Service Level Agreements (SLA)
Service level agreements act like an umbrella spanning our entire portfolio. They are one way for our customers to ensure that they receive the best possible service. Guaranteed availability of staff and spare parts as well as short response times can all be included (SLA2).
These agreements minimize the customer’s operational risk to a calculable factor by defining which individual maintenance and emergency response services will be provided. Remote services (SLA2) and even O&M based on KPIs (SLA3) can be incorporated in a service level agreement.
With the available service modules, an exact match with the customer's requirements can be achieved in several areas: from single assets to entire grids, from preventive maintenance to remote services, and from short-term contracts to long-term agreements. With Siemens “shared services,” if the customer wants to retain the T&D service as their own competence, Siemens supports or executes maintenance in parallel with the customer's technical staff.
| Operation and maintenance (SLA3) | Operation services Maintenance services Management services Asset services Customer services Support services |
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Remote services (SLA2) |
Remote Diagnostic Center ISCM - Integrated Substation Condition Monitoring |
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Maintenance services (SLA1) |
Performance of switching operations Maintenance Repairs Assessment and inspection of T&D assets |
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Spare parts services (SLA1) |
Spare-parts management Spare-parts delivery service |
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Technical support (SLA2) |
On-call duty Round-the-clock specialist availability |
| Standard services | SAFE condition assessment Energy Customer Support Center Warranty |
| Pre-delivery services | Asset-related training Supervision for certification |