Agilent Support Contract Solutions By Almasa Kljako 1 May 25, 2013
Agilent Support Contract Value Statement Faster mean time to repair Uptime assurance World class system uptime support Lower cost of ownership Improves time-to-market
Three Reason People Buy Support Cost Control Convenience Uptime
Agilent Support Offerings Options/Portfolio 1. Upfront Support Options Upfront calibration plans, software update subscription and extended warranty plans provide economical system support coverage service plans for 1 to 3 years. 2. Serialized Service Agreement Provides post warranty support services at fixed annual cost similar to that under warranty and more options to choose from, can be from 1 to 3 years. 3. Custom Support Agreement May be use to customized specific deliverables of existing agreement or a complete set of support deliverables to meet specific customer needs. 4. System Spares Onsite Agreement System support parts at customer site for the duration of the agreement. 5. Service Volume Agreement Provide pay-as-per-use agreement to support services and parts for faster turn around time to get required services. One purchase order required and invoices when services delivered. 6. Limited Part Agreement (FY08) 2 type is available: Part Exchange (PXA) or RTA Repair (RTA) agreements. Customer purchase pre-paid credits for for parts exchange or repair service. Limited also to the ICT system of parts repairable. 7. 3-in-1 PC Upgrade Agreement (FY08) Support agreement where the customer can request for 1-time controller upgrade to the latest, includes also software updates subscription and new controller hardware support. If needed one time software updates is included. 8. System Spare Onsite (FY11) Short term rental of i3070 system. 9. Training and Consultation Services Agreement (FY12) Provides PL HE services under a service agreement. 10. Per Incident Customers purchase services when needed. It requires a quotation and purchase order in each purchase.
Summary of Serialized Service Agreement Agreement Type AOI AXI ICT Automotive AXI Max + or Flex = ICT Max/Flex/Legacy 8x5 NBD 8x5 NBD 8x5 NBD 8x5 in 3 biz days Onsite ˚ 8x5 in 3 biz days 8x5 in 3 biz days 12x5 same day * 12x5 same day * 24x7 * 24x7 * 8x5 NBD (NBD) AXI Max + or Flex = ICT Max/Flex/Legacy 8x5 NBD 8x5 NBD 24x7 Phone 8x5 NBD 8x5 NBD 8x5 NBD 24x7 Phone Support 8x5 NBD 24x7 Phone 8x5 NBD 24x7 Phone Coop ˚ 8x5 NBD without parts Lite @ 8x5 NBD without parts ICT Flex/Legacy 8x5 NBD Coop Value ˚ 8x5 NBD 8x5 NBD 24x7 Phone 8x5 NBD 24x7 Phone 8x5/24x7 phone support 8x5 or 7x24 Coop Lite SUS with 8x5 phone support Includes 2 PM/year and Others labor. Parts are not Calibration 1x/2x per yr Note: included + Max options include x-ray tube part = Flex options exclude x-ray tube part, all other parts included. Compliment with SVA for x-ray tube @ Lite option does not include parts, require SVA to complete the support ˚ Typically part delivery in NBD (Next Business Day) Selling Support Agreement * Available in limited location, please check with support manager before quoting. Part delivery in 4 hrs. Page 5 25-May-13Month ##, 200X
Overview of AXI Support Features Support deliverables Max Flex Lite SVA Trade Remote HW/SW phone support X X X Onsite support X X X 1 X 2 X 2 X-ray survey (2x per year) X X X Preventive maintenance X X X X-ray Tube X Parts replacement All other parts X X Next business day parts delivery X X 3 X 3 X 4 Pay for parts as per usage X 5,6 X 6 X 6 X Prices starting from (depends service level and Actual Actual $32K+ $20K+ $10K+ country) Usage Usage [1] Provide onsite support if problem is not resolved remotely [2] Service is based on availability [3] AXI Support Flex or Lite with SVA for trade parts [4] In a typical SVA, part delivery is within 3 business days. Only for AXI Support Flex and Lite customer with SVA, part delivery will be upgraded to next business day whenever possible, at no additional charge. X-ray tube part has a warranty of 1 year. [5] Pay for X-ray tube only [6] Preferential discount applicable
