04 · Enterprise Edition (Institutional CAFM Tier)

04 · Paket Enterprise (Tingkatan CAFM Institusional)

Enterprise: Built for high incident velocity, low engineering complexity.

Enterprise: Dirancang untuk volume insiden tinggi, kompleksitas teknik rendah.

Engineered for conglomerates, REITs, hospital groups (KARS), and multi-business property portfolios operating 10–100+ properties across multiple verticals (Apartments, Malls, Office Towers, Hotels, Hospitals, Airports). Enterprise delivers institutional CAFM governance—dynamic P1 preemption, per-tenant contract SLAs, calendar PPM (`/pm`), Economic Repair Limit (ERL) analysis, and subcontractor scorecards—plus Open Customization for bespoke workflows and ERP/SAP/BMS integrations.

Dirancang khusus untuk grup konglomerasi, REIT, jaringan rumah sakit (akreditasi KARS), dan portofolio besar yang mengelola 10–100+ properti lintas berbagai jenis bisnis (Apartemen, Mal, Gedung Kantor, Hotel, RS, Bandara). Enterprise menghadirkan tata kelola CAFM skala korporasi—interupsi darurat P1, kontrak SLA per penyewa, PM terjadwal (`/pm`), analisis batas ekonomi perbaikan aset (ERL), dan rapor vendor—serta Terbuka untuk Kustomisasi Penuh (alur kerja khusus & integrasi ERP/SAP/BMS).

Tier Name Nama Paket Enterprise

Portfolio Scale Skala Portofolio 12+ Properties · 6 Businesses 12+ Properti · 6 Jenis Bisnis

Customization Kustomisasi Open for Custom Build Terbuka untuk Kustomisasi

Cloud Architecture Arsitektur Cloud Public Cloud / Dedicated VPC Cloud Publik / VPC Terdedikasi

1. Strategic Positioning: The 4-Quadrant Maintenance Matrix

1. Posisi Strategis: Matriks Pemeliharaan 4-Kuadran

Fig 4.1 · Incident Velocity vs. Engineering Complexity

Low Incident Volume (2–10 / wk) Volume Insiden Rendah (2–10 / mgg) ▲ Incident Velocity ▲ ▲ Kecepatan Insiden ▲ High Incident Volume (50–500 / day) Volume Insiden Tinggi (50–500 / hari)

Quadrant 2 · Servea Enterprise Territory Kuadran 2 · Wilayah Utama Servea Enterprise

High-Velocity Commercial & Public Facilities

Fasilitas Komersial & Publik Berkecepatan Tinggi

HIGH INCIDENT VOLUME · LOW-TO-MEDIUM ENGINEERING COMPLEXITY

VOLUME INSIDEN TINGGI · KOMPLEKSITAS TEKNIK RENDAH–MENENGAH

Environments: Airports, Hospitals, Shopping Malls, Multi-Tower Apartments, Office Towers, Hotels.
Typical Work: Leaking split AC / fan-coil unit, stuck lift call, clogged restroom drain, stopped baggage belt, ward lighting fault.
Job Profile: 30–90 minutes hands-on work by 1 technician or a call-out specialist contractor.
Reporters: Hundreds of residents, retail tenants, head nurses, airline station managers, and front-office staff.

Lingkungan: Bandara, Rumah Sakit, Mal, Kompleks Apartemen, Gedung Perkantoran, Hotel.
Pekerjaan Umum: AC/FCU menetes, panggilan lift macet, saluran toilet mampet, ban bagasi berhenti, lampu bangsal mati.
Profil Kerja: 30–90 menit kerja lapangan oleh 1 teknisi atau kontraktor spesialis panggilan.
Pelapor: Ratusan penghuni, penyewa toko, kepala perawat, manajer stasiun maskapai, dan staf resepsionis.

Why Servea Wins: Reporting takes 10 seconds on WhatsApp or Web. Queue-simulated dispatch picks the technician who can start earliest, and mobile proof-of-work closes the loop in 3 taps.

