TEEPACK Service Level Agreement (SLA)

Ihre Maschine meldet einen Fehler, hat erhebliche Einschränkungen oder steht sogar komplett still? Um eine reibungslose Produktion wiederherzustellen ist nun schnelle Hilfe gefragt. Mit unseren Support-Spezialisten stehen wir Ihnen als starker Partner zur Seite.

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
CriticalMachine stands still until failure has been resolved.
HighMachine is running, shows significant operational limitation.
MediumMachine is running, shows slight operational limitation.
LowMachine is running, no significant operational limitation.
Definition
The malfunction leads to a total loss of production at this machine. No production is possible with this machine.
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
The malfunction leads to a small partial failure of the production at this machine, and/or leads to small functional limitations of the machine.
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 4 hours *
within 7 hours *
within 10 hours *
within 14 hours *
Service Level Commitment
TEEPACK deploys support specialists in order to carry out an analysis via remote maintenance connection within the time period agreed in the service contract during the response times. The customer is obliged to provide the corresponding documentation, systems and personnel. If these customer resources are not available, the priority level is reduced to "high".
TEEPACK deploys support specialists in order to carry out an analysis via remote maintenance connection within the time period agreed in the service contract during the response times. The customer is obligated to provide corresponding documentation, systems and personnel to solve the issue.
TEEPACK deploys support specialists in order to carry out an analysis via remote maintenance connection within the time period agreed in the service contract during the response times. The customer is obligated to provide corresponding documentation, systems and personnel to solve the issue.
TEEPACK deploys support specialists in order to carry out an analysis via remote maintenance connection within the time period agreed in the service contract during the response times. The customer is obligated to provide corresponding documentation, systems and personnel to solve the issue.
Service Level Goal
TEEPACK will make every reasonable effort to assist the customer in the analysis and resolution of the problem.

* 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.

Remote maintenance cannot be carried out on machines with controls other than IPC controls (Siemens S5, Saia and customer modifications) and DMC servo controllers. Mechanical problems cannot be analyzed or resolved by remote maintenance. Remote maintenance requires an MBConnect router configured by TEPACK and an Internet connection to the MBConnect router provided by the customer.