After Sales
Successful production not only requires high-performance laser machines but also their perfect support over the entire operating time. For us, the sale of the machine is therefore only the beginning of a long-term collaboration. According to the motto “the first machine distributes the sales, the second the service”, we offer you a complete service with various services.
After the installation of your machine, we support you with targeted machine and process training of your employees up to production support, so that you can operate your machine efficiently and profitably. Through maintenance contracts and selected spare parts offers, we offer you the opportunity to ensure a long-term high availability of your system. And if you do have a problem, our hotline with qualified technicians is at your disposal – in conjunction with the corresponding service level agreement, also around the clock on request.
HIGHLIGHTS
GFH SERVICE AGREEMENTS
| SERVICELEVEL | BASIC | SILVER | GOLD | DIAMOND |
|---|---|---|---|---|
| Hotline | 24/7 | 24/7 | 24/7 | 24/7 |
| Availability of qualified technicians – CET / CEST |
Mon.-Thur.: 08.00 – 17.00 Fr.: 08.00 – 12.30 |
Mon.-Thur.: 07.00 – 18.00 Fri.: 07.00 – 15.00 |
Mon.-Fri.: 06.00 – 22.00 | Mon.-Sun.: 24 h |
| Response time phone |
< 8 h | < 4 h | < 4 h | < 4 h |
| Response time remote maintenance |
< 4 h | < 2 h | < 2 h | < 2 h |
| Response time on site (after decision concerning deployment, excl. travel time) |
< 5 days (typ.) | < 5 days | < 2 days | < 1 day |
| Warranted on-site service (excl. travel time, on customer request) |
no | yes | yes | yes |
| Online remote diagnosis and telephone support outside warranty |
200 € / ticket | 20 h inclusive / year | 40 h inclusive / year | 40 h inclusive / year |
| Software maintenance | no | yes | yes | yes |
| Minimum contract duration |
none | 2 years | 2 years | 2 years |
| SERVICELEVEL BASIC |
|---|
|
Hotline 24/7 |
|
Availability of qualified technicians Mon.-Thur.: 08.00 – 17.00 GMT+1 |
|
Response time phone < 8 h |
|
Response time remote maintenance < 4 h |
|
Response time on site < 5 days (typ.) |
|
Warranted on-site service no |
|
Online remote diagnosis and telephone support outside warranty 200 € / ticket |
|
Software maintenance no |
|
Minimum contract duration none |
|
SERVICELEVEL SILVER |
|---|
|
Hotline 24/7 |
|
Availability of qualified technicians Mon.-Thur.: 07.00 – 18.00 GMT+1 |
|
Response time phone < 4 h |
|
Response time remote maintenance < 2 h |
|
Response time on site (after decision concerning < 5 days |
|
Warranted on-site service (excl. travel time, yes |
|
Online remote diagnosis and telephone support outside warranty 20 h inclusive/year |
|
Software maintenance yes |
|
Minimum contract duration 2 year |
|
SERVICELEVEL GOLD |
|---|
|
Hotline 24/7 |
|
Availability of qualified technicians Mon.-Fri.: 06.00 – 22.00 GMT+1 |
|
Response time phone < 4 h |
|
Response time remote maintenance < 2 h |
|
Response time on site (after decision concerning deployment, excl. travel time) < 2 days |
|
Warranted on-site service (excl. travel time, on customer request) yes |
|
Online remote diagnosis and telephone support outside warranty 40 h inclusive/year |
|
Software maintenance yes |
|
Minimum contract duration 2 year |
|
SERVICELEVEL DIAMOND |
|---|
|
Hotline 24/7 |
|
Availability of qualified technicians Mon.-Sun.: 24 h |
|
Response time phone < 4 h |
|
Response time remote maintenance < 2 h |
|
Response time on site (after decision concerning < 1 day |
|
Warranted on-site service (excl. travel time, yes |
|
Online remote diagnosis and telephone support outside warranty 40 h inclusive/year |
|
Software maintenance yes |
|
Minimum contract duration 2 year |
