Eaton Industrial Switchgear - General Information

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2010 CA08103002Z-EN
22/2 After Sales Service
Service products and rates (valid as of: March 2010)
Helpline
24/7 Hotline
Unscheduled machine and plant down-
time, system faults and device failures:
Get round-the-clock expert advice
(without contractually agreed services):
+49 (0)180 522 3822 (24/7)
0.12€ per minute fromwithin the
Deutsche Telekom telephone network
Help desk
Duringbusinesshours,wesupportyou in
commissioning, application queries right
through to fault analysis, which can also
be carried out by remote diagnosis.
+49 (0)228 602 3640
Monday to Friday between 8:00 and
16:00 hours. E-mail:
Fax: +49 (0)228 602 61400
Online diagnostics
Wecanprovidespecial assistance ifyou
wish to analyze and rectify faults on
products. You can carry out interactive
troubleshooting via the Internet with
direct access to the After Sales Service
database.
Onsite Service
Troubleshooting onsite
You can also obtain onsite troubleshoot-
ing. Qualified service technicians and
specialists can visit you to rectify faults
quickly and reliably.
Installation and commissioning
support
Contact us for expert support with
installation and commissioning.
Specialists are at hand to support you
with hardware and software issues.
Conversions and expansions
Whether automation equipment, circuit
breakers or other components: we help
you make sure that your machines and
plants are always up-to-date. This
applies specially for equipment that
can no longer be repaired. A failure of
these components would result in costly
production downtimes.
Inspection and maintenance
Reliable operation of power distribution
systems is vital for uninterrupted
production and personnel protection.
Our experiences team supports youwith
the inspection and maintenance of
low-voltage distribution systems and
the testing of circuit breakers.
For flatrate prices please inquire.
Thermography
At low cost and using specialist hard-
ware, our specially trained experts
locateweakspots inrunningoperationto
help you avoid expensive production
downtimes. This saves you the cost of
expensive measuring equipment and
personnel training.
Measurement and system testing
Every technician knows that electronic
controllers can fail, or circuit breakers
trip without apparent reason. And
replacing the offending device does
not solve the problem.
To avoid lengthy, expensive trouble-
shooting, it makes sense to perform a
network analysis over a longer period of
time. We can support you with this.
Repairs
Direct exchange
Unexpected machine and system down-
times incurring considerable costs can
arise on account of device failures.
Replacing defectivecomponentsontime
can help significantly cut these costs.
Selected products of current and
discontinued ranges are available with
the Direct Exchange service of our After
Sales Service.
Repair
The repair of products in our Service
Center is an inexpensive option for fault
rectification.
Service agreements
Telephone fault advice
Installation and commissioning support
Conversions and expansions
Inspection and maintenance
Spare parts
Basic agreements for all contract types
according to customer requirements.
Extended warranty
Our After Sales Service offers two
versions of the ExtendedWarranty
service product. It extends the standard
warranty for drives and soft starters by
12 months if the devices have been
commissionedbyourAfterSalesService
or an authorized service provider. The
flat-rate commissioning charge depends
on the device’s rating.
TheExtendedWarrantycanbeextended
up to 24 months.
Working on live equipment
Tocarryouttestingonsystems that must
remain live for operational reasons, our
After Sales Service cooperates with a
service partner.
Hourly charges
Charges are calculated according to the
hourly or daily rates listed below and,
where applicable, according to the
relevant regulations of the federal wage
agreement for the special working
conditions of installation personnel in
the iron, metal and electrical industries
(BMTV), and the associated wage
agreement for subsistence allowances
and aggravation bonuses.
The remaining time is calculated as
working time.
All listed rates are net without
deductions.
Germany
(Other countries please enquire)
Standard rates,
personnel
€/hour
Installation and commis-
sioning support in power
distribution systems
85.00 €
Normal working hours
Workdays Monday to Friday, 7 hours
each between 7:00 and 19:00 hours.
Overtime and aggravation
surcharges
For working times or working conditions
requiring surcharges, the following
surcharges apply for commissioning and
installation:
25% for the first two hours of
overtime per day beyond the
normal working times, and
from 6:00 to 7:00 hours and
from 19:00 to 20:00 hours
25% Saturdays for the first two
hours
50% for any further remaining
overtime
50% for overtime between the
hours of 20:00 and 6:00
(night-time work)
50% for overtime worked following
night-time work up to the start
of the normal day-time shift
70% for work on Sundays
100% for work on Good Friday, Easter
Monday, Ascension Day,
Pentecost, Corpus Christi,
3 October, 1 November,
and 26 December
150% for work on 1 January, Easter
Sunday, 1 May, Whitsunday,
25 December, late work on
24 December between the
hours of 17:00 and 20:00,
and night-time work in the
nights immediately preceding
25 December and 1 January.
Tripping
According to the applicable tax
regulations within Germany/abroad.
Accommodation costs are charged at
flat rate or on evidence.
The starting point for the calculation
of subsistence allowances is the
business location.
Travel costs
Car 0.80 € per kilometer traveled,
calculated from the business
location.
Rail First class ticket plus any
surcharges
Air Business Class
Plus any costs for regional/local
transport, telephone and costs related
directly with the journey
Return journeys
For return journeys scheduled
according to tariff, the rates for other
travel days plus additional expenses
for reserving accommodation apply.
Abroad: Charges contractually
agreed.
Transport costs
For transport of travel luggage, tools,
measuring instruments and other
material generally 20.00 €
Surcharges for air travel on
verification of costs.
Instruments
The above rates include the furnishing
of simple measuring instruments and
standard tools. For measuring and
other instruments exceeding the
normal equipment, a flat rate of
360.00 € is charged per started week.
The evaluation of measurement
results is charged separately.
Emergency service flat rate
Outside normal working hours 165.00 €
plus material costs.
Courier journeys are charged
separately.
Important: Goods ordered and
delivered as part of the emergency
service can not be returned!
Hired equipment
For hired equipment, a flat rate
depending on the equipment is
charged for the first week, and
thereafter 2.1 % of the gross list price
per started week.
Cost estimate
Cost estimates for on-site equipment
repairs are calculated at a rate of
165.00 €. For all other cost estimates
please inquire.
Warranty
The warranty period for all repairs,
replacement devices and services
provided is 12 months from the date
of delivery or performance.
Inspection and mainte-
nance of plants and circuit
breakers
107.00 €
Repairs and troubleshooting
of circuit breakers/Arcon
127.00 €
Software creation for drives
and automation
127.00 €
Commissioning/trouble-
shooting for automation
equipment and drives,
application optimization
142.00 €
Standard rates,
personnel
€/hour