Service Contract by Using Latest On-line Technology for Service Support

Peter Lisec and Hubert Haselsteiner

Service contracts are providing confidence to the customer that the plant does get checked on a
regular basis. But it may be irritating because this preventive maintenance is more for the mechanical
parts of the plant than for the electrical and electronic components and programs. An emergency service
is necessary for unexpected malfunctions or complete stops of the machine which normally, and this is
the pain, occur during vast production volumes in high season.
In such cases only immediate service support and outstanding efficiency can avoid production losses,
delayed deliveries, extra costs on overtime a.s.o.
The latest international fax modem, e-mail, and satellite telecommunication system combined with a
worldwide spare-part stock and network are offering the possibility of providing solutions to the
customers’ problems just minutes after the event, as an example will show.

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