Service response process - Standard Sample Clauses

Service response process - Standard. The following process will be used to facilitate tracking and monitoring of the calls: 1. Upon receiving a Customer request for support, Bruker will create a computer record of the request on Bruker's service response tracking system. This record of a call is called a service request. Responsibility for the service request will be assigned within Bruker, and the service request will remain 'open' until the Customer request is satisfied. 2. Bruker will contact the Customer to gain a more complete understanding of the request, recommend diagnostic tests and, with the Customer, interpret the results. 3. For calls received before 12:00 noon (time zone of the designated Bruker office location), contact will be attempted prior to the end of the business day. (For tracking purposes, this is day #0.) For calls received after 12:00 noon (time zone of the designated Bruker office location), the contact will be attempted prior to 12:00 noon on the following day (this then becomes day #0). In either case, if telephone contact cannot be made, a message will be left and/or an email message will be sent. 4. If the diagnostic tests indicate that an on-site intervention is required, Bruker will assign an engineer within 24 hours and provide for the overnight shipment of parts. Under LabScape Comprehensive this service is free of charge. In the case of all other plans, Customer must cover the cost of the parts plus shipping and handling and Bruker’s estimated labour charge prior to the shipment of the part and the assigning of an engineer. 5. If the intervention resolves the problem, the service request will be closed upon receipt of the defective material. 6. If the replacement material did not resolve the problem, Points 4 and 5 will be repeated until such time as the matter is fully resolved. 7. When the Customer request has been resolved, the service request will be closed.
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Service response process - Standard. The following process will be used to facilitate tracking and monitoring of the calls: 1. Upon receiving a Customer request for support, Bruker will create a computer record of the request on Bruker's service response tracking system. This record of a call is called a service request. Responsibility for the service request will be assigned within Bruker, and the service request will remain 'open' until the Customer request is satisfied. 2. Bruker will contact the Customer to gain a more complete understanding of the request, recommend diagnostic tests and, with the Customer, interpret the results. 3. For calls received before 12:00 noon (time zone of the designated Bruker office location), contact will be attempted prior to the end of the business day. (For tracking purposes, this is day #0.) For calls received after 12:00 noon (time zone of the designated Bruker office location), the contact will be attempted prior to 12:00 noon on the following day (this then becomes day #0). In either case, if telephone contact cannot be made, a message will be left and/or an email message will be sent.
Sample 1

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