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Issue 1.5
LKSAA - VOLUME II SYS/84-06-15
APPENDIX D
TECHNICAL PROPOSAL Page #
A P P E N D I X
D
LKSAA MAINTENANCE
A P P E N D I X D
ANNEX I
DESCRIPTION OF MAINTENANCE
AND CONDITIONS OF PROVISION OF MAINTENANCE
TABLE OF CONTENTS
1 INTRODUCTION ..................................
2 THE "STANDARD SERVICE" ........................
2.1 CORRECTIVE MAINTENANCE .....................
2.2 PREVENTIVE MAINTENANCE .....................
2.3 SPARE PARTS ................................
2.4 MINIMUM DISTURBANCE ........................
2.5 EXCLUSIONS .................................
3 THE "EXTRA SERVICE" ...........................
4 CONDITIONS OF PROVISION OF SERVICE ............
4.1 MEDIA AND CONSUMABLES ......................
4.2 ON-CALL SERVICE ............................
4.3 ERROR REPORTING ............................
4.4 ACCESS TO THE EQUIPMENT ....................
4.5 ACCESS TO EXPERTISE ........................
4.6 DISPUTES CONCERNING CHARGES ................
5 HOURS OF PROVISION OF SERVICE .................
5.1 HOURS FOR THE "STANDARD SERVICE" ...........
5.2 HOURS FOR THE "EXTRA SERVICE" ..............
6 CUSTOMER SUPPORT ..............................
7 CONTRACTOR SUPPORT ............................
8 SUBCONTRACTORS ................................
1̲ ̲ ̲I̲N̲T̲R̲O̲D̲U̲C̲T̲I̲O̲N̲
This Annex describes the conditions on which CR will
maintain the contracted system after expiration of
the warranty periode.
System maintenance in general will continue in the
same manner in which it has been performed during the
warranty periode.
2̲ ̲ ̲T̲H̲E̲ ̲"̲S̲T̲A̲N̲D̲A̲R̲D̲ ̲S̲E̲R̲V̲I̲C̲E̲"̲
The "standard service" consists of inspection and preventive
and corrective maintenance and includes all the necessary
repairs and the supply and fitting of replacement parts.
When Contractor-owned replacement parts are fitted,
the parts removed are the Contractor's property.
The "standard service" will be on an "on-call basis"
no later than within the next 1 hour following the
hour of receipt of the request for intervention.
2.1 C̲O̲R̲R̲E̲C̲T̲I̲V̲E̲ ̲M̲A̲I̲N̲T̲E̲N̲A̲N̲C̲E̲
Corrective Maintenance, comprising the repair of all
defects attributable to the equipment delivered or
to the employees of the Contractor, will be performed
according to the standards of the manufacturer of the
equipment. During corrective maintenance interventions
it must be aimed at keeping the downtime of the equipment
concerned to a minimum.
2.2 P̲R̲E̲V̲E̲N̲T̲I̲V̲E̲ ̲M̲A̲I̲N̲T̲E̲N̲A̲N̲C̲E̲
Preventive maintenance will take place on site in accordance
with the schedule in the Maintenance Manual. The Contractor
will perform any necessary checks and adjustments in
accordance with the instructions supplied by the manufacturer
for preventive maintenance of the equipment. The adjustment
of maintenance intervals must, however, also consider
the actual performance of the equipment installed.
The Contractor shall establish a maintenance plan which
is compatible with the operational requirements of
AA and shall register the devices which have been maintained.
AA is entitled to request a presentaton of this register.
The preventive maintenance service includes technical
update service, i.e. all validated equipment modifications
and replacement actions required to avoid known potential
problems and to guarantee maintainability of the equipmentd
during its normal lifetime. Any such equipment modification
or replacement must be approved by AA.
Preventive maintenance shall be performed both offline
(when part of the complete computer system is temporarily
withdrawn from use) and online (when the device to
be maintained is temporarily withdrawn from use but
AA is able to make operational use of the remainder
of the computer system).
2.3 S̲P̲A̲R̲E̲ ̲P̲A̲R̲T̲S̲
AA owns a suitable stock of spare parts for the archiving
equipment. A list of spareparts for CR equipment is
attached as Annex III of this Appendix. Spare parts
for peripheral equipment are the recommended spare
parts (kits) from equipment manufacturers.
