Machine stands still until failure has been resolved.

Definition:

The malfunction leads to a total loss of production at this machine. No production is possible with this machine.

Response:

within 4 hours ^*

Service Level Commitment:

Until the issue is resolved or can be bypassed, TEEPACK's support specialists ensure a continuous hotline and remote support during response times. The customer is obliged to provide the corresponding documentation, systems and personnel to solve the issue. If these customer resources are not available, the priority level is reduced to "high". If TEEPACK can offer a temporary solution, the priority level will be re-evaluated. If the issue cannot be resolved via hotline or remote service, a service technician will be deployed at the customer's site.

Service Level Goal:

TEEPACK will provide a solution that resolves the problem or prevents it until the final solution is found.

Machine is running, shows significant operational limitation.

Definition:

The malfunction leads to a serious partial loss of production at this machine. This can be caused, for example, by recurrent malfunctions or a malfunction-related reduction in production speed. The machine can produce, but production is

Response:

within 7 hours ^*

Service Level Commitment:

TEEPACK deploys support specialists to analyze the issue during the response times. The customer is obliged to provide the necessary documentation, systems and personnel to solve the issue. In case TEEPACK can offer a temporary solution, the priority level will be re-evaluated. If the case cannot be solved directly via hotline or remote service, additional analyses and work may become necessary. Possibly a service technician at the customer's site, which is subject to a charge, can be considered.

Service Level Goal:

TEEPACK will make every reasonable effort to prevent or resolve the problem. A permanent solution will be considered in a future product version (hardware/software).

Machine is running, shows slight operational limitation.

Definition:

The malfunction leads to a small partial failure of the production at this machine, and/or leads to small functional limitations of the machine.

Response:

within 10 hours ^*

Service Level Commitment:

The TEEPACK support specialist analyses the issue during the response times and tries to find a solution. If an error is detected, it will be verified and documented.

Service Level Goal:

TEEPACK will make every reasonable effort to prevent or resolve the problem. A permanent solution will be considered in a future product version (hardware/software).

Machine is running, no significant operational limitation.

Definition:

The malfunction results in no or very little loss of production, e.g. an error in the documentation or a typo in error messages.

Response:

within 14 hours ^*

Service Level Commitment:

The TEEPACK support specialist analyses the issue during the response times and tries to find a solution. If an error is detected, it will be verified and documented.

Service Level Goal:

TEEPACK will consider correcting the problem in a future product version (hardware/software).

^* After receiving the malfunction report by e-mail or phone, TEEPACK gives a response within business hours according to the response time. Business hours: Monday to Thursday 08:00 to 16:00, Friday 08:00 to 14:00 CET (except statutory holidays and TEEPACK bridging days)

The documented Service Level Goals are guidelines for response times of the respective situation. These objectives are documented for information purposes and should not be considered as legal obligations or agreements.