ARUO-ACQFVH_R6_EN.pdf

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Schneider Electric Services ecostruxureit.com 27 Sept. 2018

Advantage Ultra Plan for UPS/PDU

Statement of Work

Advantage Ultra Plan for UPS/PDU

Maintenance Service

Service

Table of Contents

1.0 Executive

Summary

2.0 Features &

Benefits

3.0 Details of Service

4.0 Assumptions

5.0 Scope of

Responsibility

6.0 Project Work

Details

7.0 Terms &

Conditions

1.0 Executive Summary

Schneider Electric UPS and/or PDU Advantage Ultra service offering provides remedial repairs as w ell as one scheduled preventive maintenance service visit during the yearly agreement.

1.1 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 specif ications. This service includes all labor and travel expenses w ith an available 7 x 24 scheduling upgrade option.

1.2 ON-SITE REMEDIAL SERVICES

Schneider Electric service w ill dispatch certif ied 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 service is available in three different configurations allow ing the customer to choose the response time that best aligns w ith their needs. The standard response time is Next Business Day w ith response time enhancement options available for purchase.

Please consult w ith your local Schneider Electric service sales representative for more details.

2.0 Features & Benefits

Features Benefits Parts, Travel and Labor

Included

Fix ed cost – prov ides serv ice budgeting stability .

Priority access to supply chain Increases the ROI by prov iding quick access to spare parts.

Guaranteed On-Site Response Flex ible scheduling options allow customers to choose the response time that best aligns w ith their needs.

Highly Skilled Field Service

Engineers

Assurance that the sy stem issues are quickly diagnosed and repaired to the manufacturer’s specifications.

Technical Support Prov ides escalation support to address sy stem issues in a timely and efficient manner.

EcoStruxure Asset Advisor cloud-based remote monitoring service

Allev iates the strain on internal support resources by engaging the Serv ice

Bureau ex perts to prov ide 24-hour monitoring of the phy sical infrastructure, enabling remote troubleshooting for quick resolution of critical incidents.

Site Report Prov ides a detailed assessment and recommendations to proactiv ely diagnose and prev ent any potential risks to the sy stem.

Annual Preventive Maintenance

Visit

One visit per year to assure system is performing to manufacturer specifications.

Environmental inspection Verify the sy stem’s surroundings to optimize the lifetime of the UPS solution.

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3.0 Details of Service

3.1 ANNUAL PREVENTIVE MAINTENANCE SERVICE DELIVERABLES

The Annual Preventive Maintenance Service provides Schneider Electric certif ied service personnel at the customer’s location on a pre-determined scheduled date.

The follow ing table lists the details of the service tasks provided w ith this visit.

Activities Descriptions

Perform Visual Inspection Schneider Electric serv ice w ill inspect the UPS and/or PDU solution to ensure that all sy stem components are clean** and functioning w ithin designed specifications.

Perform Environmental Inspection Schneider Electric serv ice v erify and document that the sy stem’s env ironment is w ithin specified operating conditions including but not limited to room temperature, airflow , dust contamination, etc.

Perform Mechanical/Electrical

Inspection

Schneider Electric serv ice w ill inspect all pow er and control w ire termination points as w ell as all UPS and/or PDU sy stem components.

Perform Functional Verification Schneider Electric serv ice w ill check UPS and/or PDU ev ent and alarm logs. Schneider Electric w ill v erify that input, output and by pass v oltage and current v alues are w ithin designed specifications.*

Schneider Electric serv ice w ill v erify transfer to on battery operation and transfer to and from static by pass.*

Schneider Electric serv ice w ill check parallel operation performance.*

Implement Updates Schneider Electric serv ice w ill v erify and implement all required Field

Adv isories and Field Modifications.

Schneider Electric serv ice w ill check all circuit board rev isions and update as required.

Deliver Documentation Schneider Electric service will deliver a graphical site report documenting UPS and/or PDU status and on-site activities. Schneider Electric service will recommend any additional service activities as required resulting from the

Preventive Maintenance activities listed above.

* When applicable for the system configuration.

**system cleaning will be non-interventional only and will be specific to exterior dust and debris. Schneider Electric will not open or remove any covers, expose live electrical parts or take the system off l ine for cleaning.

3.2 ON-SITE REMEDIAL SERVICE DELIVERABLES

The Advantage Ultra Service provides Schneider Electric service certif ied technicians at the customer’s location w ithin a specif ied 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 follow ing table lists the details of the service tasks provided w ith this visit.

Diagnose, Repair and Test Activities Description

Check UPS and/or PDU

Status Schneider Electric service will document the status of the UPS and/or PDU upon arrival to the site (i.e. On-Line, On-Battery, Bypass or other etc.)

Check UPS Alarms Schneider Electric service will view event logs and display for alarms / information on the UPS.

