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LOW A N D M E D I U M VO LTAG E S E R V I C E
ABB Power Care
Customer Support Agreements
Customer Support Agreements
ABB Power Care
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Table of contents
Diagnosis and condition
assessment services
16 – 17 Self-maintenance services
18 – 19 Delivered maintenance services
4 A B B P O W E R C A R E C U S TO M E R S U P P O R T A G R E E M E N T S
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ABB Power Care
A typical agreement for a power consuming An example of a Power Care agreement may
customer in the industry segment may cover include ABB support services such as remote
elements such as asset condition and risk technical support, on-line access to technical
assessments or the installation of more advanced data of the installed equipment, instant access to
monitoring systems for condition based product installation and operational manuals,
maintenance. Other services ABB offers include training for equipment maintainers on site, etc.
training for site operators, on-call support for
emergency situations and maintenance of
protection and control equipment. Also, servicing
and maintenance of various devices can be
included to give the user many years of trouble
free operation.
ABB POWER C ARE 5
6 A B B P O W E R C A R E C U S TO M E R S U P P O R T A G R E E M E N T S
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The basis of the entire
electrification system
Competency services develop and maintain
know-how and practical skills of your personnel.
Product and application training aims to provide
all participants with the necessary skills and
knowledge of ABB equipment while coaching
services help maintenance managers set up
a strategy for continuous development
of personnel skills.
We provide you with rapid support in emer-
gency situations. Single point of contact intro-
duces a simplified process for handling tele-
phone support while technical support and
call-out support ensure the response times
that were agreed upon. On site essential spare
parts management can be included as well.
You can minimize risks of failure and unsafe
operating conditions by understanding the
condition of your equipment. This is achieved
through periodic, technical assessments, and
continuous, real-time condition monitoring
services.
Services can help your self-maintenance ac-
tivities. Gain access to premium ABB re-
sources such as troubleshooting wizards,
product documentation and other records
of your installation.
Keep your assets in optimal and safe operating
conditions. Leverage on ABB’s engineering and
onsite expertise to ensure your assets are peri-
odically maintained and that all components re-
tain their intended functionalities.
T H E B A S I S O F T H E E N T I R E E L E C T R I F I C AT I O N S Y S T E M 7
The Power Care matrix consists of five service areas and four service levels. Each service area
covers critical operational needs, while the levels define the depth of expertise support.
ABB Power Care Entry level Level 1 Level 2 Level 3
Skills Development
Product Training List Product Training Application Training Coaching Services
Services
Emergency Technical Support Spare Parts
Single Point Call-out Support with
Maintenance with agreed Assessment and
of Contact agreed response time
Services response time Management
Diagnosis and Documentation of
Asset Condition and Remote Asset
Condition Installed Base and Asset Monitoring
Risk Assessment Monitoring
Assessment Services Preliminary Survey
Self-Maintenance Installed Base Life Manuals and On-line Support for
File Storage
Services Cycle Status Report Instructions On-line Self-maintenance
Delivered
Periodic Technical Advanced Product Full Engineering
Maintenance Product Services
Assessment Services Services
Services
8 A B B P O W E R C A R E C U S TO M E R S U P P O R T A G R E E M E N T S
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The gateway to your
Power Care agreement
— As latest cyber security principles were
Manage all your assets in one considered throughout the portal development,
you can be sure no unauthorized person gets to
place. Your Power Care portal is a
your installations' data and maintenance records
secure web service personalized published there. Your data are safe, protected by
strict cyber security rules in ABB Data Centers.
to your Power Care agreement
for your electricification system.
Access the details of your
installation, track your
maintenance activities,
get updates on ABB events,
industry news, contact ABB.
All through one portal.
T H E G AT E W AY TO YO U R P O W E R C A R E A G R E E M E N T 9
10 A B B P O W E R C A R E C U S TO M E R S U P P O R T A G R E E M E N T S
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Skills development services
Entry level Level 1
Product Training List Product Training
ABB offers a comprehensive list of e-learning and ABB offers classroom lessons and webinars
classroom training courses on switchgear, covering both the theoretical and practical
breakers and protection relays and other low aspects of the ABB equipment installed in your
voltage and medium voltage products matching electrification system. The lessons are handled by
the customer installed base. The list includes certified ABB trainers and participants acquire
particular terms and conditions for customers the necessary skills and knowledge in ABB
with the agreement and is updated annually with equipment and software to optimize operation
new courses available. The list is accessible on the and maintenance of your ABB equipment.
