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

  • multi level service agreements with guaranteed response times

  • process support by experienced engineers

  • client specific customisations and extensions

  • service hotline

  • user and software training

  • regular software updates

  • service contracts

GFH SERVICE AGREEMENTS

SERVICE LEVEL BASIC SILVER GOLD DIAMOND
Hotline 24/7 24/7 24/7 24/7
Availability of
qualified technicians
Mon.-Thur.: 08.00 – 17.00 GMT+1
Fri.: 08.00 – 12.30 GMT+1
Mon.-Thur.: 07.00 – 18.00 GMT+1
Fri.: 07.00 – 15.00 GMT+1
Mon.-Fri.: 06.00 – 22.00 GMT+1 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 < 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
SERVICE LEVEL BASIC
Hotline 24/7
Availability of qualified technicians Mon.-Thur.: 08.00 – 17.00 GMT+1
Fri.: 08.00 – 12.30 GMT+1
Response time phone < 8 h
Response time remote maintenance < 4 h
Response time on site (after decision concerning deployment, excl. travel time) < 5 days
Warranted on-site service (excl. travel time, on customer request) no
Online remote diagnosis and telephone support outside warranty 200 € / ticket
Software maintenance no
Minimum contract duration none
SERVICE LEVEL SILVER
Hotline 24/7
Availability of qualified technicians Mon.-Thur.: 07.00 – 18.00 GMT+1
Fri.: 07.00 – 15.00 GMT+1
Response time phone < 4 h
Response time remote maintenance < 2 h
Response time on site (after decision concerning deployment, excl. travel time) < 5 days
Warranted on-site service (excl. travel time, on customer request) yes
Online remote diagnosis and telephone support outside warranty 20 h inclusive / year
Software maintenance yes
Minimum contract duration 2 years
SERVICE LEVEL 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 years
SERVICE LEVEL 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 deployment, excl. travel time) < 1 day
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 years

Special Terms for Service Agreements