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Diagnose, Repair and Test

Activities Description

Diagnose Schneider Electric service will troubleshoot reported issue as required.

Repair Schneider Electric service will replace any defective parts and repair the system as required.

Test Schneider Electric service will complete functional tests conducted after corrective action is taken.

Prepare and Deliver Report Schneider Electric service will describe the defect/failure and explain the corrective action taken. A detailed report will be provided.

3.3 ECOSTRUXURE ASSET ADVISOR – SERVICE DELIVERABLES

EcoStruxure Asset Advisor is a cloud-based remote monitoring service that proactively minimizes dow ntime and reduces break-fix resolution time through smart alarming, remote troubleshooting and provides visibility into your equipment lifecycle.

A mobile app, called EcoStruxure IT app, is available on Android and IOS, w hich provides access to live sensor data and the ability to chat w ith your ow n team as w ell as the experts at the Schneider Electric

Service Bureau 24x7, providing fast problem resolution.

The connection to EcoStruxure Asset Advisor is done through Data Center Expert version higher than 7.4 or through EcoStruxure IT Gatew ay, w hich is a free dow nloadable softw are.

Machine data forms the basis of long-term operational insights and analytics, aimed at reducing equipment maintenance costs, and is delivered through a secure connection.

IMPORTANT! The purchase of this Service Plan includes the ability to connect each device under contract to

EcoStruxure Asset Advisor. Devices not under contract, can be connected w ith our bureau through

EcoStruxure Asset Advisor for an additional annual f ee and to our App for free.

For additional information and availability in your country, please go to: Ecostruxureit.com

Information on system requirements can be found on: ecostruxureit.com/system-requirements/

The specif ic activities of the EcoStruxure Asset Advisor service are listed below :

Activities Description Alarms and live data on EcoStruxure IT app

Alw ay s connected to y our phy sical infrastructure, show ing liv e sensor data and dev ice details directly on y our mobile.

24-Hour Monitoring Schneider Electric w ill remotely monitor all connected phy sical infrastructure dev ices 24 hours a day , 7 day s a w eek, 365 day s a y ear.

Alarm Notification

Schneider Electric w ill prov ide immediate notification (based on netw ork latency and polling interv als) v ia phone, and/or message v ia Smartphone app, w ith specific recommendations, enabling a timely and informed choice of action during critical incidents.

Delivery of Regular

Report

Schneider Electric w ill deliv er a regular report w ith key metrics on connected dev ices, including incidents and alarms and current and ex pected lifespan for the phy sical infrastructure.

Expedited Problem

Resolution

Schneider Electric w ill:

• receiv e immediate notification of phy sical infrastructure alarms;

• notify and w ork w ith the customer to diagnose the problem as w ell as coordinate and recommend remedial actions.

Prov ided on-site serv ice is purchased. If on-site serv ice is dispatched, the Schneider Electric technician w ill acquire the pertinent information prior to arriv ing on-site.

https://struxureon.com/system-requirements/

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4.0 Assumptions

The successful performance of the tasks defined in this Statement of Work is based on the follow ing key assumptions, w hich are agreed to by Schneider Electric service:

• All services performed on-site by Schneider Electric service w ill be executed during business hours unless otherw ise requested by the customer;

• All services are performed on-site by certif ied Schneider Electric service personnel;

• The UPS system must be kept in an environment that adheres to manufacturer specif ications;

• Hours of Operation for Technical Support are Country specif ic and include either 24x7 or business hours coverage;

• EcoStruxure Asset Advisor, cloud-enabled remote monitoring service, is not available in all locations. Please consult w ith your local Schneider Electric service sales representative for availability in your area;

• The connection to EcoStruxure Asset Advisor is done through Data Center Expert version higher than 7.4 or through EcoStruxure IT Gatew ay, w hich is a free dow nloadable softw are;

• EcoStruxure Asset Advisor is only available if EcoStruxure IT Gatew ay or if Data Center

Expert version higher than 7.4 is installed and configured;

• Next Business Day is defined as the next day during the business w eek and normal business hours;

• Where Next Day and 4-Hours services are available for purchase, certif ied personnel w ill arrive on site next day or w ithin 4 hours from the time Schneider Electric service Technical

Support deems an on-site visit is necessary;

• Response time is defined as elapsed time betw een w hen Schneider Electric service 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 w ith an option to upgrade to 7x24, including w eekends and holidays.

• Geographical restrictions may apply. Please verify the service coverage and response time for your location w ith your local APC by Schneider Electric off ice;

• Rack based accessory replacement coverage is included in some countries. This provides replacement parts, no on-site visit. Please check w ith your local service sales representative for availability;

• Some aspects of the service definition presented in this document may vary by location. In the case of a conflict betw een the service definitions contained on this Statement of Work and the local service definitions the local service definitions w ill prevail. For more information, please refer to your Certif ied APC service sales representative;

• In the event that the UPS system has not been covered by a Schneider Electric On-Site

Maintenance contract, Factory or Extended Warranty for a period of six months or greater, Schneider Electric service requires a “Pre-Contract Audit” and resolution of any identif ied issues prior to accepting a service agreement on the system.