Mengapa Servea Menang: Lapor masalah cukup 10 detik lewat WhatsApp atau Web. Simulasi antrean memilih teknisi yang paling cepat mulai, dan bukti kerja HP menutup tiket dalam 3 sentuhan.

Quadrant 3 · Plant Floor MES Kuadran 3 · Sistem MES Lantai Pabrik

High-Speed Automated Manufacturing

Manufaktur Otomatis Berkecepatan Tinggi

HIGH INCIDENT VOLUME · HIGH ENGINEERING COMPLEXITY

VOLUME INSIDEN TINGGI · KOMPLEKSITAS TEKNIK TINGGI

Environments: Semiconductor fabs, automotive assembly lines, high-speed bottling plants.
Typical Work: Sub-second PLC faults, robotic servo torque drift, CNC thermal calibration stops.
Job Profile: Machine-bus diagnostics tied directly to line OEE (Overall Equipment Effectiveness).

Lingkungan: Pabrik semikonduktor, lini perakitan otomotif, pabrik pembotolan berkecepatan tinggi.
Pekerjaan Umum: Gangguan PLC milidetik, pergeseran torsi robot, kalibrasi termal mesin CNC.
Profil Kerja: Diagnostik bus mesin yang terhubung langsung ke OEE lini produksi.

Incumbents: Siemens Opcenter, Rockwell FactoryTalk, AVEVA. Servea does not compete in factory floor telemetry.

Pemain Utama: Siemens Opcenter, Rockwell FactoryTalk, AVEVA. Servea tidak bermain di telemetri mesin pabrik.

Quadrant 1 · Ad-Hoc Property Logs Kuadran 1 · Catatan Properti Sederhana

Small Static Premises

Bangunan Kecil Statis

LOW INCIDENT VOLUME · LOW ENGINEERING COMPLEXITY

VOLUME INSIDEN RENDAH · KOMPLEKSITAS TEKNIK RENDAH

Environments: Single shophouses, small storage warehouses, standalone branch offices.
Typical Work: 2–4 minor issues per week (replace a bulb, fix a door handle).
Job Profile: 1 general handyman on daytime duty; no shift rotation or formal SLAs.

Lingkungan: Ruko tunggal, gudang kecil, kantor cabang sederhana.
Pekerjaan Umum: 2–4 keluhan ringan per minggu (ganti bola lampu, perbaiki gagang pintu).
Profil Kerja: 1 teknisi umum harian; tanpa rotasi shift atau kontrak SLA formal.

Incumbents: WhatsApp groups, paper logbooks, spreadsheets. Lite serves properties graduating from this stage.

Pemain Utama: Grup WhatsApp, buku tulis, spreadsheet. Paket Lite melayani gedung yang naik kelas dari tahap ini.

Quadrant 4 · Heavy Industrial EAM Kuadran 4 · EAM Industri Berat

Capital-Intensive Process & Linear Assets

Industri Proses Padat Modal & Aset Linear

LOW INCIDENT VOLUME · EXTREME ENGINEERING COMPLEXITY

VOLUME INSIDEN RENDAH · KOMPLEKSITAS TEKNIK EKSTREM

Environments: Oil & gas refineries, thermal/nuclear power plants, mining haul fleets, rail & pipeline grids.
Typical Work: Steam turbine overhaul, hydrocracker valve failure, high-voltage substation turnaround.
Job Profile: $50k–$5M per work order; weeks of multi-craft rigging, LOTO isolation permits, 6-month imported spare parts.

Lingkungan: Kilang migas, pembangkit listrik, armada tambang berat, jaringan rel & pipa transmisi.
Pekerjaan Umum: Overhaul turbin uap, kerusakan katup reaktor, pemeliharaan gardu induk tegangan tinggi.
Profil Kerja: Biaya ratusan juta hingga miliaran rupiah per SPK; berminggu-minggu izin LOTO & impor suku cadang.