Power Care portal.
With this service, participants can gain access to
e-learning and webinar modules, or reserve
training days in ABB University's Training Centers.
S K I L L S D E V E LO P M E N T S E R V I C E S 11
Level 2 Level 3
Application Training Coaching Services
Application training aims to provide you with the ABB coaching services help customer
competency to optimize product performance maintenance managers set up a strategy for
according to their specific functions and maintaining personnel skills development.
applications. Experienced ABB trainers Coaching service programs are also delivered on-
customize training topics specific to your plant the-job at customer facilities, where an ABB
requirements, considering the best practices Service representative works with the customer’s
on your equipment and troubleshooting personnel through their typical daily routines to
methodologies. find the skill levels and gaps in personnel skills.
With the coaching services module you can either
reserve a certain number of weeks for your
assessment and coaching or your field engineer
can be led through a training path
on-line, with ABB monitoring each step.
12 A B B P O W E R C A R E C U S TO M E R S U P P O R T A G R E E M E N T S
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Emergency maintenance services
Entry level Level 1
Single Point of Contact Technical Support with Agreed
Response Time
The support agreement introduces a simplified Technical support is available 24/7, 24/5, 8/7 or
process for call handling. Depending on your 8/5, to suit your requirements. Once your call is
agreement, this could come in the form of an received by the support line, the technical
email, phone number, or the web portal. The support team will respond to your query within
single point of contact ensures that your calls to the agreed time frame. Benefits of this service
ABB are received and channeled in the include help in identification of the causes of
appropriate manner and agreed rates and Terms equipment malfunction, definition of
and Conditions are automatically applied to ABB troubleshooting actions and remedy plans.
support actions.
EMERGENC Y MAINTENANCE SERVICES 13
Level 2 Level 3
Call-out Support with Agreed Spare Parts Assessment and
Response Time Management
Efficiently identify and remedy malfunctions. Have the appropriate stock of spare parts for
This service enables you to have on-site assis- when you most need it. An ABB specialist studies
tance from ABB service specialists for the your installation. Through statistics and experi-
equipment covered in your Power Care service ence, he/she will propose a list of spares and con-
agreement. Upon receiving your call an ABB sumables that you should keep available. Depend-
specialist is mobilized and arrives on your plant ing on your agreement, ABB can also manage the
within the agreed time to carry out trouble- inventory for you - both on and off your site.
shooting and remedy actions.
14 A B B P O W E R C A R E C U S TO M E R S U P P O R T A G R E E M E N T S
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Diagnosis and condition
assessment services
Entry level Level 1
Documentation of Installed Base and Asset Condition and Risk Assessment
Preliminary Survey
Manage your maintenance activities in one portal. Effectively manage your maintenance program.
An ABB specialist visits your facility to An ABB service specialist conducts an in-depth
document the equipment installed on your site analysis of your assets included in the agreement
and visually assesses its operating that includes equipment tests and operator inter-
and ambient conditions. Where applicable, you views. The data is merged with ABB’s proprietary
will also be provided with suggestions for switchgear risk profile analysis and maintenance
improvement. The equipment information history. The outcome is a list of recommended
gathered is populated into the Power Care portal maintenance actions prioritized to minimize risk
which forms the common platform for both you exposure and maximize benefits to the system.
and ABB to track maintenance actions connected
to your Power Care agreement.
DIAGNOSIS AND CONDITION A SSESSMENT SERVICES 15
Level 2 Level 3
Asset Monitoring Remote Asset Monitoring
The asset monitoring service introduces local The remote asset monitoring service adds remote
monitoring of equipment conditions, alarms, supervision and ABB expert services to the asset
events and performance trends. This service monitoring service. It allows all the circuit breaker
allows for condition-based maintenance for ABB diagnostic information to be collected in one
products and systems. Maintenance is carried out place and enables ABB experts to analyze the
when monitored indicators signal that the data and define appropriate maintenance actions
equipment is deteriorating and that there is an at the right time for each asset. With this service,
increase in failure probability. This strategy, in the maintenance is planned only when it is required,
long term, allows a reduction in the costs reducing the need for purely time based
associated with maintenance and minimizes the maintenance activities and guaranteeing high
occurrence of serious faults, thus optimizing uptime and immediate response.
available economic resource management.
