Service contracts

Agreement

clear and detailed

For us, transparency is very important. Starting in 2019, your service agreement will therefore have an even clearer new structure.

1. Cover sheet with service plan overview

In combination with the different service plans, the cover sheet provides an introduction to the new agreement document.

1. Customer and Contract ID

For a rapid overview, you will find your customer number and agreement number in the header line of the document.

2. Ship-To

Starting in 2019, this will also include the delivery or service address, shown centrally on the cover sheet.

3. Payer

Details of the invoice recipient on the customer side are shown.

4. Contact

To ensure that we can respond to your concerns rapidly and effectively, any requests are handled centrally via telephone number +65 6890 0011.

5. Service plan 100

The service plan overview lists all service plans with their associated service products. Each of the service plans specifies the schedules and units applicable to the listed service products.

For example, Service Plan 100 includes the Comprehensive Care service package in respect of the calibration certificates and any annexes related to the instruments. The Comprehensive Care service package is one of the two basic packages and consists of on-site maintenance and a repair service including spare parts. (For more detailed contents, please see the “Global Service Excellence” brochure, page 10.) For this service package, there is also the option of adding our 24/7 service option. As well as constant availability, this also enables quicker response times and more flexible on-site interventions.

6. Service plan 200

Service Plan 200, for example, includes the Basic Care service package and associated calibration certificates. The service package consists of on-site maintenance and discounted hourly rates for any repairs.

Legend
As well as the customer and agreement number, the new structure of the document also includes the invoice recipient in the header line (Any Company Ltd, Any Street 1, 1111 Any Town). From now on, your request will be received centrally via telephone number +65 6890 0011 and passed on the appropriate team. The delivery and service address is now shown on the cover sheet. The focus is on the service plans together with the relevant service products (Comprehensive Care, Basic Care, Types of calibration certificate, etc.). The agreed dates, equipment lists and conditions are listed in the following sections.

The agreed conditions are shown grouped by service. If available, both the serial and inventory number are also shown.

1. Service Plan

This view enables you to associate the agreed conditions directly with the relevant service plan.

2. Conditions

By providing detailed information on the agreed conditions, we are aiming to make the process of identifying the price of any unplanned service interventions both clear and easily accessible.

3. Serial number

Inclusion of the serial number of the instrument enables you to definitively identify the relevant conditions agreed for any unplanned service interventions. We would be happy to include any company-internal details on our documents. Feel free to contact us for further information.

Legend
In the second section of the new agreement structure, you will see the agreed conditions applicable to any unplanned service interventions (in this case: -10%). This is made clear by the categorisation based on the instrument (B121145094) and service plan (100,200, etc.). The period of validity refers to the term of the service period.

The service plan details with instrument list provide a detailed overview of all service products and gives information on the service schedule.

1. Service Plan

This view makes it easy to see the service products associated with each service plan.

2. Schedule and tolerance period

The schedule indicates the agreed guideline schedule. This enables you the service products to be further categorised by time. The tolerance period allows us to deliver our services in a flexible way tailored to your needs.

3. Service products

The detailed list of service products shows the price details for each service product. Please note that the prices shown here are provided only as examples.

Legend

This view provides a summary based on an identical service period (21.09.2019), instrument (1116283380) and service package (Comprehensive Care, Calibrate ACC, Calibrate Manufacturer Annex). This gives an overview of the different service plans (100, 200, etc.) and a rapid summary of the services available for the instrument involved.

The service overview lists all instruments together with detailed information.

1. Instrument overview

The instrument overview lists all of the information for each instrument. Here, the details of the cost centre, inventory number and instrument location are modified to fit your specific case. Would you like to change your details? Please feel free to contact us.

2. Service products

The specific service products for each instrument are shown in summary form.

Legend

For the instrument with the serial number B121145094, the “Comprehensive Care” service package is offered. This consists of on-site maintenance of the instrument and the repair service including spare parts. The Calibrate Manufacture Annex is included with the Calibrate ACC calibration certificate. The prices are valid for the period from June 2019 to May 2020.
If available, customer-internal details such as the applicable cost centre, the inventory number and the instrument location are indicated.

Service Acknowledgement

electronic and informative

Our new service report is consequently structured and contains comprehensive information about the performed services. The digital format allows you to maintain a paperless and consistent archiving solution.

Invoice

transparent and comprehensive

For us it is important that any work we carry out is completed cleanly and efficiently. With our new standard we therefore aim to increase traceability.

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Service contracts

Agreement

clear and detailed

1. Customer and Contract ID

2. Ship-To

3. Payer

4. Contact

5. Service plan 100

6. Service plan 200

1. Service Plan

2. Conditions

3. Serial number

1. Service Plan

2. Schedule and tolerance period

3. Service products

1. Instrument overview

2. Service products

Service Acknowledgement

electronic and informative

Invoice

transparent and comprehensive

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