DornerServiceGuarantee for your DornerControl

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Shauna Stephens
8 years ago
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1 DornerServiceGuarantee for your DornerControl ALL ROUND, CAREFREE CONTROL DISPATCHING LABORATORY BRM INVOICING FOCUS DATAPORTAL

2 Die Dorner Service Philosophie The DornerServiceGuarantee is a premium service package for your DornerControl. Our experts will not only look after your Dorner product, they will also be pleased to advise you on other matters. We guarantee a rapid response to your service enquiry. The Dorner philosophy is to assist all our customers! Our DornerServiceGuarantee with its add-on packages is the comprehensive and straightforward solution for all your service requirements. The DornerServiceGuarantee follows ITIL specifications. ITIL is a globally recognised service standard that defines and guarantees service quality ( DornerServiceGuarantee + You can supplement our ServiceGuarantee with three attractive, freely selectable add-on packages: Consulting package Maintenance package 24 Hour package

The Dorner philosophy is to assist all our customers! Our DornerServiceGuarantee with its add-on packages is the comprehensive and straightforward solution for all your service requirements.

3 DornerServiceGuarantee The DornerServiceGuarantee includes Immediate assistance in the event of production outage Immediate assistance if production is disrupted Help with issues in the control environment (scales, probes, power units etc.) Archiving of your Dorner Software and all customisations 24 Hour Package free for three days Provision of stored support data relating to your plant The DornerServiceGuarantee is available for your DornerControl. In the event of production outage or disruption caused by problems with neighbouring systems (including non-dorner products), the Dorner Service Team will be happy to assist you where possible. You can access the 24 Hour Package free of charge for three days a year. The dates of your choice must be requested at least two working days in advance. Should you require additional days with 24 Hour Service, we will be happy to draw up a proposal for you. Stored support data relating to your plant will be provided at your request.

) Archiving of your Dorner Software and all customisations 24 Hour Package free for three days Provision of stored support data relating to your plant The DornerServiceGuarantee is available for your

4 Consulting package Assistance for all problems, even where production is not affected Support for your employees regarding all issues relating to your Dorner product Minor software customisations performed free of charge Consulting on optimising your production process Annual user training at our training centre Support for your employees regarding issues relating to your Dorner product includes help with entering calibration data, silo changes, mix design changes, master data maintenance, general questions etc. Where possible, the Dorner Service Team will assist you with problems relating to neighbouring systems (including non-dorner products), even if your production is unaffected. Software customisations requiring up to two hours a year will be performed free of charge. Dates and locations for user training will be announced on request and published at Registration required.

includes help with entering calibration data, silo changes, mix design changes, master data maintenance, general questions etc.

5 Maintenance Package Annual hardware check On-site plant check-up by a Dorner service technician Spare parts guarantee for Dorner products 10% discount on spare parts The annual hardware check is performed via remote maintenance and includes, among other things: optimising dispense shutdown, backup controls, error log analysis, storage optimisation etc. Appointments by arrangement. The systems check is not available for systems of the PDS8/80 and PDS32/320 series. The on-site plant check-up includes a six-hour testing programme for your plant and is carried out on request. Travel expenses will be invoiced from the nearest service centre. The spare parts guarantee relates to availability and applies for 15 years from the acceptance date of your plant. The discount on spare parts cannot be combined with other discounts. 24 Hour Package Immediate 24/7 assistance in the event of production outage Immediate 24/7 assistance if production is disrupted The Dorner 24 Hour Package includes on-call service around the clock.

The systems check is not available for systems of the PDS8/80 and PDS32/320 series. The on-site plant check-up includes a six-hour testing programme for your plant and is carried out on request.

6 COMPETENT CONSULTING DORNER SERVICE GUARANTEE GUARANTEED RESPONSE TIMES OPTIMAL MAINTENANCE Competent consulting, optimal maintenance and guaranteed response times P service@dorner.at Service hours of the Dorner Specialist Team Monday to Friday: 7 a.m 7 p.m. Saturday: 7 a.m. 12 noon Our service is available on most bank holidays. For details, please see Guaranteed response time Your enquiry is recorded and assigned via the Dorner Help Desk Tool (ticket system). On request, we will provide immediate confirmation of your service enquiry by . The Dorner Service Team guarantees the following response times: Production outage No production possible. Immediately, always within 90 minutes Production disrupted Production possible to a limited extent. Immediately, always within 180 minutes Production unaffected Production fully possible. Within 2 working days Do you require services that are not included in your package, or would you currently prefer not to avail yourself of our DornerServiceGuarantee? Most of our services are nonetheless available to you, and will be invoiced on a time and material basis. We regret that response times can only be assured for ServiceGuarantee customers.

at/en/support Guaranteed response time Your enquiry is recorded and assigned via the Dorner Help Desk Tool (ticket system).

7 When a technical question or problem arises, it often requires a selection of experts who can assist us quickly in order to ensure that our production process runs smoothly. The DornerServiceGuarantee offers us this assistance fast and uncomplicatedly all from a single source. Having this guarantee, which has additionally been tailored entirely to our specific needs, makes our day-to-day work much easier for my employees and myself. Legal notice: All rights reserved, in particular rights created by patent grant or registration of a utility model or design. Subject to delivery and technical alterations. All hardware and software names used are registered trade names and/or trademarks of the respective manufacturers. Copyright Dorner Electronic, 08/2011 G. Schaffner, technical manager TB Umkirch

Having this guarantee, which has additionally been tailored entirely to our specific needs, makes our day-to-day work much easier for my employees and myself.

DornerServiceGuarantee for your DornerBatch ALL ROUND, CAREFREE

DornerServiceGuarantee for your DornerBatch ALL ROUND, CAREFREE DornerServiceGuarantee Our DornerServiceGuarantee Batch offers you comprehensive service and support beyond the warranty and with its add-on