Services for process analytics. Service and support.

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1 Services for process analytics Service and support

2 Changing times. Changing technologies. Consistently unbeatable services. Our Installation and Start-up Services get you up and online, while keeping you on schedule Do you need versatile experts capable of handling systems and equipment specific to diverse industries? Do you need personnel who can service existing systems without the learning curve and costs associated with new employees? And, do you need all this coupled with people who can appreciate your company s specific goals and maximize your investment? Then, you need Siemens. For decades, the Siemens name has meant quality, leading-edge technology, and worldwide services. Today, we continue to offer unmatched customer value in process analytics. We do this by building on the dedication and experience that has made us an industry leader and worldwide supplier of process analytical equipment and services. Our global customer support network provides versatile services that can help you reach your business objectives, as well as maximize the value of your investment. 2

3 We offer a wide range of customer support solutions that include: C Technical Support C Training C Spare Parts & Repair Services C Installation & Start-up Services C Commissioning C Field Services C Service Agreements C Remote Performance & Verification Services C System Integration Services Support services for today, tomorrow, and years to come Providing your business with the very best in customer service over the short and long-term is of the utmost importance to us. We want you to succeed, and we ve invested heavily in our infrastructure and personnel so that we can help you minimize expenses. Depend on Siemens for capability and resources that span a wide range of technical disciplines. This translates into the experience and the expertise that enables us to identify your requirements, meet your expectations, and achieve results that will positively impact your bottom line. Comprehensive services. Comprehensive advantages. Adding value to your investment and minimizing your total cost of ownership (TCO) are just two of the benefits of turning to Siemens for comprehensive customer support solutions. These on-time and full-capability services are backed by the combined resources of our global organization and represent our commitment to address the specific needs of your organization. 3

4 Customer support that delivers results Siemens services begin with your purchase Technical Support available 24/7 Siemens services begin with your purchase. For your convenience, a toll-free telephone number ( ) is available to provide you with a single point of access to the entire breadth of knowledge and experience Siemens has to offer, as well as experts familiar with your specific system. Either at your facility or at one of our training centers, Siemens can provide instruction based on in-depth course material that will give you a comprehensive understanding of your equipment. We combine this with hands-on training that will help you gain the knowledge needed to maximize system functionality. Training Siemens is dedicated to providing information, assistance, and training for people who use and maintain our equipment and systems. As a designer and manufacturer of sophisticated instrumentation, we recognize that well-trained technical personnel are essential for productivity. This makes training one of the most important ways we can help you maximize the value of your investments. Our training classes are designed to share our expertise with you and give you the opportunity to learn about the technology behind the features and functions. Spare Parts Downtime costs money. When your equipment goes offline, our domestic and international distribution centers can provide you with quick turnaround on spare parts. The support you need is available when you need it... 24/7. In addition to completing all orders, pricing and delivery requests, our U.S. customer service staff provide order entry service for our North and South American customers. Our system can complete most emergency orders the same day with overnight delivery available when requested. 4

5 Repair Services In the event that it is necessary to return an assembly for repair, the same high-quality standards used during manufacturing and testing new assemblies are used in our repair process. In addition to receiving a 90-day warranty on all repair work, professional technicians will upgrade your unit with the latest firmware and software revisions. Also, we ll provide a service report detailing the work we performed. Installation and Start-up Services Our Installation and Start-up Services get you up and online, while keeping you on schedule. With comprehensive expertise and dedication to meeting your schedule, our technicians will start up your Siemens products and systems with full inspections and conduct verification and functional testing of your system. Services provided through our installation and start-up packages include: C Inspecting sites and mechanical installations C Confirming proper electrical and signal wiring C Powering up system and verifying product and system operation C Testing the functionality of all system components for proper operation in accordance with manufacturer specifications C Verifying application with site personnel and running calibration standards to ensure proper operation and compliance with design specifications C Inspecting all sample lines for proper installation in accordance with installation specifications Commissioning After your system has been through our comprehensive start-up procedures, it will be ready for commissioning. Our commissioning services are designed to protect your system and its applications, while ensuring your product and system components are performing as designed. This process includes the following: C Ensuring all sample systems and cabinets are running at specified temperatures C Introducing sample from process to sample conditioning system C Inspecting for leaks in all sample lines and the sample conditioning system C Verifying sample conditioning system for functionality of proper sample phase, flow, and pressure C Obtaining a lab sample from operations, before introducing process sample to analyzers, to ensure the application is not damaged by out-of-spec product that would contaminate the application C Running a series of chromatograms on process samples and continuing to monitor all system components for proper operation 5

6 Industry-leading maintenance support minimizes costs Field Services To serve the comprehensive needs of our customers, we offer a wide variety of on-site support services. Siemens representatives are available for start-up, remedial/preventative maintenance, troubleshooting, and spare parts management, as well as operations and maintenance training specifically tailored to your applications. Our capabilities range from a service call lasting a few hours to providing teams of full-time, on-site personnel who can be available 24/7 to address your needs. Our service representatives are professionals with the entire resources of Siemens at their disposal. When you have one of our service representatives at your site, you have someone with a wide base of experience with your specific equipment. Siemens technical support staff are continuously kept abreast of updates and improvements available for your equipment, as well as upcoming new product releases. Through our service representatives, you can ensure that your requirements are met by tailoring our capabilities to your needs. Service Agreements Maximizing your return on capital investments while minimizing your TCO is the central mission of each Siemens Service Agreement. In today s cost-conscious business environment, our customer service agreements provide an attractive way for you to manage and reduce costs in ways that can be specifically designed to fit your needs. Your agreement will be custom built from a combination of Siemens offerings such as on-site personnel, remote support analysis, and training. It can also provide a range of resources that may not be readily available at your site. Remote Performance and Verification Services With a click of your mouse, you can keep your analytical products and systems performing at peak efficiency anywhere on the globe thanks to the Siemens Remote Performance and Verification Services. Available for select Siemens products and systems, these services are accessible over an Ethernet modem/telephone line. Calibration checks may be performed and system vital signs monitored for any deterioration in system health. In this manner, corrections and repairs may be completed before critical system failures occur. This saves time and reduces cost. Typically, our response time to log into a site and start trouble-shooting a problem is less than one hour from the time we receive a request. 6

7 System Integration Services To be effective and stay within budget, today s solutions need to include the integration of hardware, software, training, and support. With our comprehensive resources, global locations, long history, and wide-ranging experiences, Siemens is uniquely qualified to do exactly that. We are dedicated to being able to address all of your support needs through our extensive system integration. Our customer service representatives are an essential part of each integrated system project as it progresses. When the time comes to commission your system, those same service representatives are on the Siemens team at your site, ensuring expertise on all of the equipment, including non-siemens equipment in your package. For more information on any of the services we offer, contact your local Siemens sales representative. Contact Siemens for Services Telephone: (Toll Free) Fax:

8 Siemens Industry, Inc Old Milton Parkway Alpharetta, GA Order No. CSGN Siemens Industry, Inc. This brochure contains only general descriptions or performance features, which do not always apply in the manner described in concrete application situations or may change as the products undergo further development. Performance features are valid only if they are formally agreed upon when the contract is closed. Siemens is a registered trademark of Siemens AG. Product names mentioned may be trademarks or registered trademarks of their respective companies. Specifications are subject to change without notice.

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