Dependability management - Part 3-16: Application guide - Guidelines for specification of maintenance support services

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.

Zuverlässigkeitsmanagement - Teil 3-16: Anwendungsleitfaden - Anleitung zur Spezifikation der Dienstleistungen für die Instandhaltungsunterstützung

Gestion de la sûreté de fonctionnement - Partie 3-16: Guide d'application - Lignes directrices pour la spécification des services de support de maintenance

La CEI 60300-3-16:2008 décrit un cadre de travail pour la spécification des services liés au support de maintenance des produits, systèmes et équipements qui sont effectués pendant la phase d'utilisation et de maintenance. Le but de cette norme est de souligner, de manière générique, le développement des accords pour les services de support de maintenance, de même que les lignes directrices pour la gestion et le contrôle de ces accords par l'entreprise et le fournisseur de service.

Upravljanje zagotovljivosti - 3-16. del: Navodilo za uporabo - Smernice za specificiranje storitev za podporo vzdrževanju (IEC 60300-3-16:2008)

General Information

Status
Published
Publication Date
13-Nov-2008
Technical Committee
Drafting Committee
Parallel Committee
Current Stage
6060 - Document made available
Due Date
14-Nov-2008
Completion Date
14-Nov-2008

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SLOVENSKI STANDARD
SIST EN 60300-3-16:2009
01-januar-2009
Upravljanje zagotovljivosti - 3-16. del: Navodilo za uporabo - Smernice za
specificiranje storitev za podporo vzdrževanju (IEC 60300-3-16:2008)
Dependability management - Part 3-16: Application guide - Guidelines for the
specification of maintenance support services (IEC 60300-3-16:2008)
Zuverlässigkeitsmanagement - Teil 3-16: Anwendungsleitfaden - Anleitung zur

Spezifikation der Dienstleistungen für die Instandhaltungsunterstützung (IEC 60300-3-

16:2008)

Gestion de la sûreté de fonctionnement - Partie 3-16: Guide d'application - Lignes

directrices pour la spécification des services de support de maintenance (CEI 60300-3-

16:2008)
Ta slovenski standard je istoveten z: EN 60300-3-16:2008
ICS:
03.120.01 Kakovost na splošno Quality in general
21.020 =QDþLOQRVWLLQQDþUWRYDQMH Characteristics and design of
VWURMHYDSDUDWRYRSUHPH machines, apparatus,
equipment
SIST EN 60300-3-16:2009 en,fr

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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SIST EN 60300-3-16:2009
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SIST EN 60300-3-16:2009
EUROPEAN STANDARD
EN 60300-3-16
NORME EUROPÉENNE
November 2008
EUROPÄISCHE NORM
ICS 03.100.40; 03.120.01
English version
Dependability management -
Part 3-16: Application guide -
Guidelines for specification of maintenance support services
(IEC 60300-3-16:2008)
Gestion de la sûreté de fonctionnement - Zuverlässigkeitsmanagement -
Partie 3-16: Guide d'application - Teil 3-16: Anwendungsleitfaden -
Lignes directrices pour la spécification Anleitung zur Spezifikation
des services de support de maintenance der Dienstleistungen
(CEI 60300-3-16:2008) für die Instandhaltungsunterstützung
(IEC 60300-3-16:2008)

This European Standard was approved by CENELEC on 2008-11-01. CENELEC members are bound to comply

with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this European Standard

the status of a national standard without any alteration.

Up-to-date lists and bibliographical references concerning such national standards may be obtained on

application to the Central Secretariat or to any CENELEC member.

This European Standard exists in three official versions (English, French, German). A version in any other

language made by translation under the responsibility of a CENELEC member into its own language and notified

to the Central Secretariat has the same status as the official versions.

