Light is the solution OSRAM Services for ENCELIUM Energy Management Systems

Transcription

1 Light is the solution OSRAM Services for ENCELIUM Energy Management Systems

2 OSRAM Services for ENCELIUM Energy Management Systems At OSRAM SYLVANIA (OSI), we provide everything you need to improve the quality of light and increase energy efficiency. The ENCELIUM Energy Management System (EMS) is our advanced lighting control and energy-saving solution for a variety of applications. From the start, our team provides a variety of services to guide your project from concept through design and implementation. OSI offers services designed to meet the level of technical support your building requires so you get the most out of your lighting control system. Please retain this guide for future reference, as it contains important information regarding our service offering. Table of Contents 1. Standard Preliminary Services 3 Design 3 Pre-Startup Labor 3 Project Management 3 2. System Startup Services 4 Scheduling Startup Services 4 Pre-Startup Services 4 Remote/On-Site Services 4 Training Services 4 Other Services Not Included 5 3. Maintenance and Support Services 6 Service Procedures 6 Technical Support 6 Administrator Training 7 Energy Reports & Performance Optimization 7 System Tuning 7 Remote Diagnostics 7 Software Updates & Upgrades 7 Service Plans 8 Service Plan Benefits 9 4. Warranties Glossary of Terms Frequently Asked Questions 11 2

3 OSRAM Services for ENCELIUM Energy Management Systems 1. Standard Preliminary Services You re in good hands. OSI is proud to offer its customers a dedicated team of lighting control specialists. Our team is comprised of skilled application engineers and project managers who will champion your project. DESIGN During this phase your ENCELIUM system will be designed to the provided specifications. This includes a full AutoCAD layout of all components using standard ENCELIUM blocks and outlining all GreenBus II cable connections. PRE-STARTUP LABOR Once the design phase is complete, graphical floor plans are imported into the Polaris 3D software so that our design professionals can begin to create control associations between zones, sensors, wall switches and all other necessary components. This information creates a functional database which then allows our team to set time schedules, BACnet ID s and comfort modes. In addition, advanced control features, such as daylight harvesting and load shedding, can be arranged. PROJECT MANAGEMENT Our Project Managers oversee a project from system startup to ensure delivery of a system that meets or exceeds a customer s expectation. The ENCELIUM Project Management team will maintain good communication with all channels (customer, installer, etc.) involved in the project. They will make arrangements for material delivery and ensure all devices, when required, are properly tested by installers. More importantly, they will follow the progress of the ENCELIUM installation and coordinate timely training services. 3

4 System Startup Services 2. System Startup Services Step by step, our team is there. The ENCELIUM Energy Management System is designed and commissioned by OSI and will include a range of system startup services. System startup services can include application engineering, project management, commissioning, and/or training support. Please refer to the OSI Bill of Materials list to determine which services were included in the purchase. Note: An OSI representative will perform all system startup services. Remote Services will occur between business hours (8 AM and 6 PM EST) Monday through Friday excluding government recognized holidays. Services can be provided outside these hours for an additional charge. On-site Services will occur between business hours (8 AM and 6 PM Local Time) Monday through Friday excluding government recognized holidays. Services can be provided outside these hours for an additional charge. Services may require multiple days depending on the size of the system. SCHEDULING SYSTEM STARTUP SERVICES 1. Call Choose option 1 3. Ask to speak to an ENCELIUM representative to schedule your startup services Please contact OSI 3 weeks (fifteen business days) prior to the requested service date. Additional charges may apply for expediting service inside fifteen business days. TRAINING SERVICES An OSI representative will provide training services to facility staff or end-users responsible for changing the lighting characteristics in a building. Responsibilities of the SCHEDULER of the training session: Ensure the appropriate end users are present for training as OSI typically does not have these contacts. Additional charges will apply if additional training sessions are required. Responsibilities of the PRESENTER of the training session: System demonstration and sign-off by the end user. Deliver the following content (typical session takes 6 to 8 hours to complete): Review system components & software Typical troubleshooting steps of the system Preventative maintenance techniques/steps Warranty information Service & Support options 4

5 System Startup Services OTHER SERVICES NOT INCLUDED IN A STANDARD SYSTEM STARTUP Services to work on non-osi Hardware. OSI will work with other manufacturers on integration of equipment by others. Services to make changes to approved submittal drawings. Any changes must be approved via the appropriate channels. Additional commissioning services due to field wiring alterations. Services to optimize or restore functions after initial commissioning and sign-off. Phased construction schedules requiring multiple visits. Contact an OSI representative to discuss and schedule multiple visits. Energy reports and system performance analysis. 5