Agilent Standard Support Offerings for 3070 and 5DX Cooperative Support Agilent offers 2 Levels of Cooperative Uptime Support: • Cooperative Support – Offered in either 8x5 Mon-Friday or 24x7. Includes the following: • M-F 8x5 or 24x7 Phone Support from the Customer Support Center (CSC) • M-F 8x5 Next Business Day On-site Support for problems that can be fixed remotely • Spare Parts Kit Replenishment and Uptime related parts replacement • Access to the Agilent Self-Help web site • 5DX systems get semi-annual PMs and Radiation Surveys • Yearly account management review • Customer must attend Maintenance training to be eligible for this Support offering
Agilent Standard Support Offerings for 3070 and 5DX cont… Cooperative Value Support (offered on the 3070 only) Agilent offers 2 Levels of Cooperative Value Support: • Cooperative Support – Offered in either 8x5 Mon-Friday or 24x7. Includes the following: • M-F 8x5 or 24x7 Phone Support from the Customer Support Center (CSC) • On-site Support for problems that can be fixed remotely must be paid for on a T&M basis (Separate P.O. is required) • Spare Parts Kit Replenishment and Uptime related parts replacement • Access to the Agilent Self-Help web site • Yearly account management review • Customer must attend Maintenance training to be eligible for this Support offering
Agilent Standard Support Offerings for 3070 and 5DX cont... Onsite Support Agilent offers 4 types of On-Site Support: • On-Site Support – Offered in either 3 Day, M-F 8x5 Next Business Day, M-F 8x5 4HR, or 24x7 4 hr response levels. Includes the following: • M-F 8x5 or 24x7 Phone Support from the Customer Support Center (CSC) • On-site Support by an Agilent Representative • Uptime related parts replacement • Access to the Agilent Self-Help web site • Semi-annual PMs (5DX systems also get 2 radiation surveys) • Yearly account management review
Agilent Standard Support Offerings for AOI Agilent offers 2 Levels of Uptime Support: • Cooperative Comprehensive Support – Offered in either 8x5 Mon-Friday or 24x7. Includes the following: • M-F 8x5 or 24x7 Phone Support from the Customer Support Center (CSC) • Next Business Day On-site Support for problems that can be fixed remotely • Spare Parts Kit Replenishment and Uptime related parts replacement • Access to the Agilent Self-Help web site • Software Response Center Support • Customer must attend Maintenance training to be eligible for this Support offering
Agilent Standard Support Offerings for AOI cont… • AOI Lite Support – Offered in either 8x5 Mon-Friday or 24x7. Includes the following: • M-F 8x5 or 24x7 Phone Support from the Customer Support Center (CSC) • Access to the Agilent Self-Help web site • On-site Support for problems that can be fixed remotely must be paid for on a T&M basis (Separate P.O. is required) • Software Response Center Support • Customer must attend Maintenance and/or User training to be eligible for this Support offering
3-in-1 PC Upgrade Support Agreement Sign up now to enjoy 1. Latest PC Controller for your 3070* 2. One-time software upgrade 3. One year hardware support and software upgrade subscription Benefits 1. Speed up with latest controller HW,SW & OS 2. No need capitalized budget 3. Pay over duration of support agreement rp5800 Key Specifications: Windows 7 Professional 32-bit Intel Core i5 Processor, 4GB memory, 250GB SATA Hard Drive • Available from June 2012 • Current model is rp5700 with Win7 with i3070 08.20p Microsoft and Windows are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries 12
Calibration Services Options All ICT Max and Flex support services includes system calibration license ICT Flex onsite calibration services is optional and can be included: • System calibration or ASRU adjust calibration • 1 or 2 times per year ICT Max includes system calibration service, 2 times per year Preventive maintenance is included as part of the onsite calibration service For customer who has the pre-requisite to self perform the ASRU adjust or system calibration but does not required hardware support from Agilent. Now Agilent can offer system calibration license-to-use to enable the system for customer self perform calibration. 13
With Agilent Support You Get… • The Fastest Mean Time-to-Repair • Global Presence • Flexibility • Affordability Which allows you to Cut costs, Build Profits, and Compete to Win! Page 14
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