Contract Support

Introduction
Yokogawa Technical Services can offer complete peace of mind through comprehensive system support contracts for control and safety systems, including DCS, SCADA, ESD, F&G Safety and PLC systems. The specific services offered are outlined below.

Periodic maintenance
Yokogawa Technical Services can offer extensive on-line maintenance without affecting the normal operation of the plant. Periodic maintenance includes the following:

• cleaning, checking and replacement of peripherals and consumables including fans, filters, keyboards, screens etc.
• notification of system faults to the system keeper for a decision on rectification.

Scheduled maintenance
Yokogawa Technical Services can offer extensive off-line maintenance and diagnostics. Scheduled maintenance includes the following:

• removal of boards, inspection and cleaning of contacts
• checking and testing of I/Os
• examination of major components for wear
• installation of software updates
• system backups
• acting as system custodians

Advanced Management Service
Yokogawa Technical Services can offer remote maintenance log-in via the secure Advanced Management Service located in a dedicated secure and environmentally controlled room. Yokogawa Technical Services can link with customer systems to provide facilities such as condition diagnostics, quick troubleshooting and problem prevention.
This service can provide the following:

• remote extensive diagnostics
• system operation checks
• remote configuration

Technical support
Yokogawa Technical Services can offer technical support for all contract clients for system maintenance and engineering requirements. Telephone support can be provided during the normal working day for systems.

• telephone support
• escalation procedures for all systems via Yokogawa’s worldwide centres of excellence.

Bonded stock
Yokogawa Technical Services can provide the facility of bonded spares. In conjunction with the customer, critical spare parts are identified. These spares can either be held in stock by Yokogawa SA or on site specifically for use on a particular system. Critical spare parts may be the property of the end user, or users may pay a holding fee to Yokogawa SA to purchase and store them in a bonded stock area.

Yokogawa Technical Services Bonded stock is held in a dedicated secure air-conditioned room with each costumer being allocated a specific area.

On-call services
Yokogawa Technical Services can provide the following on-call services:

• breakdown cover, offering engineering support by dedicated engineers during normal office hours of 0800-1630h weekdays (not including weekends and bank holidays)
• emergency cover, providing full peace of mind with 24-hour, 365-day engineering support by dedicated on-call engineers for all systems. The on-call engineers are available at all times, and have 24-hour access to stores. The customer is supplied with a dedicated Yokogawa emergency telephone number to a permanently manned Yokogawa call centre. Yokogawa Technical Services have 24 -hour availability to the company’s four worldwide centres of excellence.

Bench Repair
All Yokogawa Technical Service parts supplied are covered by warranty. After the end of the warranty period bench repair of major components can be provided.

Items can be returned to Yokogawa Technical Services SA head office in Johannesburg, where the parts are examined and tested/repaired at the state-of-the-art system facility to the highest standard.

Partnership
Yokogawa Technical Services has a threefold responsibility to the customer:

• to make the customer aware of services available that will enable him to maintain production throughout the year
• to provide a high standard of maintenance service that meets all the needs of the customer whenever and wherever required
• to enable a the user of distributed control or safety systems ensure that they realise their full potential.

The purchase, operation and maintenance of a control or safety system involve a pro-active partnership between the supplier and the end user, and Yokogawa strives to ensure that this partnership remains in place for the full lifetime of the system.