Power Care Customer Support Agreement for Low Voltage Products and Systems 2013 PM.

Power CareCustomer Support Agreement for Low Voltage Products and Systems

2013 PM

Power Care

Power Care, is an ABB multi divisional Service Customer Support Agreement concept:

PowerCare rappresents the complete service offering defined by 5 Categories that rappresent the main Service areas.

The aim of PowerCare is to find the best Service solution tailored made on customer’s needs.

Power Care

Month DD, Year | Slide 2© ABB Group

Power CareSupport contract suggestions for different customers

© ABBMonth DD, YYYY | Slide 3

Power distribution utility in heavily populated areas

Power distribution or generation in remote places

Industrial power consumers

Industry with local power generation

Power CareSupport contract suggestions for different needs


Customer operates process with big consequentinal damages or costs if stopped.

Customer sees lack of skills to professionaly troubleshoot and maintein ABB equipment, irregular involvment in these activites and little confidence in actions taken.

Customer utilizes a service provider for corrective and preventive maitenance and has job quality issues or spare parts origin issues.

Customer misses single place with up to date documentation for his electrical equipment. Different persons in his team are keeping their own documentation sets and IED configurations backups resulting in revision conflicts and time lost in investigation.

Customer operates distribution system with huge penalties for the off time.

Customer operates remote facility with minimum operating personnel and no maintenance personnel present full time. So far only corrective maintenance was done after failure detection, but customer would prefer condition monitoring and condition based preventive maintenance.

Power Care

ABB Service is divided into 5 main categories:

1. Skilled Development Services

2. Emergency Maintenance Services

3. Diagnostic & Condition Assessment

4. Self-Maintenance Services

5. Delivered Maintenance Services

For Each category there are up to 4 levels according to the complexity and the detail of the offering.

What is Power Care


AgendaWhat is PowerCareAreas1. Skilled

Development Services





Internal Docs

Power Care

Power Care is a customer support agreement for LP products and it can involved:

Complete ABB Low Voltage systems

ABB Low Voltage Circuit Breakers

ABB Low Voltage Control Products

When Power Care can be applied


AgendaWhat is PowerCareAreas1. Skilled

Development Services





Internal Docs

Power Care portalOn-line gateway for your support on ABB electrification equipment


http://powercare.abb.com/

http://powercare.abb.com/

Power CareMatrix


1.0 Product Training List

1.1 Product Training

1.3 Coaching Services

1.2 Application Training

1. Skills Development Services

2.0 Single Point of Contact

2.1 Technical Support with agreed response time

2.3 Emergency Spare Parts Assessment and Purchasing

2.2 Call-out Support with agreed response time


3.0 Preliminary Survey and Documentation of Installed Base

3.1 Asset and Risk Assessment

3.3 Remote Asset Monitoring

3.2 Local Asset Monitoring

3. Diagnosis & Condition Assessment

4.0 Installed Base Life Cycle Status Report

4.1 Manuals and instructions On-line

4.3 File Storage4.2 On-Line Support for Self-maintenance


5.0 Technical Assessment on Yearly BasisReport

5.1 Product Engineering Services

5.3 Full Switchgear Engineering Services

5.2 Advanced Product Engineering Services


Entry Level Level .1 Level .2 Level .3

Levels

Ser

vice

Are

as



Power Care1. Skill Development Services













3.Diagnosis & Condition Assessment

4.1 Manuals and Instructions On-line





5.3 Full Switchgear Engineering ServicesMaintenance



Level .0 Level .1 Level .2 Level .3

Levels

Are

as



Access to the comprehensive list of ABB Low Voltage Products and Systems trainings.The list is yearly updated and covers training courses on switchgear, breakers, protection relays and control products matching customers installed base.

Benefits1. Fast way to know which are the ABB Low Voltage Products

and Systems available trainings:1. Free of charge e-learnings and Webinars2. Timetable of classroom training lessons

2. The list is yearly updated with the intruduction to new training for evantual new products or for specific applications

3. Customers can directly access to the PowerCare Portal



Agenda

What is PowerCare

Areas


.0 Product Training List

.1 Product Training

.2 Application Training

.3 Coaching Services






According to customers installed base, ABB Low Voltage Products offers Service/Application e-learnings and Webinars. Webinars include both theoretical aspects and practical actions by means of short videos.