CENELEC members are the national electrotechnical committees of Austria, Belgium, Bulgaria, Cyprus, the

Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia,

Lithuania, Luxembourg, Malta, the Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain,

Sweden, Switzerland and the United Kingdom.
CENELEC
European Committee for Electrotechnical Standardization
Comité Européen de Normalisation Electrotechnique
Europäisches Komitee für Elektrotechnische Normung
Central Secretariat: rue de Stassart 35, B - 1050 Brussels

© 2008 CENELEC - All rights of exploitation in any form and by any means reserved worldwide for CENELEC members.

Ref. No. EN 60300-3-16:2008 E
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SIST EN 60300-3-16:2009
EN 60300-3-16:2008 – 2 –
Foreword

The text of document 56/1271/FDIS, future edition 1 of IEC 60300-3-16, prepared by IEC TC 56,

Dependability, was submitted to the IEC-CENELEC parallel vote and was approved by CENELEC as

EN 60300-3-16 on 2008-11-01.
The following dates were fixed:
– latest date by which the EN has to be implemented
at national level by publication of an identical
national standard or by endorsement (dop) 2009-08-01
– latest date by which the national standards conflicting
with the EN have to be withdrawn (dow) 2011-11-01
Annex ZA has been added by CENELEC.
__________
Endorsement notice

The text of the International Standard IEC 60300-3-16:2008 was approved by CENELEC as a European

Standard without any modification.

In the official version, for Bibliography, the following note has to be added for the standard indicated:

In the official version, for Bibliography, the following notes have to be added for the standards indicated:

ISO 9000 NOTE Harmonized as EN ISO 9000:2005 (not modified).
__________
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SIST EN 60300-3-16:2009
– 3 – EN 60300-3-16:2008
Annex ZA
(normative)
Normative references to international publications
with their corresponding European publications

The following referenced documents are indispensable for the application of this document. For dated

references, only the edition cited applies. For undated references, the latest edition of the referenced

document (including any amendments) applies.

NOTE When an international publication has been modified by common modifications, indicated by (mod), the relevant EN/HD

applies.
Publication Year Title EN/HD Year
1) 2)
IEC 60300-3-2 - Dependability management - EN 60300-3-2 2005
Part 3-2: Application guide - Collection of
dependability data from the field
1) 2)
IEC 60300-3-3 - Dependability management - EN 60300-3-3 2004
Part 3-3: Application guide - Life cycle costing
IEC 60300-3-10 - Dependability management - - -
Part 3-10: Application guide - Maintainability
1) 2)
IEC 60300-3-12 - Dependability management - EN 60300-3-12 2004
Part 3-12: Application guide - Integrated
logistic support
1) 2)
IEC 60300-3-14 - Dependability management - EN 60300-3-14 2004
Part 3-14: Application guide - Maintenance
and maintenance support
1) 2)
IEC 60706-2 - Maintainability of equipment - EN 60706-2 2006
Part 2: Maintainability requirements and
studies during the design and development
phase
1) 2)
IEC 62402 - Obsolescence management - Application EN 62402 2007
guide
Undated reference.
Valid edition at date of issue.
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SIST EN 60300-3-16:2009
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SIST EN 60300-3-16:2009
IEC 60300-3-16
Edition 1.0 2008-10
INTERNATIONAL
STANDARD
NORME
INTERNATIONALE
Dependability management –
Part 3-16: Application guide – Guidelines for specification of maintenance
support services
Gestion de la sûreté de fonctionnement –
Partie 3-16: Guide d’application – Lignes directrices pour la spécification des
services de support de maintenance
INTERNATIONAL
ELECTROTECHNICAL
COMMISSION
COMMISSION
ELECTROTECHNIQUE
PRICE CODE
INTERNATIONALE
CODE PRIX
ICS 03.100.40; 03.120.01 ISBN 2-8318-1000-6
® Registered trademark of the International Electrotechnical Commission
Marque déposée de la Commission Electrotechnique Internationale
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SIST EN 60300-3-16:2009
– 2 – 60300-3-16 © IEC:2008
CONTENTS

