提升支持，增强价值
在Ascential Technologies，现场支持不是事后考虑，而是优先事项。我们致力于确保客户从我们提供的设备和自动化中获得卓越的终身价值。
Ascential Care汇聚了我们各个领域的顶级技术人员，以支持我们的全球客户。我们的客户服务平台确保了接近性和响应性，使我们能够迅速适应，同时利用我们深厚的专业知识来满足不断变化的客户需求。通过Ascential Care，客户可以期待在每个环节都获得出色的现场和远程支持——从安装和启动到持续服务和维护、翻新、备件服务等。
不可能？ Done.
Support that goes the distance —
we never walk away.
Ascential Care不仅仅是一个客户服务平台——它是一个承诺。一个与您并肩作战、直面挑战并提供真正解决方案的承诺，以推动持久的成果。
这是我们对您的承诺——我们永远不会离开。遇到设备维护问题？我们会帮助您解决。安装或故障排除挑战？我们会为您提供支持。对数据的解读不确定？我们会帮助您理清思路。需要额外培训？这正是我们存在的意义！您的问题就是我们的责任，我们将不懈努力，确保您始终走在成功的道路上。我们同舟共济——我们说过，我们永远不会离开。
卓越的连接性，地方响应与全球覆盖
我们不断演变，以匹配我们服务行业的不断变化的格局。通过Ascential Care，客户可以期待增强和无缝的服务体验，推动更多的产品生命周期价值，无论他们身处何地或时区。作为一个灵活的服务平台，我们确保客户始终与我们保持联系——我们同舟共济。
计划级别
支持
核心
加
精英
Remote support
SME technical support performed remotely during regular business hours (excluding warranty cases)
SME technical support performed remotely during regular business hours (excluding warranty cases)
标准费率
25小时
50小时
Response time
快速
更快
最快
Onsite emergency response and coverage
Intervention time (in business hours)
Intervention time (in business hours)
快速
更快
最快
Labor & travel
标准费率
折扣费率
优先费率
Material / parts
标准费率
折扣费率
优先费率
Customer portal
24/7网络访问以请求和跟踪服务支持票，查看资产信息、技术文档和用户手册
24/7网络访问以请求和跟踪服务支持票，查看资产信息、技术文档和用户手册
维护
核心
加
精英
Preventive maintenance
定期验证机器操作、系统健康检查、校准，并根据操作和维护手册审查计划维护任务的执行。行程安排在标准工作日/时间内。假期和周末的行程需按更高费率请求。
定期验证机器操作、系统健康检查、校准，并根据操作和维护手册审查计划维护任务的执行。行程安排在标准工作日/时间内。假期和周末的行程需按更高费率请求。
按请求提供，劳动力、旅行和零件按标准费率收费
包括年度行程，旅行和零件按折扣费率收费
包括半年度行程，旅行和零件按优先费率收费
Scheduling optimization based on real usage data from Ascentialytics (only with cloud version)
System health check
在进行PM访问期间，提供针对系统改进和操作/维护程序修改的报告
在进行PM访问期间，提供针对系统改进和操作/维护程序修改的报告
年度
半年度
Spare parts
核心
加
精英
eCommerce
网络平台以改善替换零件的处理时间，提供24/7访问
网络平台以改善替换零件的处理时间，提供24/7访问
Critical spare parts
与机器一起提供的关键备件清单中的备件价格，参考最新的零件目录
与机器一起提供的关键备件清单中的备件价格，参考最新的零件目录
标准费率
折扣
优先
Shipping
备件的运输按照列出的优先级和Ascential Care运输政策提供。根据零件的可用性。
备件的运输按照列出的优先级和Ascential Care运输政策提供。根据零件的可用性。
标准
优先
次日
培训
核心
加
精英
Instructor-led training
现场进行的操作员、维护、软件或产品非正式培训
现场进行的操作员、维护、软件或产品非正式培训
Train the trainer (provided at start-up)
Annual
(update & refresh)
(update & refresh)
Semi-annual
(update & refresh)
(update & refresh)
Self-service training material
客户门户网站提供24/7的培训材料和技术文档访问
客户门户网站提供24/7的培训材料和技术文档访问
Training review
培训与资源目标评审
培训与资源目标评审
年度
半年度
可选：Ascentialytics
核心
加
精英
Ascentialytics
APM (Asset Performance Management) tool: data management & analytics platform to improve reliability, reduce downtime risks and costs for MRO, and increase performance
APM (Asset Performance Management) tool: data management & analytics platform to improve reliability, reduce downtime risks and costs for MRO, and increase performance
建议零售价
折扣费率
优先费率
Performance analysis
专家定期提供生产数据分析，并总结见解和建议
专家定期提供生产数据分析，并总结见解和建议
年度分析和报告
半年分析和报告
First alert monitoring system
Remotely monitor your machine and proactively respond if the data received on Ascentialytics indicates the need for intervention by us or by yourself (only with cloud version)
Remotely monitor your machine and proactively respond if the data received on Ascentialytics indicates the need for intervention by us or by yourself (only with cloud version)
支持
Remote support
SME technical support performed remotely during regular business hours (excluding warranty cases)
10 hours
SME technical support performed remotely during regular business hours (excluding warranty cases)
10 hours
Response time for customer support and troubleshooting
Fastest
Fastest
Onsite emergency response and coverage
Intervention time (in business hours): Fast
Intervention time (in business hours): Fast
Labour & Travel
Standard rate
Standard rate
Material / parts
Standard rate
Standard rate
Customer Portal