Benefits1. Application Webinars: the fastest way to learn how to correctly

use the product in a special application2. Service Webinars: the easies way to understand the main

steps for a correct manintenance activity on Low voltage products.

3. Webinars and e-learnings can be attended from any internet connection (only after registration)

4. Possibility to intereact with an expert at the end of the Webinar

5. All the material shown is available in a customer dedicated folder

6. Special prices (discount up to 20%) for classroom courses are available for PowerCare agreements

Marketing tool:

Brochure 1.1

1. Skills Development Services1.1 Product trainings


Notes:Webinars: group course with a teacher on line. It must be scheduled.E-learnings: individual courses attended in any moment.

Agenda

What is PowerCare

Areas



.1 Product Training







1. Skills Development Services1.2 Application Training


ABB organizes dedicated on site application trainings to let customer promptly handle emergency cases and carry the correct standard maintenance activity.It is defined a price per day

Values for the customer: Expert(s) at customer place to teach how to: - React in case of problem Or Webinars on applications (advances MNSis lessons, advances communication lessons, segments lessons (wind, mining, etc…), other system integration.)- Optimixe product functionality according to customer

application

Marketing tool:

Brochure 1.2

Agenda

What is PowerCare

Areas



.1 Product Training







1. Skills Development Services1.3 Coaching Services


ABB manages customer’s personnel trainings (customer oriented courses to be implement in PCS2)ABB Coaching Services help customer maintenance managers to set up a strategy for the maintenance personnel skills development. Customer personnel will be trained with ABB training courses to be able to promptly react in case of problem. Coaching Services programs are delivered on-the-job, at customer facility, where ABB Service representative works with the customer personnel through their typical daily routines to find the skills levels and gaps in the personnel skills.Price/Person/year

Values for the customer: • Trained people always at custome site • Partenership with ABB• No need to care about customer personnel skilness as ABB

manages it• Trained level easily monitored (i.e: MAN in PCS2)

Marketing tool:

Brochure 1.3

Agenda

What is PowerCare

Areas



.1 Product Training











Power Care2. Emergency Maintenance Services























Levels

Are

as

Simplified process for call-out support handling. There is a dedicated phone number, email address or web portal per each country.

Values for the customer:1. Fast reaction2. Service account for customers3. Discount on call-out services

Marketing tool:

Brochure 2.0

2. Emergency Maintenance Services2.0 Single Point of Contact


Agenda

What is PowerCare

Areas



.0 Single Point of Contact

.1 Technical Support with agreed response time

.2 Call-out Support with agreed response time

.3 Emergency Spare Parts Assessment and Purchasing




Technical support is telephone service that provides technical support and consulting services for ABB Low Voltage products users with an agreed response time i.e.:- 8/5- 8/7- 24/5- 24/7

Calling to the technical support line customer can raise a query for the ABB Low Voltage equipment installed in customer’s premises. Technical support will react to customer’s query within response time agreed in the contract.

Values for the customer:1. Tracking and dispatching into an warranted time2. Technical support in case of equipment malfunction

identification, troubleshooting action and remedy plans.3. Discount on call-out services

Marketing tool:

Brochure 2.1

2. Emergency Maintenance Services2.1 Technical Support with agreed response time


Agenda

What is PowerCare

Areas










Call-out support is telephone support service that provides access to ABB service technician on-site support for ABB Low Voltage products users. Calling to the call-out support line you can raise a request for ABB service technician urgent mobilization for on-site support on emergency troubleshooting of ABB equipment performance issue. On site response by ABB service technician will be provided within response time agreed in the contract.The call-out support can help with quick and efficient equipment malfunction identification and troubleshooting.

Values for the customer:1. On-site support within an agreeded time: 12h/24h/48h2. Expert at customer’s place3. Emergency troubleshooting

Marketing tool:

Brochure 2.2

2. Emergency Maintenance Services2.2 Call-out support with agreed response time


Agenda

What is PowerCare

Areas










ABB Low Voltage Products suggests to previously buy some recommended spare parts.After an Audit we suggest recommended spare parts. Customer can:1. Buy recommended spares with discount2. Receive urgent spares with a fast delivery (12/24/48h)3. «Rent» spares with a fix fee and a cost for repacement.

