Service agreements

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The Service

AGREEMENT TYPES

INTRODUCTIONToday, preventive maintenance is far from just changing oil and greasing. Prima Power maintenance tasks are machine-specific and consist of dozens of different measurements, adjustments and software checks that can only be performed by OEM trained persons. Our philosophy is to monitor machine condition in order to save your time and money. The list of maintenance tasks is updated using the information we collect from the machine base. All our Service agreement customers can rely on maintenance performed according to latest information. This will make the total cost of ownership most economical. Making services Just in Time is part of our Green Means® concept.

A service agreement is the preferred way to take care of the machine life cycle. It is the best way to ensure that the maintenance program of the machine is followed and the risk of an unscheduled production stop is minimized. The higher level

Extended Care limits the customer service and spare part costs and works ideally for those who want to budget their costs.

If the machine stops unexpectedly it is vital to make the best possible preliminary diagnosis. Our target is to use remote connection tools to diagnose the situation. In many cases the problem can even be solved remotely or by instructing the customer to make a simple repair. Technical support during office hours is included in all our service agreements.

Services are scheduled for timely presence of appropriate resources, i.e. the service engineer(s) and spare parts at the customer. For smooth operation of our spare part logistics we have developed an electronic spare part book and also analyzed the machine base by country to work out the best inventory mix in the area. Our logistic carriers are leading global and local brands.

The idea

Prima Power service agreements are divided in two families: Preventive Care and Extended Care. By having even a basic level Preventive agreement the customer can ensure that the maintenance program of the machine is followed and the risk of an un-scheduled production stop is minimized. The higher level Extended Care limits the customer service and spare part costs and works ideally for those who want to budget their costs. Preventive Care consists of three types of agreements: Lite, Standard and Premium. Extended Care also consists of three types of agreements: Lite, Standard and Flex.

Standard in all Service Agreement:

- Free technical support during office hours

- Discounted fees on all spare parts

- Discounted fee on labour

- Priority on service interventions

- OEM Preventive Maintenance program

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AGREEMENT TYPES

INTRODUCTIONToday, preventive maintenance is far from just changing oil and greasing. Prima Power maintenance tasks are machine-specific and consist of dozens of different measurements, adjustments and software checks that can only be performed by OEM trained persons. Our philosophy is to monitor machine condition in order to save your time and money. The list of maintenance tasks is updated using the information we collect from the machine base. All our Service agreement customers can rely on maintenance performed according to latest information. This will make the total cost of ownership most economical. Making services Just in Time is part of our Green Means® concept.

A service agreement is the preferred way to take care of the machine life cycle. It is the best way to ensure that the maintenance program of the machine is followed and the risk of an unscheduled production stop is minimized. The higher level

Extended Care limits the customer service and spare part costs and works ideally for those who want to budget their costs.

If the machine stops unexpectedly it is vital to make the best possible preliminary diagnosis. Our target is to use remote connection tools to diagnose the situation. In many cases the problem can even be solved remotely or by instructing the customer to make a simple repair. Technical support during office hours is included in all our service agreements.

Services are scheduled for timely presence of appropriate resources, i.e. the service engineer(s) and spare parts at the customer. For smooth operation of our spare part logistics we have developed an electronic spare part book and also analyzed the machine base by country to work out the best inventory mix in the area. Our logistic carriers are leading global and local brands.

The idea

Prima Power service agreements are divided in two families: Preventive Care and Extended Care. By having even a basic level Preventive agreement the customer can ensure that the maintenance program of the machine is followed and the risk of an un-scheduled production stop is minimized. The higher level Extended Care limits the customer service and spare part costs and works ideally for those who want to budget their costs. Preventive Care consists of three types of agreements: Lite, Standard and Premium. Extended Care also consists of three types of agreements: Lite, Standard and Flex.

