Product Care Programs
Continued Support through Customized Service
FILAMATIC’s Product Care Programs help identify changing levels of support throughout the serviceable life of our standard products. With our in-house manufacturing capabilities, we often extend the life of a system beyond normal equipment ranges. On a product’s last date of manufacture, we evaluate the product to determine its progression through different levels of its care program. These different program levels are identified below:
Care Program 1 – CPLevel1
Refers to products currently being manufactured. Full technical, field engineering, training, and spare parts support are available for these products.
Care Program 2 – CPLevel2
Refers to products that maintain the same level of support as CPLevel1 products even though they are no longer manufactured. FILAMATIC refurbished machines of this configuration are being sold and supported. Full technical, field engineering, and parts support are available for these products. Product training may be available.
Care Program 3 – CPLevel3
Refers to products whose last date of manufacture is more than ten years from the current date, and a review has determined that a reduced support program is appropriate. Once designated, a product will remain at this level for a minimum of two years. Support elements will be available on a decreasing basis. Product training may not be available. For products at this level, technical service, shall provide 8 hours of support prior to billing customer.
Care Program 4 – CPLevel4
Refers to products beyond the 20-year support level that FILAMATIC has determined are appropriate for a diminished service program. Field engineering, technical support, and product training will be provided per “as available” basis and may be a reasonably “chargeable” item. For products that fall into this level, technical service, shall provide 4 hours of support prior to billing customer.
The list below displays all FILAMATIC – Care Program Levels. For more information, please email email@example.com or call 866.258.1914.
- Care Program 1 – CPLevel1: Products manufactured in the past 5 years.
- Care Program 2 – CPLevel2: Products manufactured in the past 6 – 10 years.
- Care Program 3 – CPLevel3: Products manufactured in the past 11 – 20 years.
- Care Program 4 – CPLevel4: Products manufactured more than 20 years ago
Prepare for Tomorrow by Planning Today
CARE PROGRAM OPTIONS
CPLevel1 & CPLevel2
Full Technical support, product maintenance releases, updated product licenses.
8 hours of Technical support per customer facility. Technical support will be accounted for in ½ hour increments.
4 hours of Technical support per customer facility. Projects requiring machine serial number research will be charged a minimum of 1 hour for Technical Service. Technical support will be accounted for in ½ hour increments.
Third Party Support
Third party registration fees may be billed in addition to chargeable technical support time increments.
SERVICE TECHNICIAN PHONE RATES & AFTER HOURS PHONE RATES
(FILAMATIC visiting personnel in customer plant)
|During 8/5 Schedule||After 8/5 Schedule|
NOTE: Given the always shifting landscape in electronics and electrical spare parts, the above program levels may be updated regardless of equipment age. Original owners will be notified via Field Service Bulletins when that occurs.
For more information on the above Product Care Programs, please email firstname.lastname@example.org or call 866.258.1914.