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Support and Maintenance
Maintenance Support § § § Remote Maintenance, Monitoring and Support Note: This service requires that the mine has and maintains high speed data radios on all equipment to be monitored Technical Support Service: Email and phone access to Terralite XPS product support personnel to troubleshoot hardware and software related issues. Remote Access Service: Terralite XPS product support personnel can monitor customer systems remotely to assist customers with troubleshooting hardware and software issues Application support such as system configuration, installation and operational procedures
Software Maintenance § Software/Firmware Maintenance: Software/firmware service packs are available to update customer’s current major version of Terralite XPS products. Service packs include release notes and are provided as Ethernet and USB files. Service packs do not include upgrades to the next major version of the product which upgrades are offered and sold separately.
Data Review § § Log Files and Event Review: Review of data, including information on voltage, temperature, RTK, communication and XPS signal transmission, collected using Terralite constellation components. Note: This service requires that the mine has and maintains high speed data radios on all equipment to be monitored.
Constellation Review § Proactive Alignment of Constellation and Mine Plan: Trimble engineers will work with Customer to direct possible constellation changes to ensure proper coverage maximizing XPS signal utilization. Customer must supply a 3 -D short range (3 -6 month) mine plan in order to use this service. This service does not include labor or any on-site services; on-site service is available at then current daily service rate. Alignment and relocation service does not include moving the constellation to a new coverage area.
Quarterly Reports § Quarterly Status Reports: To include current constellation status, availability and any outstanding issues. These reports will outline the current status of the constellation including any equipment failures that may have happened. Key operational variables such as voltage, temperature, communications and availability will be included in this report.
On-Site Support § Quarterly Site Inspection/Service (three (3) days per visit maximum): On a scheduled quarterly basis, a Terralite XPS product support specialist will visit the site to inspect and/or service equipment covered under maintenance support. If any defects are found during the inspection, the support specialist will attempt to repair the defect. A purchase order may be required for parts or supplies used to accomplish the repair. The support specialist may deliver a quote for any items that need to be ordered and installed by the site. A report will be generated detailing what was found during the visit and inspection. If additional days over the allotted three (3) days per visit are required, they will be billed at then current daily service
Extended Hardware Warranty § § Site Spares: Trimble will stock the site with sufficient IX-100 and TX-100 units to ensure replacements for equipment covered by the Extended Hardware Warranty. The site is responsible for returning non-working equipment to Trimble via the RMA process in a prompt manner. Delays in returning equipment for repairs may affect the availability of site spares. Equipment Replacement for Products not Covered by the Extended Hardware Warranty: During the term of the maintenance support period, damaged hardware Products that are not covered under the Extended Hardware Warranty and are covered under the support agreement may be replaced by the Customer at the current list price for such Product less any site discount.
Response Times § § Response Times: All defects must be promptly communicated to Trimble’s account manager via e-mail. - Severity Level: Defects reported by Customer shall include a Severity Level designation as determined by Customer. If, within Trimble’s reasonable discretion, Customer’s Severity Level determination is inaccurate, said change shall be entered and Trimble shall notify Customer via e-mail. In the event that Trimble utilizes resources towards the response and/or resolution of a defect and it is later determined that said defect: (a) was not caused by the Products; or (b) is otherwise excluded from coverage under this Agreement; Trimble may charge Customer for all efforts and expenses incurred in responding and resolving said § Product defect, on a fee for service basis. § Severity Level designations consist of the five (5) classifications defined below:
Response Times § Target Response Time and Target Resolution Time: Each Severity Level designation shall have an accompanying Target Response Time and Target Resolution Time as summarized in the tables below. For the purposes of Response Time and Resolution Time calculations, time shall not accrue for: (a) periods where Trimble awaits additional information or diagnostic assistance from Customer; (b) periods where work on a Product defect has been suspended by mutual agreement of the parties (which shall not be unreasonably withheld).
Target Response Times
Expense Guidelines § § On-Site Working Hours: Daily service rates are valid for up to 8 hours, Monday – Friday (other than Special Public Holidays), during the day shift at customer’s mine location. - Overtime: For additional working hours above the maximum daily work hours, as well as working hours during the normal night shift or on weekends, a supplemental charge of US$XXX per hour worked will be applied. Work hours are calculated rounding up to the nearest hour. - Waiting time: On-site waiting time, regardless of the reason, is charged at a rate of US$XXXX per day. This includes delays due to weather, unsafe working conditions, political unrest, etc. Should weather conditions and/or visibility and/or any other factor create unsafe working conditions, work will be halted until conditions are judged to be safe. Trimble on-site staff shall be solely responsible for making such decisions.
