Scribd
Upload
105 views2 pages

Q 3 Dems

The document describes the yearly maintenance support package for the Q3-DEMS system. The package includes: 1) An IIoT platform yearly license to access updated software releases. 2) Application assistance via email, Teams, and phone 24/7. 3) 240 hours per year for application maintenance including evolutive, corrective, and functional maintenance. The package ensures monitoring of the system, rapid support, and improvements.

Uploaded by

Hv Top
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
105 views2 pages

Q 3 Dems

The document describes the yearly maintenance support package for the Q3-DEMS system. The package includes: 1) An IIoT platform yearly license to access updated software releases. 2) Application assistance via email, Teams, and phone 24/7. 3) 240 hours per year for application maintenance including evolutive, corrective, and functional maintenance. The package ensures monitoring of the system, rapid support, and improvements.

Uploaded by

Hv Top
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 2

TECHNICAL SPECIFICATION N. DPC7AD-WR, Rev.

01

Section 4.6 / Q3-DEMS - for LONG and FLAT plant, 4.6.4 Maintenance Support
Cold Mill Complex excluded

4.6.4 Maintenance Support

The present section describes the maintenance support that will be provided by Danieli Automation
to monitor the performance of the Q3-DEMS system, maintain its efficient operation, assure a rapid
support in case of malfunctions and, if required, improve its functionality with adjustments and
extensions. The maintenance support is provided as a yearly service package, which is included in
the scope of supply for the first year and which will need to be renewed yearly by the Buyer for the
subsequent years.

4.6.4.1 Yearly Maintenance Support Package


The yearly maintenance support package for the Q3-DEMS consists of a series of services that will
be provided by Danieli Automation as described in the following paragraphs.

4.6.4.1.1 IIoT Platform Yearly License

The Q3-DEMS application is based on a state-of-the-art Industrial Internet of Thing (IIoT) platform.
The IIoT platform yearly license is included in the yearly maintenance support package of the Q3-
DEMS system. The IIoT platform yearly license will allow access to updated releases of the platform
software.

4.6.4.1.2 Application Assistance


The yearly support package includes an application assistance service, which, in case of issues,
allows the Buyer to email assistance requests to a dedicated email address. Once sent, the request
will be filtered and conveyed to the right Danieli Automation technical personnel, who will provide the
required assistance according to tools and service hours specified in the table below:

Services From Monday to Friday Saturday, Sunday & Holidays


Support by e-mail,
24 hours/day for 7 days/week
Teams and phone
Organization: first line of assistance will be by local specialists from Danieli Vietnam office, with
second line of assistance by specialists form Danieli Italy when necessary
Ticketing: e-mail and contact information will be communicated at start of the yearly service together
with specification of allowed number of monthly tickets by severity

This document contains intellectual property of Danieli & C. Officine Meccaniche S.p.A. (hereinafter “Danieli”) which is the sole owner. Page 28 / 29
According to law, this document is a company secret, also of considerable economic value, which cannot be reproduced and transmitted
in any way or method, in whole or in part, by any person, for any reason, to other parties without a specific prior written authorization
of an authorised representative of Danieli. All rights reserved.Q3-DEMS - for LONG and FLAT plant, Cold Mill Complex excluded
TECHNICAL SPECIFICATION N. DPC7AD-WR, Rev. 01

Section 4.6 / Q3-DEMS - for LONG and FLAT plant, 4.6.4 Maintenance Support
Cold Mill Complex excluded

4.6.4.1.3 Application Maintenance


The yearly support package includes a total budget of 240 hours per year for Q3-DEMS application
maintenance activities defined as follows:
− Evolutive Maintenance (estimated 40 hours/year), involving automatic updates to selected
future versions of the Q3-DEMS software modules to introduce improvements and fine-
tuning of existing functions that can be useful for the Buyer.
− Corrective Maintenance (unlimited hours for the first guaranteed year, estimated 80
hours/year for years following the first guaranteed year), involving remote assistance related
to problems and malfunctions directly related to the Q3-DEMS software (BUG FIXING) that
the Buyer might encounter during use.
− Functional Maintenance (estimated 120 hours/year), involving activities oriented to
implement improvements of existing functions or even brand-new functions of the Q3-DEMS
that can be required by the Buyer provided that the residual yearly budget of maintenance
hours available at the time of the request is enough for the implementation.
The Buyer’s requests for corrective and functional maintenance will need to be filed using the same
email address used for the assistance requests. Upon reception of a request, the Danieli Automation
technicians will provide an evaluation of the budget hours necessary for the required modifications
and the expected delivery time. After Buyer’s confirmation, the implementation will proceed, and an
additional feedback will be given at the completion of the activity to indicate the availability of the
new functionality required.

This document contains intellectual property of Danieli & C. Officine Meccaniche S.p.A. (hereinafter “Danieli”) which is the sole owner. Page 29 / 29
According to law, this document is a company secret, also of considerable economic value, which cannot be reproduced and transmitted
in any way or method, in whole or in part, by any person, for any reason, to other parties without a specific prior written authorization
of an authorized representative of Danieli. All rights reserved.

You might also like