Facets Support Agreements are annual or multi-year contracts designed to keep your operation running smoothly with customized packages of support services that can include preventative and remedial maintenance, training class credits, software upgrade licenses, and various levels of online, on-site, and telephone support.
We offer discounted packages of pre-purchased engineering hours that can be applied to a range of projects and services including:
- Alarm Design and Management
- Applications Engineering
- Control Loop Maintenance
- Energy and Utilities Management
- Field Engineering
- Hardware and Network Engineering
- High Performance HMI Design
- Preventative Maintenance
- Procedural Knowledge Capture
- Process Analysis
- Project Management
- Software patch generation
- Power and grounding surveys
- Specification development
- Domain analysis reports
Flex Hours can be redeemed and additional hours purchased at any time. Detailed explanations of these services may be found in Engineering Services and in the individual Facets Support Agreement.
Unlimited Hardware Support
With this option, all time spent on hardware preventive maintenance, telephone and on-site hardware troubleshooting, parts installation and parts system integration will not deduct from Flex Hours.
Perpetual Software Upgrades
The most economical way to take advantage of all D/3®, FlexBatch®, and other NovaTech software products as they are released.
Extended Software Warranties
With this option, warrantied troubleshooting services can be extended beyond initial terms and will not deduct from Flex Hours.
Periodic improvements to major software versions – maintenance releases – are made without a formal software version release. These releases may be requested by the customer for their own installation, but we recommend using Flex Hours.
Receive replacement parts for covered items at no additional charge for the duration of the agreement. Parts are shipped within 24 hours or faster, depending on the Facets level. Customers can also elect to maintain an inventory of NovaTech-owned spare parts on their sites.
Operators, engineers and plants managers can all benefit from the wide variety of software, hardware, safety and programming classes offered at our locations, online, or at your facility.
On Site Support
Add full-time NovaTech Field Engineers at your facility for software and hardware support. Rapid-response service will be provided from the closest NovaTech location when an On Site Engineer is unavailable.
Service Levels At-A-Glance
|Customer Support Website||X||X||X||X|
|Parts Logistics (onsite spare parts inventory)||Option||Option||Option||Option|
|Parts Coverage (covered parts are replaced)||Option||Option||Option||Option|
|On-Site Service*||4hr||8hr||24hr||As scheduled|
|Software Upgrade Licenses for D/3 or FlexBatch||Option||Option||Option||Option|
|Extended Software Warranty||Option||Option||Option||Option|
|Minimum Training Credits (Class Days)||25||15||10|
|Unlimited Hardware Support Labor||Option||Option||Option||Option|
|Flexible Support (Flex Hours) Regular Services|
|Preventive and Remedial Maintenance||X||X||X||X|
|Systems Engineering Support||X||X||X||X|
|Minimum Hours Included||160||80||40||20|
|Additional Flex Hours Available||X||X||X||X|
|Travel and Living Expenses||N/C**||N/C**||Cost+10%||Cost+10%|
* Best effort to arrive on-site.
** If within 100-mile radius from field office.