6 Maintenance and Support Services 3. Maintenance and Support Services Maximize the value of your ENCELIUM Energy Management System. A service plan can ensure your lighting control system is operating at its optimum efficiency by gaining you access to our nationwide team of skilled field service engineers. SERVICE AND TECHNICAL SUPPORT PROCEDURES 1. Call Choose option 1 3. Ask to speak to an ENCELIUM representative to schedule service of your system or for technical support Conditions regarding our services: All value-added services (System Tune-ups, Energy Reports, System Diagnostics and System Training) must be scheduled at least three (3) weeks in advance. Customers must provide OSI employees or subcontractors with adequate access to the Customer Site and to provide reasonable information and assistance to OSI representatives to facilitate the performance of the service. OSI respects the Customer s need for confidentiality and will utilize job-specific information only as needed to complete the service. Customer must provide direct and/or remote access to ENCELIUM lighting control server (SSU). If you have any questions regarding the ENCELIUM Energy Management System, our knowledgeable ENCELIUM support staff is available at our unlimited OSI Answering Service 24 hours a day, seven days a week and guarantees a four hour response time during business hours (8AM to 6PM EST/ Mon-Fri). We will answer any questions about the operation, functionality, and maintenance of your system. Please feel free to reach out to ENCELIUM Technical Support via our unlimited OSI Answering Service at and choose option 1 or us at [email protected]. Technical information can also be found on the ENCELIUM EMS website at 6

7 Maintenance and Support Services ADMINISTRATOR TRAINING OSI can provide additional customized training, when requested by the customer, on the ENCELIUM Energy Management System based on your needs. In order to schedule one of these trainings, please call and choose option 1 or [email protected] and an ENCELIUM representative will contact you to discuss available training topics and options. ENERGY REPORTS AND PERFORMANCE OPTIMIZATION Upon the Customer s request, an advanced energy report and performance analysis can be conducted by an ENCELIUM representative. Although the ENCELIUM EMS enables customers to access energy reporting information at any time, this appraisal allows an ENCELIUM expert to conduct a thorough review of various system reporting options with the customer and generate an energy and occupancy analysis report of the customer site. The energy report may be limited or modified depending on the customization or structure of a customer s system. Advanced energy reporting features and system optimization leads directly to financial bottom-line improvements. Keeping your system up to date and utilizing advanced performance analytics will increase the energy savings potential in your building. SYSTEM TUNING Customers can request additional performance optimization and system tune-ups. In doing so, an ENCELIUM technician remotely accesses your site to verify that the ENCELIUM system settings are suited to your requirements. These tune-ups optimize the energy performance of the ENCELIUM Energy Management System in your facility. REMOTE DIAGNOSTICS Customers may request to have hardware diagnostics performed on the ENCELIUM EMS. Remote hardware diagnostics consist of remotely accessing your system to check for any components that have failed or are not communicating properly. Remote hardware diagnostics verify system performance and ensure it is operating correctly under normal conditions. SOFTWARE UPDATES & UPGRADES The customer is always able to take advantage of current technology and new applications. Software updates are a consistent and necessary part of maintaining the quality of any sophisticated technology. As such, the ENCELIUM Polaris software is constantly being improved. These software updates include new features, advancements, and maintenance within the current version of your Polaris software (i.e. Polaris 2 to Polaris 2.5). As a leader in cutting-edge technology, software upgrades or newer versions of the ENCELIUM Polaris software are always being developed (i.e. upgrade from Polaris 2.5 to Polaris 3). These versions often offer cleaner, more intuitive interfaces, improved features, and better results. All software updates and upgrades are optional and need to be requested by the customer. For additional information on the latest versions of the ENCELIUM Polaris software, please call or [email protected]. 7

8 Maintenance and Support Services SERVICE PLANS OSI offers service plans with labor coverage for a range of service hours to support the ENCELIUM Energy Management System. The Service Plans must be purchased with the ENCELIUM EMS, and are subject to the Service Plan Terms and Conditions. All service plans for the ENCELIUM EMS require the customer to provide direct or remote access to the ENCELIUM lighting control server (SSU) for OSI or its authorized representatives. OSI has procedures and processes in place to protect customer data. Service Plans Bronze Silver Gold Technical Support Hotline (Availability) Technical Support Hotline (Response time) Technical Support Hours (Includes support, troubleshooting, programming) Administrator Training Hours (By request only) Energy Report(s) per Year (By request only) System Tune-Up(s) per Year (By request only) Remote Diagnostic(s) per Year (i.e. System Check-Up) Software Updates & Upgrades (By request only) 24/7 Contact Answering Service 8 hours 4 hours 4 hours* Allocated Hours of Total Support Time Over Contract (varies by installation) Allocated hours Allocated hours Allocated hours Optional Optional Optional Allocated hours Allocated hours Allocated hours Allocated hours Optional Optional Optional *Outside of normal business hours 8

