In our industry, every minute counts. Downtime incurs costs, disrupts processes and jeopardises delivery dates. Transparency, fast response times and reliable service processes are therefore more important than ever for machine and plant operators. This is precisely why we are taking a big step forward with our new, clearly defined service level agreements (SLAs). For the first time, we are offering you complete planning security, fixed response times and transparent cost structures with a clear contractual guarantee.
If service contracts are unclear or highly individualised, this creates uncertainty for customers. Response times, on-call services and associated costs are therefore unclear. Our customers expect a clear service promise and a service partner who responds quickly. We have designed our new SLAs with this in mind.
Service Level Agreement for Machines:
What should be included in an SLA?
- Scope of services: Which services are included (e.g., remote support, on-site service, maintenance)?
- Service hours & on-call service: When is support available?
- SLA response time: Time until troubleshooting begins.
- Resolution time/recovery time: Target time until the problem is resolved or recovery is complete.
- Priorities & escalation: What is critical and how is it escalated?
- Measurement & transparency: When does the clock start, when does it stop, how is it documented?
SLAs enable you to:
- Calculate costs instead of facing unpredictable expenses
- rely on response times instead of being told, "We'll get back to you as soon as someone is available"
- define service scopes instead of relying on unclear ad hoc agreements.
- customise a modular system tailored to your needs.
- connect digitally for real-time remote troubleshooting.
This gives you, as an operator, the security you need in your daily operations.
The new SLA concept is modular, clearly structured and customer-oriented
We have completely overhauled our service portfolio, dividing it into clear modules. While inspection and maintenance were previously the only components of a service package, we now offer a complete, professionally structured SLA system.
Our service modules include:
A compact basic package that includes regular system inspection and preventive maintenance.
→ As a package price, so you can plan for the long term.
We will begin troubleshooting within a defined time window, either over the phone or remotely.This applies during extended on-call hours.
→ This response time does not apply to customers outside the SLA.
If remote support is insufficient, we will dispatch a qualified service technician within a defined timeframe, regardless of the current deployment schedule.
A fixed, discounted annual quota of remote service hours.
→ Immediate assistance without repeated commissioning processes.
In addition to remote services, we now offer an annual on-site service hourly quota. This enables you to secure a fixed budget for technical support at your premises, eliminating the need for individual orders and offering particularly attractive conditions.
SLA: Advantages for our customers
The new SLAs offer a number of advantages:
Clear service commitments instead of vague statements.
Guaranteed response times and processes.
Planning reliability and cost control
- Package prices for inspection and maintenance
- Fixed prices for additional SLA modules
- Price guarantee and calculable budgets
Prioritised treatment
SLA customers receive prioritised support and faster dispatch.
More efficient processes with VSC.connect:
No delays, no wasted time – just immediate remote support.
Our new service level agreements bring transparency, speed and security to your service processes. With clearly defined response times, extended on-call services and digital support from VSC.connect, we prioritise keeping your machines running reliably and efficiently.
A digital prerequisite and an enormous advantage: VSC.connect
The new SLAs are centred around the digital connection via VSC.connect.
Why?
- We can see problems before they become critical.
- Remote diagnostics start without delay.
- Response times and hourly quotas can be used efficiently.
- The remote process is defined in the contract, so there are no more organisational delays.
VSC.connect is a prerequisite for remote quotas, and for SLA customers it significantly speeds up service.
FAQ
SLA stands for Service Level Agreement. It refers to measurable service targets such as response time, service hours and escalation processes.
An SLA is a service agreement that measurably defines how quickly and to what extent service is provided.
Various services were already available, but without a uniform and clearly communicated framework. We now offer a complete, structured SLA system with a clear service promise in terms of response times, defined costs and prioritised support.
We begin troubleshooting within clearly defined times – either by telephone or remotely. This only applies to SLA customers and during extended on-call hours.
If remote support does not produce the desired result and the machine is down, a technician will be dispatched within a contractually agreed period of time.
- Fixed annual costs
- Discounted hourly rates
- Immediate response without re-commissioning
For all remote services: Yes.
This is the only way we can respond quickly and efficiently.
An SLA is worthwhile for all operators for whom high system availability is crucial. Regular inspections reduce the risk of downtime and secure investments in the long term. Customers also benefit from predictable costs, fast response times and prioritised support.
Exclusive time slots for SLA customers during which our response time modules apply – a real distinguishing feature.
No. SLAs relate to service provision, not spare parts requirements.
At least two years, so that you have complete cost and planning security.
It is free of charge and included for SLA customers.
A fixed annual quota of technician hours. The hours can be used flexibly for maintenance, repairs or even travel time.
You benefit from fixed costs, reduced hourly rates, fast response times without additional paperwork, and direct support from qualified service technicians.
Put together an SLA module for your Vecoplan system now!
Would you like a service level agreement that transparently regulates the scope of services, response times and costs? With the Vecoplan SLA kit, you can combine exactly the service modules that suit your business, from maintenance/inspection to remote and on-site quotas.
Get in touch with us: we will advise you and put together the right package for you.
