The scope of work shall include all checks and tests as detailed under routine maintenance services. In addition, annual maintenance services shall also include
Deputing qualified and experienced service persons for the upkeep and maintenance of the equipment as and when required
- Carry out all minor repairs, Programming’s with the support of our Parent company in Germany
- Provide and maintain the required peripherals and hardware for maintaining the systems
- Any other maintenance work to be undertaken related to the spares
- HEXA contract would be comprehensive i.e. including replacement of spare parts, Repair and Replacement
Comprehensive Annual Maintenance contract includes Break-Down Services by default. In case an equipment needs replacement during the course of the contract the charges of that would be borne by the Buyer separately,
On call BDS services shall include attending to any complaint, repair or replacement for any time of the contract period. In case an equipment needs replacement during the course of the contract the charges of that would be borne by the Buyer separately.
The Break down service should be provided at the buyer’s premises however standby arrangement is to be made in case the equipment is to be taken to workshop for repairs.
Following registers are to be maintained by technicians at Head Office without fail:
Service /Breakdown Register: The machines serviced/ maintained / repaired have to be recorded in register and endorsement from End User Department has to be obtained in register. Also, Further service reports are to be made after carrying out periodical servicing and endorsement (Sign and Seal) to be obtained from End User Department.
Complaint Register: All complaints received with respect to machines under AMC are to be recorded with time and date of receipt, as and when complaints are received from end user departments.
Spare Tool and Tackle Register: All the spares and tools and tackles are to recorded in the register. Spares taken outside the premises also to be recorded with serial number of spare and in and out date and time
Ordinarily a complaint must be attended within 4 hours whenever no change of part is involved, however, in case of requirement of change of spare part, the complaint may be attended within 48 hours of its receipt.
All break-down complaints must be attended within 24 hours on receipt of call where change of part is required.
The response time is subject to working days during working hours.
in case of requirement of change of spare part, the complaint may be attended within 48 hours of its receipt.
Majority of faults should be rectified in the first response itself. However, maximum period allowed for defect rectification shall be 48 hours.