SureService Customer Support Programs. Improve Your Competitive Advantage and Bottom Line Business Results

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1 SureService Customer Support Programs Improve Your Competitive Advantage and Bottom Line Business Results

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3 Support That s Tailored to Fit Just Right Increase Efficiency, Cut Costs, Enhance Plant Performance with Tailored Service One size doesn t fit all. That s why our SureService Customer Support program is designed to be totally flexible. With SureService, you choose the service modules that meet the specific needs of your plant. We ll work with you to build a customized program that fits your plant s unique operating history, maintenance requirements, control system configuration,staff experience, manpower levels, and budgetary constraints. The Coverage You Need, with No Surprises With SureService s wide array of modules, you can customize the type of services that best suit your needs and bundle them into a single, fixed-price contract, eliminating surprises in your plant maintenance budget. Multipleyear contracts offer additional discounts. With SureService, you ll be sure to have the most responsive, effective service and support staff in the industry, available when and where you need them. Web-Based Offer Additional Flexibility In addition to our traditional SureService support modules, Emerson offers a program of webbased support modules. Virtual Private Network (VPN) services and online meeting tools leverage the full power of Internet technology to streamline and optimize control system maintenance and operations. Using encrypted, password-protected software and additional security measures, our SureService experts can perform a variety of services remotely, including system troubleshooting, software archiving, and online tutoring all without compromising the security or integrity of your control system. Implementation of web-based services requires installation of a dedicated SureService Station on your DCS network, a VPN connection, and online meeting tools. SureService Product and Support Modules Expert Support Remote System Diagnostics Software Update Program On-Site Service Component Coverage Guardian Support Training Programs Software Archiving Ovation Evergreen Cyber Security Assessments Ovation Security Center Optimization Technology Simulation Maintenance Digital Generator Controller SureService is an array of modular service and support offerings designed to help you achieve your operating objectives, reduce your maintenance expenses, and keep your plant running at peak performance. tailored service 3

4 SureService Modules Cover All the Bases Choose the That Fit Your Unique Needs With SureService, you can bundle any number of modules into a single, fixed-price contract, eliminating surprises in your plant maintenance budget. Although SureService modules are priced à la carte, maximum savings can be achieved by bundling multiple modules together. In addition, multipleyear contracts offer additional discounts. To ensure thorough, targeted support, many of our SureService modules are designed to work together. For example, our Expert Telephone Support and Remote System Diagnostics modules are often bundled into a single contract to ensure that problems are diagnosed and resolved as quickly, accurately, and cost-effectively as possible. Expert Support SureService Expert Support programs provide unlimited technical support, 24 hours a day, seven days a week via Emerson s telephone support line and on-line Internet information access site. Remote System Diagnostics Excellent for situations when standard telephone troubleshooting procedures cannot adequately diagnose and correct a problem, Remote System Diagnostics allows SureService experts, working in conjunction with you, to connect directly to your control system for a live view of system conditions. SureService provides three options for Remote System Diagnostics: Web-based VPN, online meeting, and modem connection. Software Update Program Keep your system current by incorporating the newest releases of Ovation software updates and third-party patches. By implementing software updates, you ll be able to keep pace with changing technology, take advantage of new features and functions, run your plant more efficiently, and extend the life of your Ovation control system. On-Site Service The Scheduled On-Site Service module is designed to help keep your Ovation control system, generator excitation system, and optimization technology running in peak condition. In addition, the Emergency On-Site Service module is designed to dispatch service personnel to your site on an expedited basis. Our experts will quickly return operations to normal, reducing or eliminating downtime and the potential for unplanned outages. Component Coverage Get critical current control system components repaired quickly and minimize costly interruptions to your plant operations with Emerson s Component Coverage module. A single, fixed fee covers the repair of all Emerson-supplied components that have an assigned Emerson Process Management Power & Water Solutions part number. Guardian Support Ovation Guardian support displays system-specific data of your Ovation system, as well as technical support information, including the status of your SureService contract and the state of any technical support calls. 4

