Service agreements: creating superior value for our customers
How do we ensure technology at the world's largest, most complex infrastructures operates efficiently for decades while supporting energy transition and decarbonization? Through comprehensive service agreements and steadily expanding offerings, we leverage our expertise and unique understanding of customers' evolving needs to deliver future-proof solutions.
Web Story
5min
2025-07-07
In today's rapidly evolving industrial landscape, customers face intense pressure to optimize performance, reduce downtime, and meet ambitious sustainability targets. The challenges are real: aging equipment, limited spare parts, and inadequate support can all increase the risk of costly downtime. These challenges also present opportunities - by keeping equipment up-do-date, industrial customers can boost the safety, reliability and productivity of their own operations.
This is where ABB steps in. Through managing the entire lifecycle of a technology, we help customers maintain high levels of productivity, reduce operational risks, and achieve their performance and sustainability objectives.
Industrial service support spans industries from electrification and motors and drives to robotics and process automation, offering everything from preventive and predictive maintenance to asset health and full system modernization. Each agreement is customized to maximize asset performance and extend equipment life.
Service supporting energy transition and decarbonization
As industries accelerate their sustainability efforts, we are evolving service offerings to support the energy transition. For example, ABB Navigate approaches issues holistically, connecting the dots between operations and big-picture business goals. We partner with customers to offer data-driven insights that drive productivity, cut costs and lower emissions.
As another example, ABB Robotics has launched an Energy Efficiency Service that demonstrates the tangible benefits of service-driven sustainability. This comprehensive package of consultation, analysis, and tools helps manufacturers increase robot energy efficiency by up to 30 percent.
ABB services help customers meet decarbonization goals through energy-efficient retrofits, lifecycle asset management, and electrification consulting. ABB's Battery Energy Storage System (BESS)-as-a-Service exemplifies how service innovation can drive both profitability and sustainability. This unique offering transforms energy storage from a capital expense into a revenue-generating asset.
With performance guarantees, maintenance coverage, and a technology-agnostic approach, BESS-as-a-Service delivers flexibility, scalability, sustainability, and immediate ROI. ABB manages the entire lifecycle, from system design and installation to ongoing maintenance and optimization.
Smarter service through digitalization
Our service offering is constantly evolving to expectations for reliability and performance. Remote monitoring, AI-enabled diagnostics, and predictive maintenance solutions are embedded into many service offerings, enabling teams to act before a problem causes costly downtime. This not only enhances productivity but also reduces unnecessary resource use and supports decarbonization.
- Condition-based maintenance: Digital sensors, remote monitoring, and AI-driven analytics track assets in real time, detect early signs of wear or failure, allowing teams to act before breakdowns occur and delivering maximum benefit. As an example, a well-known company in the semiconductor field recently implemented ABB's Ability™ AssetInsight solution at their plant in the Netherlands. Using wirelessHART-based ABB Ability™ Smart Sensors, their maintenance team aims to prevent troublesome breakdowns in their semiconductor wafer production processes.
- Predictive maintenance: This enhances reliability and reduces energy usage. For instance, a Belgian sugar processing plant worked with ABB’s channel partner Duvivier Dexis, and leveraged ABB Ability™ Monitoring Service to implement a digital condition monitoring solution. The site achieved a 12 percent increase in energy efficiency, saving around €4,000 per fan annually.
- ABB AR-assisted remote service technology: By enabling technicians to receive real-time, hands-free support through augmented reality goggles that overlay critical information directly onto their work environment they can access step-by-step repair instructions with voice control. The advanced Remote Assistance for Electrical Systems (RAISE) connects them instantly with ABB specialists who share customized real-time AR instructions in over 60 languages.
- Collaborative operations approach: This helps customers proactively address issues before they occur through remote monitoring of assets and processes, and combining advanced data analytics and AI with human expertise to deliver 24/7 support across any geography.
Human expertise that builds trust
ABB’s field service engineers bring deep knowledge and dedication to customer sites around the globe. With a presence in over 100 countries, we ensure that expert support and services are accessible to customers and partners wherever they operate.
Our engineers lead with care- putting safety first and forging trusted relationships that last. This people-first approach is key to how we deliver reliable service in even the most demanding environments. Whether maintaining complex electrical systems in Saudi Arabia’s energy infrastructure or supporting industry in Mexico with cleaner, more efficient solutions, ABB’s local teams are backed by a global network of specialists.
Key customer service case studies around the world
Belgium
The Belgian water utility Azulatis N.V. specializes in circular water solutions for industrial processes in dairies, breweries, chemical plants etc. In September 2023, Azulatis signed a five-year ABB Care agreement, a service framework that supports asset availability, performance and lifecycle.
China
Hebei Jiheng Pharmaceutical Company boosted the efficiency and quality of its wastewater processing and increased uptime with the help of remote condition monitoring and recovery services bundled in an ABB Motion OneCare service agreement. By shifting from routine scheduled maintenance to a condition-based approach, the pharmaceutical company reduces its downtime by 50 percent and annual equipment maintenance expenses by 40 percent.
