Support Options

EtaPRO(tm) 3-tiered technical support program General Physics is pleased to offer our EtaPRO customers a comprehensive, yet flexible technical support program called Performance Plus+™. Our customers told us they want to be able to structure their EtaPRO support plan to meet their specific needs and help them get the most out of their EtaPRO and PI investment. In response, GP developed Performance Plus+™, a three-tiered technical support program that allows you to use GP's technical experts to your advantage.

Tier 1 - Basic Software Support

Tier 1 of the program is Basic Software Support, which allows you to receive unlimited telephone support, e-mail assistance, software problem reporting, defect fixes, and new software releases. This level of support is intended for customers who wish to handle EtaPRO system administration and upgrades with internal resources. Addition of new features, displays, and reports are not covered in Basic Software Support. When a PI system is supplied as part of an EtaPRO system under GP's new data partner arrangement with OSIsoft, GP can also offer to renew the OSIsoft Technical Support Agreement (TSA)—Software Reliance Program—as part of Basic Software Support coverage for the same 12 month period. The benefits of renewing the OSIsoft TSA are as follows:

Continuous upgrades and enhancements
Replacement of obsolete interfaces
Efficient and cost-effective maintenance
24/7 worldwide support by phone, e-mail or the Internet
Three Users Conference admissions for the price of two
Free PI System Managers Update class
Free updated computer-based training kit
Developers Network Web site access
Developers Feedback Forum participation

Tier 2 - Total System Management/Maintenance Services

This support tier is intended for customers who prefer to outsource EtaPRO system administration. With Total System Management/Maintenance Services, GP will maintain your EtaPRO/PI system in top condition with minimal site assistance. You will have total freedom to direct our efforts to meet your everyday needs. Total System Management/Maintenance Services includes all the services under Tier 1, plus:

EtaPRO software management (backups and software upgrades).
EtaPRO System configuration management (backups and repairs).
Detection and notification of bad inputs (plus workarounds when instrument maintenance may be delayed).
EPReporter™ software management (backups and software upgrades).
EPTrendSetter™ software management (backups and software upgrades).
EPTest™ software management (backups and software upgrades).
Virtual Plant™ software management (backups and software upgrades).
Daily review (Monday through Friday, 8:30 AM - 5:00 PM, EST) of Automated System Status Report.
Quarterly report summarizing support activities.
One seat in EtaPRO open enrollment System Administrator or Advanced Power User Training.
Three EtaPRO Users Conference admissions for the price of two.

If elected as part of Total System Management/Maintenance Services, PI Maintenance Services includes all the services under Tier 1, plus:

PI software management (tag settings and archive maintenance)
PI data interface maintenance (verification of data transfer and troubleshooting).

Total System Management/Maintenance Services and PI Maintenance Services are offered on an annual basis.

Configuration Services

Using Configuration Services, GP can perform specific tasks on an "as-requested" basis. We'll add any new calculations, reports, or displays you may need from time to time. Need a new shift report for the Operations Manager? Call us and we'll make it happen. Want to monitor a new pump's performance? We'll put in the calculations, build the display, design the report, test everything, and turn it over to you for your review.

Configuration Services may include, but are not limited to:

Adding, deleting, and updating data points in EtaPRO and PI.
Building new displays.
Designing new reports and implementing them in EPReporter.
Adding a new fuel analysis.
Monitoring new equipment (implementing calculations, display, and report).
Editing existing displays and reports.

Configuration Services are offered in multiple 40-hour "blocks" payable in advance and can be added to your existing support contract at any time. Up to one-half of any unused hours may be carried forward to the following year.

Tier 3 - Virtual Performance Engineering

This level of support is designed for customers who do not have ready access to power plant performance specialists. GP maintains a staff of experienced thermal performance experts who can provide insight into the way your plant is operating. With Virtual Performance Engineering, GP takes a proactive approach to finding and diagnosing equipment and instrumentation problems. Every month (or other frequency of your choice), one of GP's experts will login to your EtaPRO system to audit plant operation and major component performance. You will receive a brief summary report highlighting opportunities and areas of equipment concern e-mailed or faxed directly to you. Everyday, our experts work with different power plants throughout the world. You can put this experience to work for you with our Virtual Performance Engineering service.

Virtual Performance Engineering is priced on a fixed-cost basis per unit audit, with a one-time setup charge per site. Virtual Performance Engineering is offered on an annual basis and may be purchased in combination with the first two tiers of support or separately.

Choosing a Plan That's Right for You

If you'd like to maintain your own EtaPRO/PI system with periodic assistance from GP and want to receive free software releases that you install yourself, Basic Software Support will meet your needs. On the other hand, if you'd like GP to do periodic maintenance on your system to keep it humming along, the Total System Management/Maintenance Services are a good addition to Basic Software Support. You can also have GP provide reports, displays, and new calculations by purchasing blocks of Configuration Services under this tier. Lastly, with Virtual Performance Engineering, GP can apply our understanding of power plant operations and performance to help you improve plant heat rate and capacity.