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 – 15.00 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 on deployment, travel time excluded) < 5 days < 5 days < 2 days < 1 day
Guaranteed on-site service (travel time excluded, upon customer request) no yes yes yes
Online remote diagnosis and telephone support outside of warranty 200 € 20 h inclusive/year 40 h inclusive/year 40 h inclusive/year
Software maintenance no yes yes yes
minimum term none 2 year 2 year 2 year
SERVICE LEVEL BASIC
Hotline 24/7
Availability of qualified technicians Mon.-Thur.:
08.00 – 17.00 GMT+1
Fri.:
08.00 – 15.00 GMT+1
Response time phone < 8 h
Response time remote maintenance < 4 h
Response time on site (after decision on deployment, travel time excluded) < 5 days
Guaranteed on-site service (travel time excluded, upon customer request) no
Online remote diagnosis and telephone support outside of warranty 200 €
Software maintenance no
minimum term 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 on deployment, travel time excluded) < 5 days
Guaranteed on-site service (travel time excluded, upon customer request) yes
Online remote diagnosis and telephone support outside of warranty 20 h inclusive/year
Software maintenance yes
minimum term 2 year
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 on deployment, travel time excluded) < 2 days
Guaranteed on-site service (travel time excluded, upon customer request) yes
Online remote diagnosis and telephone support outside of warranty 40 h inclusive/year
Software maintenance yes
minimum term 2 year
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 on deployment, travel time excluded) < 1 day
Guaranteed on-site service (travel time excluded, upon customer request) yes
Online remote diagnosis and telephone support outside of warranty 40 h inclusive/year
Software maintenance yes
minimum term 2 year