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SUPPORT

Service

SprayVIEW Measurement System Service Offerings:

1. Complete Contract

2. Combined Contract

3. System Software Support Maintenance Contract

4. On-Demand Service and Support

1: Complete Contract Includes

All parts and labor required to maintain the system under normal use.

Annual Preventive Maintenance Visit

  • Complete instrument diagnostics
  • Testing, cleaning, and adjusting the SprayVIEW System’s Environmental Enclosure
  • Testing, cleaning, and adjusting the laser assembly
  • Testing, cleaning, and adjusting the camera assembly
  • Testing, cleaning, and adjusting the actuation system routine operations
  • Routine replacement of all required preventive maintenance parts
  • Replacement of all three filters on the system environmental enclosure
  • Replacement of any part of the laser assembly as needed
  • Replacement of any part of the camera as needed
  • Replacement of filters, belts, pulleys, and bearings of the actuation system as needed
  • Instrument operation verification
  • Instrument requalification
  • Actuation system operation verification
  • Laser operation verification
  • Imaging system operation verification
  • Replacement of up to 1 device holder with insert and collets
  • Travel, labor, room and board for implementation of the preventive maintenance protocol and one on-demand service visit
  • Labor, room and board for additional service visits

System and Software Support

  • Complete access to the Proveris Support Center for remote administration for troubleshooting and system maintenance
  • New Viota® instance installation with full Viota software support and maintenance
  • Viota software upgrades
  • Routine database performance check
  • Maintain the database logical file size
  • Maintain any database connectivity issue
  • Maintain any database slowness issue
  • Maintain and test the database backups (daily/ weekly)
  • Full access to the Proveris Support Center for phone and email support
  • Implementation of daily and weekly database checkups
  • Diagnosing of current methods and troubleshooting support for system performance and protocols
  • Software upgrades are performed at no charge. Installation is included. If validation is required, it is provided at a reduced cost.
  • Priority support scheduling with initial 24-hour response
  • Unlimited Viota client licenses for desktop analysis

Annual Training

  • At the Proveris Support Center or utilizing web-based training programs

On Demand Service Visit

  • One on-demand service visit per site in addition to the preventive maintenance (PM) visit which includes travel, room and board for implementation
  • Labor, room and board for all subsequent required service calls are included

2: Combined Contract Includes

  • Balancing cost versus risk - this contract reduces cost by excluding coverage on high value parts that rarely fail such as the laser, camera, and cabinet structures
  • All services and support described in the Complete Contract

3: System Software Support Maintenance Contract Includes

  • Proveris Support Center provides remote support to assure routine system and software operations/activities perform at optimal levels assuring compliance. Refer to applicable section of Complete Contract for coverage details.

4: System Software Support Maintenance Contract Includes

  • Services outside a contract such as repairs, calibration, and validation. Additional activities can include:
  • Recovery area relocation/adding a new hard drive
  • Database migration (depends on the DB size)
  • Database recover (depends on the DB size)
  • Oracle client/Viota application corruption
  • Full disaster restore using RMAN (recovery manager)

Quick Reference Chart

Contract
Major Parts*
Parts
Labor
On-Demand Visit**
PM Visit**
Training
Software Upgrades
Remote Service Support
Complete Contract
Y
Y
Y
Y
Y
Y
Y
Y
Combined Contract
Y
Y
Y
Y
Y
Y
Y
System Software Support
Maintenance Contract
Y
Y
Y
On-Demand Service***
Y
Y
Y
Y
Y
Y
Y
Y

* Major parts include the SprayVIEW system camera, laser, load cell, and Indizo system robotic arm and balance.

** Travel can be included for the first preventative maintenance and on-demand visit.

*** Available to customers with no contract in place. Quoted on an as-needed basis and ordered on individual purchase orders, with prices reflecting current market value. Priority scheduling is not included.

Training Programs Also Available

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From a Proveris Sales Associate