Dominican
We recently completed a successful gearless mill drive (GMD) service scope at Barrick’s Pueblo Viejo gold mine in the Dominican Republic. Pueblo Viejo is a nationally significant mining site contributing nearly 2% to the country’s GDP.
Our field service team worked side-by-side with site operators to optimize critical grinding infrastructure that’s been powering operations for over a decade.
Thanks to fast mobilization, real-time problem solving and collaboration between site operators and ABB field service teams, the site experienced minimal downtime, protecting its 2025 production target of 650,000 oz of gold.
Germany
At Gerresheimer, a leading manufacturer of pharmaceutical packaging, the replacement of seven ageing ABB robots was completed in a single weekend—without interrupting production.The initiative was part of a "robot swap" strategy to ensure continuity, avoid disruptions, and modernize the system
India
Urjankur Shree Tatyasaheb Kore Warana Power Co. Ltd, a leading Indian renewable energ y provider partnered with ABB to significantly improve its operational performance. Through a tailored ABB Motion OneCare agreement Warana Power boosted uptime from 78 percent to 92 percent while achieving zero breakdowns during the 2023-2024 generation cycle.
Philippines
At its Nasulo geothermal power plant in Valencia, Negros Island, Energy Development Corporation (EDC) — the Philippines' largest geothermal energy producer — had delivered uninterrupted sustainable power to the Visayas region for over 37 years. But when a severe tropical storm caused widespread damage across the Philippines, the renewable energy facility faced an unprecedented operational challenge.
ABB field service engineers travelled 500+ miles to restore 110 MW of renewable energy supply within 48 hours of emergency call. The critical relay fault resolved in less than 48 hours, preventing daily losses of over PHP15 million
South Africa
In early 2025, torrential rains and the collapse of the Bierspruit Dam flooded South Africa's Limpopo province, severely impacting Valterra Platinum's Tumela Mine when underground workings and the main pump station were inundated, halting production and threatening up to 10% of monthly output. Within 24 hours of being contacted, ABB mobilized a cross-functional team from Johannesburg to assess two critical substations with damaged air-insulated and gas-insulated switchgear.
ABB fast-tracked an accelerated 10-week production and commissioning plan, completing Factory Acceptance Testing ahead of schedule and deploying their Electrification Service team to install new UniGear ZS1 and SafePlus switchgear systems. This rapid response brought Tumela Mine back online within the planned timeframe, demonstrating how agility and strategic partnership can overcome infrastructure crises and restore critical mining operations under extreme pressure.
Sweden
Our comprehensive service expertise is securing LKAB's mining future at the world's largest underground iron ore mine in Kiruna, Sweden. Through a major generational upgrade of seven mine hoists (including integrated mechanical, electrical and automation systems) completed recently, we have ensured continued operational productivity, safety and longevity for at least the next 25 years.
Switzerland
Lineage, a global cold storage leader, applied expert recommendations and AI-driven data insights to achieve a 30-percent reduction in both energy costs and energy intensity, equivalent to powering 250,000 homes annually. This is just one example of how ABB Electrification (EL) Advisory Services, ABB NavigateTM, can help companies bridge the gap in skills and experience required to tackle the complex challenges of the energy transition.
USA
As part of an ABB Motion OneCare service agreement, ABB has modernized a variable speed drive (VSD) for NASA (US National Aeronautics and Space Administration) to extend, by at least 10 years, the life of the wind tunnel at its National Transonic Facility (NTF) at Langley Research Center in Hampton, Virginia.
Oman
When Jindal Steel Sohar needed to upgrade its protection systems, timing was everything. With a scheduled shutdown window in March 2025, the team had just six weeks to deliver a solution that would safeguard operations and support future growth. ABB’s global service network came together to meet the challenge. Our team in Finland configured and shipped the relays ahead of schedule, while our experts in Oman worked closely with JSS engineers to ensure seamless installation. This project is a strong example of how targeted modernization can deliver measurable impact, enhancing reliability, reducing emissions and extending the life of critical infrastructure.
Austria
A leading European hygienic paper manufacturer faced the challenge of modernizing its aging drive systems without disrupting production. Operating one of the largest tissue machines in Europe—with a width of 7 meters and speeds exceeding 1800 meters per minute—the company relied on ABB Tyrak converters installed in the 1990s.
ABB responded with a rapid and efficient upgrade plan. Within just five days, the team dismantled the old equipment, installed 14 new DCS880 converters, completed all cabling, and commissioned the system. On the fifth day, production resumed with drives delivering a total output of 6 MW.
The result was a future-proof solution that restored serviceability, ensured long-term spare parts availability, and reestablished support from certified ABB technicians. The project strengthened the customer relationship, expanded ABB’s installed base, and demonstrated ABB’s ability to deliver high-impact solutions under tight timelines—all without compromising operational continuity.
Working together to outrun leaner and cleaner
In an era shaped by scarcity of labor, materials, and energy, our service agreements are a smart, strategic investment. By combining technical excellence, digital tools, and a people-focused approach, ABB empowers customers not just to maintain- but to outrun. Whether it’s maintaining uptime, future-proofing infrastructure, or accelerating toward net zero, our service approach ensures customers can outperform today while building the foundation for tomorrow's success.