Our System Check service is a yearly fee for specified number of days on-site per quarter with scheduled visits, regardless of technical situation, to assist the end-user in maximizing the usability of the GE Intelligent Platforms automation software solution they purchase from INS, minimize disruption to their schedules through "preventative maintenance", and improve response times in resolving technical support calls.

The Program has four core components:

• Version Management will help ensure that the end-user has the "best fit" for all the software components he/she has or intends to use and is able to realize the benefits of the upgrades provided within his/her support agreement:
  • Review entitlements under support agreement
  • Review of installed software
  • Determine appropriate release levels of non-INS supplied software (correct version of Internet Explorer, SP for Windows, etc.)
  • Recommend upgrades
  • Install minor and major maintenance releases of GE Intelligent Platforms software including drivers
  • Install operating system upgrades and service packs (end-user to supply upgrades, INS to supply Service Packs)
  • Install appropriate SIMS
  • Document software inventory
  • Report to end-user on Version Management
    
• Optimization will determine what obstacles there are to maximum performance and reliability within the end-user's system, affect short-term changes where possible and generate recommendations for future longer term changes:
  • Analyze performance at node and network level, document
  • Consult with end-user site staff and adjust where possible, re-document
  • Make recommendations for performance improvements that may be gained through additions or improvements in hardware or software components (i.e. add an extra SCADA node, upgrade memory, segment the network, etc.)
  • Report to end-user on Optimization and Recommendations
    
• Technical Support Review will confirm the status of all technical support logs, open or closed, with the end-user and determine, through a process of "interviewing" key system users, if any other issues or concerns exist that require technical support or education:
  • Review technical support issues and confirm open and closed case logs
    Interview users regarding performance and software issues since last visit
  • General Technical Q&A with site end-user Technical staff
  • Report to end-user of Recent Technical Support Logs
    
• Archiving will give the end-user a reliable off-site back-up of their key configuration files and provide INS technical support immediate access to vital customer-specific system information to help expedite responses to problems reported by the end-user.
  • Comprehensive back-up of all key configurables for each module
  • Storage of back-up off-site
  • Document specifics of back-ups made
  • Review protocol for storage, use, and retrieval of back-ups

Notes:

• Travel and living expenses are included in the above program based on a predetermined and mutually agreed to schedule for on-site services. INS reserves the right to charge for travel and living expense should there be any deviation from this schedule.
• A "day" shall be defined as a total of eight [8] hours of work between the hours of 8:00am to 5:00pm during normal business days. INS reserves the right to charge for additional time beyond 8 hours and to charge at a premium rate.
• INS reserves the right to charge a premium for time spent before 7:00am or after 6:00pm or for work carried out on weekends or holidays.