FACTS Customer Service Planning for your future

FACTS

FACTS Customer Service | FACTS Customer service 3

FACTS Customer service

Full range of service throughout the entire lifecycle

FACTS technologies from ABB provides its customers with high performance and stable power transmission. That applies today as well as tomorrow. All FACTS customer support services enable you to rest assured throughout all phases of the installation lifecycle.

In order to maintain an installation’s high availability and reli-ability for a longer period of time it is important to think about the need for future support and spare parts. We are con-stantly preparing ourselves to give your installation the latest available systems, functions as well as a new generation of technical support. ABB’s technicians are already planning for your possible upgrade in the future.

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Local technical assistance

4 Warranty period | FACTS Customer Service

Warranty period

Support and services

During the entire life cycle of your FACTS installation your company should be able to focus on the core business. The foundation for a solid functionality of the installation starts during the warranty period. We will manage the introductory period together and prepare your personnel to avoid future outages and unnecessary stoppages. When preliminary acceptance has been given, the FACTS customer support team takes over the responsibility within ABB for all issues that may arise during the warranty period. A dedicated resource is appointed to handle the installation.

ABB’s customer support team is prepared to provide a full range of support services, as described further on in this brochure, this already from day one of the warranty period. Some of the services might be part of the supply contract but others, for example preventive maintenance or 24/7 support can be provided as options based on your needs.

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FACTS Customer Service | FACTS Online 5

FACTS Online

Online service to reduce downtime

To help improve risk management and increase grid reliability ABB offer a service called FACTS Online. FACTS Online enables us to stay connected to all our customers around the world no matter where they are situated. By mirroring data from the MACH2 control system in a FACTS installation, ABB can provide remote support and carry out fault analysis within minutes or even seconds from when the fault was registered. With the customers permission FACTS technicians can also carry out changes of settings or upload new software if necessary in order to get the installation up and running as quickly as possible.

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Fault analysis starts from remote via FACTS Online

Notification sent by email and sms to ABB’s FACTS technicians

ABB’s technicians mirror the data from the MACH2 control system

Customer’s re-sponsible engineer informed of the problemABB is given access

to control unit if required

ABB can provide action advice based on the analysis done

ABB technician can assist with software set-up if required

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A fault registered by the MACH2 control system

Adapted to the customers needs

When the warranty period ends we offer the customers a broad portfolio of services that all can be adapted to your needs. We know from experience that our customers have different needs and prefer different levels and options of services depending on the installation and in what stage of the lifecycle it is in.

In general ABB’s FACTS business offers three different options of service agreements:

OPTION 1 – Online support and corrective maintenanceThe support agreement gives the opportunity to call FACTS service center either during office hours or 24/7 depending on the needs. The support contract also states the response time for a qualifi ed service technician to reach the site and the applicable hourly fee.

OPTION 2 – Preventive maintenanceThis option contains the possibility of support for preventive maintenance and the yearly service. If any part needs to be re-placed the customer will be notified and we will offer you a price for supporting them with the replacement.

OPTION 3 – FACTS Online monitoringThe highest service level is option 3 and with this option the installation is connected to ABB’s system. ABB can monitor FACTS device at any time 365 days per year. If something happens we will be notified automatically and can start investigation of the fault within very short time, even before your service technician arrives at site. We can then provide action advice with a mini-mum of delay and can also assist with corrective actions. This level is suited for our customers who cannot afford a breakdown with longer unplanned stoppage.

6 FACTS service level agreements | FACTS Customer Service

FACTS service level agreements

FACTS ONLINE OPTION1

FACTS ONLINE OPTION2

FACTS ONLINE OPTION3

FACTS Customer Service | FACTS service level agreements 7

8 Spare part management | FACTS Customer Service

Spare part management

Increased reliability of the installations

ABB is continuously working to increase the lifetime of the components in installations. Through good spare part management and awareness we can inform which spare parts that are needed to minimize unnecessary down time. Since parts are not infinitely immune to wear and tear you, as the owner of your FACTS installation, need to know how to get maximum availability throughout its lifetime.

Many spare parts are custom made which, as a result, can mean a long leadtime. ABB can therefore give recommenda-tion what kind of spare parts customers need to have and which components ABB keep in stock. This is to minimize the risk of longer to toppages of your installation.

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FACTS Customer Service | Update management 9

Update management

Smaller updates to extend life time

Systems and equipment continuously develop over time. New requests for additional functionality and new demands from the market drive development for smarter solutions. ABB can offer, through different update packages, to make new development available for you to bring older installations closer to the functionality we supply in today installation. Some updates improve reliability while others focus on additional functionality and accessibility. In addition the improvements can provide increased performance. Through discussions with the customer ABB can see what kind of updates which could fulfill the needs.

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10 FACTS upgrades | FACTS Customer Service

FACTS upgrades

Extend the life time of the installations

Development moves quickly. When an installation has been in service for a number of years a technology shift may be desirable. A choice to proactively upgrade the installation, before a severe outage occurs, will save both valuable time and money. Parts of the FACTS installation which are 15 years or older could be ready for an upgrade. The need for upgrading mainly depends on the general condition of the equipment and the possible unavailability of spare parts. An upgrade will increase the lifetime of your installation, provide it with the latest technology and assure a continuously high availability and reliability along with a new generation of support.

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FACTS Customer Service | Maintenance of training and knowledge 11

Maintenance of training and knowledge

In preparation for possible emergencies

During or after the commissioning of a FACTS plant, a training course for the company’s employees is normally held. Most of the installations around the world are unmanned most of the time and because they are visited only a few times per year for corrective and preventative maintenance, knowledge of the equipment may slowly deteriorat. Knowing what actions to take when a failure occurs may seldom be necessary and is subsequently forgotten.

ABB are pleased to arrange customized, on-site recurrent training based on the personnel’s specific needs. We can offer theoretical training and practical training on site or both. In order to keep the installation in good shape for as long as possible, the importance of training should not be underesti-mated. It is just as necessary from the construction of a new installation as it is after a new upgrade or when the company has hired new personnel. Training is an investment for the installation and an opportunity for the personnel.

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Contact us

1JN

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8143

ENABB AB

FACTS Customer SupportSE-721 64 Västerås, Sweden Phone: +46 21 32 40 00 E-Mail: FACTS.support@se.abb.com www.abb.com/FACTS