5 Complete Training Programs SureService training programs are designed to give your staff vital hands-on experience and practical know-how. With options for conventional classroom training, virtual classroom training, or on-line individual tutoring sessions, SureService training programs provide ongoing education for operators, engineers, technicians, and maintenance personnel. Web-Based Software Archiving Protect your control system investment by electronically transferring your application software to an off-site location to be dated, archived, and stored on a periodic basis. System databases, control sheets, graphics, log reports, configuration files, and more are transferred to Emerson s archival system to maintain the security of your investment. Ovation Evergreen The Ovation Evergreen program is designed to keep your Ovation system technologically current. Through planned replacement and migration of system components, Ovation Evergreen allows you to increase the capacity and functionality of your system as new technology becomes available. Therefore, higher expense, disruption, and risk of periodic system upgrades or replacements is avoided. Cyber Security Assessments The Cyber Security Assessment service can assist in identifying threats and vulnerabilities that could impact the reliability and availability of your critical control systems, process data, and network operations. The assessment is specifically designed to aid in identifying the current state of your security posture, by providing a better understanding of the strength of defenses against cyber-attacks. Generator Excitation System Optimize the performance of your generator excitation system with testing, calibration, software upgrades, and training packages designed specifically for this critical component of your control system. Simulation Maintenance Emerson provides an array of services to keep your Ovation Simulator up-to-date with ongoing changes within your plant and your plant s control system. The Sureservice Ovation Simulator Maintenance program is tailored to meet the unique operational challenges of your facility by utilizing tie-back logic and comprehensive high-fidelity models. Ovation Security Center The Ovation Security Center SureService module was designed to keep both its software and hardware elements performing at their highest levels. The components of this module include: software updates, software patches, component coverage, and annual license renewal. Optimization Technology Maximize the return on your optimization technology investment with services designed specifically for optimization engineered solutions. These services are performed by our team of advanced software experts. complete coverage

6 It s Our People Who Make a Difference An Unwavering Commitment to Complete Customer Satisfaction At Emerson we understand that people make the difference. That s why the most qualified and knowledgeable engineers and support personnel make up the SureService team. Each SureService engineer is selected for their experience in field installation, startup, and upgrades of our control systems. Trained in the latest control system technologies, SureService personnel are widely recognized for their knowledge, experience, and commitment to enhance customer satisfaction. Since our business is focused on only two core industries power generation and water/wastewater treatment our service personnel can focus on the complexities of your operations, your unique applications requirements, and your stringent performance criteria. SureService Subscription Options The SureService Bronze Subscription Includes our Expert Telephone Support module plus any two other SureService modules. By purchasing a Bronze Subscription, each module chosen is discounted 5% from the list price. Purchase Multiple to Receive Additional Discounts Because every customer has different support needs, the SureService programs were created to be flexible, allowing you to choose the coverage that meets your plant and staff s specific needs. While SureService modules can be purchased individually, we also offer packaged options that allow you to take advantage of additional discounts. To ensure a comprehensive support program, packaged subscriptions include the Expert Telephone Support module. You then choose another three, four, or more SureService modules to create a customized support program at significant savings. While a SureService contract typically covers a one-year period, those who commit to multipleyear contracts can enjoy additional savings. Pricing for some modules is based on the configuration and complexity of your existing control system(s) as well as plant operating history. The SureService Silver Subscription Includes our Expert Telephone Support module plus any three other SureService modules. By purchasing a Silver Subscription, each module chosen is discounted 10% from the list price. The SureService Gold Subscription Includes our Expert Telephone Support module plus any four other SureService modules. By purchasing a Gold Subscription, each module chosen is discounted 15% from the list price. 6

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8 The contents of this publication are presented for informational purposes only, and while every effort is made to ensure their accuracy, they are not to be construed as warranties or guarantees, express or implied, regarding the products or services described herein or their use or applicability. All sales are governed by our software licensing agreement, and terms and conditions, which are available on request. We reserve the right to modify or improve the designs or specifications of our product at any time without notice Emerson Process Management Power & Water Solutions, Inc. All rights reserved. The Emerson logo is a trademark and service mark of Emerson Electric Co. Ovation, WDPF, SureService, PlantWeb, and AMS Suite are marks of Emerson Process Management. All other marks are property of their respective owners. Emerson Process Management Power & Water Solutions, Inc Beta Drive Pittsburgh, PA USA T: T: F: Pandan Crescent Singapore T: (65) F: (65) Ul. Szturmowa 2A Warszawa Poland T: /101 F: Printed on recycled paper. PWS_ R8 03/16