Page 335 - Tech handbook 2019 rev 6 whyperlinks

Asset Performance Management Center and Training Department

Document: 1.0 Title: APMC Support Date: 12.23.19 Revision 0.0

Prepared by: Jeremy Reviewed by:, Training Approved By: Vice Effective Date: 1.1.20
Webb, Technical and Technical Service President, Product
Services Manger Support & Sales
Engineer/Trainer

Policy: APMC technical support staff to provide remote technical support to internal
and external customers using myPlant, SES, customer.innio.com, and any other
available resource.

Purpose: The purpose of this document is to outline the process required to adhere to the
APMC remote support policy of internal and external customers.

Scope: This document applies to APMC remote support engineers.

Responsibilities:

It is each support engineer’s responsibility to ensure this policy is adhered to by
following the procedure as outlined in this document under section titled
“Procedure”.
Definitions: APMC- Asset Performance Management

PO- Purchase Order
GL- General Labor

456S- Invoicing for Internal Remote Support
456T- Invoicing for External Remote Support

External Customer- End user of an asset (Operator or Owner)

Internal Customer- Anyone employed by NES-WES or Penn Power Group

Green calendar appointment- Active job

Yellow calendar appointment- Job completed by engineer with data attached

Red calendar appointment- Job completed by admin and invoiced

Procedure: External Technical Support

- External customer calls or emails APMC for remote support.

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