Standard in all Service Agreement:

- Free technical support during office hours

- Discounted fees on all spare parts

- Discounted fee on labour

- Priority on service interventions

- OEM Preventive Maintenance program

2 3

PREVENTIVE CARE

Lite Standard Premium

*Flex = Standard with self-care refund

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Lite Standard Flex*

EXTENDED CARE

Open the page to read more for Preventive Care Open the page to read more for Extended Care

Technical support Parts

Extra cost

Labour Travel cost

Flex

Corrective maintenance

Preventive maintenance

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PREVENTIVE CARE

Lite Standard Premium

*Flex = Standard with self-care refund

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Lite Standard Flex*

EXTENDED CARE

Open the page to read more for Preventive Care Open the page to read more for Extended Care

Technical support Parts

Extra cost

Labour Travel cost

Flex

Corrective maintenance

Preventive maintenance

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Extended Care Flex 3 case example

Customer has a roof in costs.

If the cost of corrective maintenance is lower than the roof, half of the difference is paid back in the next agreement.

An incentive for the customer to operate and maintain the equipment properly to keep the cost low.

Mutual motivation to keep the cost low!

Floor = Preventive maintenance cost = Minimum cost.

Costs below the roof, half of the differencerefunded.

Costs over the roof,no refund.

Cost below roof

Cost equalto roof

Cost overthe roof

Roof

Floor

EXTENDED CARE

Extended Care Lite

Extended Care Lite is designed for the customer who wants to have a fixed budget on everything else but spare parts. It includes all the preventive maintenance that is needed to upkeep the machine and also the service intervention and travel costs. The only separately chargeable item is spare parts needed in service interventions.

Extended Care Standard

Extended Care Standard was introduced by Prima Power in late 1990's. This type of agreement is very comprehensive, often described as "warranty extension" or "full service". To be precise, it includes firstly the preventive maintenance labour, travel and parts. Secondly, all service interventions including labour, travel and parts are also included. This type of Agreement is ideal for the customer who wants to have a fixed budget for machine upkeep. There are no surprises for the customer, even in the event of some expensive part failing in the machine the cost will fall on the agreement. There are just some consumable items such as lens, nozzle and conveyor belt that are not included.

Extended Care Flex

Extended Care Flex is in every respect like Standard, but with a twist. It is designed for the customer who wants to have a roof on their service costs but also to have the benefit if they can keep the cost low. It means that when the Agreement is being made there are two numbers defined, Roof and Floor. The Roof means that even with many unfortunate events the service cost cannot go over a defined limit. The Floor means an level of cost that includes preventive maintenance costs plus minimum risk handling cost of service interventions. It works as follows: 1. In case of high annual cost the customer has the maximum charge of Roof. 2. In case of low annual cost the customer will be refunded half of the difference between the Roof and the real cost, but no lower than the Floor.

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Technical support Parts

Extra cost

Labour Travel cost

Flex

Corrective maintenance

Preventive maintenance

Extended Care Flex 3 case example

Customer has a roof in costs.

If the cost of corrective maintenance is lower than the roof, half of the difference is paid back in the next agreement.

An incentive for the customer to operate and maintain the equipment properly to keep the cost low.

Mutual motivation to keep the cost low!

Floor = Preventive maintenance cost = Minimum cost.

Costs below the roof, half of the differencerefunded.

Costs over the roof,no refund.

Cost below roof

Cost equalto roof

Cost overthe roof

Roof

Floor

EXTENDED CARE

Extended Care Lite

Extended Care Lite is designed for the customer who wants to have a fixed budget on everything else but spare parts. It includes all the preventive maintenance that is needed to upkeep the machine and also the service intervention and travel costs. The only separately chargeable item is spare parts needed in service interventions.

Extended Care Standard

Extended Care Standard was introduced by Prima Power in late 1990's. This type of agreement is very comprehensive, often described as "warranty extension" or "full service". To be precise, it includes firstly the preventive maintenance labour, travel and parts. Secondly, all service interventions including labour, travel and parts are also included. This type of Agreement is ideal for the customer who wants to have a fixed budget for machine upkeep. There are no surprises for the customer, even in the event of some expensive part failing in the machine the cost will fall on the agreement. There are just some consumable items such as lens, nozzle and conveyor belt that are not included.

Extended Care Flex

Extended Care Flex is in every respect like Standard, but with a twist. It is designed for the customer who wants to have a roof on their service costs but also to have the benefit if they can keep the cost low. It means that when the Agreement is being made there are two numbers defined, Roof and Floor. The Roof means that even with many unfortunate events the service cost cannot go over a defined limit. The Floor means an level of cost that includes preventive maintenance costs plus minimum risk handling cost of service interventions. It works as follows: 1. In case of high annual cost the customer has the maximum charge of Roof. 2. In case of low annual cost the customer will be refunded half of the difference between the Roof and the real cost, but no lower than the Floor.