FOREWORD...........................................................................................................................3

INTRODUCTION.....................................................................................................................5

1 Scope...............................................................................................................................6

2 Normative references .......................................................................................................6

3 Terms, definitions and acronyms ......................................................................................7

3.1 Terms and definitions ..............................................................................................7

3.2 Acronyms ................................................................................................................8

4 Specification of maintenance support services .................................................................8

4.1 Purpose of using maintenance support services ......................................................8

4.2 Types of maintenance support services...................................................................9

4.3 Basic maintenance support agreements ................................................................10

4.3.1 Maintenance labour ...................................................................................10

4.3.2 Spare parts................................................................................................10

4.3.3 Training .....................................................................................................10

4.3.4 Repairs and overhauls...............................................................................10

4.3.5 Refurbishment and modifications ...............................................................11

4.4 Limited service agreements...................................................................................11

4.5 Long term service agreements ..............................................................................11

4.5.1 Purpose.....................................................................................................11

4.5.2 Scope of a LTSA .......................................................................................12

4.5.3 Performance guarantees ...........................................................................12

4.6 Life cycle aspects..................................................................................................12

4.6.1 Design and development phase.................................................................12

4.6.2 Operation and maintenance phase ............................................................13

4.6.3 Obsolescence............................................................................................13

5 Preparation of service agreements .................................................................................13

5.1 Management responsibility ....................................................................................13

5.2 Process for selecting a service provider ................................................................13

5.3 Purpose of a maintenance support service agreement...........................................14

5.4 Preparation of a maintenance agreement ..............................................................14

5.5 Agreement structure and elements ........................................................................14

6 Management of maintenance agreements.......................................................................15

6.1 General .................................................................................................................15

6.2 Communication .....................................................................................................15

6.3 Monitoring of agreement........................................................................................15

Annex A (informative) Check-list for agreement structure and elements...............................16

Bibliography..........................................................................................................................22

Figure 1 – Interrelationship between types of maintenance support services...........................

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SIST EN 60300-3-16:2009
60300-3-16 © IEC:2008 – 3 –
INTERNATIONAL ELECTROTECHNICAL COMMISSION
____________
DEPENDABILITY MANAGEMENT –
Part 3-16: Application guide –
Guidelines for specification of maintenance support services
FOREWORD

1) The International Electrotechnical Commission (IEC) is a worldwide organization for standardization comprising

all national electrotechnical committees (IEC National Committees). The object of IEC is to promote

international co-operation on all questions concerning standardization in the electrical and electronic fields. To

this end and in addition to other activities, IEC publishes International Standards, Technical Specifications,

Technical Reports, Publicly Available Specifications (PAS) and Guides (hereafter referred to as “IEC

Publication(s)”). Their preparation is entrusted to technical committees; any IEC National Committee interested

in the subject dealt with may participate in this preparatory work. International, governmental and non-

governmental organizations liaising with the IEC also participate in this preparation. IEC collaborates closely

with the International Organization for Standardization (ISO) in accordance with conditions determined by

agreement between the two organizations.

2) The formal decisions or agreements of IEC on technical matters express, as nearly as possible, an international

consensus of opinion on the relevant subjects since each technical committee has representation from all

interested IEC National Committees.

3) IEC Publications have the form of recommendations for international use and are accepted by IEC National

Committees in that sense. While all reasonable efforts are made to ensure that the technical content of IEC

Publications is accurate, IEC cannot be held responsible for the way in which they are used or for any

misinterpretation by any end user.

4) In order to promote international uniformity, IEC National Committees undertake to apply IEC Publications

transparently to the maximum extent possible in their national and regional publications. Any divergence

between any IEC Publication and the corresponding national or regional publication shall be clearly indicated in

the latter.

5) IEC provides no marking procedure to indicate its approval and cannot be rendered responsible for any

equipment declared to be in conformity with an IEC Publication.

