DornerServiceGuarantee for your DornerOptimize

Transcription

1 DornerServiceGuarantee for your DornerOptimize

2 The Dorner service philosophy The DornerServiceGuarantee is a premium service for your Dorner product. 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 s 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 attractive, freely selectable add-on s: Consulting Maintenance Telephone Telematics Server hosting

3 DornerServiceGuarantee Our DornerServiceGuarantee Optimize offers you comprehensive service and support beyond the warranty. While the basic (DornerServiceGuarantee) is mandatory, you can choose from additional attractive s. DornerServiceGuarantee Optimize Immediate assistance in case of failure of DornerOptimize Immediate assistance in case of disruption to DornerOptimize Ongoing license costs for the online map service Installation of updates and patches in case of bugs Provision of support records on your system Regular updates of DornerOptimize to the latest program release

4 Add-on s Consulting Advice on questions relating to program functions and system connectivity Annual workshop with user training in our training centre Instruction of your key user after installation of updates 3h service points quota per year, per plant licence Maintenance Server system check via remote maintenance Annual on-site maintenance visit 3h service points quota per year, per plant licence Telephone This is mandatory on the provision of telephone integration by Dorner. Assistance with problems with your telephone integration (ONSOFT) Coordination of the support service with the manufacturer Telematics This is mandatory on the provision of telematics equipment by Dorner. Assistance with problems with your telematics devices Assistance with problems with your status signaller box Coordination of the support service with the manufacturer Server hosting Hosting of your DornerOptimize in our data centre Very high server-side performance due to latest multicore hardware and backbone highspeed Internet connection Administration, backup and monitoring of the server undertaken by Dorner

5 Guaranteed response time Your enquiry is recorded and assigned using 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: Failure of Optimize e.g. server not available, failure of multiple workstations, impossible to enter or edit orders, planning no longer possible etc. Immediately, always within 90 minutes Disruption to Optimize e.g. failure of connection to individual plants, failure of individual workstations, failure of individual program functions etc. Immediately, always within 180 minutes No disruption to Optimize Planning is possible with no restrictions e.g. consulting, training, general questions etc. Within 2 working days Do you require services that are not included in your? 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.

6 COMPETENT CONSULTING DORNER SERVICE GUARANTEE GUARANTEED RESPONSE TIMES OPTIMAL MAINTENANCE Competent consulting, optimal maintenance and guaranteed response times T service@dorner.at Service hours of the Dorner Specialist Team Monday to Friday: 7 a.m. 7 p.m.* Our service is available on most bank holidays. For details, please see * Updates, data retrieval or other maintenance work on your system can only be carried out on working days between 7 a.m. and 7 p.m. by appointment (additional time slots on request). Dorner Electronic GmbH Kohlgrub Egg Austria T F info@dorner.at Legal notice: All rights reserved, including rights created by patent grant or registration of a utility model. 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, 03/2016