EOSINT M 270 Maintenance Program Information

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EOSINT M270 - Maintenance Program

EOS is currently the world's leading manufacturer of laser-sintering

technologies for Rapid Prototyping, Rapid Tooling and Rapid
Manufacturing and has set standards world-wide regarding productivity
and product quality.
Our comprehensive maintenance program offers you a range of
options, enabling you to choose a contract adapted to your needs and
helping you to ensure a high availability of your investment and protect
your competitiveness and market position.
A Maintenance Contract guarantees that specialists periodically take
care of your system and maintain it preventively in order to avoid
unforeseen losses of production due to wear.
Our Service Contracts assure not only repair and maintenance but also
short reaction times in repair cases at fixed-calculated costs.
Customers under contract are required to have someone formally
trained by EOS on site whenever technical support is required.

1.1 Single Visit Maintenance

To be recommended for customers who use their system less than
1500 laser hours per year and prefer to pay the maintenance visit in a
lump sum instead of on a time and material basis.
The following services are included:
- labor cost for 1 single maintenance visit per year
- maintenance parts

1.2 Maintenance Contract

To avoid unexpected production breakdown due to machine wear, this
option offers you the following services:
- Hotline Support
- Two maintenance visits per year
- working expenses included
- Maintenance parts
- Preferred reaction time in case of service problems compared
to non-contract customers

28970 Cabot Drive

Novi, MI. 48377
Internet: www.eos.info
EOSINT M 270 Maintenance Program Information
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- Reduced labor cost for service

Options Maintenance contract

1.2.1 Laser program

A laser warranty extension or insurance guarantees that your laser can
be exchanged in a short time in order to keep production losses as low
as possible.

Laser Extension Warranty

- Exchange laser free of charge
- Maximum possible extension of the base warranty up to a
total of 5 years in case of a new laser and up to a total of 3
years in case of a used laser

Laser insurance
If faulty the laser will be exchanged against a used laser

-Free of charge if the insurance commenced immediately upon

expiry of the base warranty or of a preceding Premium Service
Agreement
- And charged proportionately according to the following
scheme in case the laser is out of warranty:
• during the first Insurance Year at 67% of the list
price
• during the second Insurance Year at 33% of the list
price
• free of charge for all following periods.

- Unlimited extension

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For detailed information please refer to the attached Info quote

“Laser program”.

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1.3 Service Contract

For customers who need short reaction time in case of repair and prefer
to pay for wearing parts according to actual usage instead of as a flat-
rate:
- features like Maintenance Contract, additionally:
- a reaction time of 48 hours in case of problems (written, by
phone or on-site)
- spare parts included
- 10% discount on laser price
- expenses for maintenance and service included

Options Service Contract

1.3.1 Laser program
Services as described under Sec. 1.2.2

1.4 Premium Service Contract

Our most comprehensive general protection program for customers
who want insurable costs and short reaction time includes:
- features like Service Contract, additionally:
- a reaction time of 24 hours in case of problems (written, by
phone or on-site)
- wearing parts included
- exchange laser included*

* See restrictions under 2.4.3

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2 Description - Services
Our performance is subject solely to the conditions specified in the
Service Contract. The essential items are described herein.

2.1 Hotline
The customer is entitled to receive telephone support in case of system
failures or problems with the components of the EOS technology.

The telephone support (“Hotline”) is available from Monday thru

Thursday from, 8:00am to 12:00pm and from 1:00pm to 8:00pm and on
Friday from 8:00am to 5:00pm (EST) under the number:
Telephone: (877) 337-8257

Within the scope of the telephone support the customer will receive the
following process support if needed:
- Advice for building difficult parts
- Support for data preparation
- Optimisation of building process
- Advice for support generation
- Instructions for part finishing
- Instruction for part cleaning
- Support to locate problems on EOSINT machines
- If possible solve problems on EOSINT machines

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2.2 Working hours for preventive maintenance work

The preventive maintenance is carried out regularly every 6 months
according to arrangements with the Customer.
The type and extent of the work to be done during maintenance can be
found in the work plan.
The customer receives after each maintenance visit a detailed report.

2.3 Reaction Time In Case of problems

The customer is guaranteed written, verbal (telephone) or personal (on-
site) assistance in the case of machine errors or problems related to the
use of components of the EOS technology.
EOS guarantees a reaction time of 48 hours (24 hours for a Premium
Service Contract) from Monday to Thursday, 8:00am to 5:00pm (EST)
and on Friday from 8:00am to 5:00pm with exception of the official
holidays as recognized by EOS of North America.
If a service call is received on a Friday, the service operation will be
carried out on the following Monday. If a service call is received during
a holiday, the service operation will be carried out on the following work
day (Monday to Friday).

2.4 Consumables, Wearing and Spare Parts

2.4.1 Maintenance Contract

The Customer receives parts to be exchanged regularly during

maintenance and all consumable materials required for the preventive
maintenance free of charge from the North America office.
Additional spare and wearing parts are not covered by this
maintenance contract and will be invoiced separately.
A classification of parts can be found on the spare and wearing parts
list.

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2.4.2 Service Contract

The Customer receives all parts to be exchanged regularly during

maintenance, all consumable materials required and all spare parts free
of charge from the North America office in case parts cannot be
repaired at Customer site. Wearing parts and all laser parts are not
covered by this contract and will be invoiced separately.
The customer is granted a discount of 10% for exchange lasers and
laser components.
A classification of parts can be found on the spare and wearing parts
list.

2.4.3 Premium Service Contract

The Customer receives all parts to be exchanged regularly during

maintenance, all consumable materials required and all spare and
wearing parts free of charge from the North America office in case parts
cannot be repaired at Customer site.
Restrictions:
- Because the wear of the F-Theta lens and the recoater blades
depend very much on the careful use and maintenance of the
customer, the exchange of these parts is restricted as follows:
- The free exchange of the F-Theta lens is limited to 1 piece
per 24 months.
- The free exchange of the recoater blades is limited to one
set / piece per 12 months.
- EOS will charge the exchange of the laser proportionately
according to the following scheme, except if the contract
directly follows the warranty period or a preceding Premium
Service Contract.
• during the first Contract Year at 67% of the list price
• during the second Contract Year at 33% of the list
price
• free of charge for all following periods

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3 Travelling time and expenses

Under a full coverage Premium Service Contract all travel and expenses
are included.
For all other contracts travel and expenses are treated as follows:
Travelling time and expenses as well as out-of-pocket expenses and
additional costs arising for service and maintenance are not included in
the price and will be invoiced separately.
Travelling time is limited to the time necessary to get from EOS to the
Customer’s site. Costs for approach are based on the use of a company
car and are calculated from the actual mileage, however, at maximum,
from the distance between EOS to the Customer, otherwise the
calculation is made according to actual expenses.

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