SERVICES   System Maintenance

Version Management

Review entitlements under support agreement Review of installed software Determine appropriate release levels of non-Factelligence® supplied software (correct version of Internet Explorer, SP for Windows, etc.) Recommend upgrades Install minor and major maintenance releases of Factelligence® software including drivers Install operating system upgrades and service packs (end-user to supply upgrades, CB to supply Service Packs). Install appropriate SIMS Document software inventory Report to end-user on Version Management

Optimization

Analyze performance at node and network level, document. Consult with end-user site staff and adjust where possible, re-document Make recommendations for performance improvements that may be gained through additions or improvements in hardware or software components (i.e. add an extra SCADA node, upgrade memory, segment the network, etc.) Report to end-user on Optimization and Recommendations

Technical Support Review

Review technical support issues and confirm open and closed case logs Interview users regarding performance and software issues since last visit.  General Technical Q&A with site end-user Technical staff Report to end-user of Recent Technical Support Logs

Archiving

Comprehensive back-up of all key configurables for each module Storage of back-up off-site Document specifics of back-ups made Review protocol for storage, use, and retrieval of back-ups

 

Note: Travel and living expenses are included in the above program based on a predetermined and mutually agreed to schedule for on-site services. CB Automation reserves the right to charge for travel and living expense should there be any deviation from this schedule. A "day" shall be defined as a total of eight [8] hours of work between the hours of 7:00am to 6:00pm during normal business days. CB Automation reserves the right to charge for additional time beyond 8 hours and to charge at a premium rate. CB Automation reserves the right to charge a premium for time spent before 7:00am or after 6:00pm or for work carried out on weekends or holidays.