ZI-ARGUS: Maintenance, Training and Support

Automation Service Contracts

1. Scheduled Software Maintenance Visits
The scheduled Industrial Automation software maintenance service agreement includes a site visit by an experienced senior systems engineer at quarterly intervals (based on a yearly contract) to inspect the overall status and health of your plantwide control system.

2. Scheduled Software Enhancements Visits
The scheduled software enhancement program includes site visit by an experienced senior systems engineer at quarterly intervals (based on a yearly contract) to survey and discuss the overall status of the plantwide control system with nominated customer representatives.
During the quarterly software enhancement visits the following works will be carried out as a minimum:

Survey of the site together with customer representatives including open discussion with engineering and production staff.
Assistance in implementation of minor changes and enhancements in the control system together with customer representatives.
Wrap-up meeting with customer representatives to discuss the issues raised during the site visit, their current status and follow-up in case any issues have not been completely addressed.

3. On Call Service
The On Call service will be in initiated by the customer in the case of any serious problem, errors or defects in the control system occurring. This service provides for the guaranteed availability of an experienced control systems systems engineer on a 24 hours per day, 7 days per week basis.
In the case of an On Call Service request, ZI-ARGUS will make an experienced control systems engineer available to investigate and resolve the reported control systems problem. The actual response time will be scaled according to the severity of the problem as indicated by the customer.

4. Remote Diagnostic
ZI-ARGUS will install and maintain all hardware required in the respective ZI-ARGUS office required for the remote diagnosis of the system. This hardware will include a dedicated telephone line and suitable router/modem for dial-up connection to a dedicated service location at the site. This dial-up service station will be connected to the factory network and run appropriate software to allow remote diagnoses of all control system devices connected to the network.

5. Consultative services by telephone
ZI-ARGUS will provide consultative services by telephone to experienced engineers for small modifications or maintenance to the control system covered by service contract.

6. Revision management
During the duration of the contract ZI-ARGUS will commit itself to strictly follow the guidelines for revision management as established by mutual agreement during the initial site investigation.
These guidelines will cover the following issues as a minimum:

Fixed procedures for modification of any application software including prior notification to production and engineering staff on-site, both in writing and verbal.
Backup procedures for previous, current and any future versions of application software.
Detailed report and description of each modification, including description of the original problem, references to the concerned equipment, location(s) of change in the application software and nature of the changes.
Notification and processing of modifications in process equipment, installed base of control systems and revisions of firmware and system software.

7. Software Upgrades
During the duration of the contract ZI-ARGUS will closely follow the latest developments in both installed control system hardware and system software and keep the customer informed.

8. Process Data Backup
During the duration of the contract ZI-ARGUS will backup your data, provide you copies of all relevant data and store one extra copy in a safe location outside of your site.

Please contact us for information regarding solutions to meet your specific needs and for additional detailed information.