TS EN 60300-3-16

TS EN 60300-3-16 is an application guide for specifying maintenance support services for products, systems and equipment during the operation and maintenance phase. Within dependability management, it explains the framework for defining these services and organising them between the customer organisation and the service provider.

Why maintenance support services are treated as a separate topic

In general technical practice, maintenance support services include activities such as fault response, spare parts management, technical help, coordination of planned maintenance, feedback handling, and service-level oversight. These are not the maintenance tasks alone, but the organisational and logistical functions that make maintenance timely, traceable and effective. Clear definition of scope, responsibilities and monitoring arrangements is important for equipment availability, operational continuity and service quality.

What this standard provides

The scope of this standard is to provide a generic framework for developing agreements related to maintenance support services. It also gives guidance for managing and monitoring those agreements by both the company and the service provider. In practice, this helps align technical performance, service expectations, communication routines and review methods around a common structure. Rather than prescribing a specific maintenance strategy, it supports a systematic way to define and govern the service arrangement.

• Applies to products, systems and equipment in the operational phase.
• Focuses on turning maintenance support needs into service specifications.
• Gives general guidance for agreement management and monitoring.
• Addresses the support organisation as well as the maintenance activity itself.