9 Maintenance and Support Services Service Plans DO NOT COVER: Third Party Hardware, as defined in Glossary of Terms. Travel time and costs to visit Customer Site in accordance with the terms of the Service Plan Terms and Conditions. Product replacement, except where covered by warranty. All other services not specified, including: (a) emergency work performed at Customer s Site; or (b) servicing of fixtures and/or ballasts; or (c) services performed other than during OSI s normal working hours. If in the course of a service call, it is determined that a repair or system configuration change to the energy management system is required or for work outside the scope of these terms, the Customer will be advised in writing and shall be separately billed or surcharged on a time and materials basis. SERVICE PLAN BENEFITS 1. Offers Priority Response. Higher priority response to customers covered under a service plan. 2. Reduces Facility Management Costs. Allows the customer to have exactly the right amount of technician labor to keep their buildings operating at peak levels and reducing burden on facility staff. 3. Protects Your Investment. With regular attention, lighting control systems maintain their value through the benefits they provide such as energy efficiency, and comfortable, securely lit environments. 4. Offers Peace of Mind. Knowing you will receive fast and efficient responses should a problem arise offers you peace of mind. 5. Tenant Satisfaction. Improved comfort and ergonomics by continually adjusting lighting system parameters based on tenant requirements. 9

10 Warranties Glossary of Terms 4. Warranties All ENCELIUM EMS systems come with a standard four-year warranty. The warranty covers all ENCELIUM EMS hardware components produced and supplied by OSI (excluding Third-Party Hardware). Please refer to the ENCELIUM Standard Limited Warranty for additional information. 5. Glossary of Terms Customer Site means the location and where applicable, specific areas within the building within which the System is installed described in the Service Plan Terms and Conditions. OSI Hardware means all system hardware components produced and supplied by OSRAM SYLVANIA Inc. (excluding Third Party Hardware as hereafter defined) including but not limited to I/O modules, ENCELIUM GreenBus II cables, Energy Control Units, System Support Units, Wall Controllers and any other OSRAM SYLVANIA Inc. manufactured hardware that may be supplied from time to time, including any replacements and upgrades. Software means any version of Polaris 3D or any firmware, including components, extensions and modules, related updates and upgrades; firmware; or other licensed materials; that is licensed by OSRAM SYLVANIA Inc. to Customer, whether incorporated into, distributed, or for use with the System. Software Upgrades means a new version of the Software as released by OSRAM SYLVANIA Inc. This must be purchased separately and may require purchase of additional equipment. Software Updates means revisions to the same Software version purchased by Customer to enhance or modify features. Software Updates do not include Software Upgrades. Software Updates are applicable only to standard Software and may not apply to customized Software solutions. System means the ENCELIUM Energy Management System consisting of OSI Hardware and Software. Third Party Hardware means all system hardware components produced and supplied by third parties and not branded by OSRAM SYLVANIA Inc. or its affiliated brands. 10

11 Frequently Asked Questions 6. Frequently Asked Questions What are the main differences between the service plans? Gold level customers have access to all services plus 4 hour response time outside of business hours. Silver level customers have access to all services plus 4 hours response time during business hours. Bronze level customers have limited access to services plus 8 hour response time during business hours. Excluded services (system tuning & diagnostic testing) would be quoted and billed separately. Does the new offering cover both ENCELIUM GreenBus I and GreenBus II systems? Yes. All services are available for both systems for the foreseeable future. At what point are service plans required? After the startup services warranty period (90 days after System Startup). Are travel costs included for on-site services? Travel costs will be quoted separately to the customer for any on-site services. What services are included after a project is initially installed? Services include, but are not limited to, end user training, database configuration, and mapping of a project installation. See the Startup Services section for more details. Can I renew my service plan? Yes. A customer s service plan will automatically renew at the end of each term unless the customer requests to cancel the plan. What happens to my existing service plan if I need to add another room/building/floor/addition to the ENCELIUM system? The service plan term or warranty does not extend or restart with any addition to the system or installation. Any additions should be covered under a new or separate service plan with the term offered in 12 month increments. Can I call the hotline during the weekend or holidays (US or Canada)? The hotline is available 24 hours per day except during U.S. recognized holidays. What time of the day will the service be delivered? Service will be delivered based on the terms of the service plan and the situation. What does 24/7 support mean? Any customer can call anytime of the day (except during U.S. recognized holidays) to place a request for support. The response time between the request and the delivered support depends on the service level of the customer s service plan (ex: 8 hour response time during business hours for Bronze level customers). 11

12 Americas Headquarters OSRAM SYLVANIA Inc. 100 Endicott Street Danvers, MA USA Phone LIGHTBULB ( ) OSRAM is a registered trademark of OSRAM GmbH. GreenBus I is a trademark. ENCELIUM, GreenBus II and Polaris 3D are registered trademarks. Specifications subject to change without notice OSRAM lms