In cases when, at the time of failure of a device,
spare parts required for the repair are unavailabel
on site, the Contractor will apply an emergency procedure
which ensures the fastest possible transport of the
missing spare part or parts to AA. The AA will pay
for spare parts where provision is not covered by a
sub-contract.
2.4 M̲I̲N̲I̲M̲U̲M̲ ̲D̲I̲S̲T̲U̲R̲B̲A̲N̲C̲E̲
The Contractor undertakes to cooperate with AA to ensure
that preventive maintenance shall be organised as to
minimize disturbance of operations. If AA shall decide
that its operations are being excessively disturbed
thereby, the parties shall negotiate the extent, to
which the maintenance shall be performed outside the
Contractor's normal working hours. The extra charges
for such effort is following the escallationfactor
given in the price proposal (wartungschein nk 2).
Online preventive maintenance, if required, shall,
where possible, be limited to devices which are duplicated
in the computer system, so as to ensure continuation
of operation in a degraded mode.
Offline preventive maintenance shall not exceed 8 hours/month
per system.
2.5 E̲X̲C̲L̲U̲S̲I̲O̲N̲S̲
The "general service" does not include any of the following:
a) Moving of any part of the contract system to premises
different from those, in which it had originally
been installed.
b) Painting, exterior cleaning and operator maintenance
(as described in related operating manuals) for
the contract system.
c) Alteration of configuration or layout of the contract
system.
d) Repair of damage attributable to the use of equipment
external to the contract system.
e) Repair due to the addition of parts or devices
not authorized by the Contractor.
f) Additional spare parts and components.
g) Repair of faults due to environmental conditions
exceeding the values given in the Technical Proposal.
Above tasks are considered out of scope of work.
3̲ ̲ ̲T̲H̲E̲ ̲"̲E̲X̲T̲R̲A̲ ̲S̲E̲R̲V̲I̲C̲E̲"̲
AA is entitled to request from the Contractor special
maintenance tasks not included in the standard service.
Performance of these tasks will be charged to AA on
the basis of the hourly rates specified in Annex II.
Should AA request such extra service, it shall give
to the Contractor reasonable notice, which shall normally
not be less than 3 days, of such additional requirement.
If 90 days' notice is given, the Contractor guarantees
to provide the required extra service on a permanent
basis.
4̲ ̲ ̲C̲O̲N̲D̲I̲T̲I̲O̲N̲S̲ ̲O̲F̲ ̲P̲R̲O̲V̲I̲S̲I̲O̲N̲ ̲O̲F̲ ̲S̲E̲R̲V̲I̲C̲E̲
4.1 M̲E̲D̲I̲A̲ ̲A̲N̲D̲ ̲C̲O̲N̲S̲U̲M̲A̲B̲L̲E̲S̲
If AA uses paper, paper tapes, disk packs or similar
ancillaries, consumables or media which:
a) have not been supplied by the Contractor as suitable
for use with the contractor system
and
b) can be shown by the Contractor to differ from the
appropriate international (ISO) standards,
the Contractor will be entitled to claim an additional
charge in any subsequent periods to cover any additional
service necessitated, and AA accepts full responsibility
for the performance of the equipment or system, of
which the equipment is part, if the performance is
adversely affected by such use.
4.2 O̲N̲-̲C̲A̲L̲L̲ ̲S̲E̲R̲V̲I̲C̲E̲
In the event that the Agency calls in the maintenance
engineer to perform maintenance and it can be established
that any fault is due to improper use of the system,
then the Contractor will be entitled to claim an additional
charge covering the cost.
4.3 E̲R̲R̲O̲R̲ ̲R̲E̲P̲O̲R̲T̲I̲N̲G̲
Errors discovered by AA personnel shall be reported
to the Contractor in a form to be agreed and shall
be supported by such evidence as the Contractor may
reasonably require.
4.4 A̲C̲C̲E̲S̲S̲ ̲T̲O̲ ̲T̲H̲E̲ ̲E̲Q̲U̲I̲P̲M̲E̲N̲T̲
AA shall ensure that the Contractor is given full access
to the equipment to enable the Contractor to provide
the service. Such access may be given in online and
offline mode according to the requirements of AA's
operations.
