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.
During the legally prescribed warranty period, our specialists are at your disposal for electronic and mechanical problems.
Our support will assist you in solving electronic and mechanical problems and can provide service technicians in case of a repair.
* 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.