Incumbents: IBM Maximo & SAP S/4HANA Asset Management (SAP PM). Where heavy EAM legitimately belongs.

Pemain Utama: IBM Maximo & SAP S/4HANA Asset Management (SAP PM). Wilayah asli tempat EAM berat memang dibutuhkan.

◄ Low Engineering Complexity (30–90 min single-tech repair) ◄ Kompleksitas Teknik Rendah (Perbaikan 30–90 mnt oleh 1 teknisi) Engineering & Financial Complexity per Work Order Kompleksitas Teknik & Finansial per Pekerjaan High Engineering Complexity (Multi-week capital turnaround) ► Kompleksitas Teknik Tinggi (Overhaul industri berminggu-minggu) ►

2. Detailed Specification List — Enterprise (Additions Over Pro)

2. Daftar Spesifikasi Lengkap — Enterprise (Tambahan di Atas Pro)

Spec 4.2 · Institutional CAFM & EAM Breakdown

Module / Screen Modul / Layar	Industry Standard Capability Kapabilitas Standar Industri	Exact Technical Behavior in Enterprise Aturan & Perilaku Teknis di Enterprise	SAP / Maximo Equivalent & Yesterday's Build Padanan SAP / Maximo & Build Kemarin
1. Dynamic P1 Preemption `pkg/dispatch`, `Roster.OnCall`	Emergency Preemption, On-Call Paging & Queue Rebalancing Interupsi Darurat P1, Panggilan On-Call & Penyeimbangan Antrean	P1–P3 tickets automatically pause active Planned Maintenance (PM). P1/P2 page off-shift `OnCall` technicians (+30m arrival buffer). Every minute, the planner moves any queued job to a colleague who can start it ≥ 30 minutes sooner (unless within 15m of planned start), logging the reason. Tiket P1–P3 otomatis menjeda pekerjaan PM rutin. P1/P2 memanggil teknisi jaga `OnCall` (+30 mnt waktu tempuh). Tiap menit, antrean diseimbangkan ulang ke rekan yang bisa mulai ≥ 30 menit lebih cepat disertai alasan tertulis di riwayat.	Kept 100% from Yesterday Sama 100% dgn Kemarin SAP FSM Dynamic Re-Optimization
2. Calendar PPM `cmd/seed/pm.go`, `/executive`	Calendar-Based Planned Preventive Maintenance (PPM) Pemeliharaan Preventif Terjadwal Berbasis Kalender (PPM)	Dispatches recurring calendar PM work orders per team to fill idle shift capacity. Excluded from reactive SLA breach counters and `/desk`, but counted in technician utilization. Includes 1-click “Jadwalkan pemeriksaan” (Schedule Inspection) PM generation from repeat hotspots. Menjadwalkan SPK pemeliharaan rutin berbasis kalender per tim untuk mengisi waktu luang shift. Dipisahkan dari hitungan pelanggaran SLA reaktif, namun dihitung dalam utilisasi teknisi. Termasuk tombol 1-klik Jadwalkan Pemeriksaan dari lokasi masalah berulang.	Kept 100% (No Metering) Sama 100% (Tanpa Meteran) Maximo Time-Based PM
