EN 60300-3-16:2008

FOREWORD
INTRODUCTION
1 Scope
2 Normative references
3 Terms, definitions and acronyms
  3.1 Terms and definitions
  3.2 Acronyms
4 Specification of maintenance support services
  4.1 Purpose of using maintenance support services
  4.2 Types of maintenance support services
  4.3 Basic maintenance support agreements
      4.3.1 Maintenance labour
      4.3.2 Spare parts
      4.3.3 Training
      4.3.4 Repairs and overhauls
      4.3.5 Refurbishment and modifications
  4.4 Limited service agreements
  4.5 Long term service agreements
      4.5.1 Purpose
      4.5.2 Scope of a LTSA
      4.5.3 Performance guarantees
  4.6 Life cycle aspects
      4.6.1 Design and development phase
      4.6.2 Operation and maintenance phase
      4.6.3 Obsolescence
5 Preparation of service agreements
  5.1 Management responsibility
  5.2 Process for selecting a service provider
  5.3 Purpose of a maintenance support service agreement
  5.4 Preparation of a maintenance agreement
  5.5 Agreement structure and elements
6 Management of maintenance agreements
  6.1 General
  6.2 Communication
  6.3 Monitoring of agreement
Annex A (informative) - Check-list for agreement structure
        and elements
Bibliography
Annex ZA (normative) - Normative references to international
         publications with their corresponding European
         publications

IEC 60300-3-16:2008 describes a framework for the specification of services related to the maintenance support of products, systems and equipment that are carried out during the operation and maintenance phase. The purpose of this standard is to outline, in a generic manner, the development of agreements for maintenance support services as well as guidelines for the management and monitoring of these agreements by both the company and the service provider.