DornerServiceGuarantee for your DornerBatch ALL ROUND, CAREFREE

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1 DornerServiceGuarantee for your DornerBatch ALL ROUND, CAREFREE

2 DornerServiceGuarantee Our DornerServiceGuarantee Batch offers you comprehensive service and support beyond the warranty and with its add-on s is the optimal and straightforward solution for all your service requirements. DornerServiceGuarantee Batch Immediate assistance in case of production stoppage Immediate assistance in case of production disruption Assistance in case of problems in the control area (weighing units, probes, power unit etc.) The 24-hour free of charge for 3 days Installation of updates and patches in case of bugs Provision of support records on your system

3 Add-on s Consulting Help with all problems, even if production is not affected Support to your employees on all questions related to your Dorner product Support during form modifications Advice on the optimization of your production process Annual user training in our training centre Instruction of your key user after installation of updates Maintenance Annual hardware check On-site system check by a Dorner service engineer Spare parts guarantee for Dorner products 10% discount on spare part deliveries 24-hour 24 / 7 immediate assistance in case of production stoppage 24 / 7 immediate assistance in case of production disruption Update Regular updates of DornerBatch to the latest program release

4 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: Production stoppage Production not possible. Immediately, always within 90 minutes In case of production disruption Production possible with restrictions. Immediately, always within 180 minutes No production disruption Production possible with no restrictions. 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.

5 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 24-hour Update

6 COMPETENT CONSULTING DORNER SERVICE GUARANTEE GUARANTEED RESPONSE TIMES OPTIMAL MAINTENANCE Competent consulting, optimal maintenance and guaranteed response times T [email protected] 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 * 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 [email protected] 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, 01/2013