ABB supplies the spare parts to customer site and customer provides suitable storing facility for these spare parts. The spare parts are dedicated to emergency response actions on Customer installed base. Used spare parts are charged at discounted price after use on the customer’s equipment, unused spare parts stay ABB property and are replaced in reasonable period to avoid excessive shelf storing times.

Values for the customer:1. Urgent spare parts already on-site or fast delivery of it

i.e.:12h/24h/48h2. Optimized investment in the spare parts3. Materials and experts available in a right time4. Genuine spare parts

Marketing tool:

Brochure 2.3

2. Emergency Maintenance Services2.3 Emergency Spare Parts Assessment & Purchasing


Agenda

What is PowerCare

Areas


















Power Care3. Diagnosis & Condition Assessment


















Levels

Are

as 3.0 Preliminary Survey and Documentation of Installed Base

ABB provides preliminary survey tools (Light Assessment, LEAP Easy Audit accessible on the internet link)It is reccomended that an ABB Sales Engineer visits customer facility in order to complete the assessment and is documenting the installed equipment and visually assessing its condition. If it is not possible to collect all the info, customer can be involved in the completion.

Values for the customer:Easy assessment of switchgears and breakers risk evaluation in order to determine a deeper on site analysis

Marketing tool:

Brochure 3.0




Agenda

What is PowerCare

Areas




3.0 Technical preliminary Survey






Agenda

What is PowerCare

Areas










Asset condition and risk assessment service defines the status of health of ABB switchgears and/or ABB low voltage products installed in customer‘s plant. The analysis combines product/device status of health and its importance inside the plant.According to products risk profiles a clear list of recommended service activities is createdPrice is based on the n. of columns analized

Values for the customer:1. OnSite inspection 2. Maintenance recommendation according both to:

• product/device status of health • its importance inside the plant

3. Optimization of maintenance investments and products efficacy

Marketing tool:

Brochure 3.1

3.Diagnosis & Condition Assessment3.1 Asset and Risk Assessments


3.Diagnosis & Condition Assessment3.2 Local Asset Monitoring


Local Asset Monitoring service introduces a monitoring of low voltage products and systems status of health. This service represents the last piece in the puzzle of product preventive maintenance approach.This strategy, in the long term, allows reducing drastically the costs associated with maintenance and minimizing the occurrence of serious faults, thus optimizing the available economic resources management.

Values for the customer: 1. Equipment Monitoring performed by product’s experts

2. Maintenance is carried out according to the product type: 1. Breakers : according to a signal (MySiteCare) or

predictive maintenance program elaborated by LEAP analysis

2. MNSiS Switchgear, based on continuous monitoring as available with MService.

3. SoftstarterCare: based on analysis made with dedicated tool.

Marketing tool:

Brochure 3.2

Agenda

What is PowerCare

Areas










Agenda

What is PowerCare

Areas










3.Diagnosis & Condition Assessment3.3 Remote Asset Monitoring


Remote asset monitoring service adds remote supervision and ABB consulting services to Asset Monitoring service. It allows collect all the product and systems diagnostic information in one place, enables ABB experts to analyze the data and define the proper maintenance at the right time for each asset. Thanks to this regular condition monitoring, maintenance is planned only when it is required, reducing the need for purely schedule-based maintenance activities and guaranteeing high uptime and immediate response.

Values for the customer: 1. Status of health supervision from remote by MService and

MyRemoteCare: Remotely keep track of device’s and monitor status changes. Immediate alarms

2. ABB advises customer anytime a maintenance activity needs to be performed according to the real needs

Marketing tool:

Brochure 3.3










Power Care3. Diagnosis & Condition Assessment


















Levels

Are

as

This service offer includes compilation and yearly update of Life Cycle Status Report for the Low Voltage Equipment covered by the Support Agreement. The report is issued to the customer describing the Life Cycle Phase of each equipment from the customer‘s installed base, which is an important information for selection of a suitable maintenance strategy and spare parts supplies for the equipment.If it is not possible to collect all the info, customer can be involved in the completion.

