ABB Power Care Customer Support Agreements

Transformer Service

Emergency Maintenance

Diagnosis & Condition Assessment

Self-Maintenance

Delivered Maintenance

Skills Development

Support in case of emergency ABB Power Care introduces a simplified process for call-out support handling. There is one phone number, email address or web portal as the agreed point of contact. Analysis and recommendations for strategic spare parts can be combined with the agreed level of response time to shorten the repair time. For customers where response time is critical ABB can provide 24/7 services.

Define status of the assets & required risk mitigation actions Depending on the customer situation ABB can provide diagnosis and assessments ranging from a preliminary visual inspection to advanced fleet assessment. The preliminary assessment is done by an ABB service agent at the customers facility and aims at documenting installed equipment and visually assessing its condition. For any service level, should any unsafe or unreliable conditions be detected, ABB will propose mitigation actions.

Help to implement self maintenance strategy This service offer includes paper based or on-line product- and service handbooks. Periodic Information regarding products available in the registered installed base, spare parts availability, new solutions and new preventive maintenance programs may also be part of the Agreement. Access to the ABB Power Care web portal is always included in this service element, where content is according to level of service.

On-site maintenance labor and availability/responsiveness ABB will perform service activities on covered equipment based on customer needs and contract levels. ABB will always work with the customers to ensure a good understanding of the customer maintenance requirements before a specific service will can be defined in the more advanced service agreement levels. These Delivered Maintenance Services ensure that customers have an optimal utilization of their equipment.

Develop and maintain personnel maintenance skills ABB offers a comprehensive set of product training courses for ABB products. It covers training courses for product operation and/or maintenance, matching the customer installed base. Advanced training and coaching services are available for customers with needs of extended knowledge.

The Customer Support Agreement is the best and the most convenient way of securing the availability and reliability of Transformers. Based on your installed base, ABB provides a wide range of service offerings you can choose from and, if needed customize to suit your company’s needs.

The framework of the Agreement is based on a matrix of service offerings. You can choose services from the ABB support services portfolio based on your actual needs at the time of entering into a Support Agreement with ABB. The services provided range from simple single point of contact to complex full product engineering services.

All services are provided by trained and certified ABB Service engineers and technicians.

A typical Agreement may cover elements such as Diagnosis & Condition Assessment and a set of defined delivered maintenance service.

Other services that can be offered into this type of agree-ment may include training for operators, call out support to emergency situations, maintenance of your transformers and maintenance of accessories in order to give you many years of trouble free operation.

A Customer Support Agreement may further include ABB support services such as remote technical support, on-line access to technical data of the installed equipment, instant access to product information and operational handbooks, training for equipment maintainers on site etc.

The customer is free to choose services that will compliment his existing maintenance strategy portfolio.

As an introduction of the Customer Support Agreement, ABB is offering an entry level to our customers. The table below shows an overview of the service categories and levels, all subject to local availability.

2 Customer Support Agreement 3Customer Support Agreement

Customer Support Agreement Overview

Service Category Entry Level Level 1 Level 2 Level 3

Skills Development Services

Emergency Maintenance Services

Diagnosis &ConditionAssessment

Self-Maintenance Services

Delivered Maintenance Services

Product TrainingList

Single Pointof Contact

Preliminary Survey of Installed Base /Visual Inspection

Installed Base Status Report

Preliminary Survey of Installed Base / Visual Inspection

Product Training 1

Technical Support –Office Hours / standard

Standard Oil Diagnostics

ABB Power Care Portal – Handbooks online

Maintenance Services – 1 year

ProductTraining 1 & 2

Technical Support – agreed response time / advanced

Advanced Diagnostics

Premium Information online – in development

Maintenance Services – 2 years

Product Training 1 & 2 and in-house Coaching

Technical Support –agreed responsetime / premium

Risk Analysis & Recommendations

Online Support – in development

Maintenance Services – 3-5 years

Contact us

© C

opyr

ight

201

5 A

BB

. All

right

s re

serv

ed.Your service sales contact:

www.abb.com/contacts

More service information: www.abb.com/transformerservice

The data and illustrations are not binding. All offerings subject to local availability. We reserve the right to make changes without notice in the course of technical development of the product or availability of service offerings.