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Technical support Parts

Extra cost

Labour Travel cost

Flex

Corrective maintenance

Preventive maintenance

Between one to five days can be included in the package on top of the Preventive maintenance visits.

Prepaid service interventions are priced lower than in normal price list.

The unit for service intervention is one day. It includes travel and labour costs.

If some days are not used these can be transferred to the next year.

PREVENTIVE CARE

Preventive Care Lite

Preventive Care Lite is designed for customers who want to have a planned OEM preventive maintenance program as well as access to Prima Power technical support during office hours in the most economical way. This type of agreement includes preventive maintenance labour and travel costs. The customer is charged for the spare parts used in maintenance, such as filters and batteries, but gets these parts discounted as per agreement. If there are further problems with the machine, the customer can contact free technical support during office hours and, if necessary, order a service intervention at discounted rate.

Preventive Care Standard

Preventive Care Standard is the service agreement most commonly chosen by Prima Power customers. It guarantees that preventive maintenance is performed at a fixed price, including labour, travel and spare part costs. Should there be a need for service intervention, it is charged at a discounted rate.

Preventive Care Premium

Preventive Care Premium is a new type of agreement that is tailored for the needs of the customer wanting the machine maintained in a preventive way but also to pre-budget some service interventions in the fixed price. The unit for such service intervention is one day and it is priced very attractively. The number of intervention days can be agreed flexibly from one to five days. If some days are not used these can be transferred to the next year.

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Technical support Parts

Extra cost

Labour Travel cost

Flex

Corrective maintenance

Preventive maintenance

Preventive Care Premium package

Three serviceinterventionsincluded

Preventivemaintenance

Example: three cases

Between one to five days can be included in the package on top of the Preventive maintenance visits.

Prepaid service interventions are priced lower than in normal price list.

The unit for service intervention is one day. It includes travel and labour costs.

If some days are not used these can be transferred to the next year.

PREVENTIVE CARE

Preventive Care Lite

Preventive Care Lite is designed for customers who want to have a planned OEM preventive maintenance program as well as access to Prima Power technical support during office hours in the most economical way. This type of agreement includes preventive maintenance labour and travel costs. The customer is charged for the spare parts used in maintenance, such as filters and batteries, but gets these parts discounted as per agreement. If there are further problems with the machine, the customer can contact free technical support during office hours and, if necessary, order a service intervention at discounted rate.

Preventive Care Standard

Preventive Care Standard is the service agreement most commonly chosen by Prima Power customers. It guarantees that preventive maintenance is performed at a fixed price, including labour, travel and spare part costs. Should there be a need for service intervention, it is charged at a discounted rate.

Preventive Care Premium

Preventive Care Premium is a new type of agreement that is tailored for the needs of the customer wanting the machine maintained in a preventive way but also to pre-budget some service interventions in the fixed price. The unit for such service intervention is one day and it is priced very attractively. The number of intervention days can be agreed flexibly from one to five days. If some days are not used these can be transferred to the next year.

87

Technical support Parts

Extra cost

Labour Travel cost

Flex

Corrective maintenance

Preventive maintenance

Preventive Care Premium package

Three serviceinterventionsincluded

Preventivemaintenance

Example: three cases

BENEFITS- Well performed preventive maintenance reduces the number of unexpected failures and shutdowns.

- Short, well planned maintenance shutdowns; planned shutdown is always cheaper than unplanned.

- Machine is able to function continuously at full capacity and with optimum process efficiency.

- Machine produces best possible quality.

- Competitive maintenance cost

- Safe working environment

- Minimized impact on environment

NOTES

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BENEFITS- Well performed preventive maintenance reduces the number of unexpected failures and shutdowns.

- Short, well planned maintenance shutdowns; planned shutdown is always cheaper than unplanned.

- Machine is able to function continuously at full capacity and with optimum process efficiency.

- Machine produces best possible quality.

- Competitive maintenance cost

- Safe working environment

- Minimized impact on environment

NOTES

1110

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B/Feb2014 ©

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