APC WADVPLUS-PX-61
Contents
1. Scppeider Table of Contents 1 0 Executive Summary 2 0 Features amp Benefits 3 0 Details of Service 4 0 Assumptions 5 0 Scope of Responsibility 6 0 Project Work Details 7 0 Terms amp Conditions Schneider Electric Critical Power and Cooling Services Statement of Work m amp Service 1 0 Executive Summary Schneider Electric Critical Power and Cooling Services CPCS UPS and or PDU Advantage Ultra service offering provides remedial repairs as well as one scheduled preventive maintenance service visit during the agreement year 1 1 1 2 ANNUAL PREVENTIVE MAINTENANCE Included as part of the UPS and or PDU Advantage Ultra Service the annual preventive maintenance visit provides a comprehensive visual environmental and electronic inspection of the UPS and or PDU system to ensure that components are performing to defined technical and environmental specifications This service includes all labor and travel expenses with an available 7 X 24 scheduling upgrade option ON SITE REMEDIAL SERVICES Schneider Electric Critical Power and Cooling Services CPCS will dispatch certified personnel to provide repairs in the event of a problem Parts labor travel and priority access to spare parts are included The Advantage Ultra Service from Schneider Electric CPCS is available in three different configurations allowing the customer to choose the response time that best aligns with their needs The sta2. Electric CPCS will complete functional tests conducted after corrective action is taken Schneider Electric CPCS will describe the defect failure and explain the corrective action taken A detailed report will be provided Repair Prepare and Deliver Report 3 3 REMOTE MONITORING SERVICE DELIVERABLES Schneider Electric Critical Power amp Cooling Services Remote Monitoring Service RMS is a secure firewall friendly web based service that provides real time monitoring of the health and status of the customer s device Upon detection of a critical device situation the Field Engineer will be notified and intervene onsite as necessary Customers will also be notified of any site related critical issue to help them maintain continuity of service The convenient RMS web interface provides the customer with a real time dynamic snapshot of their system s health while the flexible profile can be easily accessed to reflect contact changes within their organization Activities Descriptions Monitor equipment 24 7 Real time equipment monitoring provides prompt recognition and diagnosis of all system alerts Notify and dispatch Field Scheduling and deployment of Field Engineer to resolve system Engineer alerts quickly and efficiently Collect and document system Detailed report including alert diagnosis and corrective actions information initiated by Field Engineer In addition the report provides a predictive tool to anticip
3. E DELIVERABLES The Annual Preventive Maintenance Service provides Schneider Electric CPCS certified service personnel at the customer s location on a pre determined scheduled date The following table lists the details of the service tasks provided with this visit Activities Descriptions Perform Visual Inspection Schneider Electric CPCS will inspect the UPS and or PDU solution to ensure that all system components are clean and functioning within designed specifications Perform Environmental Schneider Electric CPCS verify and document that the system s Inspection environment is within specified operating conditions including but not limited to room temperature airflow dust contamination etc Perform Mechanical Electrical Schneider Electric CPCS will inspect all power and control wire Inspection termination points as well as all UPS and or PDU system components Perform Functional Verification Schneider Electric CPCS will check UPS and or PDU event and alarm logs CPCS will verify that input output and bypass voltage and current values are within designed specifications Schneider Electric CPCS will verify transfer to on battery operation and transfer to and from static bypass Schneider Electric CPCS will check parallel operation performance Implement Updates Schneider Electric CPCS will verify and implement all required Field Advisories and Field Modifications Schneider Electric CPCS will check all circuit board revision
4. ate any potential issues with the system Schneider Electric Critical Power and Cooling Services www apc com Rev 11 29 10 Schneider fH Electric UPS PDU Advantage Ultra 4 0 Assumptions The successful performance of the tasks defined in this Statement of Work is based on the following key assumptions which are agreed to by Schneider Electric CPCS All services performed on site by Schneider Electric CPCS will be executed during CPCS business hours unless otherwise requested by the customer All services are performed on site by certified Schneider Electric CPCS service personnel The UPS system must be kept in an environment that adheres to manufacturer specifications Hours of Operation for Technical Support are Country specific and include either 7 X 24 or business hours coverage The Remote Monitoring Service is only available in English for networked equipment with the appropriate APC management accessory properly configured Remote Monitoring is not available in all locations Please consult with your local Schneider Electric CPCS representative for availability in your area Next Business Day is defined as the next day during the business week and normal business hours Where Next Day and 4 Hour services are available for purchase certified personnel will arrive on site next day or within 4 hours from the time Schneider Electric CPCS Technical Support deems an on site visit is necessary Response time is defined as elap
5. hed its written duties when any of the following occurs 1 Schneider Electric CPCS completes all the tasks described in Section 3 1 or 3 2 of this SOW 2 This project and SOW are terminated for other reasons within the Schneider Electric CPCS Customer Agreement 7 0 Terms and Conditions APC Standard Terms and Conditions apply 2010 Schneider Electric All rights reserved All Schneider trademarks are property of Schneider Electric and its subsidiaries and affiliates Other trademarks are property of their respective owners Specifications are subject to change without notice Disclaimer This information is reliable at the point of creation and may be subject to change Schneider Electric Critical Power and Cooling Services www apc com Rev 11 29 10