24/7 web access to request and track service support tickets, view asset information, technical documentation, and user manuals
24/7 web access to request and track service support tickets, view asset information, technical documentation, and user manuals
维护
Preventive Maintenance
On request, with labor, travel and parts billed at standard rates
On request, with labor, travel and parts billed at standard rates
Scheduling optimization based on real usage data from Ascentialytics (only with cloud version)
System Health Check
Spare parts
eCommerce
Critical Spare Parts
Standard
Standard
Shipping
Standard
Standard
Performance (Ascentialytics)
Ascentialytics
List price
List price
Performance Analysis
First Alert Monitoring System
培训
Instructor-led training
Train The Trainer (provided at start-up)
Train The Trainer (provided at start-up)
Self-service Training Material
Review
支持
Remote support
SME technical support performed remotely during regular business hours (excluding warranty cases)
25 hours
SME technical support performed remotely during regular business hours (excluding warranty cases)
25 hours
Response time for customer support and troubleshooting
16 hours
16 hours
Onsite emergency response and coverage
Intervention time (in business hours): Faster
Intervention time (in business hours): Faster
Labour & Travel
Discounted rate
Discounted rate
Material / parts
Discounted rate
Discounted rate
Customer Portal
24/7 web access to request and track service support tickets, view asset information, technical documentation, and user manuals
24/7 web access to request and track service support tickets, view asset information, technical documentation, and user manuals
维护
Preventive Maintenance
Annual trip included, with travel and parts billed at discounted rates
Annual trip included, with travel and parts billed at discounted rates
Scheduling optimization based on real usage data from Ascentialytics (only with cloud version)
System Health Check
Annual
Annual
Spare parts
eCommerce
Critical Spare Parts
Discounted (<10%)
Discounted (<10%)
Shipping
Priority
Priority
Performance (Ascentialytics)
Ascentialytics
Discounted rate
Discounted rate
Performance Analysis
Annual analysis and reporting
Annual analysis and reporting
First Alert Monitoring System
培训
Instructor-led training
Annual (update & refresh)
Annual (update & refresh)
Self-service Training Material
Review
Annual
Annual
支持
Remote support
SME technical support performed remotely during regular business hours (excluding warranty cases)
50 hours
SME technical support performed remotely during regular business hours (excluding warranty cases)
50 hours
Response time for customer support and troubleshooting
8 hours
8 hours
Onsite emergency response and coverage
Intervention time (in business hours): Fastest
Intervention time (in business hours): Fastest
Labour & Travel
Preferred rate
Preferred rate
Material / parts
Preferred rate
Preferred rate
Customer Portal
24/7 web access to request and track service support tickets, view asset information, technical documentation, and user manuals
24/7 web access to request and track service support tickets, view asset information, technical documentation, and user manuals
维护
Preventive Maintenance
Semi-annual trip included, with travel and parts billed at preferred rates
Semi-annual trip included, with travel and parts billed at preferred rates
Scheduling optimization based on real usage data from Ascentialytics (only with cloud version)
System Health Check
Semi-annual
Semi-annual
Spare parts
eCommerce
Critical Spare Parts
Preferred (<20%)
Preferred (<20%)
Shipping
Next Day
Next Day
Performance (Ascentialytics)
Ascentialytics
Preferred rate
Preferred rate
Performance Analysis
Semi-annual analysis and reporting
