Reliable machine service that stays predictable
Highly efficient machines require reliable support. With our Service Level Agreements (SLA), you benefit from
fast response times, clearly defined priorities and
transparent and predictable service costs. Whether you need occasional support, preventive maintenance, or maximum availability — we offer suitable service packages for every production environment.
fast response times, clearly defined priorities and
transparent and predictable service costs. Whether you need occasional support, preventive maintenance, or maximum availability — we offer suitable service packages for every production environment.
Your benefits at a glance
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Reliable response time
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Predictable costs
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Clear priorities
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Preventive inspections
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Transparent documentation
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Fewer downtimes
Our service packages at a glance
Comparison of service packages
| Service | Bronze | Silver | Gold |
|---|---|---|---|
| Support scope | 24 h/year | unlimited | unlimited |
| Inspection | – | 1×/year (incl. labor costs) | 1×/year (incl. labor & travel costs) |
| Priority | low | medium | high |
| Discount | – | 3% (spare parts & service) | 5% (spare parts & safety) |
| Target group | low need | preventive | maximum safety |
| Multi-machine discount |
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Frequently Asked Questions about our Service Level Agreements (SLA)
1. Which SLA packages are offered?
There are three service levels: Bronze, Silver and Gold – graded by scope of support, priority, and level of preventive coverage.
2. What are the fundamental differences between the three packages?
Bronze provides basic coverage with a support quota, Silver adds an annual inspection, and Gold builds on Silver by offering the highest priority plus included travel costs for the inspection visit.
3. What does the Bronze package include?
- Phone & remote support: 24 hours support quota per contract year
- Support during office hours (CET)
- Structured assistance
- Multi‑machine discount
- No inspection, no prioritization
4. What does the Silver package include?
- Phone & remote support: Unlimited support per contract year
- Support during office hours (CET)
- Prioritized processing
- 1 machine inspection incl. labor costs per contract year
- Report & recommendations
- Stocking concept for spare and wear parts
- Maintenance documentation & badge
- 3% discount on spare parts and hourly rates
- Multi‑machine discount
Travel costs not included
5. What does the Gold package include?
- Phone & remote support: Unlimited support per contract year
- Support during office hours (CET)
- Highest priority
- 1 machine inspection incl. labor & travel costs per contract year
- Report & recommendations
- Maintenance documentation & badge
- Stocking concept for wear and spare parts
- 5% discount on spare parts and hourly rates
- Multi‑machine discount
Travel costs included once per contract year
6. What are the response times?
Response always within one business day.
- Gold: highest priority
- Silver: prioritized
- Bronze: lower priority
- Pay-per-Use: based on availability
7. What happens during the annual inspection? How long does an inspection take?
- Condition analysis
- Inspection of key components
- Data evaluation
- Wear and risk analysis
- Check of critical functions
- No maintenance or repair
Duration: Typically 1–2 business days – depending on machine type and condition.
8. Are there any support limits?
- Bronze: 24 h/year (tracked by the minute)
- Silver/Gold: no limit during office hours
- Services beyond that → additional order
9. How does pay‑per‑use work?
- Per‑minute billing starting from the 16th minute
- No start-up fee
- Same price internationally (local currency possible)
- Travel costs charged separately for on-site visits
10. What documentation does the customer receive after a support case or an inspection?
Support case:
- Summary of the action taken
- Recommendations (if relevant)
- Protocol/report depending on the case
- Transparency about the services provided
Inspection:
- Written inspection report
- Prioritized recommendations
- Update and spare part recommendations
- Safety-related notes
- Documented machine condition assessment
Do you have questions or want to use our service?
We are happy to support you – fast, straightforward, and reliable.