6. ndard response time is Next Business Day with response time enhancement options available for purchase Please consult with your local Schneider Electric CPCS representative for details 2 0 Features amp Benefits Features Benefits Parts Travel and Labor Included Fixed cost provides service budgeting stability Priority access to supply chain Increases the ROI by providing quick access to spare parts Highly Skilled Field Service Assurance that the system issues are quickly diagnosed and Engineers repaired to the manufacturer s specifications Technical Support Provides escalation support to address system issues in a timely and efficient manner Remote Monitoring Guaranteed On Site Response Flexible scheduling options allow customer s to choose the response time that best aligns with their needs Provides the customer and CPCS Field Service Engineer with 24x7 monitoring and real time alert notification mitigating risks to system availability Site Report Provides a detailed assessment and recommendations to proactively diagnose and prevent any potential risks to the system Proactive Maintenance Assures system will perform to manufacturer specifications Environmental inspection Verify the system s surroundings to optimize the lifetime of the UPS solution www apc com Rev 11 29 10 Schneider UPS PDU Advantage Ultra P Electric 3 0 Details of Service 3 1 ANNUAL PREVENTIVE MAINTENANCE SERVIC
7. neider UPS PDU Advantage Ultra fH Electric 5 1 SCHNEIDER ELECTRIC CPCS RESPONSIBILITIES e Meet the customer s service schedule date e Perform all of the Maintenance service tasks e Submit Site Report and Maintenance Forms to the customer e Ensure all action items are completed e Inform and provide recommendations to the customer about any action items not included in the SOW statement of work 5 2 CUSTOMER RESPONSIBILITIES e Provide dates and times when the scheduled work can be performed e Facilitate site access for Schneider Electric CPCS service personnel e Notify Schneider Electric CPCS personnel of any security clearance requirements in advance of arrival e Notify Schneider Electric CPCS personnel of any safety training and safety equipment requirements e Provide an on site point of contact e Ensure safety plan is in place prior to intervention e Sign the completed Maintenance forms after the intervention 6 0 Project Work Details The information stated here are the details of the project performed by Schneider Electric CPCS for the customer with specifications on date time and place 6 1 SCHEDULE Actual set dates will be discussed and approved between Schneider Electric CPCS and the customer 6 2 LOCATION The location of this project will be on site It will be discussed and approved by Schneider Electric CPCS and the customer 6 3 COMPLETION CRITERIA Schneider Electric CPCS is expected to have finis
8. s and update as required Deliver Documentation Schneider Electric CPCS will deliver a graphical site report documenting UPS and or PDU status and on site activities Schneider Electric CPCS will recommend any additional service activities as required resulting from the Preventive Maintenance activities listed above When applicable for the system configuration Schneider Electric Critical Power and Cooling Services www apc com Rev 11 29 10 Schneider UPS PDU Advantage Ultra fH Electric 3 2 ON SITE REMEDIAL SERVICE DELIVERABLES The Advantage Ultra Service provides Schneider Electric CPCS certified technicians at the customer s location within a specified period of time to diagnose repair and test the system in the event of failure All related labor travel and parts are included within the context of such an intervention The following table lists the details of the service tasks provided with this visit Diagnose Repair and Test Activities Description Check UPS and or PDU Schneider Electric CPCS will document the status of the UPS and or Status PDU upon arrival to the site i e On Line On Battery Bypass or other etc Check UPS Alarms Schneider Electric CPCS will view event logs and display for alarms information on the UPS Diagnose Schneider Electric CPCS will troubleshoot reported issue as required Schneider Electric CPCS will replace any defective parts and repair the system as required Test Schneider
9. sed time between when Schneider Electric CPCS technical support determines an on site visit is necessary and the time the FSE arrives at the customer s site Preventive Maintenance visits are available during business hours with an option to upgrade to 7 X24 including weekends and holidays Geographical restrictions may apply Please verify the service coverage and response time for your location with your local APC by Schneider Electric office Some aspects of the service definition presented in this document may vary by location In the case of a conflict between the service definitions contained on this Statement of Work and the local service definitions the local service definitions will prevail For more information please refer to your Certified APC sales representative In the event the UPS system has not been previously covered by an On Site Maintenance contract Schneider Electric CPCS requires a recertification PM prior to placing an on site agreement on the unit The following items are not included in the scope of this service Support for third party equipment Internal and external batteries are not considered as included parts They will be subject to a separate quotation Configuration of the Remote Monitoring RMS 5 0 Scope of Responsibility The items stated here are responsibilities of both Schneider Electric CPCS and the customer Schneider Electric Critical Power and Cooling Services www apc com Rev 11 29 10 Sch
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