Semi-annual analysis and reporting
First Alert Monitoring System
培训
Instructor-led training
Semi-annual (update & refresh)
Semi-annual (update & refresh)
Self-service Training Material
Review
Semi-annual
Semi-annual
| 支持 | 核心 | 加 | 精英 | |
|---|---|---|---|---|
| Remote support SME technical support performed remotely during regular business hours (excluding warranty cases) |
10小时 | 25小时 | 50小时 | |
| 客户支持和故障排除的响应时间 | 24小时 | 16小时 | 8小时 | |
| Onsite emergency response and coverage Intervention time (in business hours) |
72小时 | 48小时 | 24小时 | |
| Labour & Travel | Standard rate (list price) | Discounted rate (-10{552e393fa1c0a941349bf9a15372ddb783a971ce205eae77c259f8788b57a03e}) | Preferred rate (-20{552e393fa1c0a941349bf9a15372ddb783a971ce205eae77c259f8788b57a03e}) | |
| Material / parts | Standard rate (list price) | Discounted rate (-10{552e393fa1c0a941349bf9a15372ddb783a971ce205eae77c259f8788b57a03e}) | Preferred rate (-20{552e393fa1c0a941349bf9a15372ddb783a971ce205eae77c259f8788b57a03e}) | |
| Customer Portal 24/7 web access to request and track service support tickets, view asset information, technical documentation, and user manuals |
||||
| 维护 | 核心 | 加 | 精英 | |
| Preventive Maintenance Perform periodic verification of machine operations, system health checks, calibrations, and review practice of scheduled maintenance tasks per Operation and Maintenance Manual |
根据要求提供，劳动力、旅行和零件按标准费率收费 | 包含年度旅行，所需零件享受折扣价 | 包含半年旅行，所需零件享受优先价 | |
| Scheduling optimization based on real usage data from Ascentialytics (only with cloud version) | ||||
| System Health Check During the visit for PM, provide a report with targeted system improvements and operations/maintenance procedure modifications |
年度 | 半年度 | ||
| 备件 | 核心 | 加 | 精英 | |
| eCommerce Web platform to improve processing time for replacement parts with 24/7 access |
||||
| Critical Spare Parts Prices for spare parts in the critical spare parts list, provided with the machine, with respect to the most recent parts catalog |
Standard (list price) | Discounted (<10{552e393fa1c0a941349bf9a15372ddb783a971ce205eae77c259f8788b57a03e}) | Preferred (<20{552e393fa1c0a941349bf9a15372ddb783a971ce205eae77c259f8788b57a03e}) | |
| Shipping Shipment of spare parts is provided at the listed priority and in accordance with Ascential Care shipping policy |
标准 | 优先 | 次日 | |
| Performance (Ascentialytics) | 核心 | 加 | 精英 | |
| Ascentialytics APM (Asset Performance Management) tool: data management & analytics platform to improve reliability, reduce downtime risks and costs for MRO, and increase performance |
||||
| Performance Analysis SME provides periodic production data analysis with summary of insights and recommendations |
年度分析和报告 | 半年分析和报告 | ||
| First Alert Monitoring System Remotely monitor your machine and proactively respond if the data received on Ascentialytics indicates the need for intervention by us or by yourself (only with cloud version) |
||||
| 培训 | 核心 | 加 | 精英 | |
| Instructor-led training Operator, maintenance, software or product informal training performed on-site |
Train The Trainer (provided at start-up) | Annual (update & refresh) | Semi-annual (update & refresh) | |
| Self-service Training Material 24/7 access to training material and technical documentation in Customer Portal |
||||
| Review Training & Resource objectives review |
年度 | 半年度 |
与Ascentialytics的增强数据服务
在Ascential Care框架下，我们为客户提供新的机会，以收集、挖掘和衡量数据，作为我们端到端支持服务的一部分。我们的Ascentialytics平台是一个连接的性能管理解决方案，用于远程监控和诊断，记录设备数据并提供可操作的信息。我们的目标是提高资产的可靠性和可用性，同时降低风险和成本，这一有效工具的输入可以显著影响计划外停机、机器健康、所需维修等。
Our promise
and mission
通过Ascential Care，客户可以期待在他们旅程的每一步都获得更高水平的支持，从安装和启动到持续服务和维护及更远。
我们的使命是专注于为客户提供全球响应、本地关注的服务解决方案。我们旨在成为客户成功的可信合作伙伴，通过创新技术、提升资产性能和无缝运营提供快速、高效的支持。
