Customer Service Agreements
Maximizing the returns on your capital investment while minimizing your ownership costs, that's what a Siemens Customer Service Agreement is all about.
In today's cost-conscious environment, our customer service agreements are an attractive way to manage and reduce costs. These agreements are designed specifically to fit your needs and can include a combination of all the various services we have to offer, such as on-site personnel, remote support analysis and training.
All Siemens Analytical Service Agreements are individually tailored to provide the specific coverage you desire. We offer four different levels of support: a Bronze, a Silver, a Gold and a Platinum Agreement.
Bronze Agreement
Our Bronze coverage is designed for those customers with adequate technical staff in place to support their analytical systems.
The technical experts at the Siemens Response Center (SRC) will provide you with extensive support to rapidly resolve most questions right over the phone. SRC experts have direct access to our on-line field service information network with up-to-date records of all systems reported issues and their disposition. The Bronze agreement also includes Call Management with guaranteed response time, software updates, material response program, and priority access to our man power resources during emergencies should on-site support be required.
Silver Agreement
Our Silver coverage is designed for those customers that have adequate technical staff but require additional on-site support to supplement in-house resources.
The technical experts at the SRC will provide you with extensive support to rapidly resolve most questions right over the phone. SRC experts have direct access to our on-line field service information network with up-to-date records of all systems reported issues and their disposition. The Silver agreement also includes Call Management with guaranteed response time, software updates, material response program, and priority access to our man power resources during emergencies should on-site support be required.
Gold Agreement
Our Gold coverage is designed for those customers that will probably require some level of on-site support to supplement in-house resources along with quick response time during emergencies.
The Gold agreement includes those services outlined in the Silver agreement plus a site management guide, remote predictive and remedial services, along with a planned program of scheduled on-site preventive maintenance activities designed specifically for your system. With our remote connect capability, we can view your system’s health and assist site personnel to resolve problems quickly without time delays and reduced cost traveling to site. In the event the problem cannot be resolved remotely, customers with our Gold Agreement have priority access to our man power resources during emergencies should on-site support be required.
Platinum Agreement
Our Platinum coverage is designed for those customers with critical analysis and looking for maximum support to meet guaranteed up time requirements.
The Platinum Agreement includes those services provided under the Silver and Gold Agreement plus access to remote remedial and technical hotline, 24 hours a day, 7 days a week. The Platinum Agreement provides a site management guide, remote predictive and remote remedial services, along with a planned program of scheduled on-site preventive maintenance activities designed specifically for your system. With our remote connect capability we can view your system’s health and assist site personnel to resolve problems quickly without time delays and reduced cost traveling to site.
Customer Service Agreements Brochure
Direct Contact
Will McCurley
will.mccurley@siemens.com
Technical Support, Service, Spare Parts, Training
Phone: 1-800-448-8224 (U.S. Only - 24-hr)
Phone: 918-662-7030 (Outside the USA)
Fax: 918-662-7482 - Spare Parts and Technical Support
Fax: 713-939-9201 - Service and Training