Support & Service

ITmatic is currently actively managing multiple SLA's with large manufacturing and mining clientele throughout the world and has through experience structured their standard SLA in categories namely:

• • Scheduled Site visits
• • Unscheduled Site visits
• • Service level Agreements (SLA)
• • System Optimization Services (SOS)
• • Industrial Maintenance Services (IMS)
• • Wizards over the Web (WOW)
• • Software and documentation update services

Scheduled Site visits

These are periodic planned visits to site to study and maintain operational equipment in the hope of detecting and limiting possible future system failures. A client can schedule these visits on an ad-hoc basis whenever system checks and modifications are needed. These are scheduled site visits that happen quarterly or as required by the client when the plant is up and running. This service is provided during normal office hours for a period of eight (8) hours per visit. The following areas are covered during a scheduled site visit:

• • Perform system backups before and after any work performed by ITmatic.
• • ITmatic will maintain standard directory structure on Client's computers.
• • Ensure that the latest application/s backup/s and two (2) previous backups are maintained.
• • All engineering stations are installed with all relevant software and with the standard directory structures implemented by ITmatic.
• • Provide a report to the Client PM on all work carried out.
• • Perform minor enhancements/modifications to optimize functioning of plant.
• • Perform system hardware inspection.
• • Performance checks (PLC cycle times) will be checked and logged.
• • Network performance (communication times) will be checked and logged.
• • Optimize and improve PLC network communication where possible.
• • PCS application optimization.
• • Audit of changes made to application by factory personnel or other parties.

Unscheduled Site visits

Our engineering support staff is repeatedly accessible to respond to breakdowns, questions, modifications, upgrades and support after the original project is concluded. Due to ITmatic’s continues obligation to our clients we have established a 24hr support centre for dedicated client support. Subsequent to project handover ITmatic continue to assist our clients with 24hr ongoing system maintenance and 24 hr backup support. Our Support Technicians are available to work onsite as part of a client's maintenance team, keeping the systems in peak operating condition.

Service Proposals (SLA)

Due to the increasing number of clients utilizing our call centre facilities, it has become essential to implement Service Level Agreements so that you, our client, can enjoy peace of mind when it comes to production failures. The model of the proposal is based on the purchasing of hours which you can utilize as and when you want. The different Service functions and levels can also be selected to build a customer specific model based on the customers' specific needs.

The main advantage of building your own customer specific model is as follow:

• • Guaranteed 24hr response time on failures
• • Budget yearly for support and training
• • Financial payment packages available
• • No overtime or variable cost
• • Flexibility with time bought
• • Quarterly plant failure analysis

System Optimization Services (SOS)

Plant inefficiencies accumulate over years and these inefficiencies are consistently maintained, this ultimately results in plant chaos. With the current shortage of on-site specialist technical skills, our clients find themselves focusing on daily production problems leading to long term plant inefficiencies. SOS provides engineers on-site for a predetermined time to gather/investigate optimization problems with plant systems. After information gathering, priorities are attached and solutions are put together to resolve these problems. Once the immediate issues are resolved, in depth studies are performed to determine plant/machine inefficiencies which are prioritized and resolved according to approved change request procedures. Total system tests are performed to ensure that sequencing and operation of systems are optimized as accurately as possible. Documentation is updated and training is offered as part over standard hand-over procedures. The level of optimization investment is decided by the client, no new tools need to be purchased; all existing software are utilized.

Key Benefits:

• • Optimum priority alarm management.
• • Optimum plant trip parameters.
• • Effective continuous line controls (interfaces to PID's).
• • Effective decision making process (training and recovery plans).
• • Reverse engineering.
• • Abnormal situation management (hardware, power failure, etc).
• • Operator training.
• • Advanced process control.

Industrial Maintenance Services (IMS)

ITmatic's strength and success in the service and support industry is the result of attracting, retaining and continually developing diversely talented people. In focusing on our customers daily concerns ITmatic has recognized a shortage of on-site maintenance personnel. Our IMS solution provides full time, on-site, technical qualified personnel at reasonable rates.

ITmatic has a tested and structured database of technicians ready to be placed onsite. The initial contract period is a minimum of 3 months which can be extended to fulfill the client's needs and requirements for any period up to 1 year. ITmatic undertakes to minimize the client's maintenance concerns by providing technicians to effectively perform related maintenance activities.

The key benefits:

• • ITmatic screens and tests all technicians.
• • Strict processes and methodologies in place ensuring a high standard of work ethic.
• • Pre-placement skills training to match the client's process and technology.
• • Reducing the impact of clients losing their key technicians after training investments.
• • HR and non-conformance issues managed by ITmatic
• • Short or long term contracts at affordable rates.
• • Supply of maintenance personnel for client shutdowns.
• • Certified specialist support to on-site technicians from ITmatic head office.

ITmatic IMS solution is the answer to assist our clients with on-site maintenance, minimizing potential downtime and production loss.

Wizards of the Web Services(WOW)

ITmatic's Service and Support's department is proud to announce their Wizards on Web (WOW) service level agreement. This is specifically aimed on remote located clients and unique to ITmatic.

Plant Technicians who are not exposed continuously exposed to Process changes and high-level system failures tend to suffer in lack of confidents to attempt to engage the control system. With WOW the ITmatic technician support in parallel all actions executed by the site technician ensuring no process or system critical mistakes are made. WOW can be utilized for plant modifications, Training and Maintenance support this ensuring maximum plant availability.

Advantages:

• • A 24 Hour dedicated call desk number is assigned to the WOW service
• • The plant is guaranteed 24/7 remote diagnostic support within 30min. No delays with regard to travel time and resource availability.
• • Plant downtime due to control system failures is minimized.
• • Plant technicians who are less knowledgeable grow confidence as the WOW SLA aids in knowledge transfer.
• • Skeleton technical staff can be aided by this service.
• • Breakdown call out costs is drastically reduced as there are no travel and accommodation expenses.
• • Bypass procurement delays of issuing of order numbers
• • Flexible payment options allow for proper budget planning over a financial year

Software and documentation update services

This module is responsible for keeping track of all software and hardware profiles on site. This includes the updating of all software patches and version number's for installed software. Furthermore updating of hardware configuration variations for electronic system catalogues is essential to ensure that all hardware platforms can support the software upgrades resulting in a smooth change over for the client.