• Relocation of the asset covered under this offer shall void this agreement; The asset must be re-commissioned and pass a Pre-Contract Audit at the new location to transfer and continue the coverage provided under this agreement.

The follow ing 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 w ill be subject to a separate quotation;

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• Parts and labor costs for proactive replacement of parts, including but not limited to capacitors and fans;

• Configuration of the EcoStruxure IT Gatew ay;

• Battery Replacement Labor;

• Travel for Battery Replacement.

Please contact your local Service Representative for clarif ication.

5.0 Scope of Responsibility

The items stated here are responsibilities of both Schneider Electric service and the customer.

5.1 SCHNEIDER ELECTRIC SERVICE RESPONSIBILITIES:

• Meet the customer’s requested service schedule date provided a minimum of 2-w eek notice is given for requested date;

• Perform all Maintenance service tasks;

• Submit Site Report and Maintenance Forms to the customer;

• Ensure all action items are completed;

• Inform and provide recommendations to the customer about any action items not included in the SOW (statement of w ork).

5.2 CUSTOMER’S RESPONSIBILITIES:

• Provide dates and times w hen the scheduled w ork can be performed;

• Provide Schneider Electric w ith 5 business days’ notice of any required reschedule;

• Facilitate site access for Schneider Electric service personnel;

• Notify Schneider Electric service personnel of any security clearance requirements in advance of arrival;

• Notify Schneider Electric service personnel of any safety training and safety equipment in advance of arrival;

• Provide an on-site point of contact;

• Ensure safety plan is in place prior to intervention;

• Sign the completed Maintenance forms after the intervention;

• Schneider Electric w ill make multiple attempts to proactively contact the customer to schedule maintenance services due. How ever, it is f inally the customer’s responsibility to ensure all services due are scheduled in advance of contract expiration.

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6.0 Project Work Details

The information stated here are the details of the project performed by Schneider Electric service for the customer w ith specif ications on date, time, and place.

6.1 SCHEDULE

Actual set dates w ill be discussed and approved betw een Schneider Electric service and the customer.

6.2 LOCATION

The location of this project w ill be on-site. It w ill be discussed and approved by Schneider

Electric service and the customer.

6.3 COMPLETION CRITERIA

Schneider Electric service is expected to have f inished its w ritten duties w hen any of the follow ing occurs:

1. Schneider Electric service 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, w ithin the Schneider Electric service

Customer Agreement.

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7.0 Terms and Conditions

Schneider Electric standard Terms and Conditions apply.

The information provided in this Scope of Work cannot be used or duplicated, in full or in part.

Other uses for this document are prohibited w ithout w ritten consent by Schneider Electric.

All documentation, photographs, imaging or other information provided by the customer, or gathered at the customer site, w ill be for internal use only and used solely for the purpose of report generation, analysis and recommendations.

All services’ conditions included in this document apply (i) only betw een Schneider Electric and that organization that bought the Services Solutions; and (ii) only to those products and services ordered by the Customer at the time that the Schneider Electric Services information is current. Schneider Electric may change the Schneider Electric Services Information at any time. The Customer w ill be notif ied of any change in the Schneider Electric Services Information in the manner stated in the then current product ordering and/or services solutions related agreement betw een Schneider Electric and the Customer, but any such change shall not apply to products or service ordered by the Customer prior to the date of such change.

Schneider Electric w ill have no obligations to provide Services Solutions w ith respect to equipment and assets that are outside the Service Area. “Schneider Electric Service Area” means a location that is w ithin

(i) one hundred (100) miles or one hundred and sixty (160) kilometers radius of a Schneider Electric service location; and (ii) the country in w hich the Installation site is located, unless otherw ise defined in the governing agreement w ith Schneider Electric, in w hich case the definition in the governing agreement prevails.

If for any reason, Schneider Electric determines that is it is unable to repair the covered unit, Schneider electric w ill offer a pro-rated refund of the service contract. Please refer to Schneider Electric standard terms and conditions.

Products or services obtained from any Schneider Electric partner or reseller are governed solely by the agreement betw een the purchaser and the reseller. That agreement may provide terms that are the same as the Schneider Electric Services Solutions on this document. Please contact the reseller or the local

Schneider Electric sales representative for additional inf ormation on Schneider Electric Services Solutions on Products obtained from a reseller.

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Electric and its subsidiaries and aff iliates. Other trademarks are property of their respective ow ners.

Specif ications are subject to change w ithout notice. Disclaimer: This information is reliable at the point of creation and may be subject to change.