The Dorner philosophy is to assist all our customers! Our DornerServiceGuarantee with its add-on packages is the comprehensive and straightforward solution for all your service requirements.The DornerServiceGuarantee follows ITIL specifications.

ITIL is a worldwide service standard that defines and guarantees service quality (www.itil.org).

The DornerServiceGuarantee includes

	Immediate assistance in the event of production outage
	Immediate assistance if production is disrupted
	Help with issues in the control environment (scales, probes, power units etc.)
	Archiving of your Dorner Software and all customisations
	24 Hour Package free for three days
	Provision of stored support data relating to your plant

You can supplement our Serviceguarantee with three attractive, freely selectable add-on packages

Consulting Package

	Assistance for all problems, even where production is not affected
	Support for your employees regarding all issues relating to your Dorner product
	Minor software customisations performed free of charge
	Consulting on optimising your production process
	Annual user training at our training centre

Maintenance Package

	Annual hardware check
	On-site plant check-up by a Dorner service technician
	Spare parts guarantee for Dorner products
	10% discount on spare parts

24 Hour Package

	Immediate 24/7 assistance in the event of production outage
	Immediate 24/7 assistance if production is disrupted

Service hours of the Dorner Specialist Team

Our service is available on following times

Monday to Friday: 7 a.m. - 7 p.m.
Saturday: 7 a.m. - 12 noon

Ph. +43 5512 2240-400
service@dorner.at

Our service is available on most bank holidays. For details, please see www.dorner.at/en/support.

Guaranteed response time

Your enquiry is recorded and assigned via the Dorner Help Desk Tool (ticket system).On request, we will provide immediate confirmation of your service enquiry by e-mail.

The Dorner Service Team guarantees the following response times:

Do you require services that are not included in our package, or would you currently prefer not to avail yourself of our DornerServiceGuarantee? Most of our services are nonetheless available to you, and will be invoiced on a time and material basis. We regret that response times can only be assured for ServiceGuarantee customers.

Information

• data sheet PDF (1,7MB)