User Manual

Fire Safety
65
Building Technologies 049_Archives_and_Libraries_A6
V10271399_a_en.doc
Fire Safety & Security Products 03.2009
4.6.3 Service Description
Service descriptions for the “traditional” service deliverables of the “Advantage
Plus” agreement can be found in the Fire Service Toolbox (Siemens Intranet) un-
der “Fire Service / Tools and Definitions / Scope of Supply”:
http://intranet.siemens.com/bt/fv_toolbox
The additional service deliverables developed as options for the “Advantage Plus”
for archives and libraries” are described in the table below.
Service Description Scope Additional comments / rec-
ommendations
SafeGuard
*
*powered by Siemens Remote Service
The Siemens Service Engineer
gets remote access to the fire
safety system if the problem
cannot be solved via phone:
Remote identification of system
failure
– Remote repair or isolation of
the malfunctions, where pos-
sible
– Adjustment of system pa-
rameters
– Monthly remote access to
analyze the event memory
– Predefined interventions in
case of system failures to
reestablish system function-
ality
Service is available only if a
permanent remote connection
is ensured or login on customer
request.
Guaranteed Repair Time
incl. money back guarantee
Siemens shall provide all nec-
essary labor to carry out the
following:
– Correct faults detected during
an inspection, functionality
test or a fine tuning service
visit, or following a customer
call
– Repair and/or replace failed
or worn parts
– Repair and/or replace parts
suspected of being faulty
– Gas cylinder refill after dis-
charge
– Report on actions taken
Guaranteed repair time within
36 hours (from support call
request until problem solving)
for the fire safety system. Prob-
lem solving will start not later
than 12 hours after receipt of
the support call request.
Service is available only if a
remote connection is ensured.
Indemnification policy:
The customer receives a com-
pensation of 10% of the Guar-
anteed Repair Time fee for
each breakdown of the fire
extinguishing system that is not
resolved within 36 hours
(capped at the maximum value
of the annual Guaranteed
Repair Time fee). The compen-
sation will be paid within 30
days after the breakdown.
This service deliverable is
based on the requirements for
“VdS certified facilities” in Ger-
many. In order to fulfill this
service level with respect to the
gas refill, it is recommended to
consider the following:
– How many bottles has your
biggest customer installed?
– What is the proximity of the
refilling station in relation to
the customer site?
– Once on site, calculate 30
minutes for the refill of one
bottle per employee
– Depending on the amount of
bottles of your biggest cus-
tomer it might make sense to
have your own inventory of
filled bottles
– Another option is to convince
your customer to have his
own inventory
Tab. 12 Advantage Plus with dedicated options