologies provide high performance and stable power transmission today and tomorrow. In order to ensure long-term availability and reliability of an installation, it is important to consider the need for future support and spare parts. FACTS Care offers you peace of mind throughout every phase of an installation s lifecycle. Tailored program Choosing from a wide range of services including rapid response, training, scheduled maintenance, consulting and evergreen services you are able to set up your own tailored program. You decide whether to implement a complete set of services right from the start or add services one by one as the need arises. A Agreement from ABB lets you quickly access the correct ABB expertise. We are committed to doing our utmost to maintain and maximize the availability and reliability of your. Agreement The best effect of a Agreement is achieved when implemented early in the system lifecycle. Following that, necessary services can be applied throughout all stages of the life of your FACTS installation. During the warranty period, we will work together with your personnel to minimize future outages and unnecessary stoppages. In the post-warranty period, our FACTS Customer team can continue to handle any issue that may arise. Dedicated FACTS resources can also be appointed to support each Agreement. Health and Safety Health and Safety is one of ABB s top priorities, and includes all employees, contractors, visitors and public. We spend a large amount of time out at the production sites, and we always strive to provide a healthy and safe working environment at sites and facilities. We take adequate steps to prevent accidents and injuries by minimizing, as far as is reasonably practicable, the causes of hazards inherent in the working environment. Zero injuries is our expectation, nothing else is acceptable. ABB FACTS Care empowers you throughout the installation s lifecycle. 4 ABB FACTS Care Your uptime insurance Your uptime insurance ABB FACTS Care 5

4 Rapid response When the incident is there We are at your service around the clock, guaranteeing quick and efficient response. We are committed to restoring your production within the agreed time frame. In case of an incident, it feels safe to know that assistance is close by. Rapid response is our range of services aimed at quickly and easily correcting a fault and helping you to get back into operation after an unexpected failure or unplanned stoppage. Our services include, and maintenance. This support service will give you the comfort of having a hotline to contact in the event of a problem. You can establish contact with us via phone, or other agreed channel, allowing you to quickly access a skilled engineer. Direct access to the right knowledge and expertise will help you save valuable time. Minor incidents are usually solved quickly, and in the event of a major problem, you are ensured to have the right support available from the start. The ability to remotely access a FACTS system is a key feature from both a monitoring management and corrective maintenance perspective. In addition, being able to perform a system data analysis from the FACTS system helps you to stay one step ahead. maintenance The corrective maintenance service offers you the assurance that there are skilled ABB personnel on standby to assist you in the case of a problem. Besides contact support, the service guarantees that a support engineer will arrive on your site within an agreed period of time. Without this support, the response time to site is agreed for each occasion. Rapid response in short In case of an emergency or production stoppage, we will be there to provide instant support. When troubleshooting needs to be carried out quickly, we identify and analyze the fault and recommend the most effective course of action. When you need expert advice on when to replace your equipment or make a quick and effective replacement, you can count on us. Available both on site and remote, our service is flexible and independent of time and place. Words from the product manager Rapid response protects our customers from down-time, the service can be tailored to the customer s requirements for service level and response time. Our customers depend on this service. 6 ABB FACTS Care Your uptime insurance Your uptime insurance ABB FACTS Care 7

5 A new look at knowledge Keeping up the skills and competency level in your company is crucial to remain competitive in the long run. should be a natural part of any industry or utility company s budget. FACTS 2.0 is ABB s operations and maintenance training program, which combines theory with hands-on procedures. Participants will get acquainted with their FACTS system, learn how to enter commands, familiarize themselves with the Human Machine Interface and learn fault-tracing and corrective maintenance. instruction instruction is a common name for various forms of ABB trainings and instructions, giving you access to an ABB expert trainer from a remote location. The training form is suitable as a complement to classical trainings, and for specific instructions needed at the site to safeguard proper system operation., web-based seminars, are an effective training form without geographical limitations, enabling the close teacher student interaction that is so important for efficient learning. Our webinars range from general power technology topics to increase the general competence level in your organization, to technical indepth training covering specific topics or customized training designed for your technical specialists. training In our digitalized era, traditional classroom training remains central to all learning including FACTS 2.0. We offer topic-related open courses as well as customer-specific training, in classroom environment at our own premises or on your site. The benefits of direct teacher student interaction and feedback make classroom education timeless, without necessarily being static and conventional. Today s variety of online tools, used both by teachers and students during training, create the best possible educational platform for learning. in short We offer training during all parts of the system lifecycle, from pre-commissioning to de-commissioning. can be focused on the parts of a customer specific FACTS installation that require the most attention from service engineers. There is always need for training after a new installation or an upgrade, as well as continuous repeat training Words from industry customer I appreciate the training I received for operating the FACTS system. It is also good to know that I can order a specific remote instruction anytime to help me in my daily work. 8 ABB FACTS Care Your uptime insurance Your uptime insurance ABB FACTS Care 9