3. Customer SLA Contracts `/sla` (Contracts Tab), `Contract`	Multi-Tenant / Per-Party Contractual SLA Matrices Kontrak SLA Khusus per Penyewa / Maskapai / Area	Binds custom `ContractTerm` response/resolution minutes and calendars to specific tenant accounts (`ContractParty`) or spatial zones (`ContractLocation`, e.g., ICU, Terminal 2 Gates), overriding standard policies while active. (`PenaltyPerBreach` rupiah calculation is removed). Mengikat aturan menit respon/selesai dan kalender khusus pada akun penyewa tertentu (`ContractParty`) atau zona lokasi (`ContractLocation`, misal ICU, Gate Bandara). (Hitungan denda rupiah `PenaltyPerBreach` dihapus).	Cut Rupiah Penalty Field Denda Rupiah Dipangkas Maximo SLA Manager
4. Asset Register & ERL `/assets`, `Asset`, `pkg/desk/costs.go`	Equipment Hierarchy & Economic Repair Limit (Repair vs. Replace) Daftar Aset Mesin & Batas Ekonomi Perbaikan (Ganti vs. Perbaiki)	Tracks `Make`, `Model`, `Serial`, `InstalledOn`, `WarrantyUntil`, `LifeYears`, and `ReplaceCost`. Accumulates `LabourCost + PartsCost + VendorCost` across all tickets pointing to `AssetID` and flags units for replacement when cumulative repair spend approaches `ReplaceCost`. Mencatat merek, model, nomor seri, tanggal pasang, garansi, umur pakai, dan harga unit baru (`ReplaceCost`). Menjumlahkan `Biaya Tenaga + Suku Cadang + Vendor` per aset dan memberi vonis otomatis Ganti Unit saat biaya perbaikan mendekati harga baru.	Kept 100% from Yesterday Sama 100% dgn Kemarin SAP PM Equipment + Costing
5. Spare Parts Inventory `/parts`, `Part`, `PartUse`	Storeroom Stock & Mobile Part Checkout Stok Suku Cadang Gudang & Pencatatan Pakai di HP	Tracks stocked parts (code, unit cost, current stock, minimum stock alerts, suggested problem groups). Technicians record parts used directly on `/m`, deducting stock and adding `Qty × UnitCost` to the ticket and asset history. Memantau stok suku cadang (kode, harga satuan, stok saat ini, batas stok minimum). Teknisi mencatat pemakaian suku cadang langsung di layar `/m`, memotong stok otomatis dan menambahkan biaya ke riwayat tiket serta aset.	Kept 100% from Yesterday Sama 100% dgn Kemarin Maximo Storeroom Issue
6. Subcontractor Governance `/vendors`, `pkg/desk/vendor.go`	App-less External Vendor Work Orders & 90-Day Scorecard SPK Kontraktor Tanpa Aplikasi & Rapor Kinerja 90 Hari	Dispatches work orders via WhatsApp/Email to external contractors (`Team.Kind = external`). Tracks `Sent → Accepted (ETA) → On Site → Done` against contractual `AcceptMins` and `OnsiteMins`, triggers escalations on `vendor_no_accept / vendor_no_show`, and computes a 90-day Vendor Scorecard. Mengirim SPK via WhatsApp/Email ke kontraktor luar tanpa perlu akun aplikasi. Mencatat waktu kirim, konfirmasi ETA, tiba di lokasi, selesai, dan nilai tagihan; memicu eskalasi jika terlambat konfirmasi/datang, serta menghitung Rapor Vendor 90 hari.	Kept 100% from Yesterday Sama 100% dgn Kemarin SAP External Services
