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.

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 ensure continuous support 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"". If the issue cannot be resolved by the support specialist, a paid service technician can be scheduled to visit the customer.
TEEPACK deploys support specialists to analyze the issue 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. If the issue cannot be resolved by the support specialist, a paid service technician can be scheduled to visit the customer.
The TEEPACK support specialist analyses the issue and tries to find a solution within the time period agreed in the service contract during the response times. If an error is detected, it will be verified and documented.
The TEEPACK support specialist analyses the issue and tries to find a solution within the time period agreed in the service contract during the response times. If an error is detected, it will be verified and documented.

* 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.