4.5 A̲C̲C̲E̲S̲S̲ ̲T̲O̲ ̲E̲X̲P̲E̲R̲T̲I̲S̲E̲
AA shall make available to the Contractor such descriptions
and such associated technical assistance as may be
necessary to allow the Contractor to fulfill his obligations.
The Contractor undertakes to use such descriptions
for no purpose other than the fulfillment of his obligations
under this contract.
4.6 D̲I̲S̲P̲U̲T̲E̲S̲ ̲C̲O̲N̲C̲E̲R̲N̲I̲N̲G̲ ̲C̲H̲A̲R̲G̲E̲S̲
Any disputes concerning charges or apportionment of
blame or any other disputes shall be discussed and
settled independently of successful performance of
the maintenance service requested.
5̲ ̲ ̲H̲O̲U̲R̲S̲ ̲O̲F̲ ̲P̲R̲O̲V̲I̲S̲I̲O̲N̲ ̲O̲F̲ ̲S̲E̲R̲V̲I̲C̲E̲
5.1 H̲O̲U̲R̲S̲ ̲F̲O̲R̲ ̲T̲H̲E̲ ̲"̲S̲T̲A̲N̲D̲A̲R̲D̲ ̲S̲E̲R̲V̲I̲C̲E̲"̲
The "standard service" shall be available during the
normal scheduled period of work (Monday to Thursday,
8.30 - 17.15 hrs, and Friday, 8.30 - 16.00 hrs), except
on public holidays.
In the event that corrective maintenance shall have
been started but not completed before the end of the
scheduled period of the service, it shall be continued
at the request of the operations manager or senior
supervisor or other nominee for four hours or until
successful completion, whichever shall be the shorter
period.
5.2 H̲O̲U̲R̲S̲ ̲F̲O̲R̲ ̲T̲H̲E̲ ̲"̲E̲X̲T̲R̲A̲ ̲S̲E̲R̲V̲I̲C̲E̲"̲
The "extra service" shall be provided at the request
of AA for any units of the equipment and shall consist
of:
Corrective or preventive maintenance or attendance
outside the hours specified in paragraph 5.1 if requested
by the AA at 8 days' notice (or such shorter period
of notice as may be agreed), which maintenance shall
be chargeable at the rate shown in the section for
maintenance charges.
6̲ ̲ ̲C̲U̲S̲T̲O̲M̲E̲R̲ ̲S̲U̲P̲P̲O̲R̲T̲
It is assumed that the customer supplies reasonable
working space within AA organization including all
furnitures necessary to perform the associated paper
work. Additionally an office for general repair and
spare part stock shall be supplied including workbenches,
bookcases, chairs and file cabinets.
7̲ ̲ ̲C̲O̲N̲T̲R̲A̲C̲T̲O̲R̲ ̲S̲U̲P̲P̲O̲R̲T̲
In case of severe problems, system engineering shall
be available from Contractors plant.
8̲ ̲ ̲S̲U̲B̲C̲O̲N̲T̲R̲A̲C̲T̲O̲R̲S̲
In order to keep a very low repair turn around time,
it is contractors intention to establish local repair
contracts whereever it is possible. Such contracts
will be local contractor responsibilities, and will
in no case affect the prices given in the Life Cycle
Cost Proposal (Annex IV).
A P P E N D I X D
ANNEX II
RATES FOR OUT OF SCOPE WORK
H̲O̲U̲R̲L̲Y̲ ̲R̲A̲T̲E̲S̲
Non-routine charges for the provision of the Contractor's
service outside prime shift at the request of AA shall
be the sum of:
a) The standard Contractor's fee for every hour spent
on a customer site and travelling during normal
working hours from and to his normal base, which,
subject to price variation, is:
D̲M̲ ̲1̲5̲5̲.̲-̲-̲ per man-hour.
b) Travelling and subsistence costs as actually standard
cost.
A P P E N D I X D
ANNEX III
LIST OF SPARE PARTS
A P P E N D I X D
ANNEX IV
LIFE CYCLE COST
FOR
HARDWARE AND SOFTWARE MAINTENANCE
1̲ ̲ ̲I̲N̲T̲R̲O̲D̲U̲C̲T̲I̲O̲N̲
This proposal for Life Cycle Cost (LCC) is covering
all services to AA as described in the Technical Proposal
chapter 7.12 and in Annex I.