7. Portfolio Executive Feed `/executive`, `RoleExecutive`	*Multi-Site Exception & Decision Console (Ringkasan Pimpinan)* *Layar Keputusan Pimpinan Lintas Lokasi (Ringkasan Pimpinan)*	Leads with actionable decisions across all sites: sites below `orgs.sla_target`, level-2 breaches, teams >85% or <20% utilized, uncovered shifts in the next 7 days, top repeat location hotspots, underperforming vendors, and assets due for replacement. Menampilkan daftar keputusan lintas cabang untuk Direktur/GM: lokasi di bawah target SLA, pelanggaran level-2, tim yang terlalu padat (>85%) atau luang (<20%), shift kosong 7 hari ke depan, titik keluhan berulang, vendor di bawah target, dan aset yang wajib diganti.	Kept 100% from Yesterday Sama 100% dgn Kemarin IBM TRIRIGA Portfolio Exec
8. Security, RBAC & Compliance `/roles`, `/security`, `/audit`, `/compliance`	Custom RBAC (22 Perms), SSO/SCIM, Audit Log, UU PDP & KARS CSV Peran Kustom (22 Izin), SSO/SCIM, Log Audit, UU PDP & CSV KARS	Custom roles with 4 data scopes (`org, sites, teams, own`), OIDC/SAML SSO (Entra ID, Okta, Google), per-role MFA, SCIM provisioning, immutable Audit Log, automated cloud backup & restore-test logs, retention rules, UU PDP data export/erasure, and KARS hospital accreditation CSV export. Peran kustom dengan 4 cakupan data, SSO OIDC/SAML (Entra ID, Okta, Google), wajib MFA per peran, provisi SCIM, Log Audit permanen, bukti backup & uji pemulihan cloud, masa retensi data, ekspor/hapus data UU PDP, dan unduh CSV pemeliharaan untuk akreditasi rumah sakit KARS.	Cut On-Prem & 4-Eyes SLA Pangkas On-Prem & 4-Mata SLA 100% Public Cloud SaaS
9. Open for Customization `/customization`, `REST / Webhooks`	Bespoke Workflows, Custom ERP/SAP/BMS Connectors & Multi-Entity Holding Kustomisasi Alur Kerja, Konektor ERP/SAP/BMS & Multi-Entitas Holding	Enterprise is open for full customization by Nera (Singapore) engineering: custom ticket state machines, multi-tier CapEx/OpEx approval chains, Permit-to-Work (PTW) forms, bi-directional SAP/Oracle/Opera PMS/BMS integrations, and white-label tenant portals across 6+ business verticals. Paket Enterprise terbuka untuk kustomisasi penuh oleh tim engineering Nera (Singapura): tahapan tiket khusus, rantai persetujuan biaya CapEx/OpEx, izin kerja K3 (PTW), integrasi dua arah SAP/Oracle/Opera PMS/BMS, serta portal penghuni white-label lintas berbagai jenis bisnis.	Open for Customization Terbuka untuk Kustomisasi Bespoke Enterprise Engineering

