SERVICE LEVEL AGREEMENT

If a machine reports a fault, our support specialists will be quickly on hand to offer expert help – by remote maintenance or, if necessary, on site.

German quality and efficiency worldwide. That is our service concept.
Marc Dopheide
Head of Inside Sales & After Sales at Teepack

SERVICES

If your machine reports an error, has significant limitations or even stands still completely – we are always there for you. Our support specialists will help you to ensure that your machines are running smoothly again as quickly as possible. Use our services.

WARRANTY
During the legally prescribed warranty period, our specialists are at your disposal for electronic and mechanical problems.
SERVICE AGREEMENT
Our support will assist you in solving electronic and mechanical problems and can provide service technicians in case of a repair.
REMOTE MAINTENANCE AGREEMENT
Quick help during problems: Online diagnostics can be used to analyze electronic errors and support your staff in solving problems.

Priority Level

The more urgent your problem is, the faster we can help you. Find out more about our short time of response.

  • CRITICAL

    Machine stands still until failure has been resolved.

    Definition:

    The malfunction leads to a total loss of production at this machine. No production is possible with this machine.

    Response:

    within 4 hours *

    Service Level Commitment:

    Until the issue is resolved or can be bypassed, TEEPACK's support specialists ensure a continuous hotline and remote support during response times. The customer is obliged to provide the corresponding documentation, systems and personnel to solve the issue. If these customer resources are not available, the priority level is reduced to "high". If TEEPACK can offer a temporary solution, the priority level will be re-evaluated. If the issue cannot be resolved via hotline or remote service, a service technician will be deployed at the customer's site.

    Service Level Goal:

    TEEPACK will provide a solution that resolves the problem or prevents it until the final solution is found.

  • HIGH

    Machine is running, shows significant operational limitation.

    Definition:

    The malfunction leads to a serious partial loss of production at this machine. This can be caused, for example, by recurrent malfunctions or a malfunction-related reduction in production speed. The machine can produce, but production is

    Response:

    within 7 hours *

    Service Level Commitment:

    TEEPACK deploys support specialists to analyze the issue during the response times. The customer is obliged to provide the necessary documentation, systems and personnel to solve the issue. In case TEEPACK can offer a temporary solution, the priority level will be re-evaluated. If the case cannot be solved directly via hotline or remote service, additional analyses and work may become necessary. Possibly a service technician at the customer's site, which is subject to a charge, can be considered.

    Service Level Goal:

    TEEPACK will make every reasonable effort to prevent or resolve the problem. A permanent solution will be considered in a future product version (hardware/software).

  • MEDIUM

    Machine is running, shows slight operational limitation.

    Definition:

    The malfunction leads to a small partial failure of the production at this machine, and/or leads to small functional limitations of the machine.

    Response:

    within 10 hours *

    Service Level Commitment:

    The TEEPACK support specialist analyses the issue during the response times and tries to find a solution. If an error is detected, it will be verified and documented.

    Service Level Goal:

    TEEPACK will make every reasonable effort to prevent or resolve the problem. A permanent solution will be considered in a future product version (hardware/software).

  • LOW

    Machine is running, no significant operational limitation.

    Definition:

    The malfunction results in no or very little loss of production, e.g. an error in the documentation or a typo in error messages.

    Response:

    within 14 hours *

    Service Level Commitment:

    The TEEPACK support specialist analyses the issue during the response times and tries to find a solution. If an error is detected, it will be verified and documented.

    Service Level Goal:

    TEEPACK will consider correcting the problem in a future product version (hardware/software).

  • Indications

    * After receiving the malfunction report by e-mail or phone, TEEPACK gives a response within business hours according to the response time. Business hours: Monday to Thursday 08:00 to 16:00, Friday 08:00 to 14:00 CET (except statutory holidays and TEEPACK bridging days)

    The documented Service Level Goals are guidelines for response times of the respective situation. These objectives are documented for information purposes and should not be considered as legal obligations or agreements.

Your personal contact

Do you have any questions? Would you like professional advice?

Simply contact our TEEPACK specialists: