AdobeStock_42086179.jpeg

SERVICE LEVEL AGREEMENT PROTECTS YOUR INVESTMENT

For years SCADA International has assisted customers all over the world in protecting their investment by providing valuable and advantageous Service Level Agreements.

We take pride in offering premium Service Level Agreements, based on proactivity - combining scheduled remote maintenance, both software and hardware health checks and delivering automatic alarms and status reports.

PROACTIVITY BASED SERVICE OFFERING

FREQUENT HEALTH CHECKS

DELIVERY OF AUTOMATIC ALARMS AND STATUS REPORTS

24/7/365 AVAILABILITY

Better safe than sorry. We are here to protect you!

SCADA International enables customers, in due time, to react to minor issues that could potentially lead to dangerous damages or even breakdowns. 

THE CHALLENGE?

Reducing Operation & Maintenance cost is critical to reduce levelled cost of energy (LCOE). Whether your fleet of renewable assets is old/new, diverse, serviced by the OEM or by an Independent Service Provider (ISP), you rely on your SCADA / IT-infrastructure and communication to and from your turbines. Operation & Maintenance strategies very often fail in exactly this area.

SOLUTION

Having a global presence, SCADA International’s highly skilled technicians are aware of reducing the down time and thereby minimizing the risks of failure. SCADA International offers a wide range of flexible Service Level Agreements customized to our customers’ needs. It is always cheaper to be proactive than reactive thus we advise to take a look into our Service Level Agreement Offering. 

FEATURES

In the table below all three Service Level Agreement features have been summarized. 

With the Extended Priority Service Level Agreement you will be a prioritized customer and among others receive alarm and events report 24/7/365, and offered reduced hourly charges for trouble shooting and repair of your OneView® solution.

SPECIFIC BENEFITS

 

MANNED SYSTEM MONITORING

 To monitor and proactively take necessary steps in order to avoid downtime of your SCADA solution extensive system knowledge is required. Our service team monitors your system during normal working hours. 

PRIORITIZED ON-SITE WORK

With our Extended Priority SLA we will be on site within one working week (7 days) to begin troubleshooting and repair. 

PRIORITIZED RESPONSE TIME

Whenever a request is raised for service, the work will be initiated within one working day. 

QUALIFIED ESTIMATE

Before initiating a support and maintenance task you will get a qualified estimate of the total hours and cost. Should the cost exceed our estimate you will be advised before we continue the work. It is possible to buy packages of support and maintenance hours at reduced rate. 

HOTLINE ACCESS

In case of an emergency you can rely on calling our Hotline service 24/7/365 and request for assistance. 

 

REPORTING

24/7/365 all relevant alarm and events concerning the OneView SCADA system itself and servers and network, will be reported automatically to an appointed recipient by e-mail or SMS. 

With the Premium Priority Service Level Agreement you have all the advantages of the Extended Priority Service Level Agreement and many more additional. In order to secure the value of your investment: Prioritized hotline, presence on site within 24 hours, monthly status reports with proactive recommendations are added to your SLA.

SPECIFIC BENEFITS

 

PRIORITIZED E-MAIL & HOTLINE NUMBER

To secure easy and prompt access we deliver a prioritized e-mail and hotline number for customers with a Premium Priority Service Level Agreement. 

PRIORITIZED ON-SITE WORK

As a Premium customer you can expect us to be on site within 24 hours after having accepted an offer for on site assistance. The response time usually depends on travel time and availability of transportation ticket. 

PRIORITIZED RESPONSE TIME FOR SERVICE

Your request for service will begin within one work hour after you have accepted the service offer. 

QUALIFIED PRICE ESTIMATE

Before initiating a support and maintenance task you will get a qualified estimate of the total hours and cost. Should the cost exceed our estimate you will be advised before we continue the work. It is possible to buy packages of support and maintenance at reduced rate. 

RECOMMENDED SPARE PARTS

Based on the monthly status report and a customer specific agreement any recommended spare parts will always be on stock to secure a high service level at any time. 

MONTHLY STATUS REPORTS

By the end of every month a report will be made containing HW and SW status, data availability, system and application logs, internet connection status and performance as well as recommended SW and HW updates. 

COMMON BENEFITS

Apart from the benefits of each specific Service Level Agreement, you are entitled to general benefits of Service Level Agreement:

- Risk mitigation  
- Reduced uncertainty level
- Ability to focus on core business
- Fixed price at the start - no surprises at the end

 

Questions?