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