simatic it maintenance program -...

SIMATIC IT Maintenance ProgramAn innovative software maintenance concept

Realize innovation.Restricted © Siemens AG 2016

IntroductionGeneral Overview


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Restricted © Siemens AG 20162016 Siemens PLM Software

SIMATIC IT Maintenance ProgramA broad concept of the SIMATIC IT Customer Care

§ Evaluation of the Customerneeds and requirements§ User Requirement Analysis§ Prototyping§ Basic design specifications

§ ROI

§ System Design & Optimization§ Customization§ Integration Support§ Special Assistance

§ Training Classes§ Training Academy§On-site Training


SIMATIC IT Maintenance ProgramManufacturing IT Market Trends & Demand

In order to meet the global market requirements with more demanding production andbusiness goals, Manufacturers have increased investments in plant infrastructures

MES installations and their maintenance are becoming more and more mission critical ...

... increasing importance of plant IT solutions such as MES, for which availability andreliability are mandatory for smooth operations


SIMATIC IT Maintenance ProgramManufacturer Needs and Maintenance Program Targets

• Win the growingcompetition

• Higher flexibility supportat lower risk

• Availability and reliabilityof Plant IT solutions

• Standardization andconsolidation of theinstalled base

• Optimize IT investments• Maximize ROI• Contain TCO

IT service Providers must align the Service & Maintenance concepts with Customer’s needs

SIMATIC IT Maintenance ProgramStrategy and Service Portfolio


SIMATIC IT Maintenance ProgramWhy choosing SIMATIC IT Maintenance Program ?

The right balanced approach for a completecoverage of the customers’ MES installation

The analysis and data mining of real-time andhistorical information can lead to the predictivedetection of an unknown problem before thepotential occurrence of a future incident

The monitor, assessment and analysis ofsystem health is aimed to the prevention ofnew incidents from known problems

Fast and aimed reactive response induce theimmediate removal or mitigation of the serviceperturbation of an incident

PREDICTIVE

PREVENTIVE

REACTIVE

Service PortfolioProfessional Services


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SIMATIC IT Maintenance ProgramService Portfolio

Professional Services

Test & Development Licenses

Excellence Optional Services

Technical Support ServiceHotline 24/7Technical Web SupportRemote Support

Software Update Service

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SIMATIC IT Maintenance ProgramSIMATIC IT Maintenance Program – Service Levels

Bronze Support9/5

Silver Support24/5

Gold Support24/7

Service Time

§ (*) Monday to Friday, Holidays included§ (**) Holidays included

§ 9 hours per day§ 5 days per week (*)

Choice of 1 time zone:§ Europe (8 – 17 GMT)§ America (14 – 1 GMT)§ Asia (1 – 10 GMT)

§ 24 hours per day§ 5 days per week (*)

§ 24 hours per day§ 7 days per week (**)

Reaction Time

§ Time between the notification by Customer of anew Incident via the agreed communicationchannel and the first feedback by SIMATIC IT TSS.Reaction Time represents the time in which theinvestigation of the reported issue starts

§ Critical 4 hours§ High 8 hours§ Medium 2 days§ Low 5 days



The Customer can choose among different levels of Support, according to Service and Reaction time:


SIMATIC IT Maintenance ProgramService Portfolio – Professional Services (Hotline 24/7)

Exhaustive 24/7 Hotline assistance is offered by adedicated Technical Support Service (TSS) Teamprovided with deep know-how and expertise on allSIMATIC-IT supported Products as well as on MESbusiness sector, 3rd Party interactions,infrastructures (SQL, networks, web, ERP, etc) andbase technologies.

Direct support through fast response is providedvia central phone emergency line and viadedicated ticketing tool portal (@Service).


SIMATIC IT Maintenance ProgramService Portfolio – Professional Services (Technical Web & Remote Support)

Technical Web SupportSIMATIC IT TSS Website provides real-time and fast access to Product support documentation including Hotfixcollections, release notes, Product outlines, white papers and manuals. TSS Website also provides access to@Service Portal, the web interface to open and track tickets 24 hours a day. The resulting ticket solutions arefeeding a knowledge base search engine which can be accessed directly by all entitled Customers in order tolook for actual industry use cases and speed up the self troubleshooting process.

Remote SupportTSS can provide diagnosis and troubleshootingservices related to technical problems by meansof secure remote access. Using a secure networkprotocol and tool which is agreed with each specificCustomer, TSS Specialists will be able to operateon the Customer’s computers where SIMATIC ITproducts are running.


SIMATIC IT Maintenance ProgramService Portfolio – Professional Services (Software Update Service)

This service provides the latest versions of SIMATIC ITsoftware including new functions and Service Packs whenreleased. This service allows to contain the TCO: being coveredby the SUS, Customers are not in the need to buy new SIMATICIT licenses in case of system updgrades (Installation of theSoftware Updates provided via SUS is not included the servicescope) .

Service PortfolioExcellence Optional Services


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SIMATIC IT Maintenance ProgramService Portfolio – Excellence Options (Agent Based Diagnosis Services)

Based on MS SCOM 2012 technology, the Agent-based Diagnosis Service helps keep the systemproperly functioning and secures continuity ofproduction operations.

The Agent-based Diagnosis Service is aimed at thepreventive and predictive detection of potentially criticalconditions in the system (e.g. lack of memory available,diminishing hard drive space, database fragmentation, logfile length, as well as specific negative situations that canbe configured at project level).