6) All users should ensure that they have the latest edition of this publication.

7) No liability shall attach to IEC or its directors, employees, servants or agents including individual experts and

members of its technical committees and IEC National Committees for any personal injury, property damage or

other damage of any nature whatsoever, whether direct or indirect, or for costs (including legal fees) and

expenses arising out of the publication, use of, or reliance upon, this IEC Publication or any other IEC

Publications.

8) Attention is drawn to the Normative references cited in this publication. Use of the referenced publications is

indispensable for the correct application of this publication.

9) Attention is drawn to the possibility that some of the elements of this IEC Publication may be the subject of

patent rights. IEC shall not be held responsible for identifying any or all such patent rights.

International Standard IEC 60300-3-16 has been prepared by IEC technical committee 56:

Dependability.
The text of this standard is based on the following documents:
FDIS Report on voting
56/1271/FDIS 56/1290/RVD

Full information on the voting for the approval of this standard can be found in the report on

voting indicated in the above table.

This publication has been drafted in accordance with the ISO/IEC Directives, Part 2.

A list of all parts of the IEC 60300 series, under the general title Dependability management

can be found on the IEC website.
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SIST EN 60300-3-16:2009
– 4 – 60300-3-16 © IEC:2008

The committee has decided that the contents of this publication will remain unchanged until

the maintenance result date indicated on the IEC web site under "http://webstore.iec.ch" in

the data related to the specific publication. At this date, the publication will be

• reconfirmed,
• withdrawn,
• replaced by a revised edition, or
• amended.
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SIST EN 60300-3-16:2009
60300-3-16 © IEC:2008 – 5 –
INTRODUCTION
The use of maintenance agreements is now a common means of providing maintenance

support services to owners and operators of products, systems and equipment. These

services may be included in the initial design and development phase but they may also be

considered and implemented during the operation and maintenance phase.

Specification of maintenance support services requires not only the preparation of an

agreement but also management and monitoring of services during its implementation.

Agreements may be informal arrangements between the two parties or they may entail a

formal contract. Maintenance support services can range in scope from simple ones that

might entail repair of a specific type of item to long term, inclusive arrangements with

guarantees based on a relevant measure of performance.

The agreement must address responsibilities of both the service provider and the company

(and possibly the responsibilities of any warrantee service provided, if another company is

involved) with respect to scope and level of services, technical arrangements, organizational

arrangements, commercial aspects, legal obligations and contractual requirements. This

standard deals only with the service aspects of the agreement and not with legal or

contractual requirements.
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SIST EN 60300-3-16:2009
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DEPENDABILITY MANAGEMENT –
Part 3-16: Application guide –
Guidelines for specification of maintenance support services
1 Scope

This part of IEC 60300 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.

This standard is intended for use by a wide range of suppliers, maintenance support

organizations and users and can be applied to all items. For consistency in this standard, the

user, operator and owner are referred to as the company and the organization or vendor

providing the maintenance support service is called the service provider.

This standard is applicable to items, which include all types of products, equipment and

systems (hardware and software). Most of these require a certain level of maintenance to

ensure that their required functionality, dependability, capability, economic, safety and

regulatory requirements are achieved.

NOTE For consistency, this standard will use the term “item” as defined in 3.1.4, except where the context

requires otherwise.
2 Normative references

The following referenced documents are indispensable for the application of this document.

For dated references, only the edition cited applies. For undated references, the latest edition

of the referenced document (including any amendments) applies.

IEC 60300-3-2, Dependability management – Part 3-2: Application guide – Collection of

dependability data from the field

IEC 60300-3-3, Dependability management – Part 3-3: Application guide – Life cycle costing

IEC 60300-3-10, Dependability management – Part 3-10: Application guide – Maintainability

IEC 60300-3-12, Dependability management – Part 3-12: Application guide – Integrated

logistic support

IEC 60300-3-14, Dependability management – Part 3-14: Application guide – Maintenance

and maintenance support

IEC 60706-2, Maintainability of equipment – Part 2: Maintainability requirements and studies

during the design and development phase
IEC 62402, Obsolescence management – Application guide
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60300-3-16 © IEC:2008 – 7 –
3 Terms, definitions and acronyms

For the purposes of this document, the following terms, definitions and acronyms apply.

3.1 Terms and definitions
3.1.1
company

recipient of a maintenance support service provided by the maintenance support service

provider
3.1.2
corrective maintenance

maintenance carried out after fault recognition and intended to put an item into a state in

which it can perform a required function

NOTE In French, the term “dépannage” sometimes implies a provisional restoration.

[IEV 191-07-08:1990]
3.1.3
integrated logistic support
ILS

management method by which all the logistic support services required by a customer can be

brought together in a structured way and in harmony with a product
3.1.4
item
entity

any part, component, device, subsystem, functional unit, equipment or system that can be

individually considered

NOTE 1 An item may consist of hardware, software or both, and may also, in particular cases, include people.

NOTE 2 In French the term “entité” is preferred to the term “dispositif” due to its more general meaning. The term

“dispositif” is also the common equivalent to the English term “device”.
NOTE 3 In French the term “individu” is used mainly in statistics.

NOTE 4 A number of items, e.g. a population of items or a sample, may itself be considered as an item.

NOTE 5 A software item may be source code, object code, job control code, control code or a collection of these

items.
[IEV 191-01-01:1990, modified]
3.1.5
maintenance

combination of all technical and administrative actions, including supervision actions,

intended to retain an item in, or restore it to, a state in which it can perform a required

function
[IEV 191-07-01:1990]
3.1.6
maintenance action
maintenance task
sequence of elementary maintenance activities carried out for a given purpose

NOTE Examples are fault diagnosis, fault localization, function check-out, or combinations thereof.

[IEV 191-07-18:1990]
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SIST EN 60300-3-16:2009
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3.1.7
maintenance concept

interrelationship between the maintenance echelons, the indenture levels and the levels of

maintenance to be applied for the maintenance of an item
3.1.8
maintenance policy

general approach to the provision of maintenance and maintenance support based on the

objectives and policies of owners, users and customers
3.1.9
maintenance support

resources required to maintain an item, under a given maintenance concept and guided by a

maintenance policy

NOTE Resources include human resources, support equipment, materials and spare parts, maintenance facilities,

documentation, information and maintenance information systems.
3.1.10
preventive maintenance

maintenance carried out at predetermined intervals or according to prescribed criteria and

intended to reduce the probability of failure or the degradation of the functioning of an item

NOTE 1 Preventive maintenance includes condition-based tasks that consist of condition monitoring, inspection

and functional testing.

NOTE 2 Predetermined intervals apply to repair or replacement that are carried out at specific intervals such as

elapsed time, operating hours, distance, number of cycles or other relevant measures.

[IEV 191-07-07:1990, modified]
3.1.11
service provider

party (e.g. internal or external organization, manufacturer, etc.) that has agreed to undertake

responsibility for providing a given maintenance support service and obtaining, when specified,

supplies in accordance with an agreement
NOTE This may include the provision of a consultancy service.
3.2 Acronyms
ILS integrated logistic support
LTSA long term service agreement
SLA service level agreement
RCM reliability centred maintenance
4 Specification of maintenance support services
4.1 Purpose of using maintenance support services
Many organizations and users of products, systems and equipment may require the

assistance of internal or external service providers for maintenance support during the

operation and maintenance phase of the life cycle. Many of these services involve an

agreement that details the services being provided and how they are to be managed,

monitored and controlled.

Some of these services are short-term and limited in their scope of application. Other services

continue for a longer time period and may involve guarantees of performance related to

customer requirements. The latter necessitate a more complicated agreement and ongoing

management and monitoring between the parties.
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SIST EN 60300-3-16:2009
60300-3-16 © IEC:2008 – 9 –
The reasons for obtaining maintenance support services may include:
– to optimize availability;
– to reduce costs or achieve cost stability;
– a lack of available expertise and resources by customer or user;
– low frequency of maintenance activities;

– lower costs due to economies of scale that can be achieved by a service provider;

– higher level of expertise available from equipment manufacturers and third parties.

4.2 Types of maintenance support services

Externally provided maintenance support services can be divided into three major categories:

– basic maintenance support agreements;
– limited service agreements;
– long term service agreements (LTSA).

The interrelationship between these types of services is illustrated in Figure 1.

Long term
service agreements
Limited service agreements
Basic maintenance support agreements
Refurbishment
Maintenance Spare Training Repairs and
labor parts overhauls and modifications
IEC 1566/08
Figure 1 – Interrelationship between types of maintenance support services

Typically, the lowest level of maintenance support service is provided on the basis of a

specific need, normally for a specific type or manufacturer of hardware and software.

Manufacturers traditionally provide these basic services to support their off-the-shelf

products. Limited service agreements and LTSAs are generally applicable to major

equipment, systems or facilities. They consist of many of the service components at the

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SIST EN 60300-3-16:2009
– 10 – 60300-3-16 © IEC:2008

lowest level but in addition, include performance guarantees and a specifically tailored

agreement.
4.3 Basic maintenance support agreements
4.3.1 Maintenance labour

External service providers may supply maintenance staff who have specified skills to carry out

preventive or corrective maintenance tasks. These skills also include work-related activities

such as safety and environmental procedures. A single expert or a larger number of workers

may be provided along with the necessary supervision.

Maintenance staff will have maintenance-related skills and qualifications that might include:

– basic labour skills;

– trades qualifications such as millwright, mechanic, electrical or instrumentation with

certification as required;
– operation of special tools and support equipment;
– equipment-specific knowledge (hardware and software);
– manufacturer-specific knowledge; and
– other specialized knowledge, training and experience.
4.3.2 Spare parts

Spare parts and other materials needed for maintenance are available not only from the

original equipment manufacturer but often also from other sources. The specifications and

quality of the spare parts and materials are determined by the original equipment

manufacturer and also based on their operational environment and use. Ensuring that this

quality is met is a shared responsibility between the manufacturer of the spare parts and the

company unless transferred by contract to the service provider.
4.3.3 Training

Many manufacturers of more complex items will offer training on operation and maintenance

of their equipment. This training may be held at the manufacturer or facilities operated by the

company. The use of specialized tools and support equipment may be a major focus of the

training.
4.3.4 Repairs and overhauls

A very common maintenance support service is the repair or overhaul of item. The item may

undergo a repair by replacement only of a failed component. An overhaul is done with the

intent of restoring it to virtually new condition or upgrading the item. Some type of warranty

may be included in the agreement to protect the company against the consequences of

premature failures caused by the overhaul or repair.

For smaller items, the process is straightforward and the repaired item may not be returned to

the original company. It may instead become part of an exchange program.

With a major piece of equipment, the scope of the repair tasks may depend on its condition

which can only be determined after disassembly.

The repairs or overhauls are normally carried out in a special repair shop fully staffed and

equipped to complete them in the most efficient manner possible with strict quality processes.

However, for large items that are difficult to transport, the work may be done on site.

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4.3.5 Refurbishment and modifications

Refurbishment usually applies to major items and may involve improvements in functionality

such as output and efficiency. Modifications may be implemented which are not necessarily

related to maintenance needs. Refurbishment may be performed close to the normal end of

an item’s life to extend it for a longer time period.
4.4 Limited service agreements

It may be advantageous for a company to establish an agreement with a service provider or

equipment manufacturer that entails a more comprehensive set of maintenance support

services. These agreem
...

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