2̲ ̲ ̲C̲O̲V̲E̲R̲A̲G̲E̲
After the expiration of the warranty periode all services
will continue under a separat maintenance contract
with baseline in the contents of Annex I.
3̲ ̲ ̲S̲T̲A̲F̲F̲I̲N̲G̲
CR will increase the already existing maintenance staff
in Germany in order to meet the requirement of this
proposal.
4̲ ̲ ̲C̲H̲A̲N̲G̲E̲S̲
If during system lifeline AA has the intension to
decrease the extent of the maintenance to be performed,
this will be subject for negotiations between the parties.
Life cycle cost after the Warranty Period (DKr, Jan.
84)
̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲
̲ ̲ ̲ ̲ ̲
FY 1 FY 2 FY 3 FY 4 FY 5
̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲
̲ ̲ ̲ ̲ ̲
On Site Maint. 2.642.976 2.642.976 2.642.976 2.642.976 2.642.976
Depot Repair 1.184.707 1.184.707 1.184.707 1.184.707 1.184.707
Field Support 289.296 192.864 96.432 -
-
̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲
̲ ̲ ̲ ̲ ̲
All items are budgetary prices and escallation items.
Price level Jan. 1984.
A P P E N D I X D
ANNEX V
ALTERNATIVE MAINTENANCE
PROPOSAL
TABLE OF CONTENTS
1 ALTERNATIVE MAINTENANCE ..........................
1.1 GENERAL ......................................
2 TRAINING OF AA TECHNICIANS .......................
2.1 PARTICIPATION ................................
2.2 COURSE OBJECTIVE .............................
2.3 COURSE CONTENTS ..............................
3 BACK-UP SUPPORT ..................................
3.1 SUPPORT AGREEMENT ............................
3.1.1 Repair ...................................
3.1.2 Field Support ............................
3.1.3 Software Support .........................
3.1.4 Engineering Change Proposals .............
3.1.5 Additional Spares ........................
4 PRICES ...........................................
1 A̲L̲T̲E̲R̲N̲A̲T̲I̲V̲E̲ ̲M̲A̲I̲N̲T̲E̲N̲A̲N̲C̲E̲
1.1 G̲E̲N̲E̲R̲A̲L̲
In order to meet the requiremnt for an alternative
maintenance solution where AA takes over all system
maintenance after the warranty has expired, CR can
offer:
o Training of AA Technicians
o CR back-up support
Furthermore, this appendix states the cost of training
to be given AA's software maintenance personnel, if
AA selects to do their own software maintenance.
2 T̲R̲A̲I̲N̲I̲N̲G̲ ̲O̲F̲ ̲A̲.̲A̲.̲ ̲T̲E̲C̲H̲N̲I̲C̲I̲A̲N̲S̲
CR will train AA's own technicians to a level enabling
them to perform all on site hardware maintenance after
warranty expiration.
The work to be performed is described in the Technical
Proposal Part 1, chapter 7.12.4
The following sections describe the applicable Hardware
Maintenance Course.
2.1 P̲A̲R̲T̲I̲C̲I̲P̲A̲T̲I̲O̲N̲
The Hardware Maintenance Course is intended for experienced
computer technicians, responsible for the appropriate
technical function of the system.
The course will be given once for a maximum of 6 students.
The duration will be 6 weeks. The course is held at
the customers site.
2.2 C̲O̲U̲R̲S̲E̲ ̲O̲B̲J̲E̲C̲T̲I̲V̲E̲
The course will provide training in maintaining the
system equipment.
2.3 C̲O̲U̲R̲S̲E̲ ̲C̲O̲N̲T̲E̲N̲T̲S̲
The computer technicians will during the course be
trained to:
- localize all faults in the CR80 system to module
level, replace the module, and verify normal operation
after the repair
- run maintenance diagnostic tests
- remote diagnostic capabilities
- cold and warm start of the system
- put the system into operation
- update the hardware according to Field Change Notices
- Implement new software releases in the operating
system
- report problems and document the symptoms.