6 Scheduled maintenance Increase the availability and reliability of your installation Scheduled maintenance management tailored to your needs of reliability and availability through the different stages of the system life-cycle, contributing to your cost control. Preventing an error is less costly than fixing one. ABB s scheduled maintenance management is a safe investment that will pay off in the form of higher availability and reliability. Our programs let you work systematically with preventive maintenance. We provide recommendations for preventive maintenance, updates and spare parts supply. Pro Pro is a software tool used by ABB service organizations to manage preventive and corrective maintenance programs. It contains features for automatic scheduling for all equipment at a site, tracking of maintenance activities, life-cycle management, report creation, and has relevant interfaces with other important global information systems. In addition, our recommendations are based on instructions from our sub-suppliers, and experience from our field engineers and experts. These recommendations are continously updated with new knowledge, experiences, and instructions. Pro also empowers our customers to check what has been done and what remains after each maintenance outage. As an example it s possible to get statistics on how the power outage proceeded with regard to specific items (not maintained, what got repaired, man-hours used). PRO also allows the customer to monitor ABB s performance of the and the status of the work that is planned or completed. preventive maintenance During the execution of a FACTS project, preventive maintenance on the system will be described in a Plan. The purpose of this plan is to define the recommended preventive maintenance activities that can be foreseen, and to estimate the manpower requirements for these activities. The Plan is intended to serve as the overall planning guide for the customer with detailed maintenance instructions for each piece of equipment. It typically contains information such as item designation, maintenance activity, needed time interval, and required manhours and qualifications of the personnel. preventive maintenance The ability to remotely access a FACTS system is an additional feature from a preventive maintenance perspective, that can be scheduled in between the on-site visits. This offering may be subject to country specific variations, and local rules and regulations. Scheduled maintenance in short maintenance helps you to check the condition of your system and its components. It will determine the best solution to ensure system performance, safety, availability and reliability. We offer both remote and on-site preventive maintenance. Operations manager at ABB Scheduled maintenance is not only one of our service products, it is also a way to extend our system warranty period. Because we know that the system is well taken care of. 10 ABB FACTS Care Your uptime insurance Your uptime insurance ABB FACTS Care 11

7 Consulting Our FACTS experts at your service Consulting helps you identify ways to improve the reliability, availability and security of your. Our team of experts can check the current status of your system. Knowing the current condition of your FACTS system is a secure way to prevent and protect the system against potential problems. Our assessment provides you the information necessary to budget for maintenance. We can also analyze your level of protection against malicious cyber attacks, which is a serious and growing threat against reliable operation. s Assessment Assessment helps you to understand the lifecycle status of your. We can assist you in identifying critical equipment and how to minimize risks. This gives you a comprehensive picture of the condition of your system. The assessment is an objective basis for decision, helping you to achieve a long term reliable system. An overall assessment will identify the critical parts of your system and where monitoring is most important. Every part of the system is categorized according to ABB s definition of equipment lifecycle status: active, classic, limited or obsolete. Your ABB representative will know the site and equipment and with a tailor-made service agreement, a sustainable long-term plan can be developed, helping you to plan in advance and budget for maintenance. security Using Internet and other IP based communication technologies requires protection against cyber attacks. Stuxnet and other malware have increased the awareness and need for cyber security methods. security must be addressed continuously, which requires a comprehensive program including human resources with the appropriate skills. security is a key requirement and we are committed to providing products, systems and services that clearly address this issue. We take a systematic approach to cyber security through our operations on a global level. ABB offers non-invasive service products including consulting, awareness training, assessment and recommended mitigations. The security mitigations includes network segmentation, system hardening and patch management. ABB provides a cyber security solution, following international security standards development and respecting customers need for control and integrity. We recognize the importance of cyber security standards including NERC CIP regulation for North American power utilities; and other existing and coming standards such as applicable IEC / IEEE standards. Consulting in short ABB can help identify critical equipment and how to minimize risks. Via onsite visit, visual inspection and evaluation, we do an assessment of age, condition and failure risk. Results are presented in a FACTS system assessment report. security must be addressed continuously, which requires a comprehensive cyber security program including human resources with the appropriate skills. Senior service manager, ABB FACTS With the complete backing of ABB s expertise, we can help our customers answer the most important questions: What is the lifecycle status of my site? Is my site cyber secure? What actions do I need to take? 12 ABB FACTS Care Your uptime insurance Your uptime insurance ABB FACTS Care 13