SIMATIC IT Maintenance ProgramService Portfolio – Excellence Options (Application Support)

This service provides incident troubleshooting andproblem resolution (including bug fixing) for issuesrelated to the Customized Application specificallydeveloped by Customer (or Integrator) on top of theSIMATIC IT standard Product framework.

A dedicated team of Experts with deep knowledge ofthe Customer's own Application (including businesslogic and source code access) allows the capability todeliver short term workarounds in order to restore theoperation of the overall SIMATIC IT solutionminimizing the impact on Customer’s business.

The related Annual Maintenance Fee excludes on-site installation tests, retrofit to installed base,commissioning activities.

The offered level of support matches with the level chosen for Product Maintenance Service(Gold, Silver or Bronze)


SIMATIC IT Maintenance ProgramService Portfolio – Excellence Options (Mature Product Support)

Mature Product Support option extends the SIMATICIT standard support to all those Product Versions andreleases which are phasing-out from the market andto be withdrawn from the SIMATIC IT Price List.

Such option requires Siemens Managementauthorization in terms of extended support and thestandard service levels (Bronze, Silver and Gold) alsoapply (but no target Reaction Time is included).

Software Update Service applies as far asnewer Versions or Releases of the licensedProduct line are delivered to the market.

Without Mature Product Option, maintenanceservice scope is limited to questions andrequests for documentation.


SIMATIC IT Maintenance ProgramService Portfolio – Excellence Options (On-Site Service)

A Team of Experts is ready to provide preventive andcorrective on-site assistance at Customer's site when remoteconnection is not a viable option (e.g. security constraints, linkunavailability).

The Service Engineering, provided with a Project specificknowledge, can helps resolving open technical issues directlyat customer’s site and in direct touch with Customer's IT andBusiness Teams.


SIMATIC IT Maintenance ProgramService Portfolio – Excellence Options (Central Dispatch Center)

SIMATIC IT Maintenance Program offers a high level CentralDispatch Center Support as an option to Customers.

TSS Team can act as a unique point of contact to Customersable to involve other Siemens (e.g. PCS7, SIMATIC Batch,WinCC, etc.) or Third Party (e.g. ERP, OPC Server, Networking,etc.) resolver groups when multiple products or applications areconnected to the SIMATIC IT based solution.


SIMATIC IT Maintenance ProgramService Portfolio – Excellence Options (MS SQL DB Maintenance)

The option is aimed to the prevention of potential Database-related Incidentsinduced by suboptimal performance or excessive consumption of systemresources. It enables the scheduled intervention of TSS Experts in terms of SQLServer Database maintenance. The in-scope activities include the periodicalassessment and provision of guidelines for optimization of Databaseperformances.

The service can also be delivered on a Time and Material basis.


SIMATIC IT Maintenance ProgramService Portfolio – Excellence Options (System Assessment)

The option enables the planned assessment of SIMATIC IT solution in terms ofgeneral configuration check, health check overview (e.g. performances). Theassessment can be either planned with periodical frequency or triggered bycustomer (e.g. after an increase in the productive throughput).

This service is mainly intended for preventive or reactive detection of possibleissues or bottlenecks and is limited to the SIMATIC IT solution.

The service can also be delivered on a Time and Material basis.


SIMATIC IT Maintenance ProgramService Portfolio – Excellence Options (Service Management)

The Service Manager is the reference point of contact forcoordinating all maintenance services. The Service Manager alsointerfaces directly with the Customer, being responsible for theservice delivery and adherence to the agreed serviceperformance targets.

Service reporting and governance meeting attendance areincluded in the optional service which can also be delivered on aTime and Material basis.

Service PortfolioTest & Development Licenses


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SIMATIC IT Maintenance ProgramService Portfolio – Excellence Options (Test & Development Licenses)

Customers with an yearly active software maintenance can orderadditional licenses to be used only for test or developmentpurposes. The test or development licenses have 1 year lifespan.

Test or development licenses can be ordered only for productsalready purchased and in use at Customer’s productive sites.

The licenses contain 1 year authorization for all modules includedin the product.

Service PortfolioValue in Services


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SIMATIC IT Maintenance ProgramValue in Services

Service Value Type

Standard Warranty Minimum support, no reaction time guaranteed, Limited access to TSS, no SUS Included in standardmaintenance

Technical SupportService Full coverage of SIMATIC IT Product support needs Included in standard

maintenance

Software Update Service Can reduce Customer’s TCO by providing latest Product versions and licenses Included in standardmaintenance

Agent Based DiagnosisService Predictive and Preventing real-time monitoring of Customer’s systems (high availability) Optional

Application Support Maintaining the technical application know how inside the support team. Better understanding of project-specific issues by means of a common technical language Optional

Mature Product Support Enables the support for older and outdated Product versions when an upgrade is not possible during the shortterm Optional

On-Site Service Preventive and reactive support directly where needed and when remote connection is not a viable approachfor troubleshooting Optional/T&M

Central Dispatch Center Optimization of info exchange matrix thus providing more focused and faster addressing to the appropriateresolver group Optional

MS SQL DB Maintenance Preventive approach in order to minimize incidents and boost performances at database level. Optional/T&M

System Assessment Preventive approach in order to maximize system high availability and minimize productive maintenancestoppages. Optional/T&M

Service Manager Dedicated entry point for the overall maintenance service management. Generally preferred in case ofEnterprise level multi plant rollout.

Optional/T&M

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SIMATIC IT Maintenance Program

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