The operations team can follow up on the data or
Diagnostic information come from various actively participate in defining the maintenance
sources including intelligent electronic devices, plan via web portal.
smart circuit breakers, specific sensors and
integrated diagnostic systems.
16 A B B P O W E R C A R E C U S TO M E R S U P P O R T A G R E E M E N T S
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Self-maintenance services
Entry level Level 1
Installed Base Life Cycle Status Report Manuals and Instructions On-line
This service package includes a yearly update of This service provides access to premium technical
the life cycle status report for the ABB electrical information and application advice for ABB
equipment covered by the Support Agreement. electrical equipment users through a web-based
The report describes the life cycle phase of all service that is linked to the Power Care portal.
equipment from your installed base, which is
important information for selecting a suitable
maintenance strategy, spare part supplies or
retrofitting solutions for your equipment.
SELF-MAINTENANCE SERVICES 17
Level 2 Level 3
On-line Support for Self-maintenance File Storage
On-line support for self-maintenance is an Store all your asset related documents in one
advanced collaboration support service which place. As the place to manage your Power Care
provides on-line chat and conferencing between agreement, it is also the place where you can find
customers and ABB engineers or the use of web all other documents pertaining to your equipment.
troubleshooting tools. With this service cus- Examples include switchgear drawings, wiring di-
tomer's authorized users receive an account for agrams, electronic configuration files etc.
ABB chat and conferencing community and they
can contact ABB with technical and contractual
queries. The on-line conferencing provides nu-
merous ways of visualizing ideas and technical ex-
planations that a telephone contact cannot offer.
Troubleshooting tools are at your disposal. Gain
access to ABB’s premium troubleshooting tools
through the Power Care portal. This service
allows you to independently troubleshoot and
solve problems with your breakers, without first
having to contact ABB.
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Delivered maintenance services
Entry level Level 1
Periodic Technical Assessment Product Services
Identify non-optimal conditions while equipment ABB field service engineers provide inspection
is in service. Using hand held testers like and routine check on main switchgear
thermographic camera or partial discharge components like breakers and relays.
detectors, ABB technician can refine the asset This service allows to get an updated picture
condition assessment results or asset monitoring of the equipment condition and to plan the
feedback pinpointing the areas of interest for next actions accordingly.
preventive maintenance.
DELIVERED MAINTENANCE SERVICES 19
Level 2 Level 3
Advanced Product Services Full Switchgear Engineering
Services
ABB field service engineers carry out specific ABB provides background engineering and
maintenance programs on main switchgear manpower for corrective, condition based and
components like breakers and relays. ABB com- preventive maintenance on complete switchgear
bines ordinary and extraordinary maintenance from your installed base. The actions are made to
activities into a full-comprehensive program, match the original function specifications, based
keeping your assets at maximum reliability. on which the equipment was manufactured
and commissioned.
20 A B B P O W E R C A R E C U S TO M E R S U P P O R T A G R E E M E N T S
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Notes
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22 A B B P O W E R C A R E C U S TO M E R S U P P O R T A G R E E M E N T S
Additional information
We reserve the right to make technical
changes or modify the contents of this
document without prior notice. With
regard to purchase orders, the agreed
particulars shall prevail. ABB AG does not
accept any responsibility whatsoever for
potential errors or possible lack of
information in this document.
We reserve all rights in this document
and in the subject matter and
illustrations contained therein.
Any reproduction, disclosure to third
parties or utilization of its contents – in
whole or in parts – is forbidden without
prior written consent of ABB AG.
DELIVERED MAINTENANCE SERVICES 23
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For more information please contact:
Contact ABB: www.abb.com/
contact-centers
More information:
www.abb.com/productguide
1VCP000486 - Rev. D , en - Brochure - 2019-10 - (gs)