In addition to the forementioned subjects, the technicians
will be introduced to:
- general system overview
- system operation
- software system architecture
- system software and utilities.
3 B̲A̲C̲K̲-̲U̲P̲ ̲S̲U̲P̲P̲O̲R̲T̲
Assuming that AA has procured the porposed spare parts
& tools & test equipment (included in line item 7 in
Cost Proposal), CR will set up a Support Agreement
ensuring AA all the necessary back-up support needed.
3.1 S̲U̲P̲P̲O̲R̲T̲ ̲A̲G̲R̲E̲E̲M̲E̲N̲T̲
The Support Agreement to be established will cover
the following major areas:
o Repair (Units/Modules)
o Field Support
o Software Support
o Engineering Change Proposals
o Additional Spares
3.1.1 R̲e̲p̲a̲i̲r̲
CR will act as repair depot to AA. All repair of defective
units and sub-assemblies will be covered by the Support
Agreement. It is assumed that AA's own technicians
shall not attempt to perform any repair below module
and sub-assembly level.
3.1.2 F̲i̲e̲l̲d̲ ̲S̲u̲p̲p̲o̲r̲t̲
In cases where AA needs CR's assisitance. Field Maintenance
Engineers will be available from CR's office. The Field
Maintenance Engineers will assist with Hardware trouble
shooting, implementation of system changes and supervision
of AA Personnel.
3.1.3 S̲o̲f̲t̲w̲a̲r̲e̲ ̲S̲u̲p̲p̲o̲r̲t̲
Software Support will consist of a combination of on-site
and on-plant activities. The proposed training wil
enable AA's technicians to collect documentation for
debugging such as disc dumps, memory dump and trace
outs.
This information shall be sent to CR who then will
correct the error. Implementation of the revised software
will be performed by AA's technicians.
It is assumed that AA already has the necessary tools
available.
3.1.4 E̲n̲g̲i̲n̲e̲e̲r̲i̲n̲g̲ ̲C̲h̲a̲n̲g̲e̲ ̲P̲r̲o̲p̲o̲s̲a̲l̲s̲
In order for AA to keep the system at the highest revision
level, CR will submit to AA all applicable change proposals.
These change proposals will be grouped as follows:
o Field Change Notice (FCN)
o Documentation Change Notice (DCN)
o Spare Part Change Notice (SPCN)
The FCN's and DCN's will cover software as well as
hardware.
In case that AA wishes to implement any of the proposed
changes CR will submit the actual change to the actual
prices.
3.1.5 A̲d̲d̲i̲t̲i̲o̲n̲a̲l̲ ̲S̲p̲a̲r̲e̲s̲
CR will deliver additional spare parts as required
from AA, under conditions stated in the main contract.
Spare parts will be quoted at actual price.
4 P̲R̲I̲C̲E̲S̲
The estimated Life Cycle Costs (LCC) are given in Table
4-1. The proposed hardware maintenance training, which
will take place at customer's site and will use AA
equipment for "hands-on" training, is priced as following:
Hardware Maintenance Course: Dkr. 970.264.-
Software Maintenance Course: Dkr. 713.088.-
L̲i̲f̲e̲ ̲C̲y̲c̲l̲e̲ ̲C̲o̲s̲t̲ ̲a̲f̲t̲e̲r̲ ̲t̲h̲e̲ ̲W̲a̲r̲r̲a̲n̲t̲y̲ ̲P̲e̲r̲i̲o̲d̲
̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲
̲ ̲ ̲ ̲ ̲ ̲
FY 1 FY 2 FY3 FY4 FY5
̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲
̲ ̲ ̲ ̲ ̲ ̲
Repair 1.184.707 1.184.707 1.184.707 1.184.707 1.184.707
Field Support 289.296 192.864 96.432 on req.*
on req.*
S/W Support 133.140 96.432 on request on req.* on req.*
Change Proposal 20.000 20.000 on request on req.*
on req.*
̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲ ̲
̲ ̲ ̲ ̲ ̲ ̲
* on req. = on request
LCC shown in this table reflects the Alternative Maintenance
described in Appendix D, Annex V.
All prices are budgettary and subject to escalation.
Price Level Jan. 1984.
TABLE 4-1
