plasmo service portfolio
- Telephone support (telephone contract)
- Hotline support (Hotline support contract)
- Advanced-Hardware-Replacement (AHWR-contract)
- Guaranteed Hardware Replacement (GHE-contract)
- Software Updates
- Annual Maintenance Contract
Telephone Support (Telephone contract)
A maximum guaranteed call-back time of two hours ensures you preferential access to a qualified plasmo engineer, who supports you in the solution of the technical problem. If necessary a plasmo engineer will be assigned to support you locally in the elimination of the problem. Through a powerful Call Tracking database and a well organized escalation process, the plasmo service engineers are perfectly equipped to respond to your support queries fast and effectively.
Hotline Support (Hotline Support contract)
With a guaranteed response time of two hours, the plasmo support engineers attempt to localize the problem and to rectify it together with your service organization. Equipped with the latest analysis tools, our support engineers have the best possibilities of acquiring the data necessary and investigating the causes of complex problems.
If the error cannot be rectified, and if a hardware replacement is required, in accordance with the AHWR(Advanced-HardWare-Replacement)-contracts the parts necessary are quickly called up and delivered via logistics partners. For a support assignment on-site according to maintenance contract, the service engineer will visit your works.
Advanced Hardware Replacement (AHWR-contract)
If it is detected by your maintenance team and our support, that a hardware replacement is necessary, then the parts necessary are quickly called up from the maintenance contract warehouse and made ready for the logistics partner, in order to observe the delivery times agreed in the contract (e.g. 8h, 3 days, 5 days). The SLA (Service-Level-Agreements) are guaranteed based on the concluded variants. Basics for an AHWR-contract are a Telephone- or Hotline-Support contract.
Guaranteed Hardware Replacement (GHE-contract)
If it is detected, that a hardware replacement is necessary, then the parts necessary are quickly called up from the maintenance contract warehouse and made ready for the logistics partner, in order to observe the agreed delivery times (8h, 3 days, 5 days). The SLA (Service-Level-Agreements) are guaranteed based on the concluded variants. Without contract there is no right to a replacement device during the warranty period. After completion of the warranty period this contract is converted to an AHWR-contract. A 50% discount on the price of the AHWR-contract is granted on this GHE-contract. Condition for a GHE-contract are a Telephone- or Hotline-Support contract.
Software Updates
This service ensures, that you have automatic access to the latest versions of the plasmo software and this way your original software investment is protected and the performance capability of your inspection tool is optimized.
You can select between Upgrades (new Version), which involve larger modifications to the functionality of your software, and Maintenance Releases (Update Version), which improve the performance capability of your software and include smaller expansions.
You will receive a CD or a Download-Link with the software you require and the possibility to make copies of it according to your licenses. In addition, you will be sent Release Notes, Installation Instructions and appropriate manuals. Each time a new release is announced we will also send you information about the delivery dates and availability.
Annual Maintenance Contract
On conclusion of an annual maintenance contract the plasmo support engineers will inspect and certify settings, functioning capability as well as the inspection means capability of the systems after expiry of one year of operation. Critical wearing parts are cleaned or replaced. Wearing parts will be invoiced separately. Any eventual software updates will be installed by our engineers.
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