Values for the customer:1. Knowledge of the equipment revision status 2. Definition of correct resources and parts available to

implement upgrades3. Assists with the development of life cycle planning and

budgeting4. Costs reduction of ownership and minimal disruption

Marketing tool:

Brochure 4.0




Agenda

What is PowerCare

Areas





4.0 Documentation of Installed Base & Cycle Status Report


4.2 On-Line Support for Self-maintenance

4.3 File Storage


Agenda

What is PowerCare

Areas








4.3 File Storage


Manuals and Instructions On-line service provides access to technical information and application advice for ABB Low Voltage Product and Systems users on Web-based service accessible in PowerCare portal. Access to view and download product instructions as well as updates to each document as posted

Values for the customer:1. Fast access to products and system updated documentation2. Time saving: no loose time in finding documents

Marketing tool:

Brochure 4.1




Remote troubleshooting: The tool is structured according to the product type. Customer chooses the product type and follows the guided path in order to find the solution of the problem. If there is no answer to the new request, the customer will be put in contact with ABB engineers. See what PPMV do

Yammer/ Community Page for customers (verify)

Values for the customer:1. Online solutions for trouble2. Direct way to solutions

Marketing tool:

Brochure 4.2




Agenda

What is PowerCare

Areas








4.3 File Storage


One single place, where all the technical documentation (product datasheets)of assets (parameters and/or settings for protection releases, soft starters, drives, other electrical equipment, selectivity studies) is stored.ABB is offering a secure file storage on ABB servers for data and information in case of product replacement/upgrades and disaster recovery.

Values for the customer:1. Dedicated folder2. Protected access: Secure file storage 3. Time saving

Marketing tool:

Brochure 4.3

4.3 File Storage



Agenda

What is PowerCare

Areas








4.3 File Storage






Power Care5. Delivered Maintenance Services























Levels

Are

as

With a yearly technical assessment it is possible to check the condition of customer’s equipment.In order to work in safety condition, it is strongly recommended to shut down the switchgear so that the ABB field service engineer can access to the low voltage products. A visual inspection and, if it is allowed, thermal scan and/or functional tests help in formulate the best audit.For New Emax circuit breakers LEAP AUDIT can be carried out and for MNSiS Mreport data should be collected and analyzed.Suggestion of upgrade and/or retrofit solutions.

Values for the customer:1. Knowledge of the equipment revision status 2. Fixed Price per column

Marketing tool:

Brochure 5.0

5.0 Technical Assessment on Yearly Basis Report



Agenda

What is PowerCare

Areas








5.2 Advanced Product Maintenance


ABB provides manpower for a single preventive maintenanceoperation on low voltage products and systems in order tomatch the required original functionalities and strongly reduce the probability of unwanted shut down.Routine maintenance on products can be carried outby trained or coached customer staff. More in depthmaintenance, on the other hand, must be carried out by ABBfield service engineers only.

Values for the customer:1. Expert at customer’s site2. Fixed price per product (USD/h) - Lower rate than Emergency

Maintenance3. Protection of investments

Marketing tool:

Brochure 5.1




Agenda

What is PowerCare

Areas










Agenda

What is PowerCare

Areas










ABB provides Advanced Manintenance which follows the preventive maintenance program suggested by ABB to maximize customer’s investments on low voltage productsThe maintenance frequency is according to the real needs of the products according its usage and the environmental conditions in which it is inserted.Extend product warranty (with extra fee) according conditions (tbd)


Maintenance3. Maximization of investments

Marketing tool:

Brochure 5.2




ABB provides Advanced Manintenance which follows the preventive maintenance program suggested by ABB to maximize customer’s investments on low voltage productsThe maintenance frequency is according to the real needs of the products according its usage and the environmental conditions in which it is inserted.Extend product warranty is also possible according to defined conditions (tbd). Extension and upgrade (??)


Maintenance3. Maximization of investments

Marketing tool:

Brochure 5.3




Agenda

What is PowerCare

Areas












Power CareMatrix
















4.1 Manuals and instructions On-line








Entry Level Level .1 Level .2 Level .3

Levels

Are

as

Power Care Customer Support Agreement for Low Voltage Products and Systems 2013 PM.

Documents

power care power care

power care abb service

power care month dd

abb group slide

year slide

emergency maintenance

selfmaintenance services

self maintenance services