Service · 24/7 Support
Maintenance Contracts and 24/7 Support
Ongoing on-site and remote technical support for ABB™ 800xA automation systems — available any time, every day of the week.
Versão em portuguêsThe service
IT Automation provides engineers specialized in ABB™ 800xA systems under an ongoing technical support agreement, combining 24/7 service, remote support and scheduled on-site technical visits.
Your plant gets a team that knows the system, ready to act on critical incidents and to carry out improvements, preventive maintenance and changes safely.
Three service fronts
24/7 service
Tickets can be opened 24 hours a day, 7 days a week, by phone, e-mail or message, through the official channel defined at the kick-off meeting.
- Availability
- 24 hours × 7 days
Remote support
A monthly bank of remote support hours for the 800xA system, measured in actual service hours, with no minimum blocks. Unused hours can roll over to the following months, up to a limit.
- Hours per month
- To be defined
- Rollover limit
- To be defined
On-site support
Scheduled technical visits to the plant for improvements, preventive maintenance, diagnostics and implementation of changes, with travel, lodging and meal expenses included.
- Visits per year
- To be defined
- Visit duration
- To be defined
Severity levels
Every ticket is classified by severity. The response time covers contact from a qualified engineer, a preliminary assessment of the incident and the definition of next steps. Critical tickets can be opened at any time.
Critical
Plant stopped or about to stop; loss of process control or visualization; DCS or safety instrumented system unavailable.
Response time: To be defined
Medium
Partial failure with an operational workaround available; degraded performance; loss of redundancy; a station or non-critical function unavailable.
Response time: To be defined
Low
Technical questions, consultations, adjustments, improvements and scheduled requests with no impact on operation.
Response time: To be defined
How we work
Safety instrumented systems
SIS changes only under the client's approved and documented management of change (MOC), in accordance with IEC 61511. TÜV Rheinland certified engineers.
Client's remote access
Remote support uses the client's own remote access solution, following their information security policies, with identified and authorized professionals.
Tailored scope
Hours, visits and service levels sized for each plant. Requests beyond the contract are handled as additional scope, quoted in advance.
Service warranty
All services performed are under warranty: any deviation that is IT Automation's responsibility is corrected at no cost to the client.
Timelines and conditions
Each contract is sized to the plant's needs. Timelines are defined together with the client.
Response times
To be defined
Notice for visits
To be defined
Contract term
To be defined
Warranty period
To be defined
Experience behind the support
Frequently asked questions
What does a maintenance and 24/7 support contract include?
24/7 ticket service, a monthly bank of remote support hours for the 800xA system and scheduled on-site technical visits to the plant.
What are the response times?
Timelines are defined together with each client, according to the severity level (critical, medium or low) and the plant's needs.
How does remote access work?
Remote support uses the client's own remote access solution, following their information security policies.
Do you make changes to the safety instrumented system (SIS)?
Yes, only under the client's approved and documented management of change (MOC), in accordance with IEC 61511, by TÜV Rheinland certified engineers.
Want a support contract for your plant?
Talk to our team and build a tailored contract.