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ABB Robot Care package overview

Technical Support        
  Basic Care Preventive Care Express Care Extended Care
Questions        
Product or quality issues / Corrective Maintenance   X   X   X   X
Product information - Spare Parts, Documentation   X   X   X   X
Consultancy (Commissioning / Configuration / Programming)         X
Opening hours        
8 / 5 (Office hours)   X   X    
16 / 5       X  
24 / 5       X3  
24 / 7         X
Reaction time        
Hotline (no commitment on reaction time)   X   X   X   X
Call back within 1 hour     X   X   X
Ways of communication        
Telephone   X   X   X   X
E-mail   X   X   X   X

ABB AbilityTM Connected Services

       
Condition Monitoring & Diagnostics   X1 during warranty   X1   X1   X
Backup Management       X   X
Remote Access         X
Fleet Assessment     X6   X6   X
Asset Optimization     X6   X6   X
Language        
Local country language   X   X   X4   X4
English       X   X
Maintenance        
  Basic Care Preventive Care Express Care Extended Care
Onsite Response Time2        
Best endeavor Mo-Fr office hours   X   X    
24 / 5 normal work week       X  
24 / 7       X3   X
16 h       X3   X3
12 h       X3   X3
8 h       X3   X3
4 h       X3   X3
Preventive Maintenance        
Annual     X5   X5   X5
Labour costs for call out        
Standard rate   X      
Discounted rate     X   X   X
Included         X
Spare Parts        
Included for Extended Warranty         X
Not included   X   X   X  
1) Costs related to additional hardware will be charged
2) From service request to signing in at customer premises (gate)
3) As per country specific agreement
4) Local language only during office hours
5) Optional Preventive Maintenance outside office hours
6) Optional in Preventive Care and Express Care

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