Travel Guidelines § § Special Public Holidays: On special public holidays, including New year’s Day (January 1), President’s Day (February XX), Memorial Day (May XX), Independence Day (July 4), Labor Day (September XX), Thanksgiving Day (4 th Thursday in November) and Christmas Day (December 25), a supplemental charge of 100% will be applied to the normal daily rate. - Airfare: Air travel to and from the Customer site will be invoiced at cost, based on a business class ticket. - Lodging: Lodging costs shall be invoiced at cost and will not be subject to limitation imposed on “Other Travel Expenses. ” Where lodging is unavailable within a one-hour drive of the mine site, Customer shall provide executivelevel on-site lodging at the site. - Local Transportation: Costs and expenses for a rental vehicle appropriate for the environment will be invoiced at cost. Mileage will be charged at nominal IRS rates for use of Trimble fleet vehicles.
Travel Guidelines Continued § § § - Travel Time: Where the site location does not allow for continuous travel to or from the airport closest to the mine site necessitating a stopover in excess of 8 hours or an overnight stay in an interim location, such time will be invoiced at US$XXX per day. - Visas, Work Permits, Etc. : Customer is responsible for assisting Trimble in obtaining the necessary multiple entry visas and governmental work permits, where applicable. Standard travel time and travel expenses to obtain these permissions will apply as outlined in these guidelines. - Other Travel Expenses: Other costs related to travel that are not explicitly outlined in these guidelines or provided for in the Agreement will be invoiced at cost subject to a maximum per day charge of US$XX person.
Customer Responsibilities § § 1. Network Connectivity: Customer to provide wireless Ethernet connectivity, i. e. , MESH, 802. 11 or similar at each location. Customer to provide redundant connectivity for the integrity monitor when co-located at the reference station location. 2. Site Access: Customer to provide access to mine site and transportation for the Trimble personnel to carry out the services outlined herein. 3. Installation Access: Customer will maintain road access to the infrastructure locations. 4. Mine Plan: Customer to provide documentation and make staff available on a semi-annual basis for the purposes of proactive planning.
Customer Responsibilities Continued § § § 5. Network Access: Trimble staff will access the system components for firmware updates, diagnostics and troubleshooting. Customer will provide remote network connectivity via a networking method of Customer’s choice to both infrastructure and machine-mounted equipment. 6. Secure Office Location: Customer will provide a secure office location for Trimble staff for the duration of the Agreement. This location will be used by Trimble to house equipment and to monitor the system. 7. Non-Solicit: Customer agrees that they will not solicit employees from Trimble staff without the consent of the Trimble Mining Solutions General Manager.
Maintenance § § Device values XPS Signals GNSS Signals Network
MX, IX XPS Signal Values § § § Receiver XPS SS value should be greater than 102 Receiver XPS AG value should be greater than 100 XPS Base XPS SS value should be greater than 102 XPS Base XPS AG value should be greater than 100 The XPS AG minimum value is a configurable value. The default minimum value is 100 and should not be changed.
GNSS Signal Values MX and TX GNSS L 1 values should be greater than 10 MX and TX GNSS L 2 values should be greater than 5 IX L 1 values need to be greater than 10 IX L 2 values need to be greater than 5
MX and IX Receiver Values The RTK Uptime should be close to the CPU Uptime. If it is not then the RTK engine has restarted. The Temperature should be under 60 Degrees Celsius. The Voltage should be in between 10 and 34 volts. The Rco. Rate should be between -3 and 3 Osc. Adj has no defined boundaries
TX Receiver Values The RTK Uptime should be close to the CPU Uptime. If it is not then the RTK engine has restarted. The Temperature should be under 60 Degrees Celsius. The Voltage should be in between 10 and 14 volts. The Rco. Rate should be between 296. 7 and 302. 7 Osc. Adj has no defined boundaries
Home Page § § Found no disk for data logging. . . This could would most likely be caused by a dislodged card or corruption. Connecting mode… This can be caused by insufficient signals, inability to communicate with the AX 100 G, Network issues, Configuration or the RTK Engine stopped.
RTK Correction § Packets should be received every second. Packet Throughput should be 99. 5+ % We do not want to see many entries for the 3+ second category.
Temperature and Voltage
Terralite Visibility Stats
RTK Packet Statistics