8 Evergreen Extend the lifecycle of your FACTS system There is growing demand for long-term service agreements and increased peace of mind. Our evergreen services help you to keep your FACTS system up to date. ABB s evergreen approach means that spare parts, updates and upgrades are built into the Agreement. You pay a regular and predictable amount and are ensured that your system is up to date. This is all about optimizing the Evergreen service mix during the lifetime, performance and TCO (Total Cost of Ownership) of the plant. Spare parts ABB strives to continuously increase the lifetime of your components. Using high-quality spare parts management, we are able to inform you what spare parts are needed to minimize unnecessary downtime. Since parts are not infinitely immune to wear and tear, you need to know how to achieve maximum availability throughout their lifetime. The main equipment normally has a longer lifetime than control system equipment. Replacements can generally be directly introduced without design changes. In some cases, however, minor updates may be necessary and are therefore offered case by case, if required. We offer relevant update packages to bring older installations closer to the functionality we supply in today s installations. We offer updates that improve reliability, add functionality and accessibility, secure spare part availability and increase overall performance. Examples: Computer Replacement Software Update HW Update Proactively upgrading the installation before a severe outage occurs can save time and money. The parts of a FACTS installations that are 15 years or older, may be in need of an upgrade. The need for upgrading depends mainly on the general condition of the equipment and the potential unavailability of spare parts. An upgrade may consist of a new control system, new functionality and a new generation of hardware and software. Examples: Control Computer Upgrade Control System Upgrade Evergreen in short Spare parts management protects you from unknown and unexpected problems related to spare parts support. ensure that the system is up to date and optimized and can be implemented in a few simple steps. An upgrade will improve your plant s capacity and production capability, while saving you valuable time and money. Product Manager, ABB Life cycle management and life cycle upgrades is key to get the right mix of Spare-parts, and life-cycle. Total Cost of Ownership a life cycle approach for the plants is a major driver for our customers. 14 ABB FACTS Care Your uptime insurance Your uptime insurance ABB FACTS Care 15

9 Contact us ABB AB FACTS SE Västerås Sweden : ABB Power Systems Division NC 27606, Raleigh USA : ABB Brazil Ltda Power Systems Division , Guarulhos Sao Paulo Brazil : ABB Limited Power Systems Division ST15 0RS, Staffs United Kingdom : Note We reserve the right to make technical changes or modify the contents of this document without prior notice. With regard to purchase orders, the agreed particulars shall prevail. ABB does not accept any responsibility whatsoever for potential errors or possible lack of information in this document. We reserve all rights in this document and in the subject matter and illustrations contained therein. Any reproduction, disclosure to third parties or utilization of its contents in whole or in parts is forbidden withhout prior written consernt of ABB. Copyright All rights reserved. 9AKK106354A2273, ABB FACTS ABB Inc. Power Systems H4R 3B2 Saint-Laurent, Quebec Canada : ABB South Africa (Pty) Ltd Power Systems - FACTS 1609, Modderfontein South Africa : abb.com/facts ABB México S.A. de C.V. Power Systems Division 53125, Naucalpan, Estado de México México : ABB Australia FACTS Customer Support Victoria, 3168 Australia : +61 (0) abb.com/service facts.support@se.abb.com