Priority Level
CriticalMachine stands still until failure has been resolved.
HighMachine is running, shows significant operational limitation.
MediumMachine is running, shows slight operational limitation.
LowMachine is running, no significant operational limitation.
Definition
The malfunction leads to a total loss of production at this machine. No production is possible with this machine.
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
The malfunction leads to a small partial failure of the production at this machine, and/or leads to small functional limitations of the machine.
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 4 hours *
within 7 hours *
within 10 hours *
within 14 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.
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.
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.
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 provide a solution that resolves the problem or prevents it until the final solution is found.
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).
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).
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.