3. The Explicit Boundary: What Enterprise Refuses to Build (vs. SAP & Maximo)

3. Batasan Tegas: Apa yang Tidak Dibangun di Enterprise (Dibanding SAP & Maximo)

Table 4.3 · Setting Tender & Enterprise Expectations

Domain Area Fungsi	SAP PM / IBM Maximo Scope Cakupan SAP PM / IBM Maximo	What Enterprise Does Apa yang Dilakukan Enterprise	Explicitly Excluded (The Boundary) Dikosongkan Secara Sengaja (Batasan)
1. Financial Accounting & AP	General Ledger (`FI-GL`), cost center settlement (`CO`), fixed-asset depreciation (`FI-AA`), 3-way PO invoice matching (`MIRO`).	Tracks operational labor cost, parts used, and vendor invoice totals per ticket and asset; exports clean CSV summaries. Mencatat biaya tenaga kerja, suku cadang terpakai, dan nilai tagihan vendor per tiket/aset; mengekspor ringkasan CSV.	No General Ledger / AP Tanpa Buku Besar / AP Accounting stays in the client's ERP (SAP/Oracle/Accurate). Pembukuan keuangan tetap di ERP klien (SAP/Oracle/Accurate).
2. Preventive Maintenance Triggers	Time-based PM, runtime hour-meter readings, SCADA vibration spectrum analysis, and ML predictive wear curves.	Calendar-Based Recurring PM (weekly, monthly, quarterly) dispatched into shift queues + 1-click Hotspot Inspection PMs. PM Berkala Berbasis Kalender (mingguan, bulanan, kuartalan) + tombol 1-klik Inspeksi Titik Masalah.	No Metering or Vibration PdM Tanpa Meter Jam / Sensor PdM Does not track running-hour meters or SCADA vibration streams. Tidak mencatat jam jalan mesin (hour-meter) atau sensor getaran SCADA.
3. Contractor SLA Penalties	Complex service procurement contracts with automated liquidated damages debit-note generation and invoice withholding.	App-less work order dispatch via WhatsApp/Email, ETA & arrival logging, and a 90-Day Vendor Punctuality Scorecard. Kirim SPK tanpa aplikasi via WA/Email, catat ETA & kedatangan, serta Rapor Ketepatan Waktu Vendor 90 Hari.	No Penalty Calculations Tanpa Hitung Denda Finansial Removed `Contract.PenaltyPerBreach` from yesterday's build. Menghapus kolom denda rupiah `PenaltyPerBreach` dari build kemarin.
4. Safety Permitting (EHS)	Multi-stage Digital Permit to Work (PTW), Lockout/Tagout (LOTO) electrical isolation matrices, chemical hazard registries.	Mandatory category checklists and before/after photo verification on the technician's mobile web screen. Checklist langkah kerja wajib dan bukti foto sebelum/sesudah di layar HP teknisi.	No Permit-to-Work (PTW) Tanpa Birokrasi Izin PTW Does not block routine building repairs behind multi-officer EHS permits. Tidak menghambat perbaikan fasilitas harian dengan birokrasi izin K3 berlapis.
5. SLA Exception Governance	Multi-stage committee workflows and dual-officer approvals to waive or modify an SLA breach record.	Automatic resolution clock pause when a ticket is placed `On Hold` (e.g., waiting for tenant access), logged in the audit timeline. Jeda jam penyelesaian otomatis saat tiket berstatus `On Hold` (misal menunggu akses penghuni), tercatat di riwayat audit.	No Four-Eyes SLA Workflow Tanpa Persetujuan 4-Mata SLA Removed `SLAExclusion` four-eyes queue from yesterday's build. Menghapus antrean persetujuan `SLAExclusion` empat-mata dari build kemarin.
6. Field Mobile Connectivity	Heavy native iOS/Android apps with local SQLite databases, background sync queues, and conflict-resolution screens.	Zero-install Online Mobile Web App (PWA) that opens instantly in any smartphone browser. Aplikasi Web HP Online (PWA) tanpa instalasi toko aplikasi yang langsung terbuka di browser.	No Offline Sync Mode Tanpa Mode Sinkronisasi Offline 100% online execution across all tiers. Zero sync conflicts. 100% online di semua paket. Bebas konflik sinkronisasi data.
7. Cloud & Data Residency	Custom on-premises server installations, private air-gapped data centers, per-client database instances.	100% Public Cloud Multi-Tenant SaaS with automated nightly backups, retention policies, and UU PDP data export/erasure. 100% Cloud Publik Multi-Tenant SaaS dengan backup harian otomatis, aturan retensi, dan ekspor/hapus data UU PDP.	No On-Premises Silos Tanpa Instalasi Server On-Prem Removed `deploy/DEPLOY-ONPREM.md` from yesterday's build. Menghapus opsi server lokal `DEPLOY-ONPREM.md` dari build kemarin.
8. External System Integrations	Year-long middleware projects (SAP PI/PO, Maximo MIF) for two-way ERP, BACnet BMS, and linear GIS synchronization.	Built-in omnichannel message gateway (WhatsApp, Email, SMS, Web), SCIM 2.0, KARS CSV exports, plus custom ERP/SAP/BMS/PMS connectors on request. Gateway pesan terpadu (WhatsApp, Email, SMS, Web), SCIM 2.0, ekspor CSV KARS, serta konektor kustom ERP/SAP/BMS/PMS sesuai kebutuhan.	Open for Custom Connectors Terbuka Integrasi Kustom Custom workflows, SAP/Oracle GL hooks & BMS alarm ingestion available via Enterprise customization. Alur kerja khusus, integrasi jurnal SAP/Oracle & alarm BMS tersedia lewat kustomisasi Enterprise.