ISA Certified Automation Professional (CAP) program

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Certified Automation Professionals (CAPs) are responsible for the direction, design, and deployment of systems and equipment for manufacturing and control systems.

CAP question

On-call contract maintenance done by a third party BEST describes

A. equipment or system audits.
B. service level agreements (SLAs).
C. system utilization services.
D. preventative maintenance.

CAP Answer

The answer is B: “service level agreements (SLAs)”. A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider. SLAs are output-based in that their purpose is specifically to define what the customer will receive.

An SLA for on-call mainenance would address issues such as response time, stocking of spare parts, minimum qualifications for service providers, and resolution reporting and documentation.

Other items typically addressed in SLA’s are fees and payment terms, customer responsibilities (providing access to equipment, plant safety training, etc.), and agreement benchmarks and contract termination.

Reference: Trevathan, Vernon L., A Guide to the Automation